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HP LaserJet M9040/M9050 HP LaserJet M9040/M9050 MFP - User Guide - Page 204

Solve problems, Troubleshooting checklist

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Solve problems If the MFP is not responding correctly, complete the steps in the following checklist, in order. If the MFP does not pass a step, follow the corresponding troubleshooting suggestions. If a step resolves the problem, you can stop without performing the other steps on the checklist. Troubleshooting checklist 1. Make sure that the MFP Ready light is on. If no lights are on, complete these steps: a. Check the power-cable connections. b. Check that the power switch is on. c. Check the power source by plugging the MFP directly into the wall or into a different outlet. d. If none of these measures restores power, contact HP Customer Care. 2. Check the cabling. a. Check the cable connection between the MFP and the computer or network port. Make sure that the connection is secure. b. Make sure that the cable itself is not faulty by using a different cable, if possible. c. Check the network connection. See Solve network connectivity problems on page 234. 3. Ensure that the print media that you are using meets specifications. 4. Print a configuration page (see Information pages on page 150). If the MFP is connected to a network, an HP Jetdirect page also prints. a. If the pages do not print, check that at least one tray contains print media. b. If the page jams in the MFP, see Clear jams on page 194. 5. If the configuration page prints, check the following items. a. If the page prints correctly, then the MFP hardware is working. The problem is with the computer you are using, with the printer driver, or with the program. b. If the page does not print correctly, the problem is with the MFP hardware. Contact HP Customer Care. 6. Verify that you have installed the HP LaserJet M9040/M9050 MFP printer driver. 7. Print a short document from a different program that has worked in the past. If this solution works, then the problem is with the program you are using. If this solution does not work, try printing the job from another computer that has the MFP software installed. 8. If the problem is still not resolved, see Determining Solve MFP problems on page 191. 190 Chapter 12 Problem solve ENWW

