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Problem-solving checklist - scanner error 5 message

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Problem-solving checklist Follow these steps when trying to solve a problem with the product. Step number 1 2 3 4 5 Verification step Possible problems Solutions Is the power on? No power due to failed power source, cable, 1. switch, or fuse. 2. Verify that the product is plugged in. Verify that the power cable is functional and that the power switch is on. 3. Check the power source by plugging the product directly into the wall or into a different outlet. Does Ready appear in the product control panel? The control panel should function without error messages. Control panel shows an error. See Control-panel messages on page 164 for a list of common messages that will help you correct the error. Do information pages print? Print a configuration page. See Information pages on page 140. An error message appears on the controlpanel display. Paper jams when printing. See Control-panel messages on page 164 for a list of common messages that will help you correct the error. Make sure that media that meets HP specifications. See Paper and print media on page 45 Clean the paper path. See Clean the paper path on page 157. Does the product copy? Poor copy quality from the ADF. Place the configuration page into the ADF and make a copy. The report should feed smoothly through the ADF, and copies should print without print-quality problems. Make a copy from the flatbed as well. Paper jams when printing. If the print quality from the internal tests and the copy from the flatbed were acceptable, clean the ADF scanning strip. See Clean the scanner glass on page 85. Make sure that media that meets HP specifications. See Paper and print media on page 45 Clean the paper path. See Clean the paper path on page 157. Poor copy quality from the flatbed. 1. If the print quality from the internal tests and the copy from the ADF were acceptable, clean the flatbed glass. See Clean the scanner glass on page 85. 2. If, after performing the maintenance, the problem persists, see Copy problems on page 185. Does the product send a fax? Press Start Fax to verify that a dial tone exists (using a hand set, if necessary). Attempt to send a fax. The telephone line is not operational or the product is not plugged into the telephone line. The telephone cord is faulty or is plugged into the wrong connector. Verify that the product is plugged into a telephone line that you know works. 1. Try plugging the telephone cord into the other connector. 2. Try a new telephone cord. 162 Chapter 12 Problem solve ENWW

