VJ628 Troubleshooting

  • Updated

Welcome to VJ628 Troubleshooting

In this guide we're going to cover a wide list of common issues. This should cover anything that may happen, but if not we'll be here to help!


How To Remove Cover 

  1. Ensure the printer is powered off and the power cord has been disconnected before removing the cover. 
  2. With the media handle lowered, insert a flathead screwdriver or something similar into the hole in the middle of the Media Lever Knob. You will lift up on a clip/hook to release the knob in order to pull it out. 
  3. Remove the waste tank tube from the main body of the printer.
  4. There are seven (7) screws that will need to be removed from the side covers.  Once these are removed, the side covers can be pulled off to expose the inner workings of the printer.   


SC Card Errors 

  1. First, try re-seating the cartridge to see if the error clears. You can also use this method to rule out which cartridge(s) is causing the issue. 
  2. Try power cycling the printer if the issue does not resolve. (Skip this step if there are issues during ink charge, install, or longstore since this will cause the VSM wizard to restart)
  3. Repeat Step 1 
  4. If the issue remains, remove the suspected cartridge(s) and examine the Smart Cart to see if the segments of the card line up with the lines above it. 
  5. Take the card off the cartridge and move it slightly to the left, about 1mm 
  6. If the above steps do not resolve the issue, contact Sawgrass Technical Support


Replacing a Defective Smart Card 

  • The replacement of a SC Card must be very precise or else the cartridge will not be able to be read. 
  • The easiest and quickest method is to trace around the original card with a pen or marker before removing it.  You can now use the outline as a reference for the new card’s placement.   
  • The card needs to be 17.5 mm from the top of the ink cartridge to the edge of the card.  


Grainy or Shadowed Prints 

Checking the following items: 

  • Quality of image (DPI) 
  • Color management used
  • Correct profile
  • Print head height – too high/low
  • Head alignment in VSM (Print head and Paper feed) 


Head Strikes / Spotting 

  1. Make sure that the media guides are not damaged and are correctly positioned around the paper. 
  2. Check that the flushing sponge is not saturated with ink 
  3. Ensure that the wiper blade is clean 
  4. Clean around the Print Head Area 
  5. If the Print Head is in its ‘Low’ position, raise it to the ‘High’ position.


No Media Error 

  • If the error is produced alone:
    1. Power off the printer and remove all ink cartridges. 
    2. Power the printer on and reinsert all ink cartridges, making sure to update the printer info after each one. 
    3. The media sensor at the back of the printer will sense that the media is out if it’s not tight against the platen as it’s being fed out. Remove the media roll from the printer and replace it making sure that the media at the back end is tight.  Power cycle the printer. 
    4. Be sure that the power and Ethernet cables are not on the media roll.  This can cause a No Media error by causing the paper to curl away from the sensor. 
    5. Attempt to clean the Paper Sensor by applying a small amount of rubbing alcohol (2-3 drops) on the end of a foam swab and clean the sensor. Allow 2-3 minutes for the alcohol to dry and power the printer on. 
  • If there are other errors present, this error will remain until the others are resolved. 


Missing Nozzles: 

  • Caused by Expired Inks 
    • Remove any expired ink cartridges from the printer and replacement ink stock. 
    • If there is any expired ink in the lines, replace the capping station assembly, then perform a longstore to flush out the lines before recharging with fresh ink. 
    • Using expired ink can cause damage to the print head, capping station, pump lines, print head nozzles, or cause inconsistent and low-quality prints. 
  • Not Caused by Expired Inks 
    • Try a normal clean first if it seems that it’s only a few nozzles in one or two of the ink channels. 
    • If there is no improvement, attempt a long clean. 
    • Try an overnight soak with Clean60 if there is extensive nozzle loss. This process may need to be repeated 2-3 times for a full nozzle recovery. The Clean60 and hot water should be mixed at a 2:1 ratio but should not be boiling.  Turn off the auto clean function in VSM to allow the print head to be soaked in the solution. 
      • Fill the capping station with the solution 
      • Move print head directly over the capping station 
      • Remove the solution by using a lint free cloth to soak it up. 
      • Run a normal clean 
      • Print a nozzle check 
    • If there are still missing nozzles after this process, try a little charge from VSM 


Leaking Cartridge 

  • Ink leaking in or from a cartridge will usually drip and puddle at the bottom of the cartridge, inside the printer, or under the printer. 
  • Do NOT use a cartridge that is leaking.  This will introduce air in the ink lines and can cause nozzle loss, but can be cleared with a little charge in VSM. 
  • All leakage inside the printer should be cleaned immediately. 


Grinding Noises 

  • Typically caused by dirt/paper dust accumulating on the carriage rail. 
    • Clean and grease the Y-rail to resolve this issue. 


Rapid Drop in Ink Levels in VSM/VPM 

  • Ink levels appear to suddenly drop, but there has been little to no use of the printer.  
  • Check to see if the “Auto Update” option in VSM is enabled. 
  • Check “Automatically Refresh” option is enabled in VPM Printer Utilities 


Lifetimes CR Motor/PF Motor Error Message Reset  

  • After a certain number of prints, the counters will need to be reset 
  • Please contact Sawgrass Technical Support to have a member of our team reset the counters. 
    • This process will take ~20 minutes and will require a TeamViewer Remote Connection.


Information Needed When Contacting Sawgrass Technical Support 

  • Case information details and troubleshooting steps already taken 
  • End User details 
  • System Information 
  • Printer Model 
  • Printer Serial Number 
  • Proof of Purchase 
  • Color Management Profile 
  • Graphics Software 
  • Operating System Version 
  • Ink Information (Batch Number, Expiration Date, Ink Set/Type) 
  • Information specific to the issue 
  • Banding/Color Issues 
  • Photo of issue, printed and pressed 
  • RBG or CMYK Image? 
  • Photo of Nozzle Check 
  • Photo of Primary Chart, printed and pressed 
  • Photo of Capping Station area (include flushing box/sponge and wiper blade in the photo). 
  • Error Messages 
  • Screenshot of error message in the VSM Remote Panel/Computer. 

Providing as much information as possible about the issue/error will help our care team solve your issue faster!