PRINTHEAD TROUBLESHOOTING CHECKLIST

Phaser 8860/8860MFP Version 1.0

IMPORTANT! This checklist outlines proper printhead troubleshooting procedures. All Xerox service employees and any other service personnel on any job involving a printhead replacement should perform it. Service person name Service Company Phone Number Date of printhead replacement Printer serial number Defective Printhead serial number OUT Request ID number

Troubleshooting Summary Follow the checklist below and fill in spaces as they apply as you complete the troubleshooting procedures. Incorrect Colors -- Incorrect colors, such as reds printing orange, IS NOT A VALID REASON for replacing the printhead. Color issues are correctable by either purging old ink out the printhead or using alternate Color Corrections at the print driver.
Check List Items to Complete Do you suspect or have evidence of use of generic ink (non-Xerox ink)? The following page illustrates Genuine Xerox Ink Sticks to help you tell the difference from non-Xerox ink. Value or Result YES NO
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What to look for

Step 1

1a. Did the customer state that they have used generic ink in this printhead? YES NO 1b. Did you observe generic sticks or related packaging at the site? YES NO 1c. Are there generic ink sticks in the ink loader? YES NO 1d. Does the service history indicate previous use of generic ink? YES NO Indicate brands and lot codes of generic ink if used: ______________________________________________ If you answered YES to any of the above, be sure to document the use of non-Xerox ink in the Comments section of this document. Xerox U.S. personnel and Service Delivery Partners please record non-Xerox ink use in the FIST system as well. (Use the NXT line code.)
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Copyright 2007 by Xerox Corporation. All rights reserved.

How to identify Phaser 8860 and 8860MFP Xerox Ink Sticks

Phaser 8860
Interlocking ends XEROX and Slot numbe molded in top: 1, 2, 3, 4

Single notch on guide rail Indented guide Ink ID Code molded in bottom Smooth, rounded bottom

Step 2

Print the Service Usage Profile. It is located in the front panel menu Troubleshooting Service Tools.

If Line 631 Printhead ID lists a date, record the date (month day year) here: If Line 636 IDU lists any values, record the numbers here:

Printhead ID: 00-09: _______________ 10-29: _______________ 30-99 _______________ 100+: _______________ IDU: 00-09: 10-29: 30-99 100+: _____________ _____________ _____________ ______________

Step 3

Does the printer display any of the following error codes indicating a possible problem with the printhead?
13,195.45 13,197.47 13,259.46 13,261.48 13,323.47 13.325.49 34,005.47-cyan 34,006.48-magen 34,007.40-yellow 34,008.41-black 37,002.47 37,003.48 37,004.40 37,005.41

YES NO
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Xerox U.S. personnel please record these dates in the FIST system as well as in this document If YES please write down the error code. _______________ 3a. If error code 13,264.4x is present in the Fault History replace the electronics module (continue to 3b). 3b. If a printhead thermistor open or shorted error code 13,195.45, 13,197.47, 13,259.46, 13, 261.48, 13,323.47, 13.325.49 or ink level sense open error code 34,005.47, 34,006.48, 34,007.40, 34,008.41 is displayed perform the following steps: 3c. Inspect and reseat the printhead interface cable (gray ribbon cable on top of printhead) and retest. 3d. Replace the printhead. The repair is complete! AC heater PEST error code 37,002.47, 37,003.48, 37,004.40, or 37,005.41 can be caused by low or irregular AC voltage. Power up the printer on a different AC circuit on a different breaker. Turn off other devices, such as laser printers and coffee makers on the same circuit.

Copyright 2007 by Xerox Corporation. All rights reserved.

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Step 4

Does the printer display any of the following error codes indicating ink contamination?
34,015.48-cyan 34,016.40-magen 34,017.41-yellow 34, 018.42-black

YES NO
Circle one

If YES please write down the error code. _______________ 4a. Ink contamination can be cause by the wrong color stick in an ink loader channel. Verify and correct for the wrong color, brand or model of ink loaded in the ink loader. Use Phaser 8860 ink to verify the printhead level sense works correctly. 4b. Restart in Level Sense Disable Mode: Power-on the printer, when the Xerox splash screen changes to Warming Up, press and hold the up-arrow and then the Back-key. The display should read Level Sense Disabled. 4c. Scrolling to the top of Troubleshooting: Service Tools menu. Scroll to the Ink Flush Prints menu. 4d. Run the Flush Print of the ink color experiencing the 34,01x error. 4e. Restart the printer and check for the ink contamination error. 4f. If the error persists, repeat the flush prints at least twice more. 4g. If error still persists, replace the printhead. The repair is complete! If NO, replace the printhead. The repair is complete!

