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HP Scanjet Enterprise 8500 fn1 Document Capture Workstation - Troubleshooting process

Determine the problem source

When the product malfunctions or encounters an unexpected situation, the product control panel alerts you to the situation. A troubleshooting flowchart helps you diagnose the root cause of the problem. The remainder of this chapter provides steps for correcting problems.
  • Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart guides you to the section of this chapter that contains steps for correcting the malfunction.
Before beginning any troubleshooting procedure, check the following issues:
  • Are supply items within their rated life?
  • Does the configuration page reveal any configuration errors?
nota:
The customer is responsible for checking supplies and for using supplies that are in good condition.

Troubleshooting flowchart

Symptom
Check
Possible causes
Possible solutions
The control-panel display is blank, no lights are lit, and the product makes no sounds from the motors.
Is the power on?
The power cable is disconnected.
  1. Make sure that the power cable is connected to the power supply and a power outlet or power strip. Make sure the power supply is connected to the product.
  2. If power cable is connected to a power strip, make sure that power strip is connected to the power outlet and the power strip is turned on. If the power strip has a circuit breaker, reset the circuit breaker.
The power outlet is not functioning.
Test the outlet by connecting the product to an outlet that is known to work.
The external power supply has failed.
If the problem persists, replace the external power supply.
Are the subassemblies receiving power?
Bad connection to the DC controller PCA
  1. Turn the power off.
  2. Check all connections to the DC controller PCA.
  3. Turn the power on.
See the replacement procedure for the DC controller PCA in the service manual.
Bad connection to the interconnect PCA
  1. Turn the power off.
  2. Check all connections to the interconnect PCA.
  3. Turn the power on.
See the replacement procedure for the interconnect PCA in the service manual.
DC controller PCA is defective.
Replace the DC controller PCA.
See the replacement procedure for the DC controller PCA in the service manual.
interconnect PCA is defective.
Replace the interconnect PCA.
See the replacement procedure for the interconnect PCA in the service manual.
The control-panel display is blank, no LED's are lit, but the other subassemblies have power.
Is the device in sleep mode?
The product is in sleep mode.
Touch the touchscreen display.
Is the brightness of the touchscreen display turned off?
The touchscreen display brightness is off.
Press the + sign on the brightness adjustment button until the control-panel display shows.
Are the cables to the control panel connected?
The cables are not connected.
Check the cable connections.
See the replacement procedure for the control panel in the service manual.
The control-panel display is defective.
Replace the control-panel display.
See the replacement procedure for the control-panel display in the service manual.
The product stops during the startup process.
What state is the touchscreen showing?
The firmware was recently updated.
Wait 5 minutes and then restart the product.
The formatter, interconnect PCA, or another assembly was recently replaced.
The firmware is corrupt.
The firmware on an assembly is not updating.
The hard drive, formatter, or other assembly is defective.
An error or warning message displays on the control-panel display.
Does the message display on the status line?
A supply limit is approaching.
Follow the instructions to resolve the warning message.
Does message display as a full screen?
An error condition exists within the product.
Follow the instructions to resolve the error message.
The product cannot connect to the network.
Has an IP address been assigned to the product?
The product was not configured.
Touch the Network Address button on the control panel to display the IP address.
Check the configuration from the control-panel display or HP Embedded Web Server.
The product was reset to factory default settings.
Are network cables connected?
The network cables are disconnected.
Check each cable connection. If the problem persists, try a different cable or port on the hub or transceiver.
Can you ping the product using its IP address?
No network connection
Use the command prompt to ping the product from your computer. For example: ping 192.168.45.39 Ensure that the ping displays round-trip times. If you are able to ping the product, verify that the IP address configuration for the product is correct on the computer. If it is correct, delete and then add the product again. If the ping command failed, verify that the network hubs are on, and then verify that the network settings, the product, and the computer are all configured for the same network.
Is the HP Jetdirect embedded print server functioning?
The HP Jetdirect embedded print server is not configured correctly.
Check the HP Jetdirect LEDs on the formatter. The top-left LED is green and indicates the link status. If it is off, a link has failed. The top-right LED is yellow. It blinks on and off to indicate network activity.
The formatter is defective.
See the replacement procedure for the formatter PCA in the service manual.
Are the link speed and duplex settings correct?
The product is not configured correctly.
The link speed and communication mode of the Jetdirect server must match the network settings. The available settings depend on the product and installed Jetdirect server. Leave the setting in automatic mode (the default setting).
Is the protocol enabled?
The product is not configured correctly.
Check the protocol status using the HP Embedded Web Server.
See the features of the HP Embedded Web server in the service manual.
The product will not scan.
Do the flatbed scanner and document feeder start up correctly?
The firmware for the flatbed scanner and ADF assembly is corrupted.
  1. Verify that the flatbed scanner and ADF assembly is receiving power and the firmware is functioning by loading a sheet of paper in the input tray and verifying that the Document load/detect LED turns on.
  2. Turn the product off and then on.
  3. Upgrade the product firmware. See the firmware upgrade process in the service manual.
  4. Restart the product.
The flatbed scanner and ADF assembly is defective.
Replace the flatbed scanner and ADF assembly.
See the replacement procedure for the flatbed scanner and ADF assembly in the service manual.

