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SG500/SG1000 Preventative Maintenance and Troubleshooting.


Preventative Maintenance and Cleaning - As with any printer, preventative maintenance should be part of a daily practice. Without preventative maintenance, consumable parts may become strained or worn, the life of the parts may be cut in half and poor production may result. The printer will small head clean every 10 hours to ensure that the print head and nozzle are coated in ink, thus reducing the possibility of blocked nozzles. For this reason, we ask that the printer remains powered on at all times so the printer can perform its maintenance which will prevent any errors or blocked nozzles from occurring.


Should you encounter any issues please refer to the below guides to help you get back to operating swiftly. 


Table of contents

  1. Nozzle Check
    1. Head cleans and Head Flushes
      1. Capping station 
      2. Banding (Lines on print)
      3. Adjustments
      4. Paper Misfeeds or Paper Jam
      5. Service error codes
      6. Contacting Support




Nozzle Check:

The Nozzle check shows whether the print head can distribute ink through all ink channels. It is recommended to print a nozzle check periodically or if the printer has not been used for an extended period of time. Blocked nozzles appear as missing dashes/lines on the nozzle check print out as shown in the diagrams below. Please refer to the below troubleshooting tips if you print a nozzle check and you have missing nozzles. 

Good Nozzles                    Bad Nozzles

Steps on how to perform a Nozzle check can be found here: How to Print a Nozzle Check

To bring back these missing nozzles, we would recommend performing the following:

  • No more than 3 head cleans, each followed by a nozzle check
  • No more than 1 head flushes, each followed by a nozzle check
  • If the nozzle check is still not satisfactory with limited improvement, then the next step would be to clean the capping station with some hot distilled water. We would recommend cleaning the filter in the capping station until the fluid evacuates relatively quickly from the suction cup. As a result, you may need to clean the capping station multiple times. Once the capping station filter is clean, perform a head flush followed by a nozzle check 
  • Perform an ink charge as a last resort. Please be advised that this will use approximately 20% ink.


Please note, that in order to reduce unnecessary ink consumption, it is recommended to perform the head clean or head flush on the relevant head, this will either be head 1 (Cyan/Black) or Head 2 (Magenta/Yellow).

The Nozzle check, Head clean and Head flush options can be accessed through the printer menu > Printer Features> List/test Print>



Head Cleans and Head Flushes

Perform a head cleaning (Small Clean) when print quality is affected by missing nozzles.

Head cleaning consumes ink but is sometimes necessary to achieve a full nozzle check. After an ink cartridge is replaced, a print head cleaning will be automatically performed.


Follow the linked document on How to Perform a Head Clean

  • Perform a head cleaning up to 3 times in an attempt to clear missing nozzles
  • Print and check for any changes in the nozzle check test pattern between each head
  • Do not turn the printer off during print head cleaning. If the printer is turned off during a print head cleaning, start again by printing a nozzle check test


Head Flush (Large Clean) How to Perform a Head Flush


Only perform a head flush if the head cleans have been unsuccessful.


  • Perform a head flushing only if print head nozzles cannot be cleared by up to 3 head cleanings.
  • Head flushing consumes more ink than head cleaning
  • Do not perform more than 1 head flush
  • If nozzles do not print properly after up to 3 head cleanings and 1 head flush, contact Sawgrass for further assistance.
  • Do not turn the printer off during print head flushing. If the printer is turned off during print head flushing, start again from printing the nozzle check test




Capping Station

The capping station is located under the print head and its function is to pull ink into the print head and to stop the head from drying out. A dirty capping station may cause one of the following issues and therefore it is important that it does not become clogged with ink:

  • Missing nozzles
  • Banding in certain colors
  • Service code errors


Signs of a dirty capping station are thick dark or light bands, usually in a specific color. To clean the capping station, we recommend you pour some hot distilled water into the suction cup and let it soak. Once the filter inside the suction cup is clean, the fluid will drain away relatively quickly.


