HP 5000 manual Guide to Troubleshooting the Printer, Introduction, Phone Support

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Troubleshooting

Guide to Troubleshooting the Printer

Introduction

This chapter will guide you through the relevant steps to take when troubleshooting the Printer.

Phone Support

In certain circumstances, a Call Agent can try and troubleshoot the Printer by requesting the Customer to perform a Service Calibration, Test or Utility via the phone. Using this process, it can be determined whether the Printer requires any on-site maintenance.

Which Firmware Version Relates to Which Ink System

A.01.XX - This firmware revision allows the Printers to only use

Imaging Inks.

A.02.XX - This firmware revision allows the Printers to use both the Imaging Inks and the UV Inks.

NOTE

NOTE

Troubleshooting System Error Codes

Chapter 2 - System Error Codes - contains a list of system error codes and their respective descriptions and recommended corrective actions. Only try one recommended action at a time and check if the error code has disappeared.

If you have an error code which is not documented in this Service Manual or you have an error which you cannot resolve, then report the error to the HP Response Center or the nearest HP Support Office.

When reporting the System Error Code, make sure that you supply the full Error Code (including the last 8 numbers where applicable) and the firmware version as well as the status of the Printer when the Error occurred (was it printing, calibrating, processing, etc...). Without this information, HP Support Personnel cannot help you.

When reporting the Error Code, make sure that you supply the full Error Code and the firmware version (displayed during the initialization process when powering ON the Printer or available in the User’s Printer Setup Ÿ￿Utilities Ÿ Statistics menu).

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HP DesignJet 5000 and 5500 Series Printers Service Manual

