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Solving problems

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12 Solving problems This chapter provides information about the following topics. ● Solving general problems ● Determining MFP problems ● Troubleshooting information pages ● Control panel message types ● Control panel messages ● Paper jams ● Clearing jams ● Media-handling problems ● Understanding MFP messages ● Understanding accessory lights for the 3-bin mailbox and stapler/stacker ● Understanding lights on the formatter ● Color printing problems ● Correcting print quality and copy quality problems ● Solving e-mail problems ● Solving network connectivity problems ● Troubleshooting common Macintosh problems ENWW 239

Section	Page
MFP basics	21
HP Color LaserJet 4730mfp Series configurations	22
HP Color LaserJet 4730mfp (Q7517A-base model)	22
HP Color LaserJet 4730x mfp (Q7518A)	23
HP Color LaserJet 4730xs mfp (Q7519A)	23
HP Color LaserJet 4730xm mfp (Q7520A)	24
Features and benefits of the multifunction peripheral (MFP)	25
Features list	25
MFP parts and accessories	29
Identifying parts of the MFP	29
Accessories and supplies	30
Interface ports	31
Moving the MFP	32
Software	33
Operating systems and MFP components	33
Software features	34
Driver Autoconfiguration	34
Update Now	34
HP Driver Preconfiguration	34
Installing the printing system software	34
Installing Windows printing system software for direct connections	34
Installing Windows printing system software for networks	35
To set up a Windows computer to use the network MFP using Windows-sharing	36
Installing the software after the parallel or USB cable has been connected	36
Uninstalling the MFP software	37
To remove software from Windows operating systems	37
Software for networks	37
Summary of HP networking solutions	37
HP Web Jetadmin	37
UNIX	38
Utilities	38
MFP utilities	38
HP Easy Printer Care Software	38
Embedded Web server	39
Features	39
Other components and utilities	40
Software for Macintosh computers	41
Installing Macintosh printing system software for networks	41
Installing Macintosh printing system software for direct connections (USB)	42
To remove software from Macintosh operating systems	43
Printer drivers	44
Supported printer drivers	44
Additional drivers	44
Select the correct printer driver	45
Printer-driver Help (Windows)	45
Gaining access to the printer drivers	45
Printer drivers for Macintosh computers	47
Supported printer drivers	47
Gaining access to the printer drivers	47
Install checklist	49
Using the control panel	51
Control-panel layout	52
Control-panel features	53
Home-screen navigation	54
Help system	55
What is This? Help	55
Show Me How Help	55
Menu map	56
Retrieve job menu	57
Information menu	58
Fax menu	59
Paper handling menu	60
Configure device menu	63
Originals submenu	63
Copying submenu	64
Enhancement submenu	65
Sending submenu	65
Printing submenu	66
PCL submenu	69
Print quality submenu	70
System setup submenu	71
Copy/send settings	75
MBM-3 Configuration submenu	76
Stapler/stacker submenu	77
I/O submenu	77
Embedded Jetdirect submenu	78
Resets submenu	81
Diagnostics menu	83
Service menu	87
I/O Configuration	89
Network configuration	90
Configuring TCP/IP parameters	90
To manually configure TCP/IP parameters from the MFP control panel	90
Setting an IP address	90
Setting the subnet mask	91
Setting the default gateway	91
Disabling network protocols (optional)	92
To disable DLC/LLC	92
Parallel configuration	93
USB configuration	94
Auxiliary connection configuration	95
HP Jetdirect print servers	96
NetWare networks	96
Windows networks	96
AppleTalk networks	96
UNIX/Linux networks	96
Wireless printing	97
IEEE 802.11 standard	97
Bluetooth	97
Printing tasks	99
Controlling print jobs	100
Source	100
Type and Size	100
Print setting priorities	100
Selecting print media	102
Media to avoid	102
Paper that can damage the MFP	102
Automatic media type sensing (auto sense mode)	104
Tray 1 sensing	104
Tray 2–N sensing	105
Configuring input trays	106
Configuring trays when the MFP gives a prompt	106
To configure a tray when loading paper	106
To configure a tray to match print job settings	106
Configuring trays using the Paper Handling menu	107
Configuring Tray 2, 3, or 4 for a custom paper size	107
