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Obtain HP telephone support, Before you call, Support process

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Appendix B Obtain HP telephone support During the warranty period, you may obtain assistance from the HP Customer Care Center. NOTE: HP does not provide telephone support for Linux printing. All support is provided online at the following Web site: https://launchpad.net/hplip. Click the Ask a question button to begin the support process. The HPLIP Web site does not provide support for Windows or Mac OS X. If you are using these operating systems, visit www.hp.com/support. This section contains the following topics: • Before you call • Support process • HP support by phone • Additional warranty options • HP Quick Exchange Service (Japan) • HP Korea customer support Before you call Visit the HP Web site (www.hp.com/support) for the latest troubleshooting information, or product fixes and updates. Software programs from other companies might be included with the HP device. If you experience problems with any of those programs, you will receive the best technical assistance by calling the experts at that company. NOTE: This information does not apply to customers in Japan. For information on service options in Japan, see HP Quick Exchange Service (Japan). To assist our Customer Care Center representatives to serve you better, prepare the following information if you need to call HP. 1. Print the self-test diagnostic page of the device. For more information, see Understand the self-test diagnostic page. If the device does not print, get the following information ready: • Device model • Model number and serial number (check the back of the device) 2. Check the operating system that you are using, such as Windows XP. 3. If the device is connected to the network, check the network operating system. 4. Note how the device is connected to your system, such as through USB or network connection. 5. Obtain the version number of the printer software. (To find the version number of the printer driver, open the printer settings or properties dialog box, and click the About tab.) 6. If you have a problem printing from a particular application, note the application and version number. Support process If you have a problem, follow these steps 1. Check the documentation that came with the device. 2. Visit the HP online support Web site at www.hp.com/support. HP online support is available to all HP customers. It is the fastest source for up-to-date device information and expert assistance and includes the following features: • Fast access to qualified online support specialists • Software and driver updates for the HP device 102 Support and warranty

