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HP LaserJet Pro CM1415 HP LaserJet Pro CM1410 - Software Technical Reference - Page 139

Solve problems - paper jam

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6 Solve problems ● Problem-solving checklist ● Troubleshooting process ● Tools for troubleshooting ● Menu map ● Paper feeds incorrectly or becomes jammed ● Improve print quality ● Clean the product ● The product does not print or it prints slowly ● Solve walk-up USB printing problems ● Solve connectivity problems ● Solve wireless network problems ● Service mode functions ● Solve fax problems ● Product updates ENWW 119

Section	Page
Document and product basics	21
Purpose and scope	22
Documentation availability and localization	23
User documentation	24
HP LaserJet Pro CM1410 Color MFP Series User Guide	24
HP LaserJet Pro CM1410 Color MFP Series Install Notes	25
Help and Learn Center	25
Administrator documentation	25
HP Driver Configuration Utility User Guide	26
HP Jetdirect Guide	26
Software availability and localization	27
Printing-system software on the Web	27
In-box printing-system software CD	27
HP LaserJet Windows software CD	27
CD versions and language support	29
Driver languages	31
Installer languages	32
Documentation languages	33
Windows software description	35
Introduction	35
Windows printing-system software	36
Windows printing-system software	36
HP Color LaserJet print drivers	38
HP PCL 6 Print Driver, PCL 5 Universal Print Driver, and PS Universal Print Driver	38
Print-driver version numbers for Windows operating systems	38
Driver configuration for Windows	40
Driver autoconfiguration	40
Bidirectional communication	40
Enterprise AutoConfiguration	40
Update Now	42
HP Driver Configuration	43
Lockable features	45
Continuous export	45
HP Driver Diagnostic Printer Check Tool	46
HP Customer Participation Program	47
Scan software	48
Scan methods	48
HP Scan software	49
E-mail	52
Scan settings	52
Scan drivers	53
WIA driver	54
HP LaserJet Fax Setup Utility	55
HP LaserJet Send Fax software	56
Fax to multiple recipients	57
Create a cover page	57
Fax pages scanned from the product document feeder	57
Fax without first printing and scanning the document	57
Font support	58
Basic fonts	58
Default fonts	58
HP Driver Deployment Utility	64
Install Windows printing-system components	73
Install overview	74
Software installation types for Windows	74
Installation options	74
General Windows installation instructions	75
General Windows installation for direct connections	75
Windows installation instructions for direct-connected (USB) products	75
Printer-driver only installation instructions (Microsoft Add Printer Wizard)	75
General Windows installation for network connections	77
Network setup	77
Windows installation instructions for network-connected products	77
Printer-driver only installation instructions (Microsoft Add Printer Wizard)	78
Printer sharing disclaimer	79
Point-and-Print installation for Windows	79
Modify a pre-existing installation	80
HP PCL 6 print driver and HP PS Universal Print Driver for Windows	81
Introduction	81
Access print drivers	82
Printing Preferences driver tabs	82
Properties driver tabs	83
Help system	84
“What's this?” Help	84
Incompatible Print Settings messages	84
Advanced tab features	86
Paper/Output	86
Copy Count	87
Graphic	87
Image Color Management	87
True Type Font	87
Document Options	88
Advanced Printing Features	88
Print Optimizations	88
Printer Features	88
Layout Options	89
Paper/Quality tab features	90
Paper Options	90
Paper sizes	91
Custom Paper Size	91
Name	91
Paper size	92
Units	92
Custom width and height control limits	92
Paper source	92
Paper type	93
Special pages	94
Covers	95
Print pages on different paper	95
Insert blank or preprinted pages	95
Chapter separator pages	96
Document preview image	96
Print Quality	96
Print Quality drop-down menu	97
Effects tab features	98
Resizing Options	99
Actual Size	99
Print Document On	99
Scale to Fit	99
% of Actual Size	99
Document preview image	100
Watermarks	100
Current watermarks	101
Watermark Message	102
Message Angle	102
Font Attributes	102
Default watermark settings	103
Finishing tab features	105
Document Options	105
Print on Both Sides	106
Print on both sides manually	106