Printing from Tray 1 (multipurpose tray)	109
Loading Tray 1	109
Printing envelopes from Tray 1	110
To load envelopes into Tray 1	110
Printing envelopes	111
Printing from Tray 2, 3, or 4	112
Loading detectable standard-sized media into Tray 2, 3, or 4	112
Loading undetectable standard-sized media into Tray 2, 3, and 4	114
Loading custom-sized media into Tray 2	117
Printing on special media	120
Transparencies	120
Glossy paper	120
Colored paper	121
Envelopes	121
Labels	121
Heavy paper	122
HP LaserJet Tough paper	122
Preprinted forms and letterhead	123
Recycled paper	123
Automatic two-sided (duplex) printing	124
Control panel settings for automatic two-sided printing	125
To enable or disable two-sided printing from the MFP control panel	125
Options for binding two-sided printing jobs	126
Manual two-sided printing	126
Printing booklets	126
Stapling documents	127
To select the stapler in an application (Windows)	127
To select the stapler at the control panel	127
Loading staples	127
To load staples	128
Special printing situations	130
Printing a different first page	130
Printing a blank back cover	130
Printing on custom-size media	130
Stopping a print request	131
To stop the current print job from the MFP control panel	131
To stop the current print job from a software application	131
Selecting the output bin	132
3-bin mailbox output bins	132
Selecting an output location	133
To select an output location at the control panel	133
Job storage features	134
Proofing and holding a job	134
Printing stored jobs	134
Deleting stored jobs	134
Quick-copying a job	135
Private jobs	135
Printing a private job	135
Deleting a private job	136
Storing a print job	136
Mopier mode	136
Managing memory	137
Using features in the printer driver	138
Creating and using quick sets	138
Creating and using watermarks	139
Resizing documents	139
Setting a custom paper size from the printer driver	140
Using different paper/covers	140
Printing a blank first page	140
Printing multiple pages on one sheet of paper	140
Printing on both sides of the paper	141
To print on both sides by using the duplex-printing accessory	141
To print on both sides manually	142
Layout options for printing on both sides	142
Setting the stapling options	143
Setting the color options	143
Using the HP Digital Imaging Options dialog box	144
Using the Services tab	144
Using features in the Macintosh printer driver	146
Creating and using presets in Mac OS X	146
Printing a cover page	146
Printing multiple pages on one sheet of paper	147
Printing on both sides of the paper	147
Setting the color options	148
Copying	151
Copy-screen navigation	152
Cancel button	152
OK button	152
Basic copying instructions	153
Copying by using the default settings	153
To copy by using the default settings	153
Copying by using user-defined settings	153
To make copies by using settings other than the default settings	153
Copying by using the scanner glass	155
Copying by using the ADF	155
Using Job Mode	155
Modifying copy settings for the current job	156
Adjusting the copy brightness	156
Reducing or enlarging copies	156
Background removal	156
Sharpness	156
Copying multiple sized originals	157
Creating a stored copy job	158
Scanning and sending to e-mail	159
What is SMTP?	160
What is LDAP?	161
e-mail configuration	162
Automatic e-mail configuration	162
Manual e-mail configuration	162
To find gateways by using an e-mail program	163
e-mail screen navigation	164
Help button	164
From: field	164
To:, CC:, and BCC: fields	164
Clear All button	165
e-mail basics	166
Loading documents	166
Sending documents	166
To send documents	166
Using the auto-complete function	167
Using the address book	168
Creating a recipient list	168
Using the local address book	168
To add e-mail addresses to the local address book	169
To delete e-mail addresses from the local address book	169
Additional e-mail features	170
Secondary e-mail	170
Send to folder	170
Send to workflow	170
Faxing	171
Analog faxing	172
Installing the fax accessory	172
Connecting the fax accessory to a phone line	176
Configuring and using the fax features	177
Digital faxing	178
Color	179
Using color	180
HP ImageREt 3600	180
Color lockout	180
Paper selection	181
Color options	181
sRGB	181
Printing in four colors — CMYK	182
CMYK ink set emulation (PostScript only)	182
