HP Designjet 500 and 800 Series Printers - TWI: System Error 81:01, Media/Paper Jam

	Parts required (part numbers are subject to change)
	Troubleshooting steps
	Verify functionality

NOTE: If Removal and Installation instructions are needed for reference during any repairs performed, refer to the 500/800 Series Service Manual available on the Computer Care Web site for review or download.

If any of the troubleshooting steps listed below solve the problem, attempt to verify printer functionality as instructed below. If functionality is verified, no additional parts should be replaced.

1. Turn the printer off.

2. Open the top cover and check for a media jam. Remove media if jammed.

   NOTE: A manila folder can be used to aid in removing jammed media. Lift the blue lever and insert the folder into the media path to remove jammed media. Check inside both end covers to verify no media is lodged in these areas as well.

3. Turn the printer on.

4. If the error re-occurs, continue with the remaining steps (if no error appears verify functionality).

5. Ensure roll media is correctly installed on the media spindle, and verify that the roll is not larger than 150 ft in length.

   NOTE: If media roll is to large for the printers spindle (greater than 150 ft), the roll can make contact with the media entry platen which can cause friction or hinder the media from peeling off the media roll smoothly.

6. Unplug the power cable from the back of the printer (printer will not allow power to be turned off using the power switch on the front of the printer).

7. Press and hold down the Up Arrow and Enter keys and plug in the power cable. Continue holding down both keys until a beep is heard.

   NOTE: 42 inch models may require two people to perform step 6.

8. Allow printer to finish initialization.

9. Using the Arrow keys, scroll to Service Tests and press Enter.

10. Scroll to Paper Advance Test and press Enter.

11. The test will first check the Paper-Axis motor.

12. If the test fails, replace the Paper-Axis motor (refer to pg. 8-84 of the Service Manual). Following motor replacement, attempt to verify functionality.

13. If the test passes, press Enter. If the message Roller encoder sensor failed appears, replace the Encoder sensor (refer to pg. 8-38 of the Service Manual).

14. Attempt to verify functionality, if the problem persists continue with the remaining steps.

15. Replace the Electronics module (refer to pg. 8-24 of the Service Manual).

16. Following replacement, verify functionality as instructed below.

    NOTE: Always verify current Firmware release and upgrade as needed.

1. Turn the printer on.

2. Load media into the printer.

3. From the main front-panel menu, select the Ink menu and press Enter.

4. Select Troubleshooting and press Enter.

5. Follow the instructions on the front panel.

6. Have the customer send a file from the computer and make certain that the file prints correctly.

Back to TWI Documents Library Index Page

	Web computercare.cc