ZP5XX Series Power Supply Unit - Voluntary Recall
Updated June 2018
The Zebra Power Supply Unit (PSU) recall initiated December 2016 has been expanded.
The recall period is expanded to include PSUs manufactured by the FSP Group between October 1, 2006 and December 31, 2012. These PSUs were sold as after-market kits or included with the sale of Zebra printers that may or may not have been included in the original recall notice.
A recall was also issued for PSUs associated with other printers. If the model number of any of your printers contains one of the following, the power supply should be checked against the recall: AP, BR, CN, GC, GK, GX, GT, H, HC, J, LP, P, PS, R, SC, T, Thermal, TLP, WM, ZP, ZXP. For a more detailed list of printer models, please click here.
For information regarding the main recall associated with the other products listed above, please visit http://www.zebra.com/power-supply-recall.
After independent testing, it has been confirmed that the issue is limited to an identified batch of PSUs and is NOT associated with the actual Zebra-manufactured printer or AC power cord.
The PSUs were sourced from an established, reputable third-party manufacturer who has been cooperative with the voluntary recall mandates.
The safety of our customers is of paramount importance to Zebra. While Zebra did not directly manufacture the PSUs, we recognize that our component-suppliers are an extension of Zebra and we are working diligently to rectify the issue in a manner that is least disruptive to our customers.
Quality, both in product and customer care, is a top priority for Zebra, and we are committed to protecting the safety of our customers.
How to Identify Impacted Equipment and Request Replacements
1. Find Printer Serial Number
This can be done by examining the serial number of the printer. [Note that the 4th through 7th characters in the serial number encode the manufacturing date of the printer – serial numbers for these printers follow the convention 27XYYWWXXXXX or 35XYYWWXXXXX, where “YY” is the last two digits of the year of manufacture and “WW” is the week of manufacture in that year.
First, unplug each printer from the wall outlet and remove the AC power cord from the printer. You will need to retain the AC power cord whether or not you replace the power supply, so please do not discard it!
Verify each printer serial number by examining the label on the backside of the printer (see picture below). If the serial number is found to be between 27X0639XXXXX and 27X1326XXXXX or between 35X0639XXXXX and 35X1326XXXXX, that printer is impacted, unless the power supply has already been replaced, and should be de-activated and the power supply unit replaced.
Note: If the labels are obscured from view and the printer is physically attached to a piece of furniture or fixture, it may be necessary to detach it so that you can access the backside of the printer.
Previously checked inventory should be re-checked against the expanded recall period.
If you are uncertain whether the PSU has already been replaced, remove the PSU from the printer and check the PSU date code located on the top (hidden) portion of the PSU. The replaced and unaffected PSUs will have a PSU date code greater than 130000 (YYWWXX, where YY=year and WW=week) or a manufacturing date later than December 31, 2012.
2. Validate and Submit Your Information
Once you confirm you have an affected PSU by finding the serial number within the date range, please visit the recall validation form to fully validate your information and to initiate the PSU replacement process.
Alternatively, you can send us an email at PSUrecall@zebra.com or call us at 1.800.658.3795 (US and Canada) or 1.972.893.1548 (International). Please be prepared to provide the following information associated with each affected PSU:
- Your company name and contact information
- Shipping address
- Printer Serial Number(s) (S/N)
To ensure the quickest shipments, please use the official country codes and postal code formats for your shipping address.
If you have a large number of power supplies to replace, please contact the Zebra Call Center at one of the numbers above and they will assist you with the request process.
3. Remove PSU from Printer
To minimize the risk to your business and your users, it is best to immediately stop using any PSU identified as part of this voluntary recall. Your printer system is unaffected by this recall and may be used with a PSU that is not included in the recall serial number range if you have one. If not, please discontinue use of the printer until a replacement PSU can be shipped to you.
If the printer serial number falls within the impacted date range, or if you believe you may have already replaced the original PSU and wish to check the PSU manufacturing date, remove the PSU.
- Place the printer upside-down on a soft pad or cloth so as not to damage or scratch the top of the printer.
- Unplug the short cable/connector that runs from the power supply assembly to the back of the printer.
- Using a Philips-Head #2 screwdriver, remove the three screws that attach the power supply assembly to the bottom of the printer and then pull the power supply away from the printer.
4. Return or Recycle PSU
If you are IN the United States, Zebra will destroy and recycle the affected PSUs associated with the ZP5XX recall for you. Zebra will not recycle PSUs associated with other products. Please ship the old, qualifying PSUs that you are replacing back to Zebra as follows:
- Use the packaging / box which the replacement PSU came in to ship each PSU back to Zebra. Simply place it back in the box with the original packing materials, along with a slip of paper providing:
1. Your company name
2. The address where the PSU was being used
- Seal the box and apply the return label provided to you with your replacement PSU.
- Ship the Package using FedEx and your normal facility process.
- Please be sure to keep the A/C power cord to use with the replacement units - DO NOT SHIP THE A/C POWER CORD TO ZEBRA.
If you are OUTSIDE of the United States, please recycle the old, qualifying PSUs in compliance with your local regulations.
- Please be sure to keep the A/C power cord to use with the replacement units – DO NOT DISCARD THE A/C POWER CORD.
Have More Questions? Contact Us
For additional information about this recall, contact us via email or phone.