eXtendo®
Thermal Printer Family
Part No. D-684-124
Mod. No. 4 270919 HW1
page 27 of 33
8.
Troubleshooting
Symptom
Possible Cause
Corrective Action
No LEDs light on printer
1. Power not connected
2. PCB mounted fuse blown (typically
after reverse polarity of DC power)
1. Check line cord and outlet
2. Return printer for repair; not field
replaceable unless authorized
inidividually.
LEDs flashing
See Section “LED Indicators”
See Section “LED Indicators”
Printer will not feed paper 1. Print head raised (LEDs will flash;
see Section “LED Indicators”)
1. Pull out the blue print head lever
Printer will not load paper
and makes loud noise
1. Printer left with no paper under
printhead
1. Raise printhead, manually turn blue
wheel, lower printhead
Printer prints blank paper 1. Paper inserted upside-down
2. Wrong side of roll coated
1. Invert paper roll
2. Invert roll as test, have paper made
properly
Print quality poor
1. Print density set too low
1. Adjust print density settings, other
burn time adjustments.
Baud rate, other
configuration setting
changes not effective after
use of Configuration Tool
1. Printer and computer not
reset/rebooted after changes made
with Configuration Tool or on
computer COM port.
1. Reset printer.
2. Reboot computer for COM: settings
to take effect. Alternatively run “net
stop spooler” and “net start
spooler” in a command window.
9.
Maintenance
The eXtendo® printers are intended to be maintenance-free, and as such do not require any regular service
or maintenance.
10.
Repair and Support
All Hengstler printers are repaired at our facility in Aldingen, Germany. For details, and to arrange for the
return of a printer for repair, please contact us by using the online RMA procedure which you can find on our
webpage (
https://www.hengstler.de/de/support/reparaturanfrage.php
https://www.hengstler.de/en/support/repair_request.php
). After sending the basic information as to the
RMA form, you will receive instruction and a shipping label for your package.
If you need technical support or help you can also find contact information on the webpage described
above. When you click on the tab “Support”, you can find an online form that you can fill in and send to the
Hengstler support team. You will also find a phone number where you can speak to a support team member
during business hours.
Please have your model and serial number(s) (can be found on the product label) and firmware
version available when you contact our support team. All needed information can also be found
on the Information Printout of your eXtendo® printer (
”).
