HP Designjet T120/T520 ePrinters Service and Support

Module 4

Support
(Troubleshooting)
Rev. 12.4.1

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 For more information…
If you need more information about topics pertaining to printer troubleshooting,
consult these sources:
• Service Manual

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Module agenda

Lesson 1 – Diagnostics, System Errors, Warnings

Lesson 2 – Paper Issues
Lesson 3 – Image Quality and Supply Issues
Lesson 4 – Software, Firmware, and Connectivity Issues
Lesson 5 – Initialization Process

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Lesson 1

Diagnostics, System Errors, Warnings

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 Three options for troubleshooting printer issues
DIAGNOSTICS SYSTEM ERRORS
Run a Diagnostic Printer displays a System Error (SE)
• Available for customer with call center guidance • Identifies the issue by displaying a number
or on-site service in the Support Menu associated with a part to be repaired
• Test will diagnose the issue resulting in a • Can be severe (printer will stop working) or
System Error/recommended action advisory. Advisory SE are mostly related with
SW/FW.
• Prevents the printer from going to a ready
WARNINGS state if it is severe

Printer displays a Warning

• Communicates to customer what to do to solve the problem. The printer
will not be blocked.
• Example: Missing cartridge; Action: Insert missing cartridge.
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Diagnostics, System Errors, Warnings: Flow
This is the flow to describe how customer can get HW solution:

Guided
If not self solved Diagnostics Customer
Service Kit(s) Self Replaceable
CSR
Service
Customer has a problem: Call Center Diagnostics
System error, warning Remote Support
Onsite Troubleshooting
Part Replacement

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 DIAGNOSTICS
Diagnostics: Two types of Support Menus
Support Menu Extended Support Menu
Customers with Call Center guidance On-site/GCC only LAB
• Menu is in English only! • Only accessible from the Home Screen
• Important to understand the navigation keys • Includes extra menus
so you can guide the customer
• Key combination:
• Accessible from any screen by pressing the HOME
Power button for 15 seconds (including SE) BACK
HOME
• Or from Home screen with this key HOME
combination: BACK
BACK
BACK
BACK

All diagnostics are available from the Support Menu

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Wrap up!

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 DIAGNOSTICS
Support Menu & Extended – Menu summary Full list of Diagnostics
available in Service Manual
Support Key for resets 3746

Menu

1. Information 2. Diagnostics 3. Resets 4. Reports 5. Service

All available for All available for Only in Extended All available for Available for
customer customer Support Menu customer customer:
• Model number • OOBE • Counters • PHA Recovery
• Serial number • RTC Battery • Error history Level 1, 2, 3
• Counters expiration • PMK
Only in Extended
• Error history • PMK 1, 2, 3 • Etc.
Support Menu:
• Etc.
• Date and time
• Wireless region
 DIAGNOSTICS
Diagnostics table - summary
Diagnostic When to use it Results (SE)
• SE 42:10
• 42.1:10
2.1 - Carriage Servo • Printhead missing or damaged
• SE 02:10
• Carriage Jam error during printer startup
• SE 42:10 • 41:10
2.2 - Paper Servo
• Paper jam error • 85.2:10

• Opening ink door does not cause carriage to move to ink cartridge replacement position
2.3 - Ink Door Sensor 51.1:10
• Printer displays animation “Replace ink cartridges and close door” continuously although door is closed

• Printer displays animation “Close top cover” continuously although the cover is closed.
2.4 - Top Cover Sensor 51:10
• Opening top cover does not cause printer to beep and show “Close top cover” animation

• Printer is not able to complete the load because it cannot detect paper
2.5 - OOP Sensor 53.1:10
• Front panel shows that media is loaded when no media is loaded
• Printer shows “Close Output Tray Sensor” animation when trying to load or print from a roll, even though the
2.6 - Output Tray Sensor 53.2:10
tray is closed

2.7 - Line Sensor (Zim/Spot) • Printer cannot complete the load because it cannot detect paper 55:10

Shows if ink pump is

2.8 - Pump • When there is an Ink System Failure during pen priming, even with new supplies and new printhead
working or not

2.9 - Display frame keys • When you suspect one of the front panel keys is not working Repair front panel or not