Flip Pages Up	108
Booklet Layout	109
Book and Booklet Printing	109
Pages per Sheet	110
Print Page Borders	110
Page Order	110
Document preview image	110
Orientation	111
Color tab features	112
Color Options	113
Automatic	113
Manual	113
Neutral Grays	114
Color Themes	114
Default (sRGB)	114
Photo (sRGB)	114
Photo (Adobe RGB 1998)	114
Vivid (sRGB)	115
None	115
Document preview image	115
Services tab features	116
Internet Services	117
Device services	117
Device Settings tab features	118
Form to Tray Assignment	118
Font Substitution Table	119
External Fonts	119
Installing external fonts	120
Removing external fonts	120
Installable Options	120
Automatic Configuration	121
Allow Manual Duplexing	121
Job Separator	121
Printing Shortcuts tab features	122
Use defined printing shortcuts	123
General Everyday Printing	123
Paper source	123
Paper sizes	124
Paper type	124
Print on both sides	126
Eco-print (Two-sided Printing)	126
Factory Defaults	126
Envelopes	126
Cardstock Heavy	126
Glossy/Presentation	127
Snapshot Photos	127
Labels	127
Labels	127
Create a custom printing shortcut	127
About tab features	129
Macintosh software and utilities	131
Supported operating systems for Macintosh	132
Macintosh system requirements	132
Hardware requirements	132
Macintosh printing-system software	132
HP LaserJet Pro CM1410 Color MFP Series PPD	132
HP LaserJet Pro CM1410 Color MFP Series PDE	133
HP USB EWS Gateway	133
HP LaserJet Utility	133
Supported printer drivers for Macintosh	133
Priority for print settings for Macintosh	133
Change printer-driver settings for Macintosh	134
Software for Macintosh computers	134
HP LaserJet Utility	134
Open the HP LaserJet Utility	134
Embedded Web Server	134
Availability	134
Printing-system software on the Web	135
In-box printing-system software CD	135
Macintosh disk	135
Macintosh install and uninstall instructions	136
Install the Macintosh printing-system software	136
General installation for Macintosh operating systems	136
Setup instructions	136
Setting up a printer with Mac OS X v10.5 and v10.6	137
Troubleshooting the product setup	137
Remove the printing-system software from Macintosh operating systems	138
Solve problems	139
Problem-solving checklist	140
Step 1: Check that the product power is on	140
Step 2: Check the environment where the product is installed	140
Step 3: Check the control panel for error messages	140
Step 4: Test print functionality	141
Step 5: Test copy functionality	141
Step 6: Test the fax sending functionality	141
Step 7: Test the fax receiving functionality	141
Step 8: Try sending a print job from a computer	141
Step 9: Test the walk-up USB printing functionality	142
Troubleshooting process	142
Power subsystem	142
Power-on checks	142
Tools for troubleshooting	143
Component diagnostics	143
LED diagnostics	143
Network LEDs	143
Control panel LEDs	143
Control-panel diagnostics	144
Engine Diagnostics	144
Engine test	144
Use the HP ToolboxFX software	145
View the HP ToolboxFX	145
Status	145
Fax	146
Fax Receive	146
Fax phone book	146
Fax send log	148
Fax receive log	148
Block Faxes	148
Help	148
System Settings	149
Device Information	149
Paper Setup	150
Print Quality	150
Print Density	150
Paper Types	150
System setup	151
Device polling	151
Print Settings	151
Printing	151
PCL5	151
PostScript	151
Network Settings	151
Internal print-quality test pages	152
Configuration page	152
Print-quality troubleshooting tools	153
Calibrate the product to align the colors	153
Control panel menus	153
Setup Menu	153
Reports menu	154
Quick Forms menu	155
Fax Setup menu	156
System Setup menu	159
Service menu	162
Network Setup menu	164
Function specific menus	165
Copy Menu	165
Fax Menu	166
Scan Menu	169
USB Flash Drive	170
Interpret control-panel messages	171
Control panel message types	171
Control panel messages	171
10.100X Supply Memory Error	171
49 Error, Turn off then on	171
50.x Fuser Error	171
79 Error Turn off then on	173
Black Cartridge Low	173
Black in wrong position	173
Black Very Low	173
Canceled scan. Clear document	175
Communication error.	175
Cyan Cartridge Low	175
Cyan in wrong position	175
Cyan Very Low	176
Device error, press OK	176
Device is busy. Try again later	176
Document feeder jam. Clear and reload.	176