Color matching	183
PANTONE® color matching	183
Sample book color matching	183
Printing color samples	184
Managing printer color options on Windows computers	185
Print in grayscale	185
RGB Color (Color Themes)	185
Automatic or manual color adjustment	185
Manual color options	186
Restricting color printing	188
Managing printer color options on Macintosh computers	189
Print Color as Gray	189
Advanced color options for text, graphics, and photographs	189
Halftone options	189
Neutral Grays	189
RGB Color	190
Edge Control	190
Optional output devices	191
Output accessory bridge	192
3-bin mailbox	193
Mailbox mode	193
Stacker mode	193
Function-separator mode	193
Configuring the printer driver to recognize the 3-bin mailbox/stapler/stacker	193
Windows	193
Macintosh	194
To select the operating mode at the control panel	194
To configure a destination bin at the control panel (Mailbox and Function-separator modes)	194
To select the operating mode in the printer driver (Windows 2000 and Windows XP)	194
Windows 98, Windows Me, and Windows NT 4.0	195
Mac OS X	195
Stapler/stacker accessory	196
To configure the printer driver to recognize the optional stapler/stacker	196
Windows	196
Macintosh	197
To select the stapler at the control panel for printed jobs	197
To select the stapler in the printer driver for printed jobs (Windows)	197
To select the stapler in the printer driver for printed jobs (Mac)	197
To set the stapler at the control panel for all copy jobs	198
To set the stapler at the control panel for a single copy job	198
To configure the MFP to stop or continue when the staple cartridge is empty	198
Troubleshooting the output accessories	199
Security features	201
Securing the embedded Web server	202
To secure the embedded Web server	202
Foreign Interface Harness (FIH)	203
Requirements	203
Using the FIH	203
To enable the FIH portal	203
To disable the FIH portal	203
Secure Disk Erase	205
Data affected	205
Gaining access to Secure Disk Erase	205
Additional Information	205
Job-storage features	206
DSS authentication	207
Locking the control-panel menus	208
Locking the formatter cage	209
Managing and maintaining the MFP	211
Using the embedded Web server	212
Opening the embedded Web server	212
Information tab	213
Settings tab	213
Digital Sending tab	214
Networking tab	214
Other links	214
Using the HP Easy Printer Care Software	216
Supported operating systems	216
To use the HP Easy Printer Care Software	216
HP Easy Printer Care Software sections	216
Using HP Web Jetadmin software	218
Using the HP Printer Utility for Macintosh	219
Opening the HP Printer Utility	219
Printing a cleaning page	219
Printing a configuration page	219
Viewing supplies status	220
Ordering supplies online and using other support features	220
Uploading a file to the printer	220
Uploading fonts to the printer	221
Updating the firmware	221
Activating the two-sided printing (duplexing) mode	221
Activating the Economode printing mode	221
Changing the toner density	222
Changing the resolution settings	222
Locking or unlocking printer storage devices	222
Saving or printing stored jobs	222
Configuring trays	223
Changing network settings	223
Opening the embedded Web server	223
Setting up e-mail alerts	224
Configuring and verifying an IP address	225
TCP/IP assignment	225
Automatic discovery	225
Dynamic Host Configuration Protocol (DHCP)	225
Verifying the TCP/IP configuration	225
Changing an IP address	225
To change an IP address by using HP Web Jetadmin	225
To change an IP address by using the embedded Web server	226
To change an IP address using the control panel	226
Setting the real-time clock	228
Setting the date and time	228
To set the date format	228
To set the date	228
To set the time format	228
To set the time	229
Setting the wake time	229
To set the wake time	229
Setting the sleep delay	230
To set the sleep delay	230
Configuring alerts	231
Checking the MFP configuration	232
To print an information page	232
Menu map	232
Configuration page	232
HP Jetdirect page	233
Supplies status page	234
Usage page	235
PCL or PS font list	236
Upgrading the firmware	237
Determining the current level of firmware	237
Downloading the new firmware from the HP Web site	237
Transferring the new firmware to the MFP	237
Using FTP to upload the firmware through a browser	237
