Paper troubleshooting
Use the following section to troubleshoot paper-related issues when the problem has not been solved by
following the troubleshooting of paper issues in the user's guide.
For every paper issue, first make sure you have reviewed the paper supported by the product (type and
size). Also make sure the customer has followed the user's guide instructions to load the paper. In
summary, check that the customer is:
●
Using supported paper
●
Using appropriate paper path
●
Following the front-panel instructions
For further detailed information about HP Large-Format Printing Supplies, see
http://www.hp.com/go/
designjet/supplies.
Paper cannot be loaded successfully
Remote troubleshooting (call agent)
●
Check that the customer has followed the paper troubleshooting included in the user's guide, if
not, help the customer to do it.
●
If the problem persists, ask the customer to restart the printer.
●
If the paper still cannot be loaded after restarting, follow the next recommendations depending on
the type of paper the user is trying to load (roll, single sheet, or from the Multi-Sheet Tray).
Unsuccessful roll load
1. Ensure that the Output Tray is closed. If the Output Tray is open, ask the customer to close it and
try to load the roll again.
2. Ask the customer to try to print from the Multi-Sheet Tray. If he can print from the Multi-Sheet Tray,
it means that the OOP sensor and the paper motor work correctly. Ask the customer to re-check
that there are no pieces of paper stuck in the paper path.
3. If no anomalies are detected, ask the customer to cut 10 cm of the paper roll or use a new roll (if
possible) and try to load the roll again.
4. If no anomalies are detected, ask the customer to run the OOP sensor diagnostics (see
2.5 Out-Of-
Paper Sensor on page 110). If they fail the OOP sensor should be replaced, arrange the
shipment of an OOP sensor (CSR A part) to the customer.
5. If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Unsuccessful sheet load
1. Ensure that the Output Tray is closed. If the Output Tray is open, ask the customer to close it and
try to load the sheet again.
2. Ask the customer to try to print from the Multi-Sheet Tray. If he can print from the Multi-Sheet Tray,
it means that the OOP sensor and the paper motor work correctly. Ask the customer to re-check
that there are no pieces of paper stuck in the paper path.
ENWW
Paper troubleshooting
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