Officejet Enterprise Color X555 and

MFP X585

1 50 program results
st

Ricardo Morrill
LaserJet Technical Marketing
November 2014.

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Officejet Enterprise Color X555 and MFP X585 1st
50 Program
The purpose of the First 50 program is to capture the first significant field
on site repair failures ( #number of units/parts targeted for return will vary)
and have them returned to Boise for root cause analysis instead of being
repaired.

Work directly with the EMEA and America’s Call Center to capture the First
50 unknown or Out Of the Box reported failures.

Capture whole units or spare parts for in depth analysis.

Provide prompt feedback to vendors, manufacturing and create technical

documentation based on root cause findings to better support our customers.

2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Reminder Mech Kit Strategy – a different one for
each base model
X555 Mech Kit ~18kg (~40lbs) unboxed X585 Mech Kit ~19kg (~42lbs) unboxed

Boxed weights ~23kg (~50lbs).

3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Officejet Enterprise Color X555 and MFP X585 Refresh

Demo

4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Printer Does not recognize ink cartridges & Print
head Stays down.
Issue:
Solid error 61.00.01 at power up.
Opening the Cartridge access door, the print head is remains down, never goes up.
So cartridges an not be installed to perform start up process.

Root Cause:
Manufacturing issue: Missing screw on the transmission linkage area.

Solution:
Even though on this case the missing screw was easy identifiable when torn the unit down, Due to our
service strategy the recommended step is Replace the Mech kit.

Hyperlink to SAW document:

http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-
c04224540&hsid=61882339&sz=497774

5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Printer does not recognize ink cartridge and
print head stays down.
This images shows that the upper swing arm
assy is not pinching the gear properly

images shows its missing a screw.

6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Grinding Noise when picking up paper from tray
2
Issue:
Grinding noise when picking paper from tray 2 and Solid 15.A0.02 or Solid 15.B2.02

Root Cause:
Manufacturing issue: There was a missing spring on the print mechanism linkage that interfaces with tray
2.

Solution:
Even though on this case the missing spring was easy identifiable opening tray 2, Due to our service
strategy the recommended step is Replace the Mech kit.

Hyperlink to SAW document:

http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-c04224540&hsid=61882339&sz=497774

7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Grinding Noise when picking up paper from tray
2

8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Grinding Noise when picking up paper from tray
2

Missing-Spring Spring Properly in Place

9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 REDI Sensor Mirror out of place or distorted
Issue:
Printer displaying a Solid 15.C0.02 Error at power on or Solid 15.B0.02 Error at power on.

Root Cause:
There are 2 mirror labels on the left door, one of the mirror labels was found out of
place or distorted, the REDI sensor emits the light beam and needs to feedback this
light if this light is interrupted the systems assumes there is paper prescence, if the
mirror label is not present or out of place causes the printer to report a paper jam since
the light beam has been interrupted.

Solution:
Recommend to check the mirror labels on the left door are properly positioned. If mirrors label
can not be placed properly then replace Left door/Tray 1 assembly B B5L04-67916.

Hyperlink to SAW document:

http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-
c04224540&hsid=61882339&sz=497774

10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
REDI Sensor Mirror out of place or distorted

11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 REDI Sensor Mirror out of place or distorted

12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Tip for checking REDI sensors
Demo

Emitter beams are visible

13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Paper Jams
Advance Jam Recovery Utility
Administration>Troubleshooting>Advance Jam Recovery

Print Engine – Paper Path

14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Error 30.01.41 right Out Of the Box.
Issue:
Customer reports error 30.01.41 showing in a SOLID condition as soon as the printer gets turn ON.

Root Cause:

Replacing the SCB fixed the issue; however,

Solution:
Check all connectors are firmly placed and making proper contact. connected
Verify the formatter is properly seated.
Isolate the device from the network and solutions. Elevate the case if the issue persists after replacing
the SCB:
Scanner control board PCA, standard models B5L04-67904
Scanner control board PCA, flow models B5L06-67901

Hyperlink to SAW document: http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-

c04224540&hsid=61882339&sz=497774

15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Error 30.01.41 right Out Of the Box.

Flow Model

Non Flow Model

16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Error 30.03.45 / 30.03.23
Issue:
Customer reports error 30.03.23 / 30.03.45 showing in a SOLID condition as soon as the printer gets turn
ON.

