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Section 5: Troubleshooting

CW408 Operator Manual

Page 5-1

TROUBLESHOOTING

If you are unable to produce printouts on the CW408 printer, use this section to make sure the basics have 
been checked, before deciding you are unable to proceed any further.
The section is divided into four parts:

•

5.1 Error Signal Troubleshooting

•

5.2 Troubleshooting Table

•

5.3 Interface Troubleshooting

•

5.4 Test Print Troubleshooting

Preliminary

Summary of Contents for CW408

Page 1: ...For printer model Operator Manual CW408 Read this Operator Manual before using this product Keep this document available for future reference Preliminary...

Page 2: ...n of Liability SATO Corporation and its subsidiaries in Japan the U S and other countries make no representations or warranties of any kind regarding this material including but not limited to implied...

Page 3: ...ltage Doing so could result in fire or electric shock Handling of the power cord Do not damage break or modify the power cord Also do not place heavy objects on the power cord heat it or pull it becau...

Page 4: ...tric shock Power cord Keep the power cord away from hot devices Getting the power cord close to hot devices could cause the cord s covering to melt and cause a fire or electrical shock When unplugging...

Page 5: ...id locations subject to extreme or rapid changes in temperature or humidity Do not place the printer in a location subject to water or oil Do not place the printer in a location where it will be expos...

Page 6: ...ow to Load Label to the Optional Dispenser 2 11 Operation and Configuration 3 1 3 1 Operator Panel 3 2 3 2 Operating Modes 3 5 3 3 Online and Offline Modes 3 8 3 3 1 Online Mode 3 8 3 3 2 Offline Mode...

Page 7: ...Platen Roller 4 5 4 5 Adjusting Print Quality 4 6 4 5 1 Adjusting Print Darkness 4 6 4 5 2 Adjusting Print Speed 4 6 Troubleshooting 5 1 5 1 Error Signal Troubleshooting 5 2 5 1 1 About Scrolling Mess...

Page 8: ...5 8 4 2 Adjustment of the Stop Position 8 6 8 4 3 Limitation on Base Reference Point Adjustment 8 7 8 5 Paper End 8 8 8 5 1 Paper End Detection in Feed Media Roll 8 8 8 5 2 Paper End Detection in Pri...

Page 9: ...Basic Specifications Section 7 Interface Specifications Section 8 Appendix It is recommended that you read carefully and become familiar with each section before installing and maintaining the printer...

Page 10: ...of the following 1 The box should stay right side up Lift the printer out of the box carefully 2 Remove all the packaging from the printer 3 Remove the accessory items from their packaging 4 Set the p...

Page 11: ...n or off Display panel The OLED display indicates the current status of the printer ONLINE indicator The LED lights green when the printer is online and blinks green when the printer is offline ERROR...

Page 12: ...Set to meet the size of the media used USB connector To connect printer to the host computer using the USB interface AC input terminal Supplies power to the printer through the inserted power cord Me...

Page 13: ...rint on the media Perform maintenance at regular intervals Platen roller This roller feeds the media Perform maintenance at regular intervals Optional device compartment Used to install optional cutte...

Page 14: ...t Opening for media output Dispenser unit open latches Push the latches on two sides inwards to open the dispenser bracket Liner discharge outlet Opening for label liner output Platen roller This roll...

Page 15: ...2 1 INSTALLATION This section assists you in connecting the printer and installing the consumable media in the printer The following information is provided 2 1 Site Location 2 2 Connections 2 3 Medi...

Page 16: ...way from hazardous materials or dusty environments Put the printer within operational distance of the host computer within the interface cable specifications 146 mm 5 7 Dimensions of printer with top...

Page 17: ...nfigure the Connected Interface After connection you need to set the configuration of the connected interface in the I F SETTINGS menu of the printer Refer to Section 3 10 Interface Setting Mode for d...

Page 18: ...ly 2 Insert the AC power plug into a AC power outlet Make sure that the AC voltage of your region is within the range of AC 100 to 240 V 50 60 Hz The shape of the power plug varies depending on the re...

Page 19: ...ou press the power button 2 2 5 To Set the Power to Off When you have completed the printing job set the printer to off 1 Be sure to confirm that the printer is in the OFFLINE mode If not press the LI...

