Designjet 500 plotters locking up (201 Views)
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Occasional Visitor
F0xy
Posts: 4
Registered: ‎07-31-2014
Message 1 of 6 (201 Views)

Designjet 500 plotters locking up

Hi Guys,  we have a client with 3 Designjet 500 plotters.  over the last few weeks they have all started locking up after print jobs are sent to them.  There's no error at all on the plotter, it all looks OK but the print job eventually errors out in the spooler and the plotter itself has completely locked and can only be reset by unlugging and plugging back in.

 

We have re-flashed the firmware on both the plotters and the jet direct cards and have also swapped one of the jet direct cards for a 620, as we read about these issues with the 610 and 615 cards.

 

Doesn't matter if you print directly to them or via th server share, same thing happens after 1 or 2 jobs have gone through.  Doesn't matter what you are printing.

 

Just wondered if anyone had seen a similar scenario with multiple printers?

 

Outstanding Contributor
DavidZuts
Posts: 15,506
Registered: ‎02-27-2006
Message 2 of 6 (190 Views)

Re: Designjet 500 plotters locking up

2 things come to mind. First load the printer on one computer as a local tcp/ip printer, bypassing any server or share so it prints directly to the printer from it's printq. Next in the driver find the troubleshooting icon and click on it and then check the box to send as a bitmap (process in the computer) See if that computer can print to the plotter without it locking up.
Occasional Visitor
F0xy
Posts: 4
Registered: ‎07-31-2014
Message 3 of 6 (162 Views)

Re: Designjet 500 plotters locking up

Hi David,

 

we have tried removing from the network and printing via USB and the bitmap setting.  Same thing happens.

 

The only way we managed to get one unit to behave normally was to remove it from site to our workshop, which is much cooler.  we then connected to our network and printed the same documents the client prints with no issue at all.  Unit was left on for 3 days continuously with regular prints sent to it. No lock ups.

 

Returned it to site and it worked for a day before starting to lock up again.

 

We've monitored the network traffic and there is nothing 'talking' to these plotters outside of regular print jobs and no other issues with the network.  We've also replaced one of the network cards just to check that out as well.

 

We ahave concluded it is an overheating issue but would be good if there was some way to confirm this via some sort of log or diagnostic software.  the printer itself gives no error message when it locks up and there's nothing recorded in it's own limited diagnostic afterwards.

 

Valued Contributor
Mikeg81
Posts: 325
Registered: ‎08-27-2012
Message 4 of 6 (141 Views)

Re: Designjet 500 plotters locking up

Hi,

 

When you printed the customer files on your shop with no problems, did you used the same computers?

If you did not, then could be a driver problem.

 

Try removing the driver completely from the client computer and install it again on the cliente computer dirrectly, using the lates driver from the HP site.

With the new driver install check these options on the printing preferences window:

 

 - Compatibility with 16-bit applications

 - Send Job as a Bitmap

 - Enable SpoolSmart

 

Best regards

 

Mike G

Occasional Visitor
F0xy
Posts: 4
Registered: ‎07-31-2014
Message 5 of 6 (117 Views)

Re: Designjet 500 plotters locking up

Thanks Mike,

 

we have removed the plotters completely from the server and the PC's and tried adding them locally via the network, back via a server share and also by USB and sharing via a PC.

In addition we have tried just about every driver and firmware combination in association with the different connection methods.


We have also removed the covers and ensured tha air flow is good and also removed both the jetdirect and also the GL cards.

 

Basically, they do a few prints, you just think they have settled down and then they lock up again :(

 

A couple of them are also now giving printhead errors which seems to come and go.

 

Could it be that the main boards have just overheated and fried as I've seen similar things with laser printers?

Valued Contributor
Mikeg81
Posts: 325
Registered: ‎08-27-2012
Message 6 of 6 (107 Views)

Re: Designjet 500 plotters locking up

Hi,

 

It is not normal for a Main PCA on this units to overheat, but I will not say that is not the case.

 

Now that you say that you are having printhead errors, the problem could be related to the printheads.

Printheads do overhead and sometimes lock the printer.

 

Look for printheads out of warranty and try replacing those. Check the warranty and contact HP to have those replace if they are in warranty and giving errors.

 

Try disconnecting the printer from the network and any computer; No USB or ethernet conenction; and print the troubleshooting pages a few of times. if the printer does not show the issue, you can discard a printer problem.

 

Best regards

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