Document feeder mispick. Reload	177
Door open	177
Engine Communication Error	177
Engine error. Press OK to continue.	177
Fax is busy. Canceled send.	177
Fax is busy. Redial pending.	178
Fax receive error.	178
Fax Send error.	179
Fax storage is full. Canceling the fax receive.	179
Fax storage is full. Canceling the fax send.	179
Fit to Page on flatbed only	179
Install [color] cartridge	180
Invalid driver Press OK	180
Invalid entry	180
Jam in (area), Open door and clear jam	180
Jam in Tray 1, Clear jam and then press OK	180
Load paper	181
Load Tray 1 <TYPE> <SIZE>, Press OK to use available media	181
Load Tray 1, <PLAIN> <SIZE> / Cleaning mode, OK to start	181
Magenta Cartridge Low	181
Magenta in wrong position	181
Magenta Very Low	181
Manual Duplex Load Tray 1, Press OK	182
Manual feed <SIZE> <TYPE>, Press OK to use available media	182
Memory is low. Try again later	182
Memory is low. Press OK.	182
Memory low Only 1 copy made. Press OK to continue.	183
Misprint, Press OK	183
No dial tone.	183
No fax answer. Canceled send.	184
No fax answer. Redial pending.	184
No fax detected.	184
Print failure, press OK. If error repeats, turn off then on.	185
Replace [color]	185
Scanner error #, Turn off then on	185
Scanner reserved for PC scan	186
Scanning error Cannot connect	186
Settings cleared	186
Used [color] installed, to accept press OK	186
Yellow Cartridge Low	186
Yellow in wrong position	187
Yellow Very Low	187
Event-log messages	188
Menu map	190
Paper feeds incorrectly or becomes jammed	191
The product does not pick up paper	191
The product picks up multiple sheets of paper	191
Prevent paper jams	191
Clear jams	192
Jam locations	192
Clear jams from the document feeder	193
Clear jams from the input tray	195
Clear jams from the output bin	198
Improve print quality	199
Use the correct paper type setting in the printer driver	199
Change the paper type setting for Windows	199
Change the paper type setting for Mac	199
Adjust color settings in the printer driver	200
Change the color theme for a print job	200
Change the color options	200
Use paper that meets HP specifications	202
Print a cleaning page	202
Calibrate the product to align the colors	203
Check the print cartridges	203
Print the Supplies Status page	204
Interpret the Print Quality Page	205
Inspect the print cartridge for damage	206
Repetitive image defects	207
Use the printer driver that best meets your printing needs	208
Improve print quality for copies	209
Clean the product	210
Clean the exterior	210
Clean the paper path	210
Clean the paper path from the product control panel	210
Clean the scanner glass strip and platen	210
Clean the document feeder pickup rollers and separation pad	211
Clean the touch screen	212
The product does not print or it prints slowly	213
The product does not print	213
The product prints slowly	214
Solve walk-up USB printing problems	215
The USB Flash Drive menu does not open when you insert the USB accessory	215
The file does not print from the USB storage accessory	215
The file that you want to print is not listed in the USB Flash Drive menu	215
Solve connectivity problems	216
Solve direct-connect problems	216
Solve network problems	216
Poor physical connection	216
The computer is using the incorrect IP address for the product	216
The computer is unable to communicate with the product	217
The product is using incorrect link and duplex settings for the network	217
New software programs might be causing compatibility problems	217
The computer or workstation might be set up incorrectly	217
The product is disabled, or other network settings are incorrect	217
Solve wireless network problems	218
Wireless connectivity checklist	218
The control panel displays the message: The wireless feature on this product has been turned off	219
The product does not print after the wireless configuration completes	219
The product does not print, and the computer has a third-party firewall installed	219
The wireless connection does not work after moving the wireless router or product	219
Cannot connect more computers to the wireless product	220
The wireless product loses communication when connected to a VPN	220
The network does not appear in the wireless networks list	220
The wireless network is not functioning	221
