Service Home HTS400 - Troubleshooting Guide - TG0074
Last updated: 10/10/2025

HTS400 - Troubleshooting Guide

TG0074

Symptoms

Symptom Corrective Action
When I click on the CNC Images button in the Machine Origins Section I do not see any Machine Images. Make sure that the CNC images folder is selected in the file explorer window.  To select:  This PC -->Data D:\ -->CNC
I have a tool with a calibrated length and the calibrated length does not match the value displayed on the unit. Make sure that the MASTER origin is calibrated and the calibration values match those scribed on the tool sleeve.  If the values do not match, open the Machine Origins Section, select and edit the MASTER origin, and enter in the correct X & Z values so that they match.  Note: DO NOT enter any values for dZ and remove any if present.
Some measurement functions are greyed out and I cannot select them. The intuitive software will only show the measurement functions that are possible given the tool geometry on screen.  When the function is greyed out, it is impossible to use the function given the current geometry on screen.  Attempt rotating the tool sleeve to solve this issue.
Label printer not working. Click on the settings button on the home screen and open the system parameters window.  Make sure the DYMO is selected as the label printer and the PDF Creator is selected as the printer.
The X & Z axis fine adjustment wheels are stuck. The X & Z fine adjustment wheels have limited travel.  If the wheel is stuck, you have most likely reached the end of travel for that axis.  DO NOT USE FORCE TO EXCEED THIS LIMIT.  Move the axis wheel in the opposite direction to give it more play, unlock the axis, and use rough positioning to get the axis crosshairs close to the edge of the tool profile.  You can now re-lock the axis and use the fine adjustment wheel.
I cannot delete tools or machine origins

In order to delete tools or machine origins, you must log in first.  On the main page, open the settings window and select “LOGIN.”  You will now be prompted to enter in the password.  Enter the password "administrator".  You are now able to delete the tools or the machine origins.

Note:  You do not need to log off. The HTS400 will log off when you power down. 
The tool holder has a significant runout when placed in the tool sleeve.  When the same tool is placed in the machine, it has significantly less runout.  Make sure the taper of the tool sleeve is thoroughly cleaned and the tool taper is clean without any burrs or porosity.  Apply a light coat of oil to the tool sleeve taper and tool taper (ISO 68 Oil).  This will help the tool remain centered when inserted and reduce tool holder runout. 
Error Message: "Start Camera Error" Check for a loose connection on the cable labeled TC that connects to the back of the monitor. 
An error message indicating the USB Printing Support is too old to work with USB 3.0. 

The incorrect printer drivers have been selected. Identify the model of printer you have and select the correct drivers. 

See steps 9 and 10 of the installation instructions for how to select printer drivers. 2.1 HTS400 - INSTALLATION

 If the correct printer is not in the drop-down selection, update the HTS400's software and printer firmware. See 2.3 HST400 - UPDATE SOFTWARE. 
No printer shows up in drop down menu Install printer drivers by following the software update procedure. 
The full label is not being printed. Verify that the correct label size has been fed into the printer. The labels must be 36mm x 89mm (1-4/10” x 3-1/2”). More information about the labels can be found at 4.1 HTS400 - Maintenance. 
Windows printer settings are incorrect. Follow the instructions in tab 5.2 HTS400 - Label Printing Issues.
On Boot up, the message "Error in database opening" is generated.  Contact Haas service for assistance. 
HTS400 fails to boot up and generates the error "No bootable device found". Contact Haas service for assistance. 
One of the axes on the HTS400 will not find the home position. 

If an axis has been moved along its full length of travel, the HTS400 is not able to find a home position, and the optical scale for that axis will need to be replaced. 

See the "HTS400 Home Position Not Found" section for more details. 
While updating, the error message "USB key has not been detected!” is generated.  The USB stick with the update file was not plugged in during the 60 second countdown. Try the update again, and be sure to plug in the USB stick during the countdown. 
The US stick was plugged in before the 60 second countdown. Unplug the USB stick and restart the update process and be sure to plug in the USB stick during the countdown. 
"I/O error 103" on power up. Replace the USB backup stick on See tab 5.3 HTS400 - Replace USB Backup Drive.
The attached printer is either printing more labels than commanded or not printing any labels.  Windows error processing printing queue to resolve this, clear the printing queue and restart the HTS400. See the section "How To Clear the Printing Queue" for more information. 

HTS400 Home Position Not Found

When the HTS400 is turned on, both axis positions will show red dashes [1]. The red dashes indicate that the home position has not been found. To find the home position, move the axis along their range of travel.

Once the home position has been found, the dashes for that axis will turn green [2]. 

Once the other axis home position has been found, the position values will be shown [3]. 

Symptom: After moving the axis along its full length of travel several times, the position still shows red dashes. Homing sequence stuck in stage [1] or [2]. 

Possible Cause: The linear scale has failed. 

Corrective Action: Contact your HFO for repair options. 

Note: For machines with serial numbers 90200000 to 90200211 order the following:

  • 93-3286 HTS400 X-AXIS OPTICAL SCALE KIT
  • 93-3279 HTS400 Z-AXIS OPTICAL SCALE KIT
Note: For machines with serial number 90200212 and higher order the following:
  • 93-4867 HTS 400 X AXIS LINEAR SCALE 2023 
  • 93-4834 HTS400 Z AXIS LINEAR SCALE 2023

HFOs should contact Haas service for instructions to replace Linear scales. 

Introduction

This procedure will solve an issue where labels are not printed on the center of the label. In the image, the label on the top [1] has been printed off-center, and the label on the bottom [2] has been printed correctly. 

Required tools: 

  • Mouse (included with HTS400)
  • Keyboard (not included with HTS400)

The keyboard is not included with the HTS400. Any standard computer keyboard will work for this procedure. 

Label Printing troubleshooting

1

Enter service mode by selecting the setting options on the main interface [1], press login [2], and enter the “233935” service password.

If a keyboard is not plugged in double click on the text box for the password. This will bring up an on screen keyboard. 

If the HTS400 is not in service mode, the HTS software will not allow other programs to come to the front. 

2

Press the windows key on the keyboard and then click on the settings button [1]. 

3

In the settings menu, select “Devices” [1].  

4

In the devices menu, select “Scanners and Printers” [1]. Then Select the printer that is connected to the HTS400. In this case, it’s the “DYMO LabelWriter 550 Turbo”. Select ‘manage’ [2] to adjust printer settings.

5

Select “Printing Preferences” [1], then “Advanced” [2]. In the options tree, make sure that “Paper/Output” [3] is expanded, as this will show the “Paper size” drop-down menu [4]. In the drop down, select “30321 Large Address”, as this is the specified size on the labels.

6

Verify that the correct label size is being used. The DYMO part number and the label's dimensions are printed on the back [1]. The correct item DYMO item number is #30321, and the correct dimensions are 1 4/10" x 3 1/2" (36mm x 89mm).