codes

[bpartner]

HP DesignJet Z5600. My printer/plotter is giving codes: 08:04 and 21:13 (Error code: 0x10901002), we have done a firmware update via USB Flash drive. The update took but codes return. Can someone please help? We are in an extreme rural area with no expert center.

[Meghana_10]

Hi @bpartner,
 

Welcome to the HP Support Community.
 

We understand how challenging this situation must be, especially when your HP DesignJet Z5600 continues to display 08:04 and 21:13 (Error code: 0x10901002) even after successfully installing the firmware update via USB. Since you are located in a remote area without easy access to an HP service center, let's work through the additional troubleshooting steps that can safely be performed on-site.

On HP DesignJet T/Z series printers, these error codes typically indicate a system-level fault rather than a firmware installation failure. While updating the firmware is an important first step, persistent errors may be related to the printer's paper path, service station, carriage movement, printheads, ink system, or another internal hardware component.

Because the firmware update completed successfully, it is likely that the firmware itself is not the root cause.
 

1. Perform a Complete Power Reset

A full power reset clears temporary hardware states that may remain after a system error.

1. Turn the printer off using the Power button.
2. Turn off the rear power switch (if your model has one).
3. Unplug the power cord from the wall outlet.
4. Wait at least 60 seconds.
5. Reconnect the power cord directly to the wall outlet.
6. Turn on the rear switch (if applicable), then power on the printer.
7. Allow the printer to complete its startup sequence before checking whether the errors return.

2. Verify the Firmware Version

Although you've already updated the firmware, it's worth confirming that the printer is actually running the latest version.

1. From the printer's front panel, open the Information, Configuration, or About menu.
2. Note the installed firmware version.
3. Compare it with the latest firmware available for your exact HP DesignJet Z5600 model.
4. If necessary, download the firmware again and repeat the update using a FAT-formatted USB flash drive.

Reinstalling the firmware can help if the original download was incomplete or corrupted, even if the update appeared to finish successfully.
 

3. Inspect the Paper Path and Carriage Area

Error family 21.x on DesignJet printers is commonly associated with paper handling, carriage movement, or service station issues.

1. Restart the printer.
2. When it is safe to do so, open the printer cover.
3. Carefully inspect the entire paper path.
4. Remove any small pieces of paper or other obstructions.
5. Verify that the media roll is loaded correctly and that the leading edge is straight.
6. If necessary, unload and reload the paper roll.
7. After reloading, print an internal test page or service print to verify operation.

Checking the paper path helps eliminate mechanical obstructions that can prevent normal carriage movement.

4. Check the Ink Cartridges and Printheads

Poor electrical contact or an improperly seated printhead can sometimes contribute to recurring system errors.

1. Open the printhead access area while the printer is idle.
2. Remove each printhead and ink cartridge individually.
3. Inspect them for damage, leaks, or contamination.
4. If the electrical contacts appear dirty, gently clean them with a lint-free cloth lightly dampened with distilled water.
5. Reinstall each printhead and cartridge securely.
6. Close the cover and allow the printer to complete initialization.
7. If prompted, perform a printhead alignment or diagnostic print.

This helps ensure that the print system is communicating correctly with the printer.

5. Capture the Printer Diagnostic Log

Since you're located in a remote area, collecting the printer's diagnostic log can significantly assist HP Support in diagnosing the issue without immediate on-site service.

1. Insert a USB flash drive into your computer.

Create an empty file named:

pdipu_enable.log

1. Save this file to the root directory of the USB drive.
2. Insert the USB drive into the printer's USB host port.
3. Wait for the printer to automatically generate and copy its diagnostic log to the USB drive.
4. Safely remove the USB drive and keep the log file available if HP Support requests it.

This log contains detailed system information that can help identify the source of recurring hardware errors.
 

If the issue is caused by a temporary system fault, media loading problem, or printhead communication issue, the printer should initialize normally after completing these steps.
 

If 08:04 and 21:13 (0x10901002) continue to appear after:

• Performing a full power reset
• Confirming the latest firmware is installed
• Inspecting and clearing the paper path
• Reseating the printheads and ink cartridges

then the issue is likely related to an internal hardware component, such as the service station, carriage assembly, or another system mechanism, which will require further diagnosis.