• When you want to check if the front panel display is ok

2.10 - Display Repair front panel or not
• When the front panel does not respond to touch on the Home screen
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 SYSTEM ERRORS
System Errors (SE)
T120/T520 have only 24 System Errors

All T120/T520 System Errors follow the LFP SE numbering/description

XX.n:YZ.m
Important rules
• Proceed step-by-step when troubleshooting
• Do not repair two parts at same time; always try the printer first if the error disappears
• Do not repair two electronic parts at same time

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Service Manual
Improvements

For the first time detailed

troubleshooting information is divided
between remote (call agent) and onsite
(service engineer)

1 SE/1 Part: First part

recommended/after diagnostic is
supposed to solve 90% of the System
Errors

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 SYSTEM ERRORS
SE summary (1/2)
SE What Remote Onsite

01.1:10 Main PCA (MPCA) failure Power off; reconnect power cord and power on Ensure cabling is ok, Replace Main PCA

Ensure cabling is ok; Replace Bundle PCA; Replace Bundle FFC

01.3:10 Bundle board failure Power off; reconnect power cord and power on
cable

Ensure trailing cables are ok; Check 2.1 CarriageServo (Support

02:10 Carriage board failure
Menu); Ensure encoder strip is ok; reseat PH; replace carriage

Ensure cabling is ok; check that SS is clear; Replace SS; Replace

21:10 Service Station (SS) failure Power off; reconnect power cord and power on
Bundle Board
Check 2.8 Pump (Support Menu); Ensure cabling is ok; Ensure
21.1:10 Pump motor failure Check 2.8 Pump (Support Menu)
tubes are ok
27:10 Generic Printhead error Ask customer to reseat printhead
Check 2.2 PaperServo (Support Menu); Replace Paper Motor;
41:10 Paper/Feed Motor failure Check 2.2 Paper Servo
Replace Main PCA

Right Rear gear train (picking motor) Remove multi-sheet tray and check possible paper jam; Ensure
41.1:10 Power off; reconnect power cord and power on
failure cabling is ok; Replace Right Rear gear train; Replace Bundle Board

42:10 Carriage servo failure Check 2.1 Carriage Servo (Support Menu)

Check 2.1CarriageServo (Support Menu); Ensure cabling is ok;

13
42.1:10 Carriage motor failure
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Ensure Carriage Motor Belt is ok; Replace it
 SYSTEM ERRORS
SE summary (2/2)
SE What Remote Onsite
Power off; reconnect power cord
Rewinder motor failure Ensure cabling is ok; Replace Rewinder Module; Replace Main PCA
and power on

Check 2.4 Top Cover Sensor Check 2.4 Top Cover Sensor (Support Menu); Replace Top Cover Sensor; ); Ensure cabling is ok;
51:10 Top Cover sensor failure
(Support Menu) Replace Main PCA

Check 2.3 Ink Door Sensor Check 2.3 Ink Door Sensor (Support Menu); Replace Ink Door Sensor PCA; Ensure cabling is ok;
51.1:10 Ink door Sensor failure
(Support Menu) Replace Main PCA

Check 2.5 OOP Sensor (Support Check 2.5 OOP Sensor (Support Menu); Remove multi-sheet tray and check possible paper
53.1:10 OOP sensor failure
Menu) jam; Replace OOP Sensor; Ensure cabling is ok; Replace Bundle PCA; Replace Bundle FFC cable;

Output Tray sensor Check 2.6 Output Tray Sensor Check 2.6 Output Tray Sensor; Ensure the pin is inside the sensor; Replace OTS PCA; Ensure
53.2:10
failure (Support Menu) cabling is ok; Replace Main PCA

Check 2.7 Line Sensor (Support Check 2.7 Line Sensor (Support Menu); Ensure cabling is ok; Replace Carriage Servo; Replace
55:10 Line Sensor failure
Menu) Main PCA

Feed Index Sensor Power off; reconnect power cord Ensure cabling is ok; Replace Feed Index encoder sensor PCA; Clean Encoder Disk; Replace
85.1:10
failure and power on Encoder Disk

Feed encoder Sensor Check 2.2 Paper Servo (Support Check 2.2 PaperServo (Support Menu); Ensure cabling is ok; Replace Feed Encoder sensor PCA;
85.2:10
failure Menu) Clean Encoder Disk; Replace Encoder Disk