Page 20: ...precisely position the print content Note For optimal print performance and durability use only SATO certified media supplies with this printer Using supplies not tested and approved by SATO can resu...

Page 21: ...inter Make sure that the distance from the printer to the media stack is more than the length of the media plus 50 mm 1 9 The maximum height of the media stack should be no more than 100 mm 3 9 Make s...

Page 22: ...er rests firmly so that it will not fall and injure your hands 3 Remove the media from the media path of printer 4 Close the top cover and press the two front corners of the top cover until a click so...

Page 23: ...trusion post of the media roll holder 2 Pass the power cord and the interface cable through the holes at the rear or side of the media roll holder and connect to the printer 3 Adjust the width of the...

Page 24: ...inter will activate the Automatic media feed function Refer to Section 2 4 1 Automatic Media Feed Func tion for more details Notes Make sure that the printed side of the media is facing upwards Make s...

Page 25: ...step 1 to 4 of Section 2 4 3 How to Load the Media Roll Option 2 Press the cover open latch on the right side of the printer to open the top cover of the printer The top cover will open upwards 3 Push...

Page 26: ...until a click sound is heard 9 Close the top cover and press the two front corners of the top cover until a click sound is heard Make sure that the top cover is locked Note Be careful not to get your...

Page 27: ...nel of printer All of the printer s buttons are used either singularly or in conjunction to perform configuration activities Many of these settings can also be controlled via software commands and in...

Page 28: ...printer between the online and offline mode When the printer is online it is ready to receive data from host Press the LINE button to pause or resume the printing This button is also used to select th...

Page 29: ...ays warning icons Refer to Section 5 1 4 Warning Messages for details Warning icon displays from the left in order of occurrence 3 Print status icon Displays icons according to the printing state Deta...

Page 30: ...r of display Yellow Displays information of the printer 2 Setting item display Color of display Blue Displays name of the setting items 3 Setting contents display Color of display Blue Displays curren...

Page 31: ...ffline modes 2 Pause mode 3 Adjustment mode 4 Cancel print job mode 5 Printer setting mode Online mode Basic setting mode Interface mode Advance mode Hex dump mode Default mode 6 Test print mode 7 Mai...

Page 32: ...on for more than 3 secs LINE FEED button LINE FEED button LINE FEED button for more than 3 secs SETTING MENU DEFAULT MODE SELECT SKIP SETTING MENU ONLINE MODE SELECT SKIP SETTING MENU BASIC SETTINGS S...

Page 33: ...aintenance mode Download mode Press LINE button to select DOWNLOAD MODE FEED button Top cover open LINE FEED button Power on TEST PRINT MODE SELECT USER TEST MAINTENANCE MODE MODE SELECT FACTORY MODE...

Page 34: ...r to go OFFLINE If the printer is in printing process press the LINE button once to cause any print job to be PAUSE and stop printing When the printer is in OFFLINE mode the activities for ONLINE mode...

Page 35: ...ly to shift the cursor back to previous unit or previous adjustment screen Press and hold the LINE and FEED buttons simultaneously for more than three seconds to return to OFFLINE or PAUSE mode OFFLIN...

Page 36: ...t the print darkness of the printout Setting range is between 00 to 99 The initial value is 50 Press the LINE button to set the value and press the FEED button to shift the cursor to the next unit Not...

Page 37: ...cel the print job before selecting YES as the job cannot be recovered and will have to be re transmitted to the printer Press the LINE and FEED buttons simultaneously again to exit the CANCEL PRINT JO...

Page 38: ...S menu has three sub menus PRINT SETTINGS FONT SETTINGS and OP SET TINGS Press the LINE button to switch between these menus and then press the FEED button to enter to the menu Press LINE button to se...

Page 39: ...to save the setting and move to the next screen Do a test print after completing the adjustments to make sure that the settings are correct Refer to Section 3 14 Test Print Mode for details LINE butto...

Page 40: ...sition Offset which refers to the vertical and horizontal shifting of the entire print area relative to the start position of printing V 0 H 0 defined by default from the bottom right hand corner of t...

Page 41: ...h across them or not The zero slash can be set to either 0 or ENABLE 0 will be accompanied by a slash DISABLE No slash will appear The initial setting is ENABLE Zero slash zero has a slash through it...