Section	Page
Product basics	13
Product comparison	14
Product features	15
Product walkaround	16
Front view	16
Back view	16
Interface ports	17
Serial number and model number location	17
Supported operating systems	18
Supported product software	18
Software included with the product	18
Recommended installation for Windows	18
Express installation (USB or network)	19
Macintosh software	19
Supported printer drivers	19
Control panel	21
Control-panel walkaround	22
Control-panel menus	23
Use the control-panel menus	23
Control-panel main menus	23
Software for Windows	33
Supported operating systems for Windows	34
Supported printer drivers for Windows	34
Select the correct printer driver for Windows	34
Priority for print settings	35
Change printer-driver settings for Windows	35
Software installation types for Windows	36
Remove software for Windows	36
Supported utilities for Windows	37
HP ToolboxFX	37
Embedded Web server	37
HP Web Jetadmin	37
Other Windows components and utilities	37
Software for other operating systems	38
Use the product with Macintosh	39
Software for Macintosh	40
Supported operating systems for Macintosh	40
Supported printer drivers for Macintosh	40
Priority for print settings for Macintosh	40
Change printer-driver settings for Macintosh	40
Software installation types for Macintosh	41
Install Macintosh software for direct connections (USB)	41
Install Macintosh software for networks	41
Remove software from Macintosh operating systems	42
Supported utilities for Macintosh	42
Embedded Web server	42
Macintosh Configure Device	42
Use features in the Macintosh printer driver	44
Print	44
Create and use printing presets in Macintosh	44
Resize documents or print on a custom paper size	44
Print a cover page	44
Use watermarks	45
Print multiple pages on one sheet of paper in Macintosh	45
Print on both sides of the page (duplex printing)	46
Use the Services menu	46
Scan from the product and HP Director (Macintosh)	47
Scanning tasks	47
Fax a document from a Macintosh computer (fax models only)	48
Connectivity	49
Connect the product directly to a computer with USB	50
Printer sharing disclaimer	50
Supported network operating systems	50
Supported network protocols	51
Install the product on a network	52
Configure the network product	53
View settings	53
Network configuration page	53
Configuration page	53
Change settings	53
IP address	54
Manual configuration	54
Automatic configuration	54
IPv4 and IPv6 settings	54
Link speed setting	54
Paper and print media	57
Understand paper and print media use	58
Supported paper and print media sizes	59
Special paper or print media guidelines	60
Load paper and print media	61
Priority input tray	61
Tray 1	61
Configure trays	62
Print tasks	63
Change the print driver to match the media type and size	64
Supported paper types and tray capacity	64
Get help for any print option	65
Cancel a print job	66
Create booklets	67
Change print-quality settings	67
Change print density	67
Print on special media	68
Use different paper and print covers	69
Print a blank first page	69
Resize documents	70
Select a paper size	70
Select a paper source	70
Select a paper type	70
Set the print orientation	71
Use watermarks	71
Save toner	71
Create and use printing shortcuts in Windows	72
Print on both sides of the paper (duplex printing)	73
Print multiple pages on one sheet of paper in Windows	74
Economy settings	75
EconoMode	75
Archive print	75
Fonts	75
Select fonts	75
Print lists of available fonts	75
Copy	77
Load originals	78
Use copy	79
One-touch copy	79
Multiple copies	79
Cancel a copy job	80
Reduce or enlarge copies	80
Change the copy-collation setting	81
Copy settings	82
Copy quality	82
Clean the scanner glass	82
Adjust the lighter/darker (contrast) setting	83
Set the copy draft setting	84
Define custom copy settings	84
Print or copy edge-to-edge	84
Copy onto media of different types and sizes	84
Restore the copy-settings defaults	86
Copy a book	86
Copy photos	87
Copy mixed-size originals	88
Duplex (two-sided) copy jobs	88
Copy two-sided documents manually	88
Scan	89
Load originals for scanning	90
Use scan	91
Scan methods	91
Scan by using HP LaserJet Scan (Windows)	92
Scan from the product	92
Scan by using other software	92
Scan from a TWAIN-compliant program	92
Scan from a WIA-compliant program (Windows XP and Vista only)	92
Scanning by using optical character recognition (OCR) software	93
Readiris	93
Use the Scan To feature	93
Set up the product Scan To button	93
Scan to a file, e-mail, or software program	94
Canceling a scan job	95
Scan settings	96
Scan file format	96
Scanner resolution and color	96
Resolution and color guidelines	97
Color	97
Scan quality	97
Scan a book	99
Scan a photo	100
Fax	101
Fax features	102
Setup	103
Install and connect the hardware	103
Connect to a telephone line	103
Connect additional devices	103
Set up fax with a telephone answering machine	105
Setup for stand-alone fax	105
Configure fax settings	105
Use the control panel to set the fax time, date, and header	105
Use HP Fax Setup Wizard to set the fax time, date, and header	106
Use of common localized letters in fax headers	106
Manage the phone book	107
Use phone-book data from other programs	107
Delete phone book	108
Special dialing symbols and options	108
Manage speed dials	109
Create and edit speed dials	109
Delete speed dials	109
Manage group-dial entries	110
Create and edit group-dial entries	110
Delete group-dial entries	110
Delete an individual from a group-dial entry	111
Set fax polling	111
Security	111
Turn on password protection	111
Turn on private receive feature	112
Change fax settings	113
Set the sound-volume settings	113
Set the fax-sounds (line-monitor) volume	113
Set the ring volume	113
Send fax settings	113
Set a dial prefix	113
Set the dial-tone detection	114
Set autoredial	114
Set light/dark and resolution	115
Set the default light/dark (contrast) setting	115
Set resolution settings	115
Set the default glass-size setting	116
Set tone-dialing or pulse-dialing	116
Set billing codes	117
Receive fax settings	118
Set or change number of rings-to-answer	118
Use the rings-to-answer setting	118
Set the number of rings-to-answer	118
Set the answer mode	119
Set fax forwarding	119
Set up distinctive ring	120
Set up the computer to receive faxes	120
Use autoreduction for incoming faxes	121
Set the silence-detect mode	121