Section	Page
Product Basics	15
Product introduction	16
Product features	17
Product walkaround	21
Output devices	22
3,000-sheet stacker	22
3,000-sheet stapler/stacker	22
Paper handling features	22
Stapling information	22
Multifunction finisher	22
Paper handling features	22
Stapling information	23
Booklets	23
8-bin mailbox	24
Control panel	25
Use the control panel	26
Control-panel layout	26
Home screen	27
Buttons on the touchscreen	28
Control-panel help system	28
Use the Administration menu	29
Navigate the Administration menu	29
Information menu	30
Default Job Options menu	31
Default Options for Originals	31
Default Copy Options	32
Default Fax Options	33
Default E-mail Options	34
Default Send to Folder Options	35
Default Print Options	36
Time/Scheduling menu	37
Management menu	39
Initial Setup menu	40
Networking and I/O	40
Fax Setup	48
E-mail Setup	51
Send Setup menu	51
Device Behavior menu	52
Print Quality menu	56
Troubleshooting menu	58
Resets menu	60
Service menu	60
Software for Windows	61
Supported operating systems for Windows	62
Supported printer drivers for Windows	63
HP Universal Print Driver (UPD)	64
UPD installation modes	64
Select the correct printer driver for Windows	65
Priority for print settings	66
Change printer-driver settings for Windows	67
Install the Windows software	68
Install Windows software for direct connections	68
Install Windows software for networks	68
Remove software for Windows	69
Supported utilities	70
HP Web Jetadmin	70
Embedded Web server	70
HP Easy Printer Care	70
Software for other operating systems	72
Use the product with Macintosh	73
Software for Macintosh	74
Supported operating systems for Macintosh	74
Supported printer drivers for Macintosh	74
Software installation types for Macintosh	74
Install Macintosh software for direct connections (USB)	74
Install Macintosh software for networks	75
Software for Macintosh computers	76
HP Printer Utility	76
Open the HP Printer Utility	77
HP Printer Utility features	77
Priority for print settings for Macintosh	78
Change printer-driver settings for Macintosh	78
Remove software from Macintosh operating systems	79
Supported utilities for Macintosh	79
Embedded Web server	79
Use features in the Macintosh printer driver	80
Create and use printing presets in Macintosh	80
Resize documents or print on a custom paper size	80
Print a cover page	80
Use watermarks	81
Print multiple pages on one sheet of paper in Macintosh	81
Print on both sides of the page (duplex printing)	82
Set the stapling options	82
Store jobs	83
Use the Services menu	83
Connectivity	85
USB connection	86
Auxiliary connection	87
Network configuration	88
Configure TCP/IPv4 parameters	88
Change the IP address	88
Set the subnet mask	89
Set the default gateway	89
Configure TCP/IPv6 parameters	90
Disable network protocols (optional)	90
Disable IPX/SPX	90
Disable AppleTalk	91
Disable DLC/LLC	91
HP Jetdirect EIO print servers	91
Paper and print media	93
Understand paper and print media use	94
Supported paper and print media sizes	95
Custom paper sizes	97
Special paper or print media guidelines	98
Load paper and print media	99
Load tray 1	99
Load trays 2, 3, and 4	100
Configure trays	106
Configure a tray when loading media	106
Configure a tray by using the Supplies Status button on the touchscreen	106
Select the media by source, type, or size	106
Source	107
Type and Size	107
Select the output bin	108
Select an output location	109
Printing	109
Copying	109
Print tasks	111
Media type and tray loading	112
Use features in the Windows printer driver	114
Open the printer driver	114
Use printing shortcuts	114
Set paper and quality options	114
Set document effects	115
Set document finishing options	115
Set product output options	115
Set job storage options	116
Obtain support and product-status information	116
Set advanced printing options	116
Staple documents	118
Set the stapler at the control panel for printed jobs	118
Set the stapler at the control panel for all copy jobs	118
Set the stapler at the control panel for a single copy job	118
Configure the device to stop or continue when the staple cartridge is empty	119
Load staples	119
Cancel a print job	123
Stop the current print job from the control panel	123
Stop the current print job from the software program	123
Print on envelopes	124
Job storage features for print	127
Gain access to the job storage features for print	127
Use the proof and hold feature	128
Create a proof and hold job	128
Print the remaining copies of a proof and hold job	128
Delete a proof and hold job	128
Use the personal job feature	128
Create a personal job	129
Print a personal job	129
Delete a personal job	129
Use the QuickCopy feature	129
Create a QuickCopy job	130
Print additional copies of a QuickCopy job	130
Delete a QuickCopy job	130
Use the stored job feature	130
Create a stored print job	131
Print a stored print job	131
Delete a stored print job	131
Copy	133
Use the Copy screen	134
Set the default copy options	135
Basic copy instructions	136
Copy from the scanner glass	136
Copy from the document feeder	136
Adjust the copy settings	137
Copy two-sided documents	138
Copying two-sided documents manually	138
Copy two-sided documents automatically	138
Copy mixed-size originals	140
Change the copy-collation setting	141
Copy photos and books	142
Combine copy jobs by using Job Build	143
Cancel a copy job	144
Job storage features for copy	145
Create a stored copy job	145
Print a stored copy job	145
Delete a stored copy job	145
Scan and send to e-mail	147
Configure the device to send e-mail	148
Supported protocols	148
Configure e-mail server settings	148
Use the Send E-mail screen	150
Perform basic e-mail functions	151
Load documents	151
Send documents	151
Send a document	151
Use the auto-complete function	152
Use the address book	153
Create a recipient list	153
Use the local address book	153
Add e-mail addresses to the local address book	154
Delete e-mail addresses from the local address book	154
Change e-mail settings for the current job	155
Scan to a folder	156
Scan to a workflow destination	157
Fax	159
Analog fax	160
Connect the fax accessory to a phone line	160
Configure and use the fax features	160
Digital fax	162
Manage and maintain	163
Information pages	164
Embedded Web server	166
Open the embedded Web server by using a network connection	166
Embedded Web server sections	167
HP Easy Printer Care	170
Supported operating systems	170
Open the HP Easy Printer Care software	170
HP Easy Printer Care software sections	170
Use HP Web Jetadmin software	173
HP Printer Utility for Macintosh	174
Open the HP Printer Utility	174
Print a cleaning page	174
Print a configuration page	174
View supplies status	175
Order supplies online and use other support features	175
Upload a file to the printer	175
Update the firmware	176
Activate the two-sided printing (duplexing) mode	176
Lock or unlock printer storage devices	176
Save or print stored jobs	176
Configure trays	177
Change network settings	177
Open the embedded Web server	177
Set up e-mail alerts	178
Security features	179
Secure the embedded Web server	179
Foreign Interface Harness (FIH)	179
Requirements	179
Use the FIH	179
Enable the FIH portal	180
Disable the FIH portal	180
Secure Disk Erase	180
Data affected	181
Gain access to Secure Disk Erase	181
Additional Information	181
Security Lock	181
Authentication	181
Lock the control-panel menus	181
Set the real-time clock	183
Clean the MFP	184
Print a cleaning page	184
Clean the MFP hardware	184
Clean the ADF delivery system	186
Calibrate the scanner	191
Configure alerts	192
Manage supplies	193
HP print cartridges	193
Non-HP print cartridges	193
Print cartridge authentication	193
HP fraud hotline	193
Print cartridge storage	193
Print cartridge life expectancy	194
Check the print cartridge life	194
On the MFP control panel	194
In the embedded Web server	194
Through HP Easy Printer Care	194
Through HP Web Jetadmin	194
Printer maintenance kit	195
Manage memory	196
Determine memory requirements	196
Install memory	196
Verify memory installation	199
Economy settings	200
Sleep and wake	200
Problem solve	203
Solve problems	204
Troubleshooting checklist	204
Determining Solve MFP problems	205
Control-panel message types	206
Control-panel messages	207
Clear jams	208
Clear jams from the duplexer	209
Clear jams from the input-tray areas	210
Clear jams from the output areas	213
Solve repeated jams	226
Media-handling problems	227
Printer feeds multiple sheets	227
Printer feeds incorrect page size	227
Printer pulls from incorrect tray	227
Media does not feed automatically	228
Media does not feed from tray 2, 3, or 4	228
Transparencies will not feed	229
Envelopes jam or will not feed in the MFP	229
Output is curled or wrinkled	230
Printer will not duplex or duplexes incorrectly	230
Solve print-quality problems	231
Print-quality problems associated with media	231
Print-quality problems associated with the environment	231
Print-quality problems associated with jams	231
Light print (partial page)	232
Light print (entire page)	232
Specks	233
Dropouts	233
Lines	234
Gray background	234
Toner smear	235
Loose toner	235
Repeating defects	236
Repeating image	236
Misformed characters	237
Page skew	237
Curl or wave	238
Wrinkles or creases	238
Vertical white lines	239
Tire tracks	239
White spots on black	239
Scattered lines	240
Blurred print	240
Random image repetition	241
Solve fax problems	242
Solve copy problems	243
Prevent copy problems	243
Image problems	243
Media-handling problems	244
Performance problems	246
Solve e-mail problems	247
Validate the SMTP gateway address	247
Validate the LDAP gateway address	247
Solve network connectivity problems	248
Solve network printing problems	248
Verify communication over the network	248
Solve common Macintosh problems	250
Supplies and accessories	253
Order parts, accessories, and supplies	254
Order directly from HP	254
Order through service or support providers	254
Order directly through the embedded Web server (for printers that are connected to a network)	254
Order directly through the HP Easy Printer Care software	254
Part numbers	255
Service and support	257
Hewlett-Packard limited warranty statement	257
Customer self repair warranty service	258
Print cartridge limited warranty statement	259
HP Customer Care	260
Online Services	260
Telephone support	260
Software utilities, drivers, and electronic information	260
HP direct ordering for accessories or supplies	260
HP service information	260
HP service agreements	260
HP Easy Printer Care	261
HP support and information for Macintosh computers	261
Specifications	263
Physical specifications	264
Electrical specifications	265
Acoustic emissions	266
Operating environment	266
Regulatory information	267
FCC regulations	268
Environmental product stewardship program	269
Protecting the environment	269
Ozone production	269
Power consumption	269
Toner consumption	269
Paper use	269
Plastics	269
HP LaserJet print supplies	270
Return and recycling instructions	270
United States and Puerto Rico	270
Multiple returns (two to eight cartridges)	270
Single returns	270
Shipping	270
Non-US returns	271
Paper	271
Material restrictions	272
Disposal of waste equipment by users in private households in the European Union	272
Material Safety Data Sheet (MSDS)	273
For more information	273
Country/region specific statements	274
Declaration of Conformity	274
Laser safety	274
Canadian DOC regulations	275
VCCI statement (Japan)	275
Power cord statement (Japan)	275
EMI statement (Korea)	275
EMI statement (Taiwan)	275
Laser statement for Finland	275