Cleaning the Capping station is demonstrated in the linked Video



Horizontal Banding/Lines – Vertical Banding

Horizontal lines or banding can be caused by one of the following:

  • Incorrect settings
  • Paper feed adjustments
  • Missing or blocked nozzles
  • Dirty capping station
  • Dirty vertical encoder

Missing Nozzles

The most common cause of lines on prints are missing nozzles. To confirm this, you can print a nozzle check from within the printer menu > Printer Features> List/test Print> Nozzle Check pattern. Missing nozzles will be displayed as missing/blank dash on the gridded pattern. Please refer to the Missing nozzles section for further assistance.

Incorrect settings

To avoid any settings issues, we recommend printing using the Sawgrass Print Manager Software If you are printing from a graphic software please see our configuration guide for further assistance regarding this.

Paper feed adjustments

Another cause of horizontal banding could be because the paper feed adjustment is no longer correct and need to be aligned. This is a simple adjustment that can be access through the printer menu > Printer Features> List/test Print > Adjust Paper Feed.

Dirty capping station

Signs of a dirty capping station are thick dark or light bands, usually in a specific color.  To rectify this, we would recommend soaking the filter part of the capping station with some hot distilled water for 10-15 minutes followed by a head flush. You may need to soak it multiple times for it to have the desired effect. When clean, the solution should be absorbed by the filter within a matter of seconds. Once it is clean, we recommend you perform a head flush.


Vertical Banding


Vertical banding is easier to diagnose than horizontal banding. There are only a couple of causes which are the following:

  • Incorrect print head position adjustments

As such we recommend you perform the following to resolve this issue:

  • Perform print head position adjustment
  • If the issue is only in the Cyan channel, please try printing in Advance Photo.



Printer Adjustments


The printer adjustments are separated into three parts, these are Registration, Paper feed and Head Position. These three controls where the print starts and ends as well as how much the paper is fed during each pass of the print head. If the adjustments are incorrect this can result in one or more of the following.


  • Skewed Prints
  • Ghosting
  • Double printing
  • Patchy/streaky images
  • Banding (White horizontal lines evenly down the page)


We recommend checking all three of these adjustments if you are any of the above issues on your print how’s. You can find details steps on how to perform each one below. 


How to perform the Registration Adjustment


How to perform the Paper Feed Adjustment


How to perform the Head Position Adjustment



Paper Misfeeds or Paper Jam


A paper misfeed can be caused by three things:

  • Incorrect settings
  • Sensor error
  • Paper Jam

Incorrect settings

If an incorrect paper size is selected in the settings, when printing the printer will be expecting a paper of a certain length. If the printer detects that the page is longer or shorter than expected, it will display a paper misfeed message on the LCD display. This can usually be cleared by pressing the job reset button or Form Feed button on the front panel of the printer.

Sensor error

If it is confirmed that the print settings are correct, then the paper misfeed message could be caused by a sensor error. In most circumstances this is caused by a sensor, or the paper feed rollers being dirty and simply requires a clean.

Paper jam

 Another cause of a paper misfeed is when the print head catches the page being printed or object. A paper jam that occurs as a one off is nothing to worry about as, however if a jam occurs on every print, there might be a damaged part. 

If the paper misfeed error continues or is permanently displayed, you can obtain the Jam codes for our support team to look into the error further.



Service Error Codes (SC Error)


SC error codes appear when the internal sensors detect a problem. Here you can find quick links to troubleshooting steps for specific error codes that you may receive on your printer. 


SC Error Codes


20211 to 20224

20221 to 20224

20231 to 20234

20241 to 20244

20251 to 20254


21000 / 21100


28111 to 28114

28211 / 28212 / 28213










Contacting Support


If you require further assistance from our support team you can log a ticket via the below link. 


Log a support ticket


To speed up the process please provide as much of the following information so that our agents can determine the fault faster and provide effective and efficient steps to resolve the issue. 


  • Photo of the issue or error message 
  • Photos of the white barcode labels on all ink cartridges. (You will need to remove the cartridges to see this label)
  • Any steps you have already followed 
  • When the issue started 
  • Any changes made to the printer or software prior to the issue occurring