Service Codes

U.S. Only! Refer Canadian Customers to Canadian Repair Options

l (1) code per customer -- except when there are two distinct symptoms in different categories - supervise transfers are required when more than one code are offered.

l Can't find a service code to match the symptom? Notify your product engineer and, for now:

Select code from closest Category (STARTUP PROBLEMS, MEDIA HANDLING, etc.)

Next to a symptom match--relating to specific service code, a Category match is important.

Example: You can't find a code, but the primary symptom is related to STARTUP PROBLEMS. Use any code listed under STARTUP PROBLEMS.

---

STARTUP PROBLEMS

CBP100A	Scanner Initialization Fails	Scanner or product's scanner assembly fails initialization or self test
CSP100A	Power up failed	No lights, no noise, no movement, power failure, dead, no display
CSP105A	Self-Test failed	Product does not perform Self-test or is incomplete or incorrect
CSP110A	Erratic/Intermittent Operation	Product behaves inconsistently or exhibits an intermittent failure
CSP210A	No lights/Fan only/No Lamp	No LEDs On on the front or control panel and the fan is ON or Scanner Lamp not ON
CSP400A	Scanner Test failed	Scanner or product scanner assembly fails scanner test
CSP405A	SCSI Test failed	SCSI test fails on installation
CSP410A	Vibration	Product vibrates during initialization
CSP415A	Green Light/No Movement	Scanner Green light on but no carriage movement

PERFORMANCE

CPF115A	Scanning Software	Scanner errors occur when running scanning software
CPF105A	Stops Scanning	Scans part of a page then stops
CPN110A	Unsual Noise	Unusual, persistent grinding, squeaking, scraping, clicking, chattering or frequent shock noise
CPP100A	Burning smell	During operations, unit emits a burning smell

PRINT / IMAGE QUALITY

CBG110A	Vertical streaks	Vertical lines or streaks on sheet
CGF200A	Blocky/Striped Scan	Scanned output is blocky or striped
CGG100A	Image/Print Qualtiy	Fuzzy, distorted, hazy poor image or print quality or lines or streaks in image or print
CGG105A	Wrong Colors	Image colors or printed colors incorrect or color tint in grayscale

COMMUNICATION

CKK300A

No Communication

Computer fails to recognize product

AUTOMATIC DOCUMENT FEEDER / TRANSPARENCY ADAPTER

CAE100A	ADF Defect	ADF intermittent, damaged or defective
CAM100A	Document jams	Document stuck inside of Sheet Feeder or ADF
CAM105A	Multiple Feed	Several Documents are picked together
CAM110A	No Document Feed	Document loading intermittently or not loading at all

MISCELLANEOUS

CPF100A	Spectral Drift	Consistent colors in original drift or change vertically (anchor upgrade)
CYD100A	Loose / Damaged part	Any part or glass is broken, scratched, damaged or loose
CYY200A	Inside Glass Dirty	Underside of scanner glass is dirty or smudged (no user access)

REPAIR / PROCESS QUALITY

CWP000A	Multiple Exchange	Customer has received more than one exchange per incident It is technical support's responsibility to ensure that there isn't a lingering technical support issue that the customer is experiencing. Do not route a customer through to Roseville unless it is obvious that a hardware problem still exists.
CWP010A	Re-Repair 90 days	Unit fails within 90 days of previous repair
CWP015A	Defective From Stock	Unit shipped is defective from stock, fails to operate as designed or contains cosmetic defects
CWP020A	Customer Damaged	Customer / Reseller has damaged or mis-repaired unit
CWP025A	Wrong Model	Wrong model or product sent to customer

NOTES:

This process is for U.S. products ONLY. Canada customers must be referred to repair center in Canada

The Roseville call center is no longer closed on Thursdays (effective immediately).

No one, except the Roseville staff should give turn around time expectations, shipping details, or provide information about warranty options as these have changed in the past and options for EE have been offered customers when there is no product availability in the "pipeline" (inventory). This and other shipping information, to date, are not available to CSC agents so it is wise NOT to provide customers with information, especially since it is provided by the next HP staff person they will be speaking with.

If you have any questions on these codes or the process, contact your CSC product engineers.