Remedy: Remote troubleshooting (call agent) 1. Switch the power off and disconnect the power cord. Reconnect the power cord and power on the printer. 2. The call agent should ask the customer to go to the Support Menu, by pressing the power key continuously for 15 seconds. 3. Go to Diagnostics menu and perform the 2.8 Pump diagnostic procedure, see 2.8 Pump. 4. The call agent should arrange a service engineer visit to change the Pump, and to follow the Onsite troubleshooting below. • Prime pump • CQ890-67030 5. If a different system error is displayed then the call agent should perform the applicable troubleshooting procedure. Onsite troubleshooting and solution (service engineer) 1. Go to the Support Menu (see Entering the support menus) and perform the diagnostic procedure 2.8 Pump, see 2.8 Pump. 2. Remove the covers and check that the cable of the Prime Pump is connected to the Pump and Bundle PCA and it is not damaged. Important note: If the cable is not connected then reconnect it, and power on the printer again to check whether the error has disappeared. Important note: If the cable is damaged then order a Cable Service Kit: • Cables Sk • CQ890-67021 3. Check also that the tubes are well connected and not damaged. You can run the Pump diagnostic again to check for damaged tubes. 4. Replace the Pump motor, see Prime Pump. • Prime pump • CQ890-67030 5. Replace Bundle PCA, see Bundle Board. • CQ890-67022
Code: 21:10
Description: Service Station does not work properly or communication lost. Bundle PCA
Remedy: Remote troubleshooting (call agent) 1. Switch the power off and disconnect the power cord. Reconnect the power cord and power on the printer. 2. The call agent should arrange a service engineer visit to change the Service Station, and follow the Onsite troubleshooting below: • Service station assy • CQ890-67045 3. If a different system error is displayed then the call agent should perform the applicable troubleshooting procedure. Onsite troubleshooting and solution (service engineer) 1. Remove covers and check that the cables from the Service Station to the Bundle PCA are correctly connected and not damaged. Important note: If any cable is disconnected then reconnect it, and power on the printer again to check whether the system error has disappeared. If any cable is damaged then order a Cable Service Kit. • Cables Sk • CQ890-67021 2. Make sure that the Service Station path is clear. Remove any visible obstacles (screws, plastic parts, etc.) restricting the movement of the Service Station. 3. Go to Support Menu, see Entering the support menus and run 2.12 Service Station, see 2.12 Service Station to check whether the system error has disappeared. 4. Replace the Service Station, see Service Station. • Service station assy • CQ890-67045 5. Replace the Bundle Board, see Bundle Board. • Bundle board • CQ890-67022
Code: 26:10
Description: Ink System Failure. PHA, Service Station, Carriage PCA, Trailing Cables
Remedy: Remote troubleshooting (call agent) 1. This error never appears in the Front Panel, it is only logged into the Error History and it is equivalent to the message: There is a problem with the printer or ink system. Turn printer off, then on. If the problem persists, contact HP. 2. See Ink system hardware troubleshooting.
Remedy: Remote troubleshooting (call agent) 1. This error occurs only when the printhead is detected as faulty during first printer installation (Out Of the Box Experience). If it happens, follow printhead troubleshooting: see Printhead troubleshooting.
Code: 41.1:10
Description: Right Rear gear train failure. Bundle PCA, Multi-Sheet Tray
Remedy: Remote troubleshooting (call agent) 1. Switch the power off and disconnect the power cord. Reconnect the power cord and power on the printer. 2. The call agent should arrange a service engineer visit to change the Right Rear Gear Train, and follow the onsite troubleshooting below • Right rear gear train • CQ890-67041 3. If a different system error is displayed then the call agent should perform the applicable troubleshooting procedure. Onsite troubleshooting and solution (service engineer) 1. Remove the Multi-Sheet Tray, see Multi-Sheet Tray Assembly and check that there is no paper jam or anything in the gear of the tray preventing the movement. 2. Remove covers and check that the cables from the Right Rear gear train to the Bundle PCA are correctly connected and not damaged. If any cable is disconnected then reconnect it, and power on the printer again to check whether the system error has disappeared. Important note: If any cable is damaged then order a Cable Service Kit. • Cables Sk • CQ890-67021 3. Replace the Right Rear Gear Train, see Right Gear Train Module. • Right Rear Gear Train • CQ890-67041 4. Replace the Bundle Board, see Bundle Board. • Bundle Board • CQ890-67022 5. Replace the Multi-Sheet Tray assembly, refer Multi-Sheet Tray Assembly • Multi-Sheet Tray assembly • CQ890-67007
Code: 41:10
Description: Paper Servo error. Feed Encoder Sensor PCA, Feed Index Sensor PCA, Feed Encoder Disk
Remedy: Remote troubleshooting (call agent) 1. Switch the power off and disconnect the power cord. Reconnect the power cord and power on the printer. 2. The call agent asks the customer to go to Support Menu by pressing the Power key continuously for 15 seconds. 3. Go to 2 Diagnostics menu and run Paper Servo diagnostic, see 2.2 Paper servo. 4. After running the diagnostic the printer will show one of these system errors: • 41.2:10 arrange a service engineer to replace Paper/Feed motor and follow the Onsite Troubleshooting explained below, see Paper Motor. œ Paper Motor • CQ890-67036 • 85.2:10: need to replace Feed encoder sensor PCA and follow Onsite Troubleshooting explained on the 85.2:10 error • 5. The call agent should arrange a service engineer visit to replace the right part depending on the system error. Onsite troubleshooting and solution (service engineer) 1. Go to the Support Menu (see Entering the support menus) and run diagnostic 2.2 Paper Servo, see 2.2 Paper servo. If the system error continues, remove covers and check that all the cables are well connected to the Main PCA, specially the paper motor cable, and none of them are damaged. If any cable is not connected then reconnect it, and power on the printer again to check whether the system error has disappeared. Important note: If any cable is damaged then order a Cable Service Kit. • Cables Sk • CQ890-67021 2. If the 41.2:10 error continues then the Paper/Feed motor should be replaced. See Paper Motor. Paper Motor • CQ890-67036 3. Replace the Main PCA, see Main PCA. • Main PCA Basic • CQ891-67003 • Main PCA Pro • CQ890-67023