Have a great day!

[Meghana_10]

Hi @bpartner,
 

Welcome to the HP Support Community.
 

We understand how challenging this situation must be, especially when your HP DesignJet Z5600 continues to display 08:04 and 21:13 (Error code: 0x10901002) even after successfully installing the firmware update via USB. Since you are located in a remote area without easy access to an HP service center, let's work through the additional troubleshooting steps that can safely be performed on-site.

On HP DesignJet T/Z series printers, these error codes typically indicate a system-level fault rather than a firmware installation failure. While updating the firmware is an important first step, persistent errors may be related to the printer's paper path, service station, carriage movement, printheads, ink system, or another internal hardware component.

Because the firmware update completed successfully, it is likely that the firmware itself is not the root cause.
 

1. Perform a Complete Power Reset

A full power reset clears temporary hardware states that may remain after a system error.

1. Turn the printer off using the Power button.
2. Turn off the rear power switch (if your model has one).
3. Unplug the power cord from the wall outlet.
4. Wait at least 60 seconds.
5. Reconnect the power cord directly to the wall outlet.
6. Turn on the rear switch (if applicable), then power on the printer.
7. Allow the printer to complete its startup sequence before checking whether the errors return.

2. Verify the Firmware Version

Although you've already updated the firmware, it's worth confirming that the printer is actually running the latest version.

1. From the printer's front panel, open the Information, Configuration, or About menu.
2. Note the installed firmware version.
3. Compare it with the latest firmware available for your exact HP DesignJet Z5600 model.
4. If necessary, download the firmware again and repeat the update using a FAT-formatted USB flash drive.

Reinstalling the firmware can help if the original download was incomplete or corrupted, even if the update appeared to finish successfully.
 

3. Inspect the Paper Path and Carriage Area

Error family 21.x on DesignJet printers is commonly associated with paper handling, carriage movement, or service station issues.

1. Restart the printer.
2. When it is safe to do so, open the printer cover.
3. Carefully inspect the entire paper path.
4. Remove any small pieces of paper or other obstructions.
5. Verify that the media roll is loaded correctly and that the leading edge is straight.
6. If necessary, unload and reload the paper roll.
7. After reloading, print an internal test page or service print to verify operation.

Checking the paper path helps eliminate mechanical obstructions that can prevent normal carriage movement.

4. Check the Ink Cartridges and Printheads

Poor electrical contact or an improperly seated printhead can sometimes contribute to recurring system errors.

1. Open the printhead access area while the printer is idle.
2. Remove each printhead and ink cartridge individually.
3. Inspect them for damage, leaks, or contamination.
4. If the electrical contacts appear dirty, gently clean them with a lint-free cloth lightly dampened with distilled water.
5. Reinstall each printhead and cartridge securely.
6. Close the cover and allow the printer to complete initialization.
7. If prompted, perform a printhead alignment or diagnostic print.

This helps ensure that the print system is communicating correctly with the printer.

5. Capture the Printer Diagnostic Log

Since you're located in a remote area, collecting the printer's diagnostic log can significantly assist HP Support in diagnosing the issue without immediate on-site service.

1. Insert a USB flash drive into your computer.

Create an empty file named:

pdipu_enable.log

1. Save this file to the root directory of the USB drive.
2. Insert the USB drive into the printer's USB host port.
3. Wait for the printer to automatically generate and copy its diagnostic log to the USB drive.
4. Safely remove the USB drive and keep the log file available if HP Support requests it.

This log contains detailed system information that can help identify the source of recurring hardware errors.
 
Have a great day!

[Meghana_10]

If the issue is caused by a temporary system fault, media loading problem, or printhead communication issue, the printer should initialize normally after completing these steps.
 

If 08:04 and 21:13 (0x10901002) continue to appear after:

• Performing a full power reset
• Confirming the latest firmware is installed
• Inspecting and clearing the paper path
• Reseating the printheads and ink cartridges

then the issue is likely related to an internal hardware component, such as the service station, carriage assembly, or another system mechanism, which will require further diagnosis.
 
Have a great day!