Prepressforums.com - URGENT

ShaunMac · #1 (**permalink**) 08-31-2006, 11:54 AM

Hello,

Hope your day is going better than mine.

If you have experience with an AGFA Avantra 20/25 imagesetter, I hope that maybe you would have a suggestion.

We have here an AGFA Avantra 20/25 imagesetter. It's got very high mileage, but it has been performing well for at least the last 5 years that I've been here.

Currently, it appears that the cutter is malfunctioning or not operating at all.

At first, it started having difficulty with smaller images (less than 17 x 12); it would report a "57" error (media jam in the bridge, at the top of the imagesetter, before it goes into the processor). This was intermittent, and then more frequent.

Now, when it reported a "57" error, and we opened up the bridge, we saw that the film hasn't even been cut. We had to cut the film manually, roll the film back, and then refeed it. But now, either there's a "06" error (media jam) when it reaches the cutter, or, if the film does load, it will set the next image, but won't cut it; that results in either a bridge jam ("57") or an input jam into the processor.

The cutter's not functioning. Any suggestions?

Also, I have to look it up yet, but what's the story on service? We have a "silver" plan, which means that we don't have the priority. We might have someone tomorrow, from Maine. We're here, in CT. But that's only if the people with the "gold" plan don't have any other issues.

Again, any help is greatly appreciated!

Have a great holiday, everyone!

jimking · #2 (**permalink**) 08-31-2006, 12:04 PM

I have experience with the 30" Avantra and yes our blade had to be changed. And we had Agfa do it. Not being familier with your imagesetter, do you have a touch screen? Can you manually activate your cutter? That's what we did before it went completely. When you cut the film find the scissor icon and activate it again, breakout the book if you have to. When you do this open the door holding the film cassette and tug it a little as the blade rolls across the film. Repeat if need be. I drink Coorslite. :P

ShaunMac · #3 (**permalink**) 08-31-2006, 12:26 PM

Hey, Jim,

Thanks for the quick response.

Yes, we have the touchscreen, and can activate the cutter manually.

Unfortunately, the cutter has died a bitter and tragic death! It won't move at all. It may be stuck in the media path, and it won't reset.

You might be able to help me, though.

What's your experience with AGFA service? It seems their reps cover a very large region.

For instance, they might make it out here tomorrow, arriving in Hartford all the way from Bangor. But they'll have to order the cutter; meanwhile, the machine is down. I just had one week of hell; it seems next week is gonna be worse.

I've had better luck with Xerox. Although they are servicing those machines almost constantly, if there's a problem, we can usually get someone here in about an hour, 2 at most.

jimking · #4 (**permalink**) 08-31-2006, 12:39 PM

Never any problems with them that I can remember. I would think they would order the part for delivery the next day. You should get the part either tomarrow or Monday. My bet is they'll get it fixed on Monday at the latest. Now if they can deliver the part on Saturday that would help out, however, I don't think their techs work the weekends but I could be wrong. Did you by chance shut down your imagesetter and bring it back up? If not you should do this and try manually cut again.

ShaunMac · #5 (**permalink**) 08-31-2006, 01:41 PM

Hey, Jim,

Oh, yeah ... shut down, restart, try this, try that, plead with it, curse it profusely, all the above. It lives not. :cry:

Oh, well ... sometimes one does have to wait for the tech.

On to the next crisis ...

jimking · #6 (**permalink**) 08-31-2006, 02:03 PM

Monday is Labor day isn't it? Well I guess Tuesday at the latest.

ops: At least it'll be a short week next week!

ShaunMac · #7 (**permalink**) 08-31-2006, 03:20 PM

Yes, it's a short week next week ... that's excellent!!! You got that straight!!!

KLH · #8 (**permalink**) 08-31-2006, 06:29 PM

My most recent experience isn't with Agfa, but if I remember correctly and if they are set up similiar to other larger companies, when you place your service call you go through tech support - if you have the error codes and know the problem relay as much information as you can; tell them the machine is down and that you need the parts ordered to be there when the tech shows up. They can order all the possible parts for the errors and return the ones that the tech doesn't use. This is especially true if your service contract includes parts.

Many years ago we were going through Agfa scanners. After the 4th or 5th one the tech ordered 4 scanners at one time - hoping that one of them would function like it was suppose to. I have six scanners on the floor at once - that was a "fun" return shipment!

Good luck, have a good weekend before the next short week of hell!