PRINTHEAD TROUBLESHOOTING CHECKLIST

Phaser 8400/WorkCentre C2424 Version 2

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 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.
Check List Items to Complete Do you suspect or have evidence of use of generic ink? Value or Result YES NO
Circle one

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 possible 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 as in this document.

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Phaser 8400/WorkCentre C2424 Printhead Checklist Rev B

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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 an error code indicating a problem with the printhead?

YES NO
Circle one

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 is displayed or a PEST error code 37,002.47, 37,003.48, 37,004.40, or 37,005.41, perform the following steps: 3c. Inspect and reseat the printhead interface cable (gray ribbon cable) and retest. 3d. Replace the electronics module and retest. 3e. Replace the printhead. If NO, replace the printhead. The repair is complete!
Ink visible in reservoirs

Step 4

Visually inspect the ink reservoirs. Do they all contain ink? No ink in a reservoir indicates that an ink-level sensor has failed.

YES NO
Circle one

Step 5

Has the printer had a printhead replaced before for a (non-NXI related) weak or missing jet problem?

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.

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Phaser 8400/WorkCentre C2424 Printhead Checklist Rev B

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Step 6

Is the Wiper Assembly correctly aligned? Print Service Test Print 1: Weak and Missing Jets. Is severe color mixing apparent? Visually check the printhead faceplate. Is the faceplate contaminated?

YES NO
Circle one

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 8400 Color Printer Service Guide. Is there color mixing from one row to the next row for the same jet? Note: Some color mixing is normal following a purge. It usually clears after one or two prints. If YES, replace the wiper assembly. Repeat Step 6.

Step 7

YES NO
Circle one

Step 8

YES NO
Circle one

Are there streaks, smudges, or a scum of wax in the jet area (outlined in red) of the printhead?

If YES, replace the wiper assembly. Repeat the checklist starting at Step 6.

Step 9

Step 10

Visually check the Wiper Assembly blade. Is it OK? Check the purge performance of the purge system.

Is there any damage or separation on the wiper blade? If YES, replace the wiper assembly.

YES NO
Circle one

Check the purge pump performance. 10a. Empty the waste tray. 10b. Select Eliminate Light Stripes from the printer front panel and run one cleaning cycle. 10c. 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 kinks, splits or tears.

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Phaser 8400/WorkCentre C2424 Printhead Checklist Rev B

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Step 11

Print Service Test 1: Weak and Missing Jets. Are there weak or missing jet(s)?

YES NO
Circle one

If NO go to Step 12. 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 from the printer front panel up to 3 times as needed to recover a weak or missing jet. Perform the JetFix technique by downloading the appropriate snippet (such as 8400_jetfix_c.ps for a missing cyan jet) to the printer. The snippets are available on the Customer Support Resources website in the Phaser 8400 web pages. Refer to Service Bulletin 640. If the jet is still missing, replace the printhead. 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
Circle one

Comments: (Xerox U.S. personnel please add all comments into FIST) ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ 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 with each returned printhead.
Please return the following items with the defective printhead: Two prints of Service Print 1 This Printhead Troubleshooting Checklist (filled out) Inventory control Green Tag (filled out) Sample prints that clearly show the observed print quality defect (not applicable for printheads replace because of an error code)
Service Print 1

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

74 75 76 77 78 79 80

Weak jet

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

9923-114

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GENERIC INK FAILURE CHECKLIST

PERFORM THIS CHECKLIST ONLY IF YOU SUSPECT NON-XEROX INK IS BEING USED.
Step Print Test Print 1 (Weak/Missing Jets). CAREFULLY examine it. Does Test Print 1 show at least one color with 8 or more 1 weak/missing jets? Step Run 10 solid fills in the suspected color from the front panel. Does the number of weak and missing jets noticeable increase with solid 2 fills. Step Does the printhead reservoir of the affected color have a large visible pool of ink obscuring the surface of the filter element? 3 If YES Go to Step 3 If YES Go to Step 3 If YES Go to B If NO Go to Step 2 If NO Go to B If NO Go to A

Ink not visible. Filter viewable. Ink passing easily thru filter.

Visible pool of ink obscuring filter. Ink not readily passing thru filter.

What to do when a printhead fails due to generic ink. Inform the customer that service will only be provided with a credit card or purchase order. The Xerox warranty/Service Agreement DOES NOT cover repair cost of the printhead when it has been damaged by non-Xerox ink and the repair cost is the responsibility of the customer. Provide the customer with the Diagnosis Form and Onsite Failure notification letters. Once payment has been authorized or assured, replace the printhead and included ink per normal procedures. Check the Non-Xerox/Tektronix Ink box on the Green tag. Enclose all sample prints (including two prints of Service Print 1), ink samples, waste ink, and this checklist with the printhead. Xerox Personnel Please provide full documentation in FIST.

What to do when a printhead does not meet the generic ink failure criterion. Inform the customer that although the Field Generic Ink Failure Test Criteria was not satisfied, engineering will further evaluate the printhead upon its return to the factory. It will be subjected to complete analysis at that time and, if found to be damaged by generic ink, the customer will be billed. Provide the customer with the Customer Alert #8 March 2005 letter. If there are weak or missing jets replace the printhead and included ink per normal procedures. Check Non-Xerox/Tektronix Ink box on the Green tag. Enclose all sample prints (including two prints of Service Print 1), ink samples, waste ink, and this checklist with the printhead. Xerox Personnel Please provide full documentation in FIST.

IN EITHER CASE PLEASE NOTE ADDITIONAL GENERIC 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
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