Match case Limit results 1 per page

Solve problems

If the MFP is not responding correctly, complete the steps in the following checklist, in order. If the MFP

does not pass a step, follow the corresponding troubleshooting suggestions. If a step resolves the

problem, you can stop without performing the other steps on the checklist.

Troubleshooting checklist

Make sure that the MFP Ready light is on. If no lights are on, complete these steps:

Check the power-cable connections.

Check that the power switch is on.

Check the power source by plugging the MFP directly into the wall or into a different outlet.

If none of these measures restores power, contact HP Customer Care.

Check the cabling.

Check the cable connection between the MFP and the computer or network port. Make sure

that the connection is secure.

Make sure that the cable itself is not faulty by using a different cable, if possible.

Check the network connection. See

Solve network connectivity problems

on page

234

Ensure that the print media that you are using meets specifications.

Print a configuration page (see

Information pages

on page

150

). If the MFP is connected to a

network, an HP Jetdirect page also prints.

If the pages do not print, check that at least one tray contains print media.

If the page jams in the MFP, see

Clear jams

on page

194

If the configuration page prints, check the following items.

If the page prints correctly, then the MFP hardware is working. The problem is with the

computer you are using, with the printer driver, or with the program.

If the page does not print correctly, the problem is with the MFP hardware. Contact

HP Customer Care.

Verify that you have installed the HP LaserJet M9040/M9050 MFP printer driver.

Print a short document from a different program that has worked in the past. If this solution works,

then the problem is with the program you are using. If this solution does not work, try printing the

job from another computer that has the MFP software installed.

If the problem is still not resolved, see

Determining Solve MFP problems

on page

191

190

Chapter 12

Problem solve

ENWW