Section	Page
Contents	5
Get started	11
Find other resources for the product	11
Find the device model number	12
Accessibility	13
Understand the device parts	13
Front view	14
Control panel	14
Back view	15
Connection information	15
Turn off the device	16
Eco-Tips	16
Install the accessories	17
Install the duplexer	17
Install Tray 2	17
Turn on accessories in the printer driver	18
To turn on accessories on Windows computers	18
To turn on accessories on Macintosh computers	18
Use the device	19
Select print media	19
Recommended papers for printing	19
Tips for selecting and using print media	21
Understand specifications for supported media	22
Understand supported sizes	22
Understand supported media types and weights	24
Set minimum margins	25
Load media	26
Configure trays	27
Change print settings	28
To change settings from an application for current jobs (Windows)	29
To change default settings for all future jobs (Windows)	29
To change settings (Mac OS X)	29
Print on both sides (duplexing)	29
Guidelines for printing on both sides of a page	30
Perform duplexing	30
Print on special and custom-sized media	31
Print borderless	32
To print a borderless document (Windows)	32
To print a borderless document (Mac OS X)	32
Print a Web page (Windows only)	33
Cancel a print job	33
Configure and manage	35
Manage the device	35
Monitor the device	36
Administer the device	37
Use device management tools	38
Embedded Web server	38
To open the embedded Web server	38
Embedded Web server pages	39
HP Toolbox (Windows)	40
Open the HP Toolbox	40
HP Toolbox tabs	41
Network Toolbox	42
Use the HP Solution Center (Windows)	42
HP Printer Utility (Mac OS X)	42
Open the HP Printer Utility	42
HP Printer Utility panels	43
Use the HP Device Manager	44
Understand the self-test diagnostic page	44
Understand the network configuration or wireless (some models only) status report	45
Configure the device (Windows)	47
Direct connection	47
To install the software before connecting the device (recommended)	47
To connect the device before installing the software	47
To share the device on a locally shared network	48
Network connection	48
Install the device on a network	49
Install the device software on client computers	49
Install the printer driver using Add Printer	50
Install the device in a pure IPV6 network environment	50
Configure the device (Mac OS X)	51
To install the software for network or direct connection	51
To share the device on a locally shared network	51
Set up the device for wireless communication (some models only)	52
Understand 802.11 wireless network settings	53
To set up wireless communication using the installer (Windows)	54
To set up the device for wireless communication using the installer (Mac OS X)	54
Connect the device using an ad hoc wireless network connection	55
To turn off wireless communication	55
Configure your firewall to work with HP devices	55
Change the connection method	56
Guidelines for ensuring wireless network security	57
To add hardware addresses to a wireless access point	57
Other guidelines	57
Uninstall and reinstall the software	58
Maintain and troubleshoot	61
Supported ink cartridges	61
Replace the ink cartridges	62
Maintain the printheads	63
To check printhead health	63
To print the print quality diagnostic page	63
To align the printheads	65
To clean the printheads	65
To clean the printhead contacts manually	66
To calibrate the linefeed	68
To replace the printheads	68
Store printing supplies	70
Store ink cartridges	70
Store printheads	70
Troubleshooting tips and resources	70
Solve printing problems	71
The device shuts down unexpectedly	71
The device is not responding (nothing prints)	71
Printer lights are blinking	72
Device takes a long time to print	72
Placement of the text or graphics is wrong	73
The device prints half a page, then ejects the paper	73
Device is printing from the wrong input tray	74
Poor print quality and unexpected printouts	74
General print quality troubleshooting	74
Meaningless characters print	75
Ink is smearing	75
Ink is not filling the text or graphics completely	76
Output is faded or dull colored	76
Colors are printing as black and white	76
Wrong colors are printing	76
Printout shows bleeding colors	76
The printout has a horizontal band of distortion near the bottom of a borderless print	77
Colors do not line up properly	77
Text or graphics are streaked	78
Something on the page is missing or incorrect	78
Solve paper-feed problems	78
Optional Tray 2 cannot be inserted	78
Media stops halfway	78
Another paper-feed problem is occurring	78
Solve device management problems	80
Embedded Web server cannot be opened	80
Solve network problems	81
Solve wireless problems	81
Basic wireless troubleshooting	82
Advanced wireless troubleshooting	82
Make sure your computer is connected to your network	83
Make sure that the HP device is connected to your network	84
Check to see if the firewall software is blocking communication	85
Make sure the HP device is online and ready	85
Your wireless router is using a hidden SSID	86
Make sure the wireless version of the HP device is set as the default printer driver (Windows only)	86
Make sure the HP Network Devices Support service is running (Windows only)	86
Add hardware addresses to a wireless access point (WAP)	87
Troubleshoot installation issues	87
Hardware installation suggestions	87
Software installation suggestions	88
Solve network problems	88
Clear jams	90
Clear a jam in the device	90
Tips for avoiding jams	91
Errors	91
Printhead(s) Missing - The following printhead appears to be missing, not detected, or incorrectly i ...	92
Incompatible Printhead - The following printhead is not intended for use in this printer	92
Printhead problem - The following printhead has a problem	92
Device Disconnected	92
Replace Cartridge(s) Soon - Replace the following cartridge soon	92
Cartridge Problem - The following cartridge appears to be missing or damaged	93
Cartridge Problem - The following cartridge must be replaced	93
Paper Mismatch - Paper detected does not match paper size or type selected	93
The cartridge cradle cannot move. Please turn device power off. Check device for paper jam or other ...	93
Paper Jam - There is a paper jam (or misfeed). Clear the jam and press the Resume button on the prin ...	93
The printer is out of paper. Load more paper and press the Resume button on the front of the printer	93
Incompatible Cartridge(s) - The following cartridge is not intended for use in this printer.	94
Printer Offline - Your printer is currently offline	94
Printer Paused - Your printer is currently paused	94
Document failed to print - The job failed to print due to an error in the printing system	95
General printer error	95
Control-panel lights reference	96
Interpreting control-panel lights	96
HP supplies and accessories	101
Order printing supplies online	101
Accessories	101
Supplies	102
Ink cartridges and printheads	102
HP media	102
Support and warranty	103
Obtain electronic support	103
Hewlett-Packard limited warranty statement	104
Ink cartridge warranty information	105
Obtain HP telephone support	106
Before you call	106
Support process	106
HP support by phone	107
Phone support period	107
Telephone support numbers	108
Placing a call	109
After the phone support period	109
Additional warranty options	109
HP Quick Exchange Service (Japan)	110
HP Korea customer support	110
Prepare the device for shipment	111
Remove the ink cartridges and printheads before shipment	111
Pack the device	113
Device specifications	115
Physical specifications	115
Product features and capacities	116
Processor and memory specifications	116
System requirements	116
Network protocol specifications	117
Embedded Web server specifications	118
Print resolution	118
Environmental specifications	118
Electrical specifications	118
Acoustic emission specifications (print in Draft mode, noise levels per ISO 7779)	119
Regulatory information	120
FCC statement	120
Notice to users in Korea	121
VCCI (Class B) compliance statement for users in Japan	121
Notice to users in Japan about the power cord	121
Toxic and hazardous substance table	121
Regulatory information for wireless products	122
Exposure to radio frequency radiation	122
Notice to users in Brazil	122
Notice to users in Canada	122
Notice to users in Taiwan	123
European Union regulatory notice	124
Regulatory model number	124
Declaration of conformity	125
Environmental product stewardship program	127
Paper use	127
Plastics	127
Material safety data sheets	127
Recycling program	127
HP inkjet supplies recycling program	127
Disposal of waste equipment by users in private households in the European Union	128
Power consumption	129
Chemical Substances	129
Third-party licenses	130