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Contents DesignJet 5000 and 5500 Series Large-Format PrintersSafety Symbols DesignJet 5000 and 5500 Series Using this Manual PurposeReadership Part Numbers ConventionsTable of Contents Table of Contents Troubleshooting Guide to Troubleshooting the Printer Troubleshooting System Error CodesIntroduction Phone SupportTroubleshooting Calibration Error Codes Performing a Service Test on a Failed AssemblyPerforming the Necessary Service Calibrations Solving Image Quality Problems Troubleshooting Ink Supplies Error CodesTroubleshooting Initialization Self Diagnostic Errors Printer does not Power on Status LED’sTroubleshooting Media Jams/Printhead Crashes If using HP Coated Media when problem occurred, please alsoWhen clearing a media jam, sometimes media is stuck ALL the Front-Panel LEDs are Lit but Nothing Else HappensTroubleshooting Shutdowns User Message Each case, make sure that you power OFF the Printer beforeAttempting any procedures to resolve the problem Check Printhead Cleaner PathCheck Paper Path Check Printhead PathReplace Message xx15 Replace and xx16 Replace Problems with Vacuum Vacuum suction much lower at high altitudesColor differences in different HP DesignJet Printers Banding with unsupported Media Banding due to Ink Cartridge replacement while printingBanding at variable extreme environmental conditions Hue shift on HP Colorfast Adhesive Vinyl media Black Smearing on HP Photo Imaging GlossDry Cockle on High Density Prints Using Paper Based Media Worm marks cockle on part of plots on paper based media User message Media loaded incorrectly. Remove media Media Skew when Printing a Banner PlotDrying Time Too Long for HP Studio Canvas User message Power Supply Error #1 User message Warning Incorrect type of tubes systemPage Cutter Assembly Problems This problem is solved in any A.02.xx firmware releaseCarriage and Scan-Axis Problems Media-Axis ProblemsElectronics Problems Network configuration Temperature reading to adjust the printing speed. This isSetting while the Printer is in the stand-by mode might be Configuration 192Mbyte for C6096A and 128Mbytes forFirmware Upgrade Does Not Work Through the Parallel Port This problem is solved in any A.02.xx firmware releaseLanguage Selection is blocked in a brand new printer Dry time at the end of the print is longerTypical Failures After Exchanging the Ink Tubes Solving Media-Handling Problems How to Navigate through the Front Panel Menus Setup MenuSetup Utilities Menu Short, FullInternal RIP Settings Menu DICQueuing and Nesting Menu HP-GL/2 Settings Menu Format Menu ISODemos Menu Roll/Sheet Info Vendor Name Ink Cartridge Menu Ink Level Capacity Part Number Manufacture Date Yes, NoPrinthead Menu Press Enter Service Configuration PrintPrinter Setup Options How to Use the Service Configuration Print Press Up and EnterLower General Printer InformationThese are maximum mechanical printing speeds and do not Troubleshooting Take-Up-Reel Problems Issue Main Reason Action/CheckSystem Error Codes System Error Codes System Error Codes XXXXXX-YYYYZZZZContinuable and Non-Continuable Error Codes System Error GroupsTo troubleshoot the problem Even though the customer can continue working with aFfff ffff 02b301b0 There is a problem with the I/O Card happens during power-up Ffff ffff 01dcxxxx01002D Non-Continuable Ffff ffffFfff ffff 036e0136 System Error 010023 Non-Continuable Different power socket010041 ProblemError in Paper-axis Motor Encoder 040000 01E603D9 06030C Bad Line SensorSystem Error Problem Description Corrective Action Try the following Problem in Depressurizing Air System0A0030 0A0050 Non-Continuable 0A0070 Continuable0B0001 System Error Problem Description Corrective Action Primer Shutdown Error 0B000XUnable to detect Fan X = 7 Vacuum, 8 Cooling, 9 Aerosol 0B0010 xxxxxxxx Non-ContinuableSystem Error Problem Description Corrective Action 0B000F Continuable Only applicable to DesignJet 5500 Series System Error 0C0032 Continuable XX21 Replace 0C10000D0000 Continuable 0D0000 033f019C0D0003 xxxxxxxx Non-Continuable 0D0004 xxxxxxxx Non-ContinuableFirmware Error has occurred Refer to System Error Code ffff ffff0D0005 03180382 Non-Continuable 0FXXXX Non-Continuable0F0200 01E603d2 0F0100 03180382 Non-ContinuableE50000 HP Ink Supplies Troubleshooting Ink Cartridges Printheads and Printhead CleanersWhat are HP Ink Supplies? Identifying the Components General Information About HP Ink SuppliesSome General Precautions When Handling HP Ink Supplies Priming a Brand New Ink System When Should You Replace the HP Ink Supplies?Show the XX11Replace message Refer to 3-12, Error Status Front Panel Display Obtaining Ink Cartridge Information Obtaining Printhead Information Page Simply following the instructions in the action message Most problems with Ink Supplies will be solved by the userStatus Codes and Messages Status Messages InsertError Status Messages Status Code Part / InformationPrinthead Errors Printhead Information Printhead Recovery Procedure Ink Cartridge Errors Ink Cartridge Information Printhead Cleaner Errors First Digit = A, B or When replacing Printhead CleanersEnsure that you have the correct Printhead Cleaner Ensure that the Printhead Cleaner is the correct color forInk Cartridge Delivers Too Much Ink Refill Information DesignJet 5500 Series OnlyInk-Level Sensing ILS Out of Control Risks with the Ink Cartridge Delivering Too Much Ink Non-HP Hardware Detected in the Ink Delivery System 1RQ+3KDUGZDUH LvghwhfwhgRisks with Using Non-HP Hardware ILS Out of Control DetectionILS Out of Control Warranty Statement HP Ink Supplies Troubleshooting Service Tests Utilities Diagnostics Self Test IntroductionService Tests and Utilities Present after replacing a component, remember to ReinstallSelf Diagnostics Initialization Sequence Component that was first removed before replacing anotherComponent Service Tests Diagnostics Entering the Service Tests Menu Press Down Enter Together Top Scan Axis Test Report the values to the nearest HP Response Center or HP Support Office to determine whether values are withinMedia Axis Test With Media Service Utilities Entering the Service Utilities Menu Press Down and Enter Service Tests and Utilities Turn Drive Roller Detected, the message below is displayedPrime