HP Designjet 500 and Designjet 800 Series Printers - TWI: System Error 21:11

	Parts required (part numbers are subject to change)
	Troubleshooting steps
	Verifying printer functionality

KRS document number: BPP90133

Last Updated: 03-Jan-2002

Minimum skill level: 2

System error 21:11 is generated when the printer cannot detect the Service Station or Aerosol Fan. Causes of this error can include the Service Station, Interconnect PCA, Interconnect PCA Cable or Electronics Module. Follow the steps listed below to accurately troubleshoot the issue, and replace the appropriate parts.

Parts required (part numbers are subject to change)

Part Description	Designjet 500 Models - C7769B, C7770B, C7769C, C7770C	Designjet 800 Models - C7779B, C7780B, C7779C, C7780C
Service Station Assembly (Required)	C7769-60374	C7769-60374
Interconnect PCA (Required)	C7769-60173	C7769-60173
Interconnect PCA Cable (Required)	C7769-60180 24 " C7770-60016 42"	C7769-60180 24 " C7770-60016 42"
Electronics Module (Required)	C7779-69144	C7779-69144

NOTE: If Removal and Installation instructions are needed for reference during any repairs performed, refer to the HP Designjet 500 and 800 Series Service Manual available on the Computer Care Web site for review or download.

Troubleshooting steps

If any of the troubleshooting steps listed below solve the problem, attempt to verify printer functionality (instructions below). If functionality is verified, no additional parts should be replaced.

NOTE: The printer's current firmware revision must be A.02.04 or higher for a new Service Station to work properly. If firmware is lower than A.02.04, download the newest available firmware before continuing with the remainder of this document.

1. Turn the printer off, then on to verify error. If no error attempt to verify functionality.
2. If the error appears or problems persist, continue with the remaining steps.
3. Follow the steps directly below to unlock the Carriage from the Service Station:
1. Highlight the Set-Up menu and press ENTER.
2. Press the UP arrow and ENTER simultaneously and press ENTER.
3. Highlight Service Utilities and press ENTER.
4. Highlight Unlock Carriage and press ENTER.
5. Unplug the printer from the power source.
4. Manually move the Carriage assembly out from the Service Station area and check for obstructions (remove as needed).

NOTE: If unable to release the Carriage by the previous process, remove the right end-cover and locate the main Service Station gear (as pictured in Figure 1 below) and rotate it counter clockwise approximately four revolutions. The Carriage assembly should now be free from the Service Station.

Figure 1: Service Station Gear

5. If an obstruction is found and removed, plug in the power cord, turn the printer on and attempt to verify functionality.
6. If no obstruction was found or the problem persists, continue with the remaining steps.
7. Disconnect the power cord from the printer.
8. Remove the right end-cover from the printer.
9. Open the top cover and manually move the Carriage to the left so that it is not over the Service Station (refer to Step 3 for instructions).
10. The Service Station flag should be at about a 45-degree angle as pictured in Figure 2 below.

Figure 2: Service Station flag correctly positioned

11. If the flag is correctly positioned continue with Step 16.
12. If the flag is not at a 45-degree angle, press in gently on the bottom of the gray and rotate the bottom of the flag to the right (toward the back of the printer) until the top of the flag clips into the tab on the Service Station. The flag should stay at about a 45-degree angle.
13. Plug in the power cord and turn the printer on.
14. If no error appears, attempt to verify functionality.
15. If the error reappears continue with the remaining steps.
16. Turn the printer off and disconnect the power cord.
17. Replace the Service Station assembly (refer to pg. 8-52 of the HP Designjet 500 and 800 Series Service Manual).

NOTE: The printer firmware must be upgraded to A.02.04 or higher for the new Service Station to work. The new Service Station does not have an Aerosol fan and older firmware will check for the Aerosol fan, thus causing another system error.

18. Following replacement, turn the printer on and attempt to verify functionality.
19. If problems persist, replace the Interconnect PCA and Interconnect PCA cable (refer to pg. 8-50 and 8-59 of the HP Designjet 500 and 800 Series Service Manual).
20. Following replacement, turn the printer on and attempt to verify functionality.
21. If the error persists, replace the Electronics module (refer to pg. 8-24 of the HP Designjet 500 and 800 Series Service Manual).
22. Following replacement of the Electronics module, verify functionality.

Verifying printer functionality

1. Turn the printer on.
2. Allow initialization to complete.
3. Load media into the printer.
4. From the main front-panel menu, select the Ink menu and press ENTER.
5. Select Troubleshooting and press ENTER.
6. Follow the instructions on the front panel.
7. Following a successful troubleshooting plot, printer functionality has been verified.

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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