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XF
eXtendo®
Thermal Printer Family
7 Troubleshooting
Symptom
No LEDs light on printer
LEDs flashing
Printer will not feed paper
Printer will not load paper
and makes loud noise
Printer prints blank paper
Print quality poor
Baud rate, other
configuration setting
changes not effective after
use of Configuration Tool
Paper will not load
8 Maintenance
The eXtendo® XF printers are intended to be maintenance-free, and as such do not require any regular
service or maintenance.
9 Support and Repair
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
or https://www.hengstler.de/en/support/repair_request.php).
After providing all basic information in the RMA form, you will receive instructions and a shipping label for
your package.
If you need technical support or help you will 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 part number "0684...", serial number and date of manufacturing available. These can
be found on the product label. In many cases it is also helpful to know the firmware version. All
needed information can also be found on the Information Printout of your eXtendo® XF printer
(→ "5.1 Loading Paper").
Part No. D-684-399
Possible Cause
1. Power not connected or with
wrong polarity.
See Section "LED Indicators"
1. Print head raised (LEDs will flash;
see Section "LED Indicators")
1. Printer left with no paper under
printhead for long time.
1. Paper inserted upside-down
2. Wrong side of roll coated
1. Print density set too low
2. Unsuited thermal paper
1. Printer and computer not
reset/rebooted after changes made
with Configuration Tool or on
computer COM port.
Paper in chute
(https://www.hengstler.de/de/support/reparaturanfrage.php
Mod. No. 4 120322 Eli
Corrective Action
1. Check line cord and power supply
outlet
See Section "LED Indicators"
1. Push the printhead down until it
locks on both sides
1. Raise printhead, manually turn blue
wheel, lower printhead
1. Invert paper roll
2. Invert roll as test, have paper made
properly
1. Adjust print density settings, other
burn time adjustments.
2. Use verified paper
1. Reset or repower the printer.
2. Reboot computer for COM settings
to take effect. Alternatively run "net
stop spooler" and "net start
spooler" in a command window (un
com with admin rights).
1. Remove paper from the exit area of
the printer.
2. Check the exit sensor status with
the diagnostic too.
page 30 of 35
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