Set the default fax reprint settings	122
Create stamp-received faxes	122
Block or unblock fax numbers	122
Make an extension telephone available to receive faxes	123
Use fax	124
Fax software	124
Supported fax programs	124
Available cover-page templates	124
Customize a fax cover sheet	124
Cancel a fax	124
Cancel the current fax	124
Cancel a pending fax job	124
Delete faxes from memory	125
Use fax on a DSL, PBX, ISDN, or VoIP system	125
DSL	125
PBX	126
ISDN	126
VoIP	126
Send a fax	126
Fax from the automatic document feeder (ADF)	126
Fax from the flatbed scanner	127
Fax a two-sided original	128
Manual dial faxing	128
Use speed dials and group-dial entries	131
Send a fax by using a speed dial	131
Send a fax by using a group-dial entry	131
Send a fax from the software	133
Send a fax by dialing from a downstream phone	135
Send a delayed fax	135
Use access codes, credit cards, or calling cards	136
Send faxes internationally	136
Receive a fax	136
Print a stored fax (when private receive feature is on)	136
Reprint a fax	136
Receive faxes when fax tones are audible on the phone line	137
View a fax that was sent to your computer	137
Solve fax problems	138
Fax error messages	138
Alert and warning message tables	138
Fax memory is retained when there is a loss of power	141
Fax logs and reports	142
Print all fax reports	142
Print individual fax reports	142
Set the fax activity log to print automatically	143
Set the fax error report	143
Set the fax confirmation report	143
Include the first page of each fax on the fax confirmation, fax error, and last call reports	144
Change error correction and fax speed	144
Set the fax-error-correction mode	144
Change the fax speed	144
Problems sending faxes	145
Problems receiving faxes	147
Performance problems	149
Manage and maintain the product	151
Information pages	152
HP ToolboxFX	154
View HP ToolboxFX	154
Status	154
Event log	154
Alerts	155
Set up status alerts	155
Set up e-mail alerts	155
Fax	155
Fax tasks	156
Fax phone book	156
Fax send log	158
Fax receive log	158
Block Faxes	158
Help	158
System Settings	159
Device information	159
Paper handling	160
Print quality	160
Paper types	160
System setup	161
Service	161
Device polling	161
Print Settings	161
Printing	161
PCL 5e	162
PostScript	162
Network Settings	162
Embedded Web server	163
Features	163
Use HP Web Jetadmin software	164
Security features	164
Secure the embedded Web server	164
Lock the control-panel menus	164
Private receive	164
Manage supplies	165
Check and order supplies	165
Check supplies status by using the control panel	165
Check supplies status by using HP ToolboxFX	165
Store supplies	166
HP policy on non-HP supplies	166
HP fraud hotline	166
Recycle supplies	166
Redistribute toner	167
Replace supplies	167
Print cartridge	167
Clean the product	169
Clean the paper path	169
Clean the paper path from HP ToolboxFX	169
Clean the paper path from the product control panel	170
Clean the automatic document feeder (ADF) pickup roller assembly	170
Clean the lid backing	171
Clean the exterior	172
Firmware updates	172
Problem solve	173
Problem-solving checklist	174
Restore the factory-set defaults	175
Control-panel messages	176
Alert and warning messages	176
Alert and warning message tables	176
Critical error messages	180
Critical error message-tables	180
Control-panel display problems	182
Clear jams	182
Causes of jams	182
Where to look for jams	183
Clear jams from the ADF	183
Clear jams from the input-tray areas	186
Clear jams from the output bin	188
Clear jams from the print-cartridge area	189
Avoid repeated jams	190
Solve image-quality problems	191
Print problems	191
Print quality problems	191
General print-quality issues	191
Media-handling problems	194
Print-media guidelines	195
Solve print-media problems	195
Performance problems	196
Copy problems	197
Prevent copy problems	197
Image problems	198
Media-handling problems	199
Performance problems	200
Scan problems	201
Solve scanned-image problems	201
Scan-quality problems	203
Prevent scan-quality problems	203
Solve scan-quality problems	203
Fax problems	203
Optimize and improve image quality	204
Print-quality checklist	204
Manage and configure printer drivers	204
Temporarily change print-quality settings	204
Change print-quality settings for all future jobs	205
Solve connectivity problems	205
Solve direct-connection problems	205
Network problems	206
Verify that the product is on and online	206
Resolve communication problems with the network	206
Solve software problems	208
Solve common Windows problems	208
Solve common Macintosh problems	208
Solve PostScript (PS) errors	210
Accessories and ordering information	213
Supplies	214
Cable and interface accessories	214
Service and support	215
Hewlett-Packard limited warranty statement	215
Customer self repair warranty service	216
Print cartridge limited warranty statement	217
HP Customer Care	218
Online Services	218
Telephone support	218
Software utilities, drivers, and electronic information	218
HP direct ordering for accessories or supplies	218
HP service information	218
HP service agreements	218
HP ToolboxFX	219
HP support and information for Macintosh computers	219
HP maintenance agreements	219
Repacking the device	219
Extended warranty	219
Specifications	221
Physical specifications	222
Electrical specifications	222
Power consumption	222
Environmental specifications	223
Acoustic emissions	223
Regulatory information	225
FCC compliance	226
Environmental product stewardship program	227
Protecting the environment	227
Ozone production	227
Power consumption	227
Toner consumption	227
Paper use	227
Plastics	227
HP LaserJet print supplies	227
Return and recycling instructions	228
United States and Puerto Rico	228
Multiple returns (two to eight cartridges)	228
Single returns	228
Shipping	228
Non-US returns	228
Paper	228
Material restrictions	228
Disposal of waste equipment by users in private households in the European Union	229
Material Safety Data Sheet (MSDS)	229
For more information	230
Telephone Consumer Protection Act (United States)	231
IC CS-03 requirements	231
EU statement for telecom operation	232
New Zealand telecom statements	232
Declaration of conformity	233
Declaration of conformity	234
Safety statements	235
Laser safety	235
Canadian DOC regulations	235
EMI statement (Korea)	235
Laser statement for Finland	236
Substances table (China)	237
Glossary	239

