ZP5XX Series Power Supply Unit - Voluntary Recall

Initiated NOV 2017

Zebra wants to inform you of a very important voluntary product recall that potentially impacts the power supply units (PSUs) manufactured by FSP Group and sold as after-market kits or included with the sale of ZP series printers manufactured between July 1, 2010, and June 30, 2012.

An earlier recall was issued for PSUs associated with G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3 printers, all manufactured by Zebra between July 1, 2010, and June 30, 2012. Previous communications and FAQs were released for that recall.

PLEASE NOTE that this web page applies only to ZP5XX printers included in this recall expansion.

For information regarding the first recall associated with PSUs with the other above products, please visit http://www.zebra.com/power-supply-recall

After independent testing, it has been confirmed that the issue is limited to a discreet 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 27JYYWWXXXXX or 35JYYWWXXXXX, 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 27J1027XXXXX and 27J1226XXXXX or between 35J1027XXXXX and 35J1226XXXXX, that printer is impacted 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.

backside of ZP printer

 

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.  

Power Supply Recall Validation Form

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, 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.
printer cable connector
  • 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. 
Zebra Printer Power Supply Unit
bottom screws of 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 previous recalls or 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.

1.800.658.3795 (US and Canada)

1.972.893.1548 (International)

Frequently Asked Questions

+ General Questions

1. What was recalled?

The Power Supply Unit (the “PSU”) for certain Zebra printers. The PSUs were manufactured by FSP Group and were either sold as after-market kits or included with the sale of ZP series printers manufactured between July 1, 2010, and June 30, 2012 with serial numbers between 27J1027XXXXX and 27J1226XXXXX or between 35J1027XXXXX and 35J1226XXXXX. After independent testing, it has been confirmed that the issue is limited to a discreet batch of PSUs and is NOT associated with the actual Zebra-manufactured printer or AC power cord.

2. What is wrong with the PSUs?

PSUs that serve as the power source for ZP models of Zebra printers have been identified as potentially containing an improperly mixed phosphorus compound that is used in the flame-retardant resin in the DC power supply connectors. This deficiency in the phosphorus based connector resin, when combined with moisture and humidity over time, can potentially lead to overheating or a fire hazard. 

3. How many PSUs are impacted?

Approximately 55,000.

4. Which Zebra printers are associated with the recall?

ZP500 Plus, ZP505 and ZP550 printers.

The recall also applies to any replacement or spare PSUs which were purchased during the above timeframe. If you purchased or installed any of these, the recall could apply to those as well.

NOTE: The PSUs which were sold with the ZP500 (predecessor to the ZP500 Plus) were NOT impacted, as the ZP500 went End Of Life in 2008. HOWEVER, if you purchased a replacement power supply for one of these ZP500s during the impacted timeframe, your replacement PSU MAY be impacted by the recall.

PLEASE NOTE that these FAQs apply only to the ZP500 Plus, ZP505 and ZP550 printers included in the expansion. An earlier recall was issued for PSUs associated with G-Series (GK420D/T, GX420D/T, GX430D/T), GT Series (GT800, GT810, GT820, GT830), ZP455, HC100, P1XX Series (P100, P110, P120), and ZXP3 printers, all manufactured by Zebra between July 1, 2010, and June 30, 2012. Previous communications and FAQs were released for that recall.

For information regarding the first recall associated with PSUs with the other above products, please visit http://www.zebra.com/power-supply-recall.

5. Is the Zebra printer also impacted?

No. The Zebra printers associated with the problematic PSUs are NOT impacted and can continue to be used with a replacement PSU.

6. Have there been any reported incidents?

Yes. To date, there has been one reported incident involving a ZP series power supply. With regard to the original scope of the recall, Zebra has received a small number of reported incidents from customers located in various regions of the world. Zebra has taken these reports seriously and is working directly with those identified accounts to resolve the issues and replace all PSUs identified as being affected by this PSU recall.

7. Is the recall global?

Yes. The affected PSUs were either sold as after-market kits or included with the sale of Zebra printers and were distributed in more than 20 countries.