To use a browser for firmware update	237
Using FTP to upgrade the firmware on a network connection	238
To upgrade the firmware on a network connection by using FTP	238
Using HP Web Jetadmin to upgrade the firmware	239
Using MS-DOS commands to upgrade the firmware	240
Using the HP Jetdirect firmware	240
Managing print cartridges	241
HP print cartridges	241
Non-HP print cartridges	241
Print cartridge authentication	241
HP fraud hotline	241
Print cartridge storage	242
Print cartridge life expectancy	242
Checking the print cartridge life	242
Using the MFP control panel	242
Using the embedded Web server	242
Using HP Easy Printer Care Software	242
Using HP Web Jetadmin	242
Changing print cartridges	243
To replace the print cartridge	243
Replacing supplies	247
Locating supplies	247
Supply replacement guidelines	247
Making room around the MFP for replacing supplies	248
Approximate replacement intervals for supplies	248
Performing preventive maintenance	249
ADF maintenance kit	249
Cleaning the MFP	250
Cleaning the outside of the MFP	250
Cleaning the touchscreen	250
To clean the scanner glass	250
Cleaning the ADF delivery system	251
To clean the ADF delivery system	251
To clean the ADF rollers	252
Cleaning the mylar strip	255
To clean the mylar strip	255
Calibrating the scanner	257
To print the calibration target	257
Solving problems	259
Solving general problems	260
Troubleshooting checklist	260
Determining MFP problems	262
Troubleshooting information pages	263
Configuration page	263
Paper path test page	263
Registration page	263
Event log	264
Control panel message types	265
Status messages	265
Warning messages	265
Error messages	265
Critical error messages	265
Control panel messages	266
Message listing	266
Paper jams	296
Paper jam recovery	297
To disable paper jam recovery	297
Clearing jams	298
Clearing jams in the right covers	298
Jam in Tray 1	303
Jam in Tray 2, 3, or 4	303
Jam in the stapler/stacker	305
Staple jams	306
Jam in the 3-bin mailbox	307
Other jams in the output accessory bridge	310
Jam in the ADF	311
Media-handling problems	313
Printer feeds multiple sheets	313
Printer feeds incorrect page size	313
Printer pulls from incorrect tray	314
Media does not feed automatically	314
Media does not feed from Tray 2, 3, or 4	314
Transparencies or glossy paper will not feed	315
Envelopes jam or will not feed in the MFP	315
Output is curled or wrinkled	316
Printer will not duplex or duplexes incorrectly	316
Understanding MFP messages	317
Using the MFP help system	317
If a message persists	317
Understanding accessory lights for the 3-bin mailbox and stapler/stacker	318
Accessory lights	318
Replacing accessories or accessory components	319
Understanding lights on the formatter	320
HP Jetdirect LEDs	320
Heartbeat LED	320
Fax LED	321
Color printing problems	322
Printout color error	322
Incorrect shade	322
Missing color	322
Cartridge error	323
Color match error	323
Correcting print quality and copy quality problems	324
Print quality problems associated with media	324
Overhead transparency defects	324
Print quality problems associated with the environment	325
Print quality problems associated with jams	325
Print quality troubleshooting pages	325
Print quality troubleshooting tool	325
Image defect examples	325
Cleaning the scanner glass	331
Calibrating the MFP	332
Repetitive defect ruler	333
Solving e-mail problems	334
To validate the SMTP gateway address	334
To validate the LDAP gateway address	334
Solving network connectivity problems	335
Troubleshooting network printing problems	335
Verifying communication over the network	335
To verify communication over the network	336
Troubleshooting common Macintosh problems	337
Solving problems with Mac OS v9.x	337
Solving problems with Mac OS X	339
Working with memory and print server cards	343
Printer memory and fonts	344
Installing memory and fonts	345
To install DDR memory DIMMs	345
To install a flash memory card	349
Enabling memory	353
To enable memory for Windows 98 and Me	353
To enable memory for Windows 2000 and XP	354
Installing an HP Jetdirect print server card	355
To install an HP Jetdirect print server card	355
Installing EIO cards	358
To install EIO cards	358
Supplies and accessories	361
Ordering parts, accessories, and supplies	362