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HP Designjet 500 and Designjet 800 Series Printers - TWI: System Error 21:11

In this document:

Parts required (part numbers are subject to change)back to table of contents


Part Description

Designjet 500 Models - C7769B, C7770B, C7769C, C7770C

Designjet 800 Models - C7779B, C7780B, C7779C, C7780C

Service Station Assembly (Required)

C7769-60374

C7769-60374

Interconnect PCA (Required)

C7769-60173

C7769-60173

Interconnect PCA Cable (Required)

C7769-60180 24 "
C7770-60016 42"

C7769-60180 24 "
C7770-60016 42"

Electronics Module (Required)

C7779-69144

C7779-69144

Troubleshooting stepsback to table of contents

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

  1. Turn the printer off, then on to verify error. If no error attempt to verify functionality.
  2. If the error appears or problems persist, continue with the remaining steps.
  3. Follow the steps directly below to unlock the Carriage from the Service Station:
    1. Highlight the Set-Up menu and press ENTER.
    2. Press the UP arrow and ENTER simultaneously and press ENTER.
    3. Highlight Service Utilities and press ENTER.
    4. Highlight Unlock Carriage and press ENTER.
    5. Unplug the printer from the power source.
  4. Manually move the Carriage assembly out from the Service Station area and check for obstructions (remove as needed).

Figure 1: Service Station Gear
Service Station Gear - www.computercareonline.com

  1. If an obstruction is found and removed, plug in the power cord, turn the printer on and attempt to verify functionality.
  2. If no obstruction was found or the problem persists, continue with the remaining steps.
  3. Disconnect the power cord from the printer.
  4. Remove the right end-cover from the printer.
  5. Open the top cover and manually move the Carriage to the left so that it is not over the Service Station (refer to Step 3 for instructions).
  6. The Service Station flag should be at about a 45-degree angle as pictured in Figure 2 below.

Figure 2: Service Station flag correctly positioned
C7769-60374 C7769-60149 DesignJet 500 800 Service Station Assembly www.computercareonline.com

  1. If the flag is correctly positioned continue with Step 16.
  2. If the flag is not at a 45-degree angle, press in gently on the bottom of the gray and rotate the bottom of the flag to the right (toward the back of the printer) until the top of the flag clips into the tab on the Service Station. The flag should stay at about a 45-degree angle.
  3. Plug in the power cord and turn the printer on.
  4. If no error appears, attempt to verify functionality.
  5. If the error reappears continue with the remaining steps.
  6. Turn the printer off and disconnect the power cord.
  7. Replace the Service Station assembly (refer to pg. 8-52 of the HP Designjet 500 and 800 Series Service Manual).
  1. Following replacement, turn the printer on and attempt to verify functionality.
  2. If problems persist, replace the Interconnect PCA and Interconnect PCA cable (refer to pg. 8-50 and 8-59 of the HP Designjet 500 and 800 Series Service Manual).
  3. Following replacement, turn the printer on and attempt to verify functionality.
  4. If the error persists, replace the Electronics module (refer to pg. 8-24 of the HP Designjet 500 and 800 Series Service Manual).
  5. Following replacement of the Electronics module, verify functionality.

Verifying printer functionalityback to table of contents

  1. Turn the printer on.
  2. Allow initialization to complete.
  3. Load media into the printer.
  4. From the main front-panel menu, select the Ink menu and press ENTER.
  5. Select Troubleshooting and press ENTER.
  6. Follow the instructions on the front panel.
  7. Following a successful troubleshooting plot, printer functionality has been verified.

Copyright Hewlett-Packard Co. 2001
This information is subject to change without notice and
is provided "as is" with no warranty.
Hewlett-Packard shall not be liable for any direct,
indirect, special, incidental or consequential damages
in connection with the use of this material.


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