Power subsystem

Power-on checks

The basic product functions should start up as soon as the product is plugged into an electrical outlet and the power switch is pushed to the on position. If the product does not start, use the information in this section to isolate and solve the problem.

Power-on troubleshooting overview

Turn on the product power. If the control-panel display remains blank, random patterns appear, or asterisks remain on the display, perform power-on checks to locate the cause of the problem.
During normal operation, the main cooling fan begins to spin briefly after the product power is turned on. Place your hand on the rear cover, next to the formatter. If the fan is operating, you will feel a slight vibration and feel air passing into the product. You can also lean close to the product and hear the fan operating. When this fan is operational, the DC side of the power supply is functioning correctly.
After the fan is operating, the scanner motor turns on (unless the top cover is open, a jam condition is sensed, or the paper-path sensors are damaged). You should be able to visually determine if the scanner motor is turned on if the flatbed carriage moves as it calibrates and the scanner LED lights blink.
If the control panel is blank when you turn on the product, check the following items.
  1. Make sure that the product is plugged into an active electrical outlet that delivers the correct voltage.
  2. Make sure that the power switch is in the on position.
  3. Make sure that the fan runs briefly, which indicates that the power supply is operational.
  4. Make sure that the control-panel display FFC cable and USB cable are connected. Turn the power off to check this.
  5. Make sure that the formatter is seated and operating correctly. The heartbeat LED should be blinking, and the connectivity LED should be illuminated.
  6. Verify that the firmware for the flatbed scanner and ADF assembly is functioning by loading a sheet of paper in the input tray and verifying that the Document load/detect LED turns on.
  7. Use the brightness adjustment button on the control panel to make sure that it is not all the way up or all the way down.
  8. Remove any HP Jetdirect or other EIO cards, and then try to turn the product on again.
nota:
It is important to have the control panel functional as soon as possible in the troubleshooting process so that the control-panel display can be used to help locate product errors.

Firmware startup steps

If the product stops during the startup process, note the touchscreen display number and then review the possible solutions.
Touchscreen display
Startup step
Description
Possible solutions
1
BIOS
Starts the formatter
  1. Check the lights on the formatter.
  2. If the lights are off, turn the product off and then make sure the formatter PCA is firmly seated in the product. Turn the product on.
  3. If the problem persists, replace the formatter PCA. See the replacement procedure in the service manual.
2
BIOS preboot
Extracts and installs the firmware on the first startup after a firmware upgrade
  1. Turn the product off and then on.
  2. Upgrade the firmware using the preboot menu.
  3. If the problem persists, replace the formatter PCA. See the replacement procedure in the service manual.
3
Operating system startup
Starts Windows
  1. Turn the product off and then on.
  2. Upgrade the firmware using the preboot menu.
  3. If the problem persists, replace the hard drive. See the replacement procedure in the service manual.
4
Shell startup
Starts the touchscreen
  1. Turn the product off and then on.
  2. Upgrade the firmware using the preboot menu.
  3. If the problem persists, replace the hard drive. See the replacement procedure in the service manual.
5
Not used
6
Partition manager
Sets up the hard drive
  1. Turn the product off and then on.
  2. Check the hard drive connections and make sure the formatter PCA is firmly seated in the product.
  3. If the problem persists, replace the hard drive. See the replacement procedure in the service manual.
Disk check
Only Happens on hard reset
Checks the disk
  1. Turn the product off and then on.
  2. If the problem persists, replace the hard drive. See the replacement procedure in the service manual.
7
Installation manager
Installs all other components including the scanner firmware
Check the secondary EIO device
  1. If a secondary EIO device has been installed, turn the product off, remove the device, and then turn the product on.
  2. If the product starts properly, verify that the firmware loaded on product supports the EIO device.
  3. If the product does not start, update the product to firmware that supports the secondary EIO device and then reinstall the device. If the problem persists, replace the EIO device.
Check the HIP accessory
  1. If an accessory has been installed in the hardware integration pocket (HIP), turn the product off, remove the accessory and turn the product on.
  2. If product starts properly, verify that the firmware on the product supports the accessory. If not, update the product to firmware that supports the accessory.
  3. Reinstall the accessory. If the problem persists, replace the accessory.
Check the flatbed scanner and ADF assembly
  1. Load paper in document feeder and verify that the document load/detect LED turns on.
  2. If the light does not turn on, make sure all doors and hatches are closed.
  3. If the flatbed scanner and ADF assembly has been recently replaced, check all cable connections and then restart the product.
  4. If the product does not start, upgrade the firmware from the preboot menu.
  5. If the problem persists, replace the flatbed scanner and ADF assembly. See the replacement procedure in the service manual.
8
Firmware startup process
Starts the main program that runs all other assemblies on the product
Turn the product off and then on.
Checking hardware
Hardware status check
Checks the status of all hardware.
Follow the steps displayed in the error message.
Initializing
Initializing devices
Initializes devices and key NVRAM values
Follow the steps displayed in the error message.