Tubes Ink Initializing printer Please wait. xx sec INK Startup Altitude Setup Over 2000 mEerom Setup All the Eerom parametersIf you want to set the Model Number If you want to set the Serial Number Encoded in the EeromIf you want to set the Japanese Fonts Press BackMake Selection Reset Life Counters Counter for a component when it has not been replacedBack Press Back Backup Eerom Series OnlyPress Back to return to the Service Utilities menu That color Image Quality WarningIf you use degraded Printheads, the print quality may be Diagnostic Print Printer does not print the complete Diagnostic PrintYou need Enter to print itSleep Mode DesignJet 5500 Series Only Service Calibrations Refer to the following page for the relevant Calibration Service Calibrations Entering the Service Calibrations Menu Press Up Enter TogetherPress Down Enter Together Service Calibrations Scan-Axis Calibration That is the full width of the PrinterUse the ID 00 and for the 5500 Series use the ID Make SelectionCan be located on the label on the side of the Line Sensor If Scan Axis Calibration is performed without inserting Correct Line Sensor Id., each time the user performs a ColorRefer to page 5-26, Calibration Error Codes to troubleshoot Error codesAfter the Calibration has been performed, print the Service EEROM. For information on the Service Config Print ŸService Station Calibration Service Station Press Enter to confirm or Back to correct Press Back Codes for its description and resolution Accuracy CalibrationPerform the Accuracy Calibration as follows Media apart from HP High Gloss Photo PaperDo not use any other type of media apart from HP High Gloss Photo PaperPress Load/Unload Media Codes Procedure should be carried out using the Carriage Height Assembly or Center Platen AssemblyCarriage Height Calibration Tool See below that came with the new CarriageService Calibrations With the Carriage itself See belowPage Screws should not be removed Page Page Page Page Calibration Error Codes Introduction This code is not an error. See the other codes reported Pen voltage errorLine Sensor error 0000User Power the Printer OFF and on using the power switch at Paper Axis Error Light Magenta Pattern Media Profile Error Service Calibrations Firmware Error 3130Out of memory ServiceService, 4006 Service and 4007 Service Black Printhead failure Could not detect patternService and 5012 Service Drop Detector not working Drop Detector failed to uncap pens Refer to Error Code Calibration failed for Light Cyan Printhead Service User Calibrations Printhead Alignment Close-Loop-Color CLC CalibrationBanding Calibration Their original media advance settings Accuracy Calibration applies only to the media typeService Calibrations Print Quality Print Quality Troubleshooting Checklist Print QualityPhoto Paper when performing the Service Accuracy CalibrationConsiderations for Printing the Diagnostic Print How to Use the Diagnostic PrintWhat is the Diagnostic Print? Printing the Diagnostic Print Press Down and Enter Series, the Printer does not print the complete Diagnostic Print QualityFor Firmware Version A.02.xx in the 5000 Series and on That you needOverall Print Quality Test What is Banding?Solving the Banding Problem Printer has automatic procedures to hide many Printhead Defects. This type of problem affects print quality mostlyProductivity and Max. Speed modes. If you use Max. Quality Be hidden and image quality may not be affectedHigh quality modes media advance problems may not appear Or graininess will appear in all the colorsSolving the Color Alignment Problem Color Alignment Print TestSolving Bidirectional Alignment Problems Bidirectional AlignmentVertical Line Straightness Solving Vertical Line StraightnessModes Nozzle Print TestAffects print quality mostly in Productivity and Max. Speed How to fix the Nozzle Defects No Printing Defects Found in the Diagnostic Print Print Quality ProblemsSolving Color Accuracy problems Solving Color Consistency problemsPrints are Too Short DesignJet 5000 Series Only Color Accuracy ConfigurationBlurred Lines Ink Bleeds from Lines Colors are not as Expected Banding at the TopPrinted surface smearing roll DesignJet 5000 Series Only Vertical BandingMedia There are Smears or Scratching on the Printed Media Warped Lines on MediaMarks and/or scratches on double-sided media Objective and Description Using the Color PrintHow to Evaluate the Print How to Interpret the Result Enrichment Issue Issues DescriptionCause Page Workarounds Problem statementInk Marks on Printouts Cause 1 Aerosol Aerosol Background Aerosol What customers see WKH3ULQWRXW Which printers are affected by this? What can you see?Ink accumulation at the bottom edges of the Printheads See the following image to for an example Ink accumulation at the bottom of the Carriage AssemblyThis is a secondary effect of the ink accumulation Static Solutions and Workarounds Parts and Diagrams Printer Support Printer Support Bin and Take-Up Reel SeriesBin Support Bin and Take-Up ReelRight Hand Cover Right Hand Cover HP Part Number Quantity Description/Comments Drawing Left Hand Cover and Rear DoorOEM Logos Left Hand Cover and Rear Door Top and Back Covers Top and Back Covers Service Station Service Station Vacuum Fan Vacuum Fan Booster Fan and Media Sensor Booster Fan and Media Sensor Paper-Axis Motor Paper-Axis Motor Scan-Axis Motor Scan-Axis Motor ISS and APS Assembly ISS and APS Assembly Ink Tubes System Ink Tubes System Boot ROM DIMM, Dram Memory and Covers OEM Boot ROM DimmBootROM, Memory and Covers Rear Electronics Access Covers Rear Electronics Access Covers Hard Disk Drive and Cover OEM Hard Disk DriveHard Disk Drive and Cover ISS PCA and Main PCA ISS PCA and Main PCA Power Supply Unit Power Supply Unit Carriage Assembly Carriage Assembly Tensioner Assembly and Encoder Strip Tensioner Assembly and Encoder Strip Platen Assemblies DesignJet 5000 Series Series Only Platen Assemblies DesignJet 5000 SeriesPlaten Assemblies DesignJet 5500 Series Platen Assemblies DesignJet 5500 Series Pinch-Wheels Assembly and Lever Pinch-Wheels Assembly and Lever Center Guide 60 Model Parts and Diagrams Center Guide and Entry Roller DesignJet 5500 Series Center Guide and Entry Roller DesignJet 5500 Series Tubes Guide Assemblies Tubes Guide Assemblies