Match case Limit results 1 per page

Obtain HP telephone support

During the warranty period, you may obtain assistance from the HP Customer Care Center.

NOTE:

HP does not provide telephone support for Linux printing. All support is provided

online at the following Web site:

https://launchpad.net/hplip

. Click the

Ask a question

button

to begin the support process.

The HPLIP Web site does not provide support for Windows or Mac OS X. If you are using

these operating systems, visit

www.hp.com/support

This section contains the following topics:

•

Before

you

call

•

Support

process

•

support

phone

•

Additional

warranty

options

•

Quick

Exchange

Service

(Japan)

•

Korea

customer

support

Before you call

Visit the HP Web site (

www.hp.com/support

) for the latest troubleshooting information, or product

fixes and updates.

Software programs from other companies might be included with the HP device. If you

experience problems with any of those programs, you will receive the best technical assistance

by calling the experts at that company.

NOTE:

This information does not apply to customers in Japan. For information on service

options in Japan, see

Quick

Exchange

Service

(Japan)

To assist our Customer Care Center representatives to serve you better, prepare the following

information if you need to call HP.

Print the self-test diagnostic page of the device. For more information, see

Understand

the

self-test

diagnostic

page

. If the device does not print, get the following information ready:

•

Device model

•

Model number and serial number (check the back of the device)

Check the operating system that you are using, such as Windows XP.

If the device is connected to the network, check the network operating system.

Note how the device is connected to your system, such as through USB or network

connection.

Obtain the version number of the printer software. (To find the version number of the printer

driver, open the printer settings or properties dialog box, and click the

About

tab.)

If you have a problem printing from a particular application, note the application and version

number.

Support process

If you have a problem, follow these steps

Check the documentation that came with the device.

Visit the HP online support Web site at

www.hp.com/support

. HP online support is available

to all HP customers. It is the fastest source for up-to-date device information and expert

assistance and includes the following features:

•

Fast access to qualified online support specialists

•

Software and driver updates for the HP device

Appendix B

102

Support and warranty