Both the Service Code 21100 and 21000 are related to the horizontal encoder and are due to one of the following:

  • The encoder is damaged or loose.
  • The encoder is not correctly placed in the sensor.
  • The encoder is missing.

The horizontal encoder is a thin slotted metallic strip that runs across the width of the printer, just in front of the metal carriage rail and helps the print head determine its position in the printer.

Should this error appear, the most likely cause is that is no longer correctly in place between the sensor. In order to resolve the error please perform the following:

  • Power off the printer
  • Open the top cover
  • Locate the horizontal encoder
  • A sign that it is no longer correctly in place is that it is no longer straight, but instead is at an angle.

Outlined in red is sensor, as you can see the encoder passing through it is perfectly straight. If it is not, it will need to be pushed back into place.

Should the error still persist  or if you discover that the encoder is damaged or missing, please submit a ticket with our support team for further assistance.