EMC Covers EMC Covers Spindle and Hub Spindle and Hub Rollfeed Brakes Rollfeed Brakes Miscellaneous Items Media Types Parts and Diagrams Removal and Installation Safety Precautions Electrostatic Discharge ESD Precautions Required ToolsChassis screws have a copper washer and should never be RemovedTop Cover Assembly RemovalPrinter Switch off the Printer and remove the power cableRemove ALL the Ink Cartridges from Page Page Installation of Left Hand Cover When handling the Tubes make sure you do not damage them byWhen inserting the Left Hand Cover, be careful not to pinch TwistingRight Hand Cover P24Page Page Installation of Right Hand Cover Front Panel Assembly Switch off the Printer and remove the Power CordLeft Rear Cover Right Rear Cover Extension Cover 60 Model only Remove the Left Rear Cover ReferRemove 4 T-15 screws Type B from Extension CoverMedia Lever Assembly Spring in the Trim Installation of the Media Lever AssemblySideplate in the UP position to avoid damaging the Lever Right Hand Trim P27Installation of Right Hand Trim When installing the Media Lever in the Trim, install withLever in the UP position to avoid damaging the Lever spring TrimLeft Hand Trim Back Cover Number onto it Installation of the Back CoverLabel has been applied, copy the product number and serial Out the Printhead Cleaner Carriage Open the Right Cover door and pullPage Page Page Page Installation of Ink Tubes System Perform the following procedures INK Startup Initializing Printer Please wait 60 secEMC Covers Lower Right Cover Encoder Strip Release Encoder StripBelow Installation of Encoder StripWhen Installing the Encoder Strip, make sure it is placed Trailing Cable Slide out Ferrites if they fall into CarriageWhen disconnecting from Main PCA Guide to access the screwInstallation of Trailing Cable Check edge for damageTrailing Cables through Ferrites Right Clip Slot Locating pinRemoval and Installation Make sure the Trailing CableIs flat on the chassis without BubblesTensioner Assembly Tighten screw Page Installation of Tensioner Assembly Carriage Assembly and Belt Page Page Page Slide out Page Installation of Carriage and Belt Line Sensor Page Installation 3XVKKHUH Scan-Axis Motor P23 Installation of the Scan-Axis Motor When installing the Encoder Strip, make sure it is insertedEncoder Sensor on the rear of the Carriage Assembly Slider Rods Lubrification Kit Refer toCutter Assembly Open the Top CoverPage Page Page Ink Supply Station ISS Inside View Front Installation of ISS Switch off the Printer and remove the Power Cord Air Pressurization System APSFollowing steps Installation of APSWhen Installing the Air Pressurization System make sure Remove the Right Rear Cover Refer Service Station AssemblyRemove the Printhead Cleaners P15 Page Drop Detector Assembly Press clip to disconnectMove the Drop Detector Hard Disk Drive HDD Installation of Hard Disk Drive If you have to replace HDD Cable, refer to the followingLAN Card Memory and BootROM DIMM’s Modules Installation of DIMM’sPosition as shown in the diagram Electronics Module Cover They pass through the slot in the Cover Installation of the Electronics Module CoverWhen Installing the Electronics Module Cover make sure Main PCA Remove the Electronics Module Page Installation of Main PCA PCI-to-IDE PCA Installation of the PCI-to-IDE PCA When installing the new PCI-to-IDE PCA, ConnectP11 Connector on the Main PCA even if the P11 Connector is present and the HDD Power Cable was connectedInstalling the HDD Cable Power Supply Unit PSU PCA PS ConnectorPress PS Fans PS Switch PS Socket Installation of the Power Supply Unit PSU After installing the Power Supply Unit, remember to placePower Supply Unit connections are illustrated below Plastic protective cover over the unitInk Supply Station ISS PCA Installation of the ISS PCA J3 P3Removal Remove the Ink Leak Detector from the Printer Cooling Fans Page Electronics Module as one complete Assembly Pinch-Wheels Wheels at each end of the Printer axis Installation of Pinch-WheelsDuring installation, make sure you install the White Pinch Pinch-Wheel Cam Page Installation of Cam Vacuum Fan P19Installation of Vacuum Fan Guides in the SideplatePaper-Axis Motor Assembly P10 P12106 Apply grease to the Helical Gear Installation of Paper-Axis Motor AssemblyScrews are tight Booster Fan Media Sensor Shown in the diagram Installation of Media SensorWhen installing the Media Sensor, insert the moving part as Entry Roller Center Guide Assembly Page Installation of Gear Drive Roller GearRemove the Drive Roller Gear Fully tightenedFront Platen Assembly Only Applicable to the 5000 Series Remove the Left Hand Trim Refer to116 Center Platen Assembly Removing the Platen AssemblyInstallation of the Center Platen Assembly Deflectors Only Applicable to the 5000 Series Disconnect the Heater Cable from Heater Assembly Only Applicable to the 5500 SeriesRemove the Right Cover Refer to Page 122 Installing the Heater Tube Guide Door Preventive Maintenance Utilities/Service Configuration Print Service Preventive MaintenanceMaintenance information can be obtained from Printer Setup Ink Tube Maintenance Advised Ink Tube Maintenance Required Now If Printing is , the Tubes can break causing aHave Ink Tube Replaced or Risk Printer Damage Contact HPUser Maintenance Lens MaintenanceDo not handle or attempt to clean the Nozzles on the bottom PrintheadThis procedure is for Service Engineers only. Users should Perform the procedure described in the User’s GuideRoller Lubrification Kit Avoid oil spills and make sure you remove any excess oilPower Off the Printer and remove the Power Cord Slider Rods Lubrification KitCleaning the Platen Preventive MaintenanceGeneral Cleaning Moisture on the PrinterNoisy Carriage Bushing Belt SwellingFirmware Upgrade Upgrade Instructions 5000 Series only Upgrade process may take several minutes. Do not PowerButton and look for Programs HP DesienJet folder and run it From thereFunctional Overview Electrical System Front Panel Scan AxisPaper Axis Ink Delivery System IDS Ink CartridgeInk Supply Station ISS Tubes SystemPrintheads Air Pressurization System APS Service Station Print Head Cleaner PHC10-10 About this Edition DesignJet 5000 and 5500 Series
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5000 specifications

