Description: Real Time Clock (RTC) Battery ran down.
Causes:
Remedy: How to solve. Remote troubleshooting (call agent) 1. The call agent asks the customer to go to the Support Menu by pressing the Power key continuously for 15 seconds. 2. Go to the Diagnostics Menu and select RTC Battery Status to check whether the RTC Battery has actually expired, see ARSS Test. 3. If yes, the call agent should arrange a service engineer visit to replace the RTC battery by replacing the Main PCA, see Main PCA (5HB06-67018 & 5HB08-67008). • Main PCA Onsite troubleshooting and solution (service engineer) 1. Replace the Main PCA, see Main PCA (5HB06-67018 & 5HB08-67008). 2. Switch on the printer and go to Extended Support Menu o Extended Support Menu. Select RTCBattery Expired option from the Reset Menu in order to reset the RTC battery expired flag. 3. Go back and select Set Date and Time from the Service Menu Set the correct date and time.
Code: 0004-0001
Description: Printer Bundle Board communication failure or malfunction
Causes: Bundle FFC, Main 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 Bundle PCA and follow steps below on Onsite Troubleshooting: • Printer Bundle Board 3. If a different 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 all the cables in the Bundle PCA and associated parts are correctly connected, and that none of them is 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 2. Replace the Bundle PCA, see Removal. • Printer Bundle Board 3. Replace the Bundle FFC cable, see Assy PBB to MPCA FFC 36in (5HB10-60066) / Assy PBB to MPCA FFC 24in (5HB06-60099). 4. Replace the Main PCA (MPCA See Main PCA (5HB06-67018 & 5HB08-67008)) • Main PCA
Code: 0021-0017
Description: Service station is not able to move all the way
Causes: Print Bundle PCA
Remedy: How to solve. Remote troubleshooting (call agent) 1. Switch the power off and disconnect the power cord. 2. Open the PHA door and look for paper remains that could be blocking the SVS movement. 3. Reconnect the power cord and power on the printer. 4. The call agent should arrange a service engineer visit to change the Service Station, and follow the Onsite troubleshooting below: • Service station assembly 5. If a different 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 the Service Station diagnostic test, see Test Service Station to check whether the system error has disappeared. 4. Replace the Service Station, see Service Station Assembly (CQ890-67045). • Service station assembly 5. Replace the Bundle Board, see Removal. • Bundle board
Code: 0024-1000
Description: Out of ink, faulty or missing cartridge during the PHA startup process
Causes: Supplies
Remedy: How to solve. Remote troubleshooting (call agent) 1. This error appears when, during the PHA startup process, the printer detects that one of the cartridges is out of ink. First, reboot the printer and check if the PHA process is able to finishfinish without further intervention. 2. Open the front window and verify that all the cartridges are properly installed. A leakage due to an improperly inserted cartridge could cause this issue. 3. If all the supplies were well inserted, ask the customer to try the process again with a new supply. It is not required to replace the PHA as the same one can be used to retry the process. 4. If the supply was prematurely detected as OOI, the call agent will arrange a shipment for the faulty HP supply replacement.
Code: 0024-1100
Description: Out of ink detected in altered supplies during the startup process
Causes: PHA
Remedy: Remote troubleshooting (call agent) Ask the customer to try the process again with a new unused HP supply. It is not required to replace the PHA as the same one can be used to retry the process.
Code: 0027-00XX
Description: PHA problem
Causes: Carriage PCA, Trailing Cable, Main PCA
Remedy: How to solve. Remote troubleshooting (call agent) 1. Remove, clean and reseat PHA kit. Also, check if ink tubes latch and PHA latch are properly closed (Green Lock). 2. The last 2 ciphers of the error code indicate the specific specific PHA failure. The call agent will note the complete system error. for later failure analysis. 3. If the PHA is still in warranty, the call agent will arrange a shipment with a PHA replacement.