Scanner 5 and 8 errors
Contents
1. Customer No Charge Material Cost Unit top Not Used Labor Rate Hr Not Used Labor Time Paid Maximum time paid Hours This is a required property Enter the maximum number of labor hours allowed Minutes This is a required property Enter the maximum number of labor minutes allowed Cost Unit top Not Used Cost Issue Not Used Service Inventory top How returned part handled in field This is a required property describing how the inventory of replacement parts is handled and selected from a controlled value list Return Parts should be returned for failure analysis or the parts can be modified Scrap Parts should be scrapped Not Applicable See Service Action section Refer to the text in the Service Action section for information Used Parts Action How returned part handled at HP This is a required property describing how the returned parts from a repair transaction are handled The property is selected from a controlled value list Return Scrap Not Applicable See Service Action section Refer to the text in the Service Action section for information Parts Strategy top Part reembursment stragegy This is a required property describing how parts are handled and selected from a controlled value list Standard Support Process use normal business procedures Proactive Customer Care replacement parts are reserved2. List files to download and the URL to access the files if a downloadable solution exists SERVICE ACTION A Ensure the product fits within the warranty start date specified Any device manufactured on nor prior to December 31 2009 Check the serial number If the 5 digit in the serial number is a numeric character then the device was manufactured on or prior to December 31 2009 B Ensure the product failure exhibits one or more of the symptoms mentioned above under the description section C If both A and B are within bounds replace the Scanner Flatbed Assembly and Formatter as documented in the Service Manual and mark the CSO as a Service Advisory REVISION HISTORY Briefly describe revision changes made to the document Copyright 2004 Hewlett Packard Development Company L P Hewlett Packard Company shall not be liable for technical or editorial errors or omissions contained herein The information provided is provided as is without warranty of any kind To the extent permitted by law neither HP or its affiliates subcontractors or suppliers will be liable for incidental special or consequential damages including downtime cost lost profits damages relating to the procurement of substitute products or services or damages for loss of data or software restoration The information in this document is subject to change without notice Hewlett Packard Company and the names of Hewlett Packard products referenced herein are trade
3. to an internal audience more information may be provided such as when and to whom to escalate calls internal service call handling information internal references etc REVISION HISTORY pack This is an optional template element used to describe the changes made to the document The subheading Revision History displays only if data is entered Field Name Value Document ID This unique document identifying number is automatically supplied by Concentra Must be an integer The version number is called the Content Version field on the Concentra Property page Version top The initial version is one 1 and the version number should be incremented when there is a major change in the document refer to the Process Manual The author changes the version number manually in Concentra Auto generated The date of release of the communication is a Concentra property labeled Content Release Date Version Date and the date is in the format yyyy mm dd This date is automatically generated when a document is created and can be changed by the author through use of a calendar tool Be sure to check this date after completing the document and before sending it to the next step in the workflow Auto generated Last Updated top The date of the last change to the communication is automatically entered in the following format yyyy mm dd yyyy mm dd Start Date This is a required property Choose the sta
4. to resolve this issue Customer Specific strategy designed for a specific customer Pay for Performance a specific strategy for reimbursement to ASP Channel Partners Care Pack reimbursement covered by a service offering Managed program replacement parts and reimbursement are specially managed Compont Affected Applicable added components affected This is an optional template element Enter all applicable components The authoring tool will default to not applicable if nothing is entered 3rd Party Parts top Not Used OS Affected Operating systems affected This is an optional property selected from the Product Master value Select all applicable operating systems Software Affected top applicable software titles This is an optional property selected from the Product Master value Select all applicable software titles
5. HP LaserJet Team O SUPPORT COMMUNICATION ip invent lt LJ M1522 Scanner Error 5 and Error 8 gt PRODUCTS AFFECTED CC372A CB534A DESCRIPTION LJ M1522 series Products that were manufactured prior to January 1 2010 there may be a higher than expected Scanner Flatbed Assembly and Formatter failure rate This specific failure will exhibit one or more of the following symptoms Upon power up the LU M1522 series device may exhibit one or more of the following symptoms 1 Scanner error 5 2 Scanner error 8 SCOPE Products manufactured prior to January 1 2010 that are affected by the failures listed above The 5 digit in the serial number will reflect year of manufacturing If the 5 digit in the serial number is a numeric character then the product was manufactured on or prior to December 31 2009 and will be covered under this service advisory HP is extending the 1 year optical scanner and formatter warranty to provide adequate times for products that were manufactured on or prior to December 31 2009 to be serviced under this service advisory RESOLUTION Replace the Scanner Flatbed Assembly and Formatter using the part numbers listed in this advisory PARTS REQUIRED List parts necessary to resolve the issue CC396 60001 1 Formatter LJ M1522n model CC368 60001 i Formatter LJ M1522nf model CB534 67903 1 SSA PKG FGI ASSY LJm1522 scanner flatbed assembly DOWNLOADABLE SOLUTIONS