Root Cause:

The root cause in under investigation, but so far we can say there are many root causes related for these
codes and can be caused by a marginal capacitor on the scanner module, broken carriers, faulty FFC
cables, problems in the scan module, IC burned, mirror alignment,

Solution:
Check all connectors are firmly placed and making proper contact. connected
Verify the formatter is properly seated.
Isolate the device from the network and solutions. Elevate the case if the issue persists after replacing
the SCB:
Scanner control board PCA, standard models B5L04-67904
Scanner control board PCA, flow models B5L06-67901

Hyperlink to SAW document: http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-

c04224540&hsid=61882339&sz=497774
17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
31.13.01 Document feeder pick up error

Issue:
Customer reports message 31.13.01 Document feeder pick error

Root Cause:
Paper pick was initiated, but the page didn't did not make it to the pick success sensor.
(Bogie door) Roller cover open and the customer do not notice.

Solution:
Open the ADF cover, open the roller cover and close it back by pushing firmly.

IMPORTANT! - Be sure you hear 2 clicks when shutting the ADF Pick Roller cover. Only one click the
cover is NOT fully seated.

Hyperlink to SAW document: http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-

c04224540&hsid=61882339&sz=497774

18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
31.13.01 Document feeder pick up error

19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
33.03.03 Incompatible Formatter Installed on
X585
Issue:
Customer Engineer order a Mech kit to solve a customer problem, When CE replace the mech kit, add
the customer covers which include the customer serial number of the printer and the rest of the parts
and the final step, install the formatter, turns the printer on and get’s a 33.03.03

Root Cause:

CE installed a X555 formatter on a X585 engine or vice versa.

CE installed the correct formatter but the soft ID on the Mech kit is incorrect.

Solution:

We have been working on segregate the bad units from our inventory, how ever if you happen ti have
this issue, please reorder the X585 Mech kit B5L04-69001

Hyperlink to SAW document: http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-

c04224540&hsid=61882339&sz=497774

20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Ink Mixing Issue

Issue:
Customer reports print outs with stains, print quality issue, mixed inks.

Root Cause:
When moving/shipping the printer from one place to another, if we are not careful, the ink
inside the print head can be mixed and result on PQ issues.
Solution:
Run a print quality report
Performing a Print head cleaning
Diagnostic Page
Print quality service page
Printhead Diagnostics page
Gravity
http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-
c04224540&hsid=61882339&sz=497774
21 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Ink Mixing Issue

Ink mixing

22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Print Quality known issues

Density variation
Lack of ink

Die alingment

Nozzles out Mixed Ink

23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
When and what Print Quality Report?
Print quality report

Diagnostics Page

Print quality service page

24 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
When and what Print Quality Report?

Performing a Print head cleaning

Device Maintenance >Calibration/Cleaning
> Printhead Cleaning

Printhead Diagnostics page Administration >

Troubleshooting> Print Quality pages>
Print head diagnostics page

25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
61.XX.XX Errors Payload Data

http://sawpro.atlanta.hp.com/km/saw/view.do?docId=emr_na-
c04224540&hsid=61882339&sz=497774
26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Officejet Enterprise X555 & X585 Training
Information :

• WBT
• Grow@hp HP Officejet Enterprise Color X555 and HP Officejet Enterprise Color MFP X585/X585 flow
service and support training (English, Spanish, Portuguese)

• HP Officejet Enterprise Color X555 On-site Installation and Setup Guide-SAW/CSN:

c04124017
• HP Officejet Enterprise Color X585 On-site Installation and Setup Guide-SAW/CSN:
c04123957
• Service Manual Troubleshooting SAW/CSN: c04160549
• Service Manual Repair SAW/CSN: c04153317
• HP Officejet Enterprise Color X555 & X585 Instructor Guide-SAW/CSN: c04124036
• Instructor Guide is a PDF of WBT content

• Product Information
• www.hp.com/support/ojcolorMFPX585
• www.hp.com/support/ojcolorX555

27 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 OfficeJet Enterprise Color X555 & X585 (1st 50
program results)
Question and Answer Session.

•Where to find more information:

• hp.com (public) – Firmware / Drivers / Data sheets
• SAW (internal HP) – Service / Support documents
• TechWeb (internal HP) – Service / Support documents
• CSN (ASP and Channel Partners) – Service / Support documents

• ColorLok media
• www.colorlok.com
• http://www.youtube.com/watch?v=MEh2FRzEtXM

28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
 Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Restricted.