Service mode functions	222
Secondary service menu	222
Open the secondary service menu	222
Secondary service menu structure	222
Product resets	223
Restore the factory-set defaults	223
NVRAM initialization	224
Solve fax problems	224
Fax troubleshooting checklist	224
Troubleshoot fax codes and trace reports	226
View and interpret fax error codes	226
Fax trace report	237
Fax logs and reports	237
Print all fax reports	237
Print individual fax reports	239
Set the fax error report	239
Change error correction and fax speed	239
Set the fax-error-correction mode	239
Change the fax speed	240
Solve problems sending faxes	240
An error message displays on the control panel	240
The Communication error. message appears	240
No dial tone.	241
The Fax is busy. message appears	241
The No fax answer. message appears	242
Document feeder paper jam	242
The Fax storage is full. message appears	243
Scanner error	243
The control panel displays a Ready message with no attempt to send the fax	243
The control panel displays the message \	244
Faxes can be received, but not sent	244
Unable to use fax functions from the control panel	244
Unable to use speed dials	245
Unable to use group dials	245
Receive a recorded error message from the phone company when trying to send a fax	245
Unable to send a fax when a phone is connected to the product	246
Solve problems receiving faxes	247
The fax does not respond	247
The fax has a dedicated phone line	247
An answering machine is connected to the product	247
A telephone handset is connected to the product	248
The Answer Mode setting is set to the Manual setting	248
Voice mail is available on the fax line	248
The product is connected to a DSL phone service	249
The product uses a fax over IP or VoIP phone service	249
An error message displays on the control panel	249
The No fax detected. message appears	249
The Communication error. message appears	250
The Fax storage is full. message appears	251
The Fax is busy. message appears	251
A fax is received but does not print	251
The Private Receive feature is on	251
Sender receives a busy signal	252
A handset is connected to the product	252
A phone line splitter is being used	252
No dial tone	252
Cannot send or receive a fax on a PBX line	252
Solve general fax problems	253
Faxes are sending slowly	253
Fax quality is poor	254
Fax cuts off or prints on two pages	254
Product updates	255
Engineering Details	257
Introduction	257
Printing print-ready documents	258
Print-ready file printing by using FTP through a browser	258
Print-ready file printing by using FTP on a direct network connection	259
Windows operating systems	259
Macintosh operating systems	260
Print-ready printing by using a local Windows port	260
Windows 2000 Service Pack 3, Windows XP, Windows Server 2003, Windows Server 2008, or Windows Vista	261
Print-ready file printing in a Windows network	261
Print-ready file printing in UNIX systems	261
Print-ready file printing by using the LPR command	261
Paper and print media	263
Media sources and destinations	263
Source commands	263
Media types	264
Media-type commands	264
Parameter settings (fax data-store parameters)	264
Installation notes	265
I. INTRODUCTION	265
PURPOSE OF THIS DOCUMENT	265
SUPPORTED OPERATING SYSTEMS	265
OVERVIEW OF THE PRINTING-SYSTEM COMPONENTS	266
Drivers	266
Software Applications	266
HP ToolboxFX	267
HP Help and Learn Center	267
Uninstaller	267
II. INSTALLATION INSTRUCTIONS	267
INSTALLING SOFTWARE	267
INSTALLING SOFTWARE	267
Printing-system installation from the CD or Internet download for network and USB connections	268
Port selection	268
Windows XP, Windows Server 2003, or Windows Server 2008	268
Windows Vista and Windows 7	268
Printer driver only (Add Printer) - Windows XP, Windows Server 2003, and Windows Server 2008	268
Printer driver only (Add Printer) - Windows Vista and Windows 7	269
UNINSTALLER	270
III. LATE-BREAKING INFORMATION	270
KNOWN ISSUES AND WORKAROUNDS	270
General	270
Upgrading Windows	270
IV. TECHNICAL ASSISTANCE	271
CUSTOMER SUPPORT	271
WEB	271
HP SOFTWARE AND SUPPORT SERVICES - ADDITIONAL INFORMATION	271
V. LEGAL STATEMENTS	271
TRADEMARK NOTICES	271
SOFTWARE WARRANTY, LICENSE, AND COPYRIGHT	271
Warranty	271
License	271
Copyright	271