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 SYSTEM ERRORS
Special SE for T120/T520
System Error 59.1:19
S/N mismatch on NVM
• Corrective action: Two electrical parts have been replaced at the same time. Replace one part at time, and
restart the printer before replacing another.
System Error 59.2:19
An unsupported or reused NVM has been installed
• Corrective action: Install only new parts recommended for HP printers.
System Error 01.1:19
Wrong Main PCA installed (incompatible memory)
• Corrective action: Replace the Main PCA that matches printer model.
System Error 79:03
(Refer to the final Service Manual being published in September for details)
• Power off/on; firmware upgrade; hard reset - Ongoing

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 WARNINGS
Warnings table (1/2)
Problem type Message
Printhead(s) missing The printhead appears to be missing, not detected, or incorrectly installed
Incompatible printhead The printhead is not intended for use in this printer
Ink cartridge almost empty Replace the ink cartridge soon
The cartridge appears to be missing or damaged. Remove the cartridge and
Ink cartridge problem
reinstall.
Ink cartridge problem The cartridge must be replaced. Remove the cartridge and reinstall.
Paper mismatch Paper detected does not match paper size or type selected.
The cartridge cradle cannot move Please turn device power off. Check device for paper jam or other obstruction.
Paper jam There is a paper jam (or mis-feed). Clear the jam and press Resume on the printer.

HP Designjet Utility
Animation
No need to switch off
No media lever
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 WARNINGS
Warnings table (2/2)
Problem type Message
The printer is out of paper Load more paper and press Resume on the front of the printer.
Incompatible cartridge The cartridge is not intended for use in this printer.
Printer offline Your printer is currently offline.
Printer paused Your printer is currently paused.
Document failed to print The job failed to print due to an error in the printing system.
Ink door open Please close ink door
Top cover open Please close top cover
Load paper The printer is not able to complete the load because it cannot detect the paper
Out of memory Out of memory

1. Send job as bitmap

Will send the job already processed in the computer and rasterized
Prevents out of memory issues in the printer
2. Max. application resolution
Lowers the resolution reported to the application to the value selected
Useful when applications have trouble handling large amounts of data
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What to do if the front panel is blank
Perform or ask the customer to perform
• Check whether the Power LED button turns orange while the Power button is held
down.
• This diagnostic provides information weather Power supply, Front panel or Main
PCA is broken.

Orange light No orange light

• Wait for printer to make a beeping • No power is reaching printer
sound • Verify that power cord is plugged in
– Three beeps or no beeps:
correctly
o Front panel is broken; needs repair
• If problem persists, power supply needs
– One long beep:
to be repaired
o Electronic problem; Main PCA
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Lesson 2

Paper Issues

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Paper issues - Introduction
• For every paper issue, first make sure you review the media
supported by the product (type and size)
• Make sure the customer has followed User Guide instructions
to load the media. In summary:
−Supported media
−Appropriate path
Full troubleshooting
−Following front panel instructions for paper issues can
• Then other actions can be performed: be found in the
−Power off, power on service manual.
−Try different medias
−Sensor diagnostics
−Firmware upgrade

Detailed information about HP Large-Format Media compatibility:

http://h10088.www1.hp.com/cda/gap/display/main/index.jsp?zn=gap&cp=20000-13698-27608_4041_100__
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GSM vs. length – Diameter 105mm
Supported diameter 105mm

GSM length
80 170
90 150
120 115
180 75
210 65

http://www.casepaper.com/resources/calculators/roll-weight/

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Lesson 3
Image Quality and Supply Issues

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Image quality troubleshooting: IQ Assisted Image
Non-HP or refilled Print PQ Diagnostic
cartridges?

Problem? No problem?
Media problem? Align
Ink system functioning
properly; troubleshoot
Clean PHA
Print settings correct? other possible causes,
3 levels
Check out product
Still problem? limitations
Print Agent Assisted
Image
Still problem?
Replace PHA

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Agent assisted image
Available to check if printer has a
hardware issue or not
Available from the support menu.

See the Service Manual for more

information

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Ink warranty entitlement: General
Ink warranty…
…does not cover HP ink products that have been refilled, remanufactured, refurbished,
misused, or tampered with.

• Ink supplies have their own warranty.

• A defective ink cartridge or printhead can be replaced under warranty even if the printer is
out of warranty.