8. Did Zebra manufacture the PSUs?

No.  Zebra did not manufacture the affected PSUs. The PSUs were sourced from FSP, 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 and channel partners.  Quality, both in product and customer care, is a top priority for Zebra, and we are committed to protecting the safety of our customers.  

9. Who do I contact if I have any questions?

For additional information about this recall, you can visit https://www.zebra.com/us/en/power-supply-recall-zp5XX.html, 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).

+ Questions for End Users/Customers

10. How do I know if I have an affected PSU?

This can be determined 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 27JYYWWXXXXX or 35JYYWWXXXXX, where “YY” is the last two digits of the year of manufacture and “WW” is the week of manufacture in that year.]

You can identify the serial number by either:

a) Checking your company records for printer serial numbers in the range 27J1027XXXXX to 27J1226XXXXX or in the range 35J1027XXXXX to 35J1226XXXXX. 

  • If the printer falls within either range, unplug it 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!

OR 

b) physically examining the printers in your operation to check for the impacted serial number range. To physically confirm if a printer is impacted:  

  • 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 27J1027XXXXX and 27J1226XXXXX or between 35J1027XXXXX and 35J1226XXXXX, that printer is impacted and should be de-activated and the power supply unit replaced.

If you purchased any PSUs in the affected timeframe for use as replacements or spares, it is possible that those are affected as well. Please contact Zebra as indicated in the “Who do I contact” section above for instructions on how to check the date on these PSUs. 

 

backside of ZP printer

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.

11. How do I remove affected PSUs from my printer?

  • Place the printer that has an impacted serial number 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.
printer cable connector
  • 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. 
zp505 printer
bottom screws of zp505 printer

12. How do affected End-Users get replacement PSUs?

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) (located on the printer as shown below)

 

printer serial number

To ensure the quickest shipments, please use the official country codes and postal code formats for your shipping address.

It is strongly recommended that you use the Zebra recall webpage, as it will provide you with a form to validate all information, identify the appropriate replacement PSU and send your information directly to the Zebra recall team.

However, 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.

13. What If I have multiple facilities or locations with affected PSUs?

You will need to initiate separate requests for each location. Simply enter a group of printers into the website, submit these with their address information, and then, repeat with the next group.

14. If my PSU is recalled, how much will the replacement cost?

Zebra is replacing all affected PSUs identified as part of the voluntary recall at no cost to you--Zebra is covering the costs of both the replacement PSU and any associated shipping.

15. Is Zebra also replacing the AC power cord?

No.  Zebra’s voluntary recall only replaces the DC cable assembly and PSU. Since you will need the AC power cord when you receive the replacement PSU, please keep your AC power cord that goes from the AC power adapter to the wall outlet.

16. Can End-Users also have the printer replaced at no charge?

No. Zebra’s voluntary recall does not include replacement of printers, as the remedy is limited to the replacement of the DC PSUs identified as being affected by this recall.

17. If my PSU is recalled, how long will I have to wait for the replacement PSU?

We will ship you a replacement PSU for each affected PSU for which you have submitted a request for replacement. Shipping times can vary based on location; however, it is expected that most replacement PSUs should arrive to you within 7 to 10 days of receipt by Zebra of a request for replacement. 

18.  Do I have to return my recalled 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 previous recalls or 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 unites - 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.

19. Can I continue to use my recalled DC PSU?

No. 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. Please see FAQ #10 for additional instructions on how to determine whether your PSU is included in the recall.

20. If my PSU has been recalled, may I continue using my printer while I’m waiting for my replacement PSU?

Yes. Your printer system is unaffected by this recall and may be used with a PSU that is not included in the recall date range.

21. Is it safe to use a third-party PSU in my system?

The safety of so-called “gray market” PSUs is unknown. We encourage customers to use genuine Zebra PSUs supplied by Zebra or authorized Zebra resellers.

22. What should I do if my PSU shows signs of overheating?

You should stop using any affected PSU immediately. If your PSU shows signs of deformity or overheating (typically at the plastic connector which inserts into the printer), immediately unplug your power cord from the wall and contact Zebra to request a replacement via the instructions above.