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HP Designjet CP Series Printers - Media Loading Issues

	Parts required (part numbers are subject to change)
	Troubleshooting steps
	Check/replace the media sensor and media load button
	Media Axis (X-Axis) test
	Sensors test
	Check/replace the right rollfeed assembly
	Performing Service Calibrations or Service Diagnostic Tests

Document number: BPP90128

Last updated: 14-Jan-2003

Minimum skill level: 2

The printer will not load media. Common causes of media loading issues are operator error, media jams, or the X-axis motor (media motor). Other possible causes include the Media sensor or the Pincharm sensor. Use the steps listed below to determine the actual cause of the failure and to replace the appropriate parts.

Parts required (part numbers are subject to change)

Part Description	Models - C4703A, C4704A, C6085A	Models - C4723A, C4724A, C6084A
Media Sensor (Required)	C4704-60195	C4704-60195
Media Load Button (Required)	N/A	C4723-60017
X-Axis Motor Assembly (Required)	C4724-60053	C4724-60053
Pincharm Sensor (Required)	C4704-60052	C4704-60052
Right Rollfeed Assembly (Required)	C4704-60199	C4704-60199
Media Spindle (Required)	C3196-60163	C4723-60241

NOTE: If Removal and Installation instructions are needed for reference during any repairs performed, refer to the CP Series Service Manual available on the Computer Care Web site for review or download.

Troubleshooting steps

If parts are replaced or fixed in any of the steps listed below, attempt to verify printer functionality by turning the printer on and successfully printing internal test prints. If functionality is verified, no additional parts should be replaced.

1. Turn the printer off.
2. Lift the top cover and lower the media lever (ensure the pincharms release pressure on media).
3. Carefully move the carriage and/or cutter assemblies to home positions (carriage far right, cutter far left).
4. Remove all media from the printer.
5. Remove any small pieces of media that may be stuck in media path. A manila file folder may be inserted into the media path to clear any unseen obstructions.

CAUTION: The media sensor can be damaged or broken very easily. Slide the folder in on the right side (between the Pincharm assembly and Drive roller) to prevent damaging the sensor.

6. If the obstruction is removed, try loading both roll and sheet (preferably larger than 8 1/2 x 11) media two times each to prove functionality.
7. If loading media is unsuccessful, or no problem is found with the media path, continue with the remaining steps.

Check/replace the media sensor and media load button

1. Turn the printer off, and remove media (if loaded).
2. Ensure the top cover is closed and the pincharm lever is in the up position.
3. Turn the printer on and wait for the printer to complete initialization (Status - Ready for Media).
4. Align the media with the perforated line on the entry platen (insert the media until it stops).
5. The printer should start to pull media when the media sensor is tripped (3000 series will prompt to Press Media Load key after media sensor is tripped.)
6. Select Roll or Sheet load.
7. Select the type of media to be loaded.
8. If no response from the printer, attempt to reload media.
9. If the printer still will not load the media or prompt for media load button, replace the media sensor (refer to pg. 8-78 of the Service Manual).
10. 3000 Series only - If prompt does not change to roll or sheet load after pressing the Media Load key, replace the media button (refer to pg. 8-90 of the Service Manual).

NOTE: As a workaround, if the prompt does not change after pressing the Media Load key, press the Up Arrow. The printer may prompt to load media (roll or sheet), which will allow the media load process to continue. This is a workaround that may allow the user to continue printing and not a solution to the issue. Service must still be performed on the printer to correct the problem.

11. If no problems are found or the problem persists following replacement, continue with testing the Media Axis.

Media Axis (X-Axis) test

1. Enter the Service Test/Diagnostics menu (instructions below).
2. Remove media, if loaded.
3. Scroll to D04 Media Axis Test and press Enter.
4. Display indicates "***" while testing.
5. A "D0400 OK" message will be displayed if the test passes. Continue with testing the sensors as described below.
6. If a "D0401 Fail," "D0402 Fail," or a "D0403 Fail" message is displayed, replace the X-axis Motor (refer to pg. 8-66 of the Service Manual).
7. Following replacement, turn the printer on and perform an Accuracy calibration.
8. Following a successful Accuracy calibration, turn the printer off then on and attempt to verify functionality.
9. If the test passes or problems persist following replacement, continue with testing the sensors.

Sensors test

1. Enter the Service Test/Diagnostics menu (instructions below).
2. Scroll to D08 Sensors and press Enter.
3. Follow the instructions on the front panel. Each step MUST be completed within 10 seconds or a "D08xx Fail" message will be displayed on front panel. (xx corresponds to the sensor that was being tested.)
4. If the test passes a "D0800 OK" message will be displayed on front panel, attempt to verify printer functionality. If problems persist continue with checking the Right Rollfeed assembly.

NOTE: If the Sensors test passes, do not replace any of the sensors.

5. If the test fails one of the following three messages should appear:
1. D0808 Fail - Check/Replace the Standby Button sensor (refer to pg. 8-24 of the Service Manual).
2. D0809 Fail - Check/Replace the Media sensor (refer to pg. 8-78 of the Service Manual).
3. D0810 Fail - Check/Replace the Pincharm sensor (refer to pg. 8-84 of the Service Manual).
6. Following replacement, attempt to verify functionality.
7. If the problem persists, check/replace the Right Rollfeed assembly as described below.

Check/replace the right rollfeed assembly

1. Remove the media spindle from the printer.
2. Check the right rollfeed assembly for tension. The gear should be stiff, but can be overpowered. Use a pencil eraser or finger to move the gear assembly.
3. If the rollfeed does not move, moves without any tension or makes any unusual noises while moving, replace the right rollfeed assembly (refer to pg. 8-81 of the Service Manual).
4. Following replacement of the rollfeed assembly, verify printer functionality.

Performing Service Calibrations or Service Diagnostic Tests

Following each calibration, turn the printer off to store the new calibration values in the EEROM. Turn the printer on (entering Service mode) and perform the next required calibration. Repeat this cycle until all necessary calibrations have been performed.

1. Make sure the printer is turned off from the power switch on the back of the printer.
2. Hold the Up Arrow key and the Enter key down while turning the printer on.

NOTE: Continue to press both the Up Arrow key and the Enter keys until letters begin to scroll on the lower right corner of the front-panel display.

3. Once the message "Status/Ready" is displayed on the front panel, press Enter.
4. Use the Arrow keys to scroll to Utilities and press Enter.
5. Scroll to Service Tests and press Enter.
6. Scroll to Service Calibrations or Diagnostics and press Enter.
7. Use the Arrow keys to scroll through the specific calibrations or Diagnostic tests and press Enter when the required calibration/test is displayed.

NOTE: For the best results when performing the Accuracy calibration, use a Polyester Matte film. If Polyester Matte film is not available, use HP High Gloss or Heavy Coated media.

Copyright Hewlett-Packard Co. 2001
This information is subject to change without notice and
is provided "as is" with no warranty.
Hewlett-Packard shall not be liable for any direct,
indirect, special, incidental or consequential damages
in connection with the use of this material.

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