Step 5

Visually inspect the ink reservoirs. Do they all contain a small amount of ink? No ink in a reservoir (different level from its neighbors) accompanied by many missing jets before and after a purge cycle, indicates that an ink-level sensor may have has failed. Has the printer had a printhead replaced before for a weak or missing jet problem? Is the wiper assembly correctly aligned?

YES NO
Circle one

Ink visible in reservoirs

Step 6

If YES, replace the wiper assembly. Proceed to Step 9. YES NO

Circle one

The new wiper assembly may take 6 purges to before achieving optimal performance. Ensure the wiper assembly is correctly aligned with the printhead. If the missing jet(s) recovers, the repair is complete. Is the wiper assembly out of alignment (not parallel with the printhead faceplate)? If YES, perform the wiper alignment procedure as described in the Phaser 8860/8860MFP Color Printer Service Guide.

Step 7

YES NO
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Copyright 2007 by Xerox Corporation. All rights reserved.

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Step 8

Step 9

Print Service Test Print 2: Weak and Missing Jets. Is severe color mixing apparent? Visually check the printhead faceplate. Is the faceplate contaminated?

Is there color mixing from one row to the next row for the same jet? YES NO
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Note: Some color mixing is normal following a purge cycle. It usually clears after one or two prints. If YES, replace the wiper assembly. Repeat Step 6. Are there streaks, smudges, or a scum of wax in the jet area (outlined in red) of the printhead?

YES NO
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If YES, replace the wiper assembly. Repeat the checklist stating at Step 6. Step 10a Visually check the Wiper Assembly blade. Is it OK? Check the purge performance of the purge system. YES NO
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Is there any damage or separation on the wiper blade? If YES, replace the wiper assembly.

Step 10b

Check the purge pump performance. 9a. Empty the waste tray. 9b. Select Eliminate Light Stripes - Basic from the printer front panel and run one cleaning cycle. 9c. Remove the waste tray and examine how much ink was purged. A single purge should resemble the illustration.

Is the purge mass noticeably less than what is pictured? If YES, inspect the purge hoses for pinches, splits, or tears.

Copyright 2007 by Xerox Corporation. All rights reserved.

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Step 11

Print Service Test 2: Weak and Missing Jets. Are there weak or missing jet(s)?

YES NO
Circle one

If NO go to Step 11. If YES, do the following: Check the exit area of the paper path for debris that could be scraping ink off the drum and may mimic a weak or missing jet. Select Eliminate Light Stripes - Basic from the printer front panel up to 3 times as needed to recover a weak or missing jet. Select Eliminate Light Stripes - Advanced from the printer front panel up to 2 times as needed to recover a weak or missing jet. Select Jet Substitution to substitute a working jet for the missing jet. However, if any of the following criteria is met, you should replace the printhead instead. If the customer uses the billing meters features. If three missing jets of the same color are adjacent (for example cyan jets 79, 80, and 81). By the customer runs mainly in Fast Color or Standard mode (as revealed on the Usage Profile page). The repair is complete! If YES, print 10 solid fill pages of cyan. If the bands vary in intensity and/or location over the 10 prints, the customer is experiencing stagnant ink discoloration. Continue to print solid fills of the offending color until the output is uniform. It may take as many as 60 solid fill pages to refresh all of the ink in the printhead reservoir. The repair is now complete! If No, the repair is complete!

Step 12

Is the customer experiencing vertical bands (not light stripes) in solid color areas?

YES NO
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Comments: (Xerox U.S. personnel please add all comments into FIST) ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________

PLEASE NOTE ADDITIONAL GENERIC, NON-XEROX INK INFORMATION Was generic ink or related packaging observed? YES NO Was generic ink present in the ink loader? YES NO IMPORTANT Note the brand and lot code of the generic ink, if available

Copyright 2007 by Xerox Corporation. All rights reserved.

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A completed checklist and sample prints must be returned with each printhead. Xerox reserves the right to refuse reimbursement to service personnel who do not enclose a completed troubleshooting checklist and a sample print from the malfunctioning printhead with each returned printhead.
Return the following items with the defective printhead: Two prints of Service Print 1 showing the observed printing defect. (This is not necessary for printheads replace because of an error code) This Printhead Troubleshooting Checklist (filled out) Inventory control Green Tag (filled out) Sample prints that clearly show the observed print quality defect (not necessary for printheads replace because of an error code)
Service Print 1

Copyright 2007 by Xerox Corporation. All rights reserved.

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