LVPS Emering Issue

HP Confidential

emerging CLJ 2820/2840 issue

The division is aware of the following issue. A solution may not yet be available, though a workaround may exist. The division may be gathering information to use to resolve the issue. The intent of this document is to provide you with preliminary information, and also to gather data in a timely manner. Please use your normal escalation path when providing the data requested. A service note will be created when the full extent of the failure is known. Security Level: HP Confidential Date: 18 J anuary 2007 Issue Status: Under Investigation Feedback Requested by Division? Yes Feedback Mechanism Update CSO with requested data Author: G Fred Bergen, Low End Color AIO Technical Marketing

Document Summary Issue Description Serial Numbers affected LVPS (110Volt - RH3-2260-000CN, 220Volt - RH3-2261-000CN) replacement and process pictures Data requested Affected Part datecode.

Issue Description: After an average of less than 1000 pages of printing, the printer shuts off without use of the power button. Symptoms include; the printer stops printing, the control panel is blank and the device does not respond to any button presses including powering off and then on. A barely audible cycling click can be heard from the product speaker in control panel on the right hand side. Some printers may be able to power up after being off for a period of time, but will power off within 5 minutes with the same symptoms above. The issue has been identified to be caused by a defective Z1 component on the low voltage power supply, here after called LVPS (110Volt - RH3-2260-000CN, 220Volt - RH3-2261-000CN). The serial numbers of the printers produced with the LVPS containing the component has been defined. Please reference the serial file “CLJ28X0 Suspect FGI WW.xls”. The serial numbers of the current supply of printers within the distribution centers has been compared to the list to screen for the affected LVPS and quarantined when found. Only printers that do not include the LVPS with the failing component are being released for sale. The LVPS service parts have been screened for boards within the affected range and have been quarantined. Only LVPS boards that do not include the failing component will be released for replacement at customer sites.

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The supplier has been requested to significantly increase the quantity of LVPS service parts over the next month to accommodate the anticipated failures. Negotiations continue for amounts and delivery dates A failure rate has not been established for printers within the identified serial number range. It is unknown if all printers with the defective part will fail within the warranty period. The following list indicates quantities and estimated delivery dates for service parts per region. 1000 – 110V boards will be sent immediately to North America. 1500 – 220V boards will be sent immediately to EMEA. 200 - 220V boards will be sent to North America for Asia Pacific service channel. Parts sent “immediately” will be Air Shipped bulk packaged, and as such will need to be re- packaged individually prior to distribution to service personnel. If an out of parts situation is encountered, please check with the HP parts organization to determine when the next shipment of service parts will become available in your region. Only as a last resort, should the whole printer be replaced. Replacing a whole printer requires an uninstall and reinstall of the software as well as reentering any customer custom settings such as fax speed dials and scan to destinations.

Serial numbers affected: See the serial number list file “CLJ28X0 Suspect FGI WW.xls”. The list includes EMEA, AP and North American suspect serial numbers.

Data Requested: The printer and LVPS supplier has requested critical information be collected when the low voltage power supply is replaced. Following the LVPS replacement, please print a configuration and usage report to collect data from them. Please collect the following serial number and date code information and put it into the CSO.

Information to collect:  HP product Serial number on the regulatory label under the toner door.  The Canon print engine serial number from the bottom of the sheet metal tray the LVPS is attached to when in the printer.  The serial number of the defective LVPS which is under the cable guide that is on the LVPS.  The date code of the Z1 component  Page count – from usage report  Service ID – from configuration report

Please use the following format for entering the data into the CSO. This will aid the retrieval of the information from the system once it’s entered.

Data Collected: HPSN: CNSN: LVPSSN: DATECODE: PAGE: SVCID:

Please refer to the replacement process below to be prompted when and where to collect the serial number data.

LVPS replacement and process pictures: This process will take at least an hour from start to finish. Please observe proper ESD protection. The images are below the text. 1. Verify the Power switch is off. Unplug the printer. Unplug network or USB cable. 2. Collect the HP product S/N from the regulatory label under the toner door. (IMAGE 1) 3. Remove the consumables from the printer using the manual method of rotating the cartridges into the removal position. This makes the printer lighter to handle and will reduce toner spillage. You may wish to use a toner rag on the catch tray under the cartridges once the cartridges are removed. Put the ITB/OPC cartridge in an area that is not is direct light. 4. Close the toner door and tape the toner door shut with tape that will not leave a residue on the plastic. 5. Remove the ADF and set on a clean, clear surface so that the ADF lies flat. If the surface is not clear of debris, a depression may be left on the white foam pressure pad that presses on the paper on the scanner. An Image Quality defect could be created from the depression. 6. Remove the left and right side covers 7. Remove the fuser 8. Remove the upper right cable guide cover. 9. Remove the Rear formatter Bezel 10.Remove the 250 sheet paper tray (CLJ2840 only) 11.Remove the formatter 12.Disconnect the wires from the lower portion of the DC controller. (IMAGE 2,3 4,5) 13.Unthread the wires disconnected from the DC controller, from the cable guide on the sheet metal tray below the DC controller. 14.Remove the stabilizing foot on the rear of the printer. (IMAGE 6) 15.Place cardboard or a towel on a desktop surface free from debris in order to turn the printer upside down, so that the printer rests on the scanner glass and the sheet metal containing the power supplies are now on top.

16.Record the Canon engine serial number from the white label on the bottom of the printer, for inclusion into the CSO information. (IMAGE 7) 17.Remove the sheet metal pan containing the power supplies. (IMAGES 8,8a,8b) 18.Unthread the wires from the wire guide. (IMAGE 9, 10) 19.Remove the screw attaching the ground wire near the fuser connector. (IMAGE 10) 20.Remove the wire guide from the sheet metal. (IMAGE 10) 21.Remove the 6 screws holding down the LVPS. (IMAGE 10) 22.Record the LVPS Serial number for the CSO, starts with 4310 (IMAGE 10) 23.Record the LVPS Z1 component date code. (IMAGES 11 & 12) 24.Replace the defective LVPS. 25.Reassemble the printer in reverse order of these instructions. Refer to the attached images for more accurate wire connection to the DC controller.

Images for LVPS replacement:

IMAGE 1 HP serial Number location

IMAGE 2 connection from LVPS to DC controller

IMAGE 3 View 2- some disconnection accomplished

IMAGE 4 view 3 more connectors shown disconnected

IMAGE 5 formatter power needs to be unthreaded from clip.

IMAGE 6

IMAGE 7 View of bottom of printer.

IMAGE 8 Screw locations 1

IMAGE 8a Screw locations 2

IMAGE 8b screw location 3

IMAGE 9 wire guide removal

IMAGE 10 LVPS screws

IMAGE 11 Location of defective component

IMAGE 12 location of datecode on Z1 component

Affected datecode of Z1: 65 23 65 28 65 29 66 01 66 04 66 05 66 10

Document Attributes Author: G Fred Bergen, Low End Color AIO Technical Marketing Product Models: CLJ 2820, CLJ 2840 Product Numbers: Q3948A, Q3950A

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