Do not replace ink cartridges under warranty if they are:

• Empty
•Tampered with
•Non-HP (refill or remanufactured)
• Past the warranty ends date printed on the cartridge
warranty terms are in c00206040 – the public ink supplies warranty document
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Printhead warranty entitlement

Warranty
One year from date of installation, or 4000 ml of HP ink have been cycled through the printhead,
whichever occurs first
Shelf life
• The dry PHA has two years of shelf life (excluding the 1 year installed inside the printer).
• However, since it is bundled with the ink cartridges, which has a shelf life (formerly called
install-by) of 1.5 years, the Printhead Replacement kit has 1.5 years shelf life also

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Warranty entitlement
Printheads – Non-HP inks

No warranty for printheads damaged by non-HP ink

HP cannot guarantee the quality of non-HP inks.
Independent testing found:
− Nearly one out of every six refilled ink cartridges tested was dead on arrival or failed prematurely
− 70% of refilled cartridges had some form of reliability problem
− Note: Ink leaks are often due to refilling practices (cartridge septum is damaged during refilling)

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APJ region only/Arc Warranty Validation

Advise customers to do the following when claiming for

Warranty
• Bring the Printer Status Report
• Ink cartridges need to be inserted into the Printhead, to
prevent ink leaking from PHA. Then ARC will return these
cartridges to the customer.
• ARC will replace with HP711 Designjet Printhead
Replacement Kit if PHA found to be defective.

Setup -> Internal Plots -> User Plots -> Printer Status Report

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Lesson 4

Software, Firmware, and Connectivity Issues

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HP Designjet Utility issues - Windows

• Windows Libraries require .NET 4.0 framework

−Downloaded from the Internet to the PC during DVD installation
−If it is not downloaded because user has no connection, a Windows message will appear.
−The user should download it manually from the Microsoft website
http://www.microsoft.com/en-us/download/details.aspx?id=17718

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Output not as expected: Landscape/portrait
New driver available at FCS optimized for using cut sheets

Situation
• Current driver is optimized for printing on roll media
• Some beta customers were printing multi-page jobs in Word or PowerPoint with different
landscape/portrait orientations, using the Multi-sheet tray.
• Since driver is optimized for roll printing, output never gets appropriate orientation (always portrait)

Solution
• A new driver is being developed

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Output not as expected: Landscape/portrait
New driver avail at FCS optimized for using cut sheets

New driver behavior

The new driver will behave in the following way:
1. If user specifies media to use in the driver,
appropriate orientation will be performed in
the driver.
2. If user does not specify the media to use
(using “any”), printer will behave as Roll.

Default “Any”
Recommend to change to “Short edge first”
In any case, customer can define the default
for Multipage jobs
behavior (“any”) by going to Devices & Printers
folder > Printer properties > Advanced settings

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Lesson 5

Initialization Process

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The initialization process: What the printer does to
get ready to print
Three states between Power On and the Home Screen
Power On

1 2 3
ELECTRONICS FIRMWARE MECHANICAL
initialization initialization initialization

Ready State
Home Screen
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 1
State 1: Main electronics initialization ELECTRONICS
initialization
First state after power on

• Control panel moves from flash white turning to black

• Printer reads firmware from flash USB disk (long beep)

What happens if front panel does not answer: Run the “no power on/front panel blank”
troubleshooting steps

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 2
State 2: Firmware initialization FIRMWARE
initialization

State 2 State 2
START END
Bundle board initialization
HP logo appears HP logo
and other ASICs
with static bar changes

Troubleshooting
If there are any failures, a System Error will appear, and you will be able to run Diagnostics by pressing 15secs power on
button.
Otherwise perform “no power on” troubleshooting
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 3
State 3: Mechanical Initialization MECHANICAL
initialization
Three phases

2
3
1 Check that
Media and print
Basic check of servos Scan Axis &
system initialization
Paper Axis are clean

Actions depend on how printer was powered off

• Clean Power Off (fast init)
• Dirty Power Off (complete init)

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Initialization flow summary

[Long beep]

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Conclusions

• Understanding the initialization process can help you pinpoint and troubleshoot
startup errors
• T120/T520 mechanical and firmware initialization is faster than other printers

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Next challenge: Remove and replace

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