Page 42: ...n FEED button LINE FEED button OP SETTINGS MEDIA TYPE ROLL OP SETTINGS MEDIA TYPE FAN FOLD FEED button OP SETTINGS SENSOR TYPE NONE LINE FEED button OP SETTINGS SENSOR TYPE I MARK OP SETTINGS SENSOR T...

Page 43: ...BEFORE Perform backfeed motion before printing Motion 2 NONE No backfeed motion NONE screen does not display in DISPENSER mode The initial setting is BEFORE To set the media type use for the printer...

Page 44: ...layed press the LINE button to select the item Then press the FEED button to save the setting and move to the next screen LINE FEED button for more than 3 secs LINE FEED button for more than 3 secs LI...

Page 45: ...ocol These screens are displayed only when using LAN STATUS3 and STATUS4 are available for selection The initial setting is STATUS4 Set the timing for the host status reply These screens are displayed...

Page 46: ...n ADVANCE SETTINGS HEAD CHECK RANGE BARCODE ADVANCE SETTINGS HEAD CHECK STANDARD FEED button LINE FEED button ADVANCE SETTINGS HEAD CHECK MODE CHECK LABELS ADVANCE SETTINGS HEAD CHECK MODE ALL FEED bu...

Page 47: ...Select only A for general media usage The initial setting is at A Set to enable or disable the buzzer to beep on command error ENABLE Beep sound is heard when error occurs DISABLE No beep sound when e...

Page 48: ...of head check START END Perform head check before starting print job and while pausing print job The initial setting is ALL Note Motion 1 Backfeed after printing Perform head check before starting pr...

Page 49: ...ecting priority setting PRIORITY SETTING specifies which one is prioritized between SBPL data or the internal setting of the printer for following system setting command PRINT DARKNESS F PRINT SPEED C...

Page 50: ...Description These screens are displayed when the printer is online in HEX dump mode Pressing the LINE button in online pauses printing and goes offline PRINTING This message appears when the printer...

Page 51: ...nter is offline in HEX dump mode OFFLINE This message appears when the printer is waiting to receive data in offline mode PAUSE This message appears when the print job pauses AUTO FEEDING This message...

Page 52: ...tocol code to default The initial setting is FACTORY SETTING DEFAULT SETTING confirmation menu Default mode item that was selected in previous display appears in the first row of the screen Selecting...

Page 53: ...CANCEL PRINT JOB NO BASIC SETTINGS PRINT SETTINGS ADJUSTMENT MODE PITCH PRINT SPEED O O 4 IPS PRINT DARKNESS O O 05 PRINT OFFSET O O V 0000 H 000 FONT SETTINGS ZERO SLASH O O ENABLE CHARACTER PITCH O...

Page 54: ...ENGLISH DEFAULT MODE DEFAULT MODE FACTORY SETTING DEFAULT SETTING NO TEST PRINT MODE SELECT USER TEST SIZE SELECT LARGE MAINTENANCE MODE MODE SELECT SERVICE MODE SERVICE MODE SENSOR ADJUST MODE SELEC...

Page 55: ...ect the size Press the FEED button to save the setting and move to the next screen To return to the MODE SELECT screen press the LINE and FEED buttons simultaneously 5 Press the FEED button to start p...

Page 56: ...CTORY in the previous menu except FONTS this screen appears for selecting print size In this screen you can choose to print the test results in LARGE or SMALL print widths SMALL Test print in 50 mm 1...

Page 57: ...YY MM DD The last two digits of the year month and date Check Sum CONT PCB s checksum B xxxx P xxxx K xxxx A xxxx PCB Version CONT PCB s version x PCB S N CONT PCB s serial number xxxxxxxx Life Counte...

Page 58: ...Reflective Transmissive Low Lo 0 6 High 0 9 Hi Lo Slice Level Adjust Level Emit Adjust Level Recv Sensor level The sensor level selected by the sensor type will be shown 1 When the sensor is disabled...

Page 59: ...Print method Direct Thermal Sensor Type Sensor type I mark sensor Reflective Sensor Gap sensor Transmissive Sensor Sensor disabled None OLED Sleep Time OLED sleep time 00 15 min OLED Brightness OLED...