6. P warranty coverage Customer installable the modification may be performed by the customer Parts and modification instructions will be produced by the responsible HP division Not applicable Order Type Code top Enter the OTC code This is an optional template element Enter the order type code the account code that is to be charged for the labor parts and or travel expenses associated with the issue 01 Trade Per Event Time amp Materials 02G Service Notes and Advisories most common choice for SC s 02N Standard Warranty 05K Extended Warranty Contract O5R Contract 00C Customer Claims Contract 00W Customer Claims Warranty 0OE Indicates no entitlement on case Parts Cost How parts are charged This is a required property describing how parts are charged and selected from a controlled value list Division See Order Type Code if applicable Warranty Contract Customer No Charge Labor Cost top How travel is charged This is a required property describing how labor is charged and selected from a controlled value list Division See Order Type Code if applicable Warranty Contract Customer No Charge Travel Cost How travel is charged This is a required property describing how travel is charged and selected from a controlled value list Division See Order Type Code if applicable Warranty Contract
7. e information that is in this docuement Use NA if this document is a Service Advisory Create Cust Advsy CA created Yes No NA Is a Customer Advisory being created that refers to the same information that is in this docuement Use NA if this document is a Customer Advisory Products Affected top Names of products affected List of Product Master Names for products affected e g HP LaserJet M1522 MFP SKU Affected SKU of products affected List of model numbers of products affected Regions top Publishing regions for doc Select one or more Asia Pacific and Japan Europe Middle East Africa Latin America Canada United States Disclosure Level Doc Security Level Audience Select one Public HP and Customer Viewable For HP and Channel Partner Internal Use HP and Customer Verbal Use HP Confidential Field Name Value Recomm Action top Urgency of the service The Recommended Action is a required property selected from a controlled value list Explains the urgency of the service action detailed in the communication Fix on Specified Failure Repair the product only if the specified failure occurred and fits within the specified affected product serial number range if applicable and other specified criteria Fix Immediately Proactive repair is necessary and should be made immediately within the specified date ranges Fi
8. he resolution is able to be performed by a customer Pertinent reference information Identification of customer self replaceable CSR parts along with a note to the effect that the CSR program may not be available in all geographic regions Instructions to complete any procedures that are necessary After reading the Resolution section the reader should be able to understand what resolves the issue SERVICE ACTION back The Service Action section is a required template element used to supply detailed instructions to the service provider about how to complete the resolution to the issue The following information should be included in this section A description of the actions a service provider should take in order to resolve the issue including o Information about who should perform the action such as the customer the ASP AWDP Channel Partner or HP Service or a combination depending on the contract one choice may be appropriate or depending on the circumstance more than one choice may be listed o Detailed instructions including any instructions the service provider must give the customer o References for more information o Assembly or disassembly images or directions o Capture procedures o Shipping and handling instructions o Warranty concerns After reading the Service Action section the reader should know the actions to perform to resolve the issue and who should perform the actions NOTE When writing
9. ibe the issue from the customer s point of view The first sentence should correlate with and expound on the title of the communication and should be followed by a technical description of the issue and symptoms with a general indication of the product line affected The Description should include Hardware or software affected or a reference to a hardware list later in the text including o The official HP product name or the official name of the third party hardware or software uN uN uN o Limiters which help to identify the breadth of the issue for example some under certain circumstances listed below all or any certain rarely Description of the issue including o Diagnostic delineators such as the circumstances under which the issue is noticed or the particular configuration on which the issue is experienced o Symptoms o Cause if it helps to identify whether or not a particular product is exhibiting the issue After reading the Description the reader should understand the issue and how it manifests NOTE When writing to an external service audience specific information including references to previous documents concerning the issue technical data or websites may be included in order to completely identify the issue Make certain that any links are appropriate to the audience i e if the information is not available to an external service audience but it is important eithe