The HP 5000 series is a distinguished line of wide-format printers by Hewlett-Packard, specifically designed to meet the demanding needs of professional graphics and technical printing. This series is renowned for its ability to produce high-quality prints with exceptional speed and precision, making it a popular choice for print service providers, architects, and engineers.

One of the standout features of the HP 5000 series is its use of HP's thermal inkjet technology, which ensures consistent, vibrant colors and sharp details. This innovative technology allows for precise droplet placement and control, resulting in prints that are both visually stunning and intricately detailed. Additionally, the printers utilize a range of high-capacity ink cartridges that provide an extended print life and fewer interruptions for users, enhancing overall productivity.

The HP 5000 series printers support a wide variety of media, accommodating everything from standard bond paper to heavyweight coated stocks. This versatility enables users to create a diverse array of printed materials, from posters and banners to detailed technical drawings. Coupled with high resolution capabilities, often exceeding 1200 dpi, the prints produced boast remarkable clarity and depth that meet industry standards.

Connectivity is another significant aspect of the HP 5000 series, as these printers come equipped with multiple interfaces, including USB and Ethernet, allowing for seamless integration into various production environments. They are also compatible with HP's DesignJet software, which simplifies the printing process and enables users to manage print jobs efficiently.

In terms of design, the HP 5000 series printers boast a compact footprint, making them suitable for a wide range of workspaces. Additionally, their user-friendly interface features an intuitive control panel that simplifies operation, even for less experienced users. The series also incorporates energy-efficient technologies that enhance sustainability without compromising performance.

Furthermore, with HP's dedication to environmental responsibility, the HP 5000 series printers are designed with recyclable materials and low energy consumption features, aligning with modern eco-friendly printing practices.

In summary, the HP 5000 series exemplifies the convergence of advanced technology, versatility, and user-focused design, making it an ideal choice for professionals who require high-quality, efficient printing solutions. Its exceptional performance, multiple connectivity options, and commitment to sustainability set it apart in the world of wide-format printing.