Page 60: ...nterface AUTO USB LAN Interface 1 Interface 1 USB Protocol Protocol setting Status 4 USB S N USB serial number xxxxxxxx Interface 2 Interface 2 LAN Protocol Protocol setting Status 3 Status 4 ENQ Stat...

Page 61: ...Language ENGLISH CHINESE Zero Slash Zero slash enabled Enable Zero slash disabled Disable Codepage 858 Kanji Font GB18030 Character Pitch Printing by proportional pitch Proportional Printing by fixed...

Page 62: ...test print are as follows 1 CODABAR NW 7 2 CODE 39 3 ITF 4 JAN EAN 13 5 JAN EAN 8 6 INDUSTRIAL 2 5 7 MATRIX 2 5 8 CODE 93 9 UPC E 10 CODE 128 11 UCC 128 12 CUSTOMER 13 QR CODE 14 MAXICODE 15 PDF417 3...

Page 63: ...or DOWNLOAD MODE and then press the FEED button to enter to the selected mode Note FACTORY MODE is strictly for SATO authorized service personnel use Any mis adjustment or setting may disrupt the per...

Page 64: ...RINT PRESS FEED KEY 3 beeps SENSOR ADJ AUTO TEST PRINT YES NO Select YES FEED button Select NO FEED button Select AUTOMATIC FEED button SENSOR ADJ MAN I MARK E 02 ADJUST LEVEL X XV FEED button LINE FE...

Page 65: ...en displays FAILURE when automatic adjustment failed When ALL is selected for SENSOR SELECT The screen displays the result of adjustment for I MARK GAP and PAPER When I MARK is selected for SENSOR SEL...

Page 66: ...ted automatically and displayed on the bottom line You can also adjust the slice level by pressing the LINE button The input range is 0 0V and from 0 3V to 2 9V adjustable in increments of 0 1V The in...

Page 67: ...he Paper sensor with the LINE button This offset determines how soon the sensor will respond to incoming media The adjustment range is between 00 to 15 and is shown on the bottom line of the display T...

Page 68: ...STANDBY The printer is in standby mode and will only power on once the power button is pressed The initial value is STANDBY FEED button Return to SERVICE MODE menu Select MACHINE SETTING FEED button L...

Page 69: ...sition Press the LINE button to change the setting value and press the FEED button to move the cursor to next digit Setting range is between 99 to 99 dots The initial value is 00 dot Notes This is to...

Page 70: ...maintain the same settings in the future Do not set the power to on or off while downloading This will damage the CONT board main PCB Download font and logo Program download Indication of new entry I...

Page 71: ...es to RECEIVING screen When font logo and Truetype fonts are received it goes to FONT DOWNLOAD READY screen Waiting to receive font data When downloading the font for the first time it goes to RECEIVI...

Page 72: ...ee short beeps when program download is completed Goes to DOWNLOAD READY screen automatically three seconds later Completion of font data registry Emitting three short beeps when font registry is comp...

Page 73: ...nt ratio exceeds 70 583 dots in any of a horizontal line and the print speed is within 4 inches sec to 6 inches sec it activates protective function The print speed becomes 4 inches sec or 3 7 inches...

Page 74: ...commands in receive data For data start command refer to CW408 Reference Command No button is pressed for more than the set time period The printer is not in error mode for more than the set time peri...

Page 75: ...How to Clean the Printer Cleaning Sheet 4 4 Easy Replacement of Parts 4 5 Adjusting Print Quality Caution After printing the print head and its surroundings can be hot Wait until the printer cools dow...

Page 76: ...W TO CLEAN THE PRINTER CLEANING KIT Follow the instructions supplied with the cleaning kit Use the items to clean the following parts 1 Make sure that the printer is set to off and remove the AC power...

Page 77: ...the cleaning sheet 1 Set the printer to off 2 Remove the AC power cord 3 Lift the top cover 4 Remove the media 5 Put the print head cleaning sheet between the print head and the platen roller Make sur...

Page 78: ...des of the print head assem bly slide the print head assembly downward to unlock Make sure that the latch on the side of the print head assembly is unlocked 4 Lift and pull out the print head assembly...

Page 79: ...print to make sure that the print head is connected properly 4 4 2 How to Replace the Platen Roller 1 Make sure that the printer is set to off and remove the AC power cord 2 Lift the top cover 3 Locat...