10. marks of Hewlett Packard Company in the United States and other countries Other product and company names mentioned herein may be trademarks of their respective owners DOCUMENT PROPERTIES Field Name Value Field Name Value Document ID Auto generated Recomm Action Fix on specific failure Version 1 0 Action Objective Recommended modification Release Date Auto generated Service Delivery HP Site standard warranty Last Updated Auto generated Order Type Code 02G Start Date 2007 11 16 Parts Cost Warranty Expiry Date 2011 05 01 Labor Cost Warranty Issue Status Open Travel Cost NA Product Division IPG Material Cost Unit Not Used Product Catagory Hardware Labor Rate Hr Not Used Originating Entity 4600 Labor Time Paid 30 Minutes Contacts Position Tom Boyd TME Cost Unit Not Used Contact Name Tom Boyd TME Cost Issue Not Used Doc Author s Tom Boyd TME Service Inventory Returned Create Serv Advsy NA Used Parts Action Returned Create Cust Advsy NA Parts Strategy Standard Support Process Products Affected LJ PM1522 series products Compont Affected Applicable added components affected CC372A SKU Affected 3rd Party Parts Aff NA CB534A Regions Publishing regions for doc OS Affected NA Disclosure Level Doc Security Level Audience Software Affected NA DESCRIPTION back The Description section is a required template element used to descr
11. r find an external website that does include the information or include it in this section when appropriate SCOPE back The Scope section is a required template element used to define in detail the range of products affected by the issue The Scope should include HP and third party products Any specific configurations on which the issue may occur Details of software and operating system versions Product numbers and associated serial number ranges Graphical images if needed to help the reader locate identification information or to distinguish an affected product from one that is not affected After reading the Scope section the reader should be able to identify a product affected by the issue NOTE When writing to an external service audience specific information including detailed product models software and configuration information may be included in order to completely identify the affected system Make certain the information is not confidential i e code names and that it is pertinent to the identification of the products RESOLUTION back The Resolution section is a required template element used to describe either the workaround and or the resolution to the issue An example To resolve the issue the hard drive must be replaced If the resolution involves customer action such as keyboard replacement or a downloadable the following information should be included Note to indicate that t
12. rt date for reimbursement in the format yyyy mm dd from a calendar provided by the tool yyyy mm dd Expiry Date top This is a required property Choose the ending date for reimbursement in the format yyyy mm dd from a calendar provided by the tool Open Pending Closed Issue Status Open The issue does not yet have a solution Pending A solution in in the works but not available yet Closed The solution is defined and available Product Division top IPG PSG ISS TSG Product division authoring the document IPG Product Catagory Firmware Hardware Software Describes the nature of the HP product being fixed not the fix i e For a firmware upgrade to a printer Hardware would be selected because the product against which the service is charged is the printer IPG Hardware IPG Software IPG Firmware Originating Entity top 4600 Organization code number of the group originating the communication Contacts Position Contact Engr Service Title of the person to contact for mure information about the communication Contact Engineer Product Service Manager Contact Name top Division contact s name Name of the person to contact for questions about the communication Doc Author s Document writers Names of the document writers Create Serv Advsy top SA created Yes No NA Is a Service Advisory being created that refers to the sam
13. x At Agreeable Time Proactive repair is neither justified nor reimbursed The issue should be addressed with the next routine service event There is no immediate need Not Applicable Does not fit the other criteria No action recommended Action Objective top Goal for completing Goal for completing the repair of an Advisory or Bulletin chosen from a controlled value list and is a required property as follows Performance enhancement typically improves the performance serviceability reliability or operation of the product Serviceability modification improves the serviceability or reliability of the product provided to the customer by HP support personnel Recommended modification correct manufacturing or design defects resulting in the product not meeting expected design performance or mean time between failure MTBF criteria These defects relate to mechanical or electrical conditions that affect product performance or reliability Not applicable Service Delivery How the service is delivered This is a required property describing how the service is delivered The property is selected from a controlled value list Customer site the modification is performed at the customer site by HP support personnel for products that are coded as having on site warranty coverage HP site he modification is performed at an authorized HP repair location for products that are coded as having return to H
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