Control-panel checks

Control-panel checks from the control panel

  1. From the Home screen on the product control panel, touch the Administration button.
  2. Open the following menus:
    • Troubleshooting
    • Diagnostic Tests
    • Control Panel
  3. Follow the onscreen instructions to use the following tests:
    • LEDs: tests the functionality of the LEDs
    • Display: conducts a series of tests on the display
    • Buttons: tests the functionality of the keys
    • Touchscreen: verifies that all areas respond to a touch

Control-panel checks from diagnostic mode

The product includes a diagnostic test mode for the control panel. This mode allows you to troubleshoot issues with the touchscreen, keypad, LEDs and speaker.
  1. Press and hold the plus sign (+) on the brightness adjustment control toggle.
  2. Press the Start button to initiate diagnostic mode.
Many of the diagnostic tests are for factory use only. You can use the following tests:
Calibrate
Calibrates the touchscreen
Use a 2 mm stylus to touch the inner portion of the targets Cal1, Cal2, and Cal3.
  • Green: Best calibration values
  • Yellow: Allowable calibration values
  • Red: Unacceptable calibration values
When all calibration levels display in green, press the Start button to save.
Touch Point
Verifies that 10 strategic targets respond to touch within acceptable limits
Touch each target. When successfully touched, the color of the target changes to red.
Touch Grid
Verifies that all areas respond to touch
Touch the grid to show the accuracy of the calibration. Touching the display shows as white dots. Use a 3 mm stylus to trace the gap between the two green lines.
Keyboard LED
Verifies the functionality of buttons and LEDs
Touch the buttons on the control panel and observe the virtual buttons on the touchscreen. This test counts the number of times you press each button.
Touch the virtual LEDs on the touchscreen to turn the physical LEDs on or off.
Touch the Cancel test button to exit the test.
Test Pattern
Tests visual anomalies
Use the keypad on the screen to select different background screens.
Sound
Tests the speaker
Press the 1 key on the keyboard to test the sound.
Panel Reset
Reboots the control panel
If the touchscreen does not function, use the keypad to navigate:
  • Press the 3 button to move up.
  • Press the 5 button to move left.
  • Press the 6 button to move right.
  • Press the 9 button to move down.
Exit diagnostic mode
  1. Do one of the following:
    • Touch the Panel Reset button.
    • Touch the Stop button.

Generate debug data

Generate and export a snapshot of the system.
  1. From the Home screen on the product control panel, touch the Administration button.
  2. Open the following menus:
    • Troubleshooting
    • Generate Debug Data
    • Retrieve Diagnostic Data
  3. Selected the file type.
  4. Touch Send To Email or Export to USB to export the debug information.

Check the maintenance history

Check the maintenance history of the document feeder kit and roller cleaning.
Check the maintenance history of the document feeder kit
  1. From the Home screen on the product control panel, touch the Administration button.
  2. Open the following menus:
    • Manage Supplies
    • Reset Supplies
    • New Document Feeder Kit
Check the maintenance history of roller cleaning
  1. From the Home screen on the product control panel, touch theDevice Maintenance button.
  2. Open the following menus:
    • Calibrate/Cleaning
    • Clean Rollers

Check the number of scans

  1. From the Home screen on the product control panel, touch theDevice Maintenance button.
  2. Touch the Service button and log in.
  3. Touch the Cycle Counts button.
  4. Touch a scan count type.

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