Page 80: ...ode Print darkness Adjustment mode The fine adjustment for Print darkness is in ADJUSTMENT MODE menu It provides a continuous range of adjustment for precise changes See Section 3 4 Adjustment Mode fo...

Page 81: ...uts on the CW408 printer use this section to make sure the basics have been checked before deciding you are unable to proceed any further The section is divided into four parts 5 1 Error Signal Troubl...

Page 82: ...port center to replace the PCB board 07 COVER OPEN ONLINE Off ERROR Blinks Message COVER OPEN 3 short beeps 1 Cover is not latched 2 Micro switch of cover open detection is defective To clear error Op...

Page 83: ...ng invalid Kanji data that was imported to Kanji memory To clear error Power off 1 Replace PCB board 26 OVERHEAT ERROR ONLINE Blinks ERROR Blinks Message PRINTER OVERHEATED PLEASE WAIT 1 long beep 1 P...

Page 84: ...lude ESC A The number displayed in aaa is up to 999 and the number beyond 999 is displayed as 999 Example When a command error is detected by Horizontal Print Position H command ESC A C001 ESC V100 C0...

Page 85: ...screen message on the left is displayed Adjust print layout so that print ratio is under 50 Code cc Cause 01 Analyzed improper command 02 Received improper parameter 03 Analyzed improper graphic and e...

Page 86: ...t ratio per media exceeded 50 416 dots when using print darkness level B This screen appears only when DISPLAY ERROR is set to DISABLE in Advance settings mode To clear error The Icon will be cleared...

Page 87: ...s to be completed the printing can be forced to resume by holding down the LINE and FEED buttons for five seconds Please read the Caution note below before you proceed with this operation CAUTION Alth...

Page 88: ...ged or worn platen roller Replace platen roller as required SMEARED PRINT IMAGES Poor media quality Use higher quality media Use only SATO certified media Foreign material on print head and platen rol...

Page 89: ...a sensor selection Set the sensor correctly Print head is disconnected Power off the printer and make sure that the print head is properly connected Defective print head Replace print head as required...

Page 90: ...ing CHK TROUBLESHOOTING STEP Click on Start Settings and then Control Panel Click on System within the new window Click on the Device Manager tab Make sure that the View Device By Type is checked Scro...

Page 91: ...4 4 Weight 1 5 kg 3 3 lbs POWER SUPPLY Input Voltage Input power voltage AC 100 V 240 V 10 Full range Frequency 50 60 Hz Power Consumption At peak 78 VA 50 W Print ratio 16 In standby min 5 6 VA 2 3 W...

Page 92: ...e media manufactured or certified by SATO Size Continuous Tear off Cutter Dispenser Single label print Width 25 to 115 mm 1 0 to 4 5 Width including liner 28 to 118 mm 1 1 to 4 6 Pitch 25 to 397 mm 1...

Page 93: ...00BASE TX auto switching Protocol TCP IP LPR FTP TELNET CHARACTER FONT CAPABILITIES MATRIX FONTS XU 5 dots W x 9 dots H Alphanumeric symbols Kana XS 17 dots W x 17 dots H Alphanumeric symbols Kana XM...

Page 94: ...nsional QR code including Micro QR Security QR code PDF417 including Micro PDF MAXI code GS1 DataMatrix DataMatrix ECC200 Composite Symbols EAN 13 Composite CC A CC B EAN 8 Composite CC A CC B UPC A C...

Page 95: ...er end detection 4 Test print 5 Kanji data check 6 Cutter error Only when cutter unit is installed PROTECTION FUNCTION 1 Print head overheating protection Pausing print Pause print when print head rea...

Page 96: ...cord 2 Documentations Quick guide Global warranty program leaflet etc REGULATORY COMPLIANCE Safety Regulation EN60950 1 GB4943 2001 EMC Regulation EN55022 EN55024 GB9254 2008 GB17625 1 2003 Packaging...

Page 97: ...ion Cutter malfunction detection DISPENSER SPECIFICATIONS Media Type Label only 1 Availability and operating condition are constrained depending on the media type glue type and label size 2 Peel end t...

Page 98: ...Section 6 Basic Specifications Page 6 8 CW408 Operator Manual This page is intentionally left blank Preliminary...

