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HP Customer Support - Knowledge Base

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  • Information

    Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on an HP computer or printer – Click here

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HP Designjet L25500 Printer Series - The substrate has jammed

When a jam occurs, the Possible substrate jam message usually appears in the front panel, with one of several error codes.
Figure : Front panel possible substrate jam error message
If you are trying to load a very thin or very thick substrate, remember to follow the special procedure described in the User's guide for loading such substrates.

Check the substrate path

  • This problem can occur when a roll has finished and the end of the roll is stuck to the cardboard core. If this has happened, cut the end of the roll away from the core. Then feed the substrate through the printer, and load a new roll.
  • Otherwise, follow the procedure described under Check the printhead path.

Check the printhead path

Follow these steps to check the printhead path.

Video of removing a media jam

The following video demonstrates how to remove a media jam.
note:
This video shows the HP Latex 260 (Designjet L26500) printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Turn off the printer at the front panel, then also switch off the power switch at the rear.
    Figure : Switching off the printer
  2. While the printer is cooling down, cut the substrate from the spindle so that it may be removed by pulling from the top of the printer. Once the printer has cooled down, unlock and open the printer window.
      caution:
    If substrate is jammed on the platen or bunched up under the pinchwheels, do not try to pull the substrate down from the in-bound slot. This could damage the mylar parts of the Center Guide. Instead, work carefully to remove jammed substrate from the top of the printer.
    Figure : Opening the printer window
  3. Try to move the printhead carriage out of the way.
  4. Lift the substrate-adjustment lever as far up as it will go.
  5. Carefully remove any of the jammed substrate that you can lift up and out from the top of the printer. Cut the substrate if necessary.
    Figure : Removing substrate from the top of the printer
  6. Carefully pull the remainder of the roll down and out of the printer.
      caution:
    To avoid damaging the substrate path, do not use force to pull substrate out in reverse. If it is stuck/caught in the pinchwheel or platen area, work carefully to remove it by pulling it out from the TOP of the printer, in the natural direction of substrate advance.
  7. Lower the substrate-adjustment lever, check that there is no substrate left in the printer (especially not in the curing module), then close and lock the window.
  8. Turn on the printer.
  9. Reload the roll.
  10. If some substrate continues to cause an obstruction within the printer, it can often be cleared by loading a rigid substrate type into the printer.
  11. If you find that you have print-quality problems after a jam, try realigning the printheads.

Avoiding substrate jams

Substrate jams may be caused by loading the substrate with too much skew: do not ignore the warning message that appears during the loading process in this case.
They may also be caused by not enough vacuum suction in the printing zone. If you decide to increase the suction, do not exceed the following limits: 20 mmH2O for banners, 35 mmH2O for vinyl, and 50 mmH2O for other substrate families.

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