Match case Limit results 1 per page

Problem-solving checklist

Follow these steps when trying to solve a problem with the product.

Step

number

Verification step

Possible problems

Solutions

Is the power on?

No power due to failed power source, cable,

switch, or fuse.

Verify that the product is plugged in.

Verify that the power cable is functional

and that the power switch is on.

Check the power source by plugging

the product directly into the wall or into

a different outlet.

Does

Ready

appear in the

product control panel?

The control panel should

function without error

messages.

Control panel shows an error.

See

Control-panel messages

on page

164

for a list of common messages that will help

you correct the error.

Do information pages print?

Print a configuration page. See

Information pages

on page

140

An error message appears on the control-

panel display.

See

Control-panel messages

on page

164

for a list of common messages that will help

you correct the error.

Paper jams when printing.

Make sure that media that meets

HP specifications. See

Paper and print

media

on page

Clean the paper path. See

Clean the paper

path

on page

157

Does the product copy?

Place the configuration page

into the ADF and make a copy.

The report should feed

smoothly through the ADF, and

copies should print without

print-quality problems. Make a

copy from the flatbed as well.

Poor copy quality from the ADF.

If the print quality from the internal tests and

the copy from the flatbed were acceptable,

clean the ADF scanning strip. See

Clean the

scanner glass

on page

Paper jams when printing.

Make sure that media that meets

HP specifications. See

Paper and print

media

on page

Clean the paper path. See

Clean the paper

path

on page

157

Poor copy quality from the flatbed.

If the print quality from the internal tests

and the copy from the ADF were

acceptable, clean the flatbed glass.

See

Clean the scanner glass

on page

If, after performing the maintenance,

the problem persists, see

Copy

problems

on page

185

Does the product send a fax?

Press

Start Fax

to verify that a

dial tone exists (using a hand

set, if necessary). Attempt to

send a fax.

The telephone line is not operational or the

product is not plugged into the telephone line.

Verify that the product is plugged into a

telephone line that you know works.

The telephone cord is faulty or is plugged into

the wrong connector.

Try plugging the telephone cord into

the other connector.

Try a new telephone cord.

162

Chapter 12

Problem solve

ENWW