Page 99: ...Universal Serial Bus USB Interface 7 3 Local Area Network LAN Ethernet 7 1 INTERFACE TYPES CW408 printer is equipped with a multiple interfaces board to perform data communication with the host The f...

Page 100: ...1 Basic Specifications 7 2 2 Pin Assignments Interface Connector Series B plug Cable length 5 m 16 4 feet or less Twisted pair shielded Version USB2 0 High speed Protocol Status 4 Maximum Receive Buf...

Page 101: ...0 m 328 feet or less Protocol Status 3 Status 4 Link Status LED Status LED1 lights up when establishing the LINK with Ethernet device or when receiving the packets LED Color Conditions LED1 Green Ligh...

Page 102: ...ask 0 0 0 0 255 255 255 255 Default 255 255 255 0 Gateway address 0 0 0 0 255 255 255 255 Default 0 0 0 0 IP address setting DHCP Disable Set by manual DHCP Enable Default Disable Set by manual RARP s...

Page 103: ...ver and Status Monitor refer to your SATO reseller or technical support center 7 3 4 LPD Specifications LPD protocol complies with RFC1179 and handles the list of logical printer names as queue name s...

Page 104: ...splayed Items 7 3 7 Setting Displayed Items The following table shows the settings and referable sections as well as various variables TCP IP related setting 1 Number in is the limit number of charact...

Page 105: ...and receiving port Port 9100 150 ms to 200 ms interval is necessary between closing the port and opening the port again If the time interval after closing the port is too short it may cause double con...

Page 106: ...Section 7 Interface Specifications Page 7 8 CW408 Operator Manual This page is intentionally left blank Preliminary...

Page 107: ...The following information is provided 8 1 Positions of Sensors and Options 8 2 Operation Mode Selection 8 3 Base Reference Point 8 4 Base Reference Point Adjustment 8 5 Paper End 8 6 Automatic Media F...

Page 108: ...S OF SENSORS AND OPTIONS 7 7 mm 0 30 5 05 mm 0 19 54 11 mm 2 13 I mark sensor Gap sensor 43 91 mm 1 73 20 0 mm 0 79 24 0 mm 0 95 13 0 mm 0 51 Print head Paper sensor Cutter Tear off Dispenser 12 9 mm...

Page 109: ...eds the last media so that it is fully extended out of the printer s front for removal Upon receiving the next print data the printer retracts the media so that the next media in line may be printed t...

Page 110: ...e point for printing Base reference point for cutting Gap label I mark label Base reference point for printing Base reference point for dispensing Cutter Mode Dispenser Mode Base reference point for t...

Page 111: ...shift experienced by the media or print layout can be offset with the adjustment of the pitch position Note The above base reference point for printing is the stop position when sensor type is set to...

Page 112: ...e 0 mm to 1 0 mm 0 to 0 04 from the edge of printer Non perforated media uses media center position as a reference Dispenser The label stop position from the dispenser is 2 0 mm 1 0 mm 0 08 0 04 Cutte...

Page 113: ...sition and the stop position for options Adjustment range of the distance between the print position and the stop position for options Types of Options Adjusted Distance Min Initial Distance Adjusted...

Page 114: ...the area from the head position to 15 mm 0 6 less than the paper end sensor 49 9 mm 1 9 The printer behavior when paper end is detected is as follows After completing the print of media 1 Paper end e...

Page 115: ...tion Fan fold Media The printer behavior when paper end is detected is as follows Paper end error will occur after printing the media 2 and feed media 50 mm 1 9 If an error occurs while printing or fe...

Page 116: ...the cover with the media inserted After the paper sensor detects the front edge of the media the printer feeds the media to the print position for continuous mode tear off mode or cutter mode Printer...

Page 117: ...e media manually 8 6 3 Notes for Automatic Media Feed 1 When setting the media with the cover open or when rebooting the printer you have to set the first piece of the media When setting the first med...

Page 118: ...on or in front of the perforated lines is prohibited Cutting in those locations could cause the media to jam and the printer to malfunction The perforated line 1 mm 0 04 is the cut prohibited zone 8...

Page 119: ...Section 8 Appendix CW408 Operator Manual Page 8 13 This page is intentionally left blank Preliminary...

Page 120: ...Extensive contact information of worldwide SATO operations can be found on the Internet at www satoworldwide com Preliminary...

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