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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎10-28-2019 06:59 AM

HP Recommended
Product: E77650

Hi all,

 

we have an error on a HP E77650, the error code is 62.12.51: The printhead lift motor stalled for an unknown reason.

Printhead has been replaced and the error is still there, does anyone has this problem?

thank you.

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‎11-07-2019 02:51 AM

HP Recommended

The solution was replacing the printhead assy.

thank you all!!

View solution in original post

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‎10-28-2019 07:21 AM

HP Recommended

Good morning,

 

My suggestion is to double-check the cabling, connectors, and FFCs. It might also be the mPCA. However, before going forward with that replacement, please call the main support number to create a case and talk to one of our colleagues (1-888-472-2737).

 

Here is the link to the CMPD for this error message. It has information on the cables, connectors, and FFCs to check: https://support.hp.com/wise/DocumentDetail/ams-en?selectedLangCode=en&docId=guid-cac72cc1-ab99-47e6-....

 

I am HP employee

Please call the main support line to create a case and talk to an expert if the above steps do not solve the issue: 1-888-472-2737
I am HP employee
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‎10-28-2019 12:28 PM

HP Recommended

I have not.  But please let us know what you find.

Dan Russo

Everything we hear is an opinion, not a fact. Everything we see is a perspective, not the truth. -- Marcus Aurelius
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‎11-01-2019 09:35 PM

HP Recommended

The link provided appears to be an internal HP site for when I clicked it it asked me to authenticate with an HP email address.  Partners should access the wise system through the partner Portal where you can find all the support documents. If you do not have the required login information you should contact your local partner technical support representative to get it.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎11-01-2019 10:53 PM

HP Recommended

Did you follow all the troubleshooting steps before replacing the printhead? That is the last resort and other cabling parts are supposed to be replaced first. Check the CPMD as there are about 5 pages of troubleshooting to isolate this problem and the cause.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



Was this reply helpful? Yes No

‎11-07-2019 02:51 AM

HP Recommended

The solution was replacing the printhead assy.

thank you all!!

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