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Problem solving

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Symptom Check Possible causes Possible solutions Copy problems Are copies blank? The originals might have been loaded 1. In the ADF, load original upside-down. documents face-up. 2. On the scanner glass, load original documents face-down. 3. If the problem persists, contact HP Customer Care. See HP Customer Care. Are copies of poor quality The copy settings need to be adjusted from the ADF and the for the original document. scanner glass? See Adjust the copy settings. If the problem persists, contact HP Customer Care. See HP Customer Care. Are copies of poor quality The ADF glass strip might be dirty. only from the ADF? Clean the glass strip that is to the left of the scanner glass. See Clean the device. If the problem persists, contact HP Customer Care. See HP Customer Care. Are copies of poor quality The scanner glass might be dirty only from the scanner glass? Clean the scanner glass. See Clean the device. If the problem persists, contact HP Customer Care. See HP Customer Care. Print-quality problems Is the overall print quality poor? Is the printing too light? Do lines, streaks, or dots appear on the pages? The media does not meet specifications. 1. The print cartridge might be empty or damaged. 2. The maintenance kit items might be ready for replacement. 3. Make sure the media meets specifications for the device. See Select print media. Replace the print cartridge. See Change the print cartridge Install the device maintenance kit. See Perform preventive maintenance. 4. If the problem persists, contact HP Customer Care. See HP Customer Care. General printing problems Can you print documents from a computer? The computer cable might be defective. 1. The printer driver might need to be reinstalled. Try printing a configuration page at the control panel. Touch Network Address and then touch Print. If the page prints, the problem is with the cable or the driver. 2. Reconnect the cables. 3. Reinstall the printer driver. The printer driver is on the CD that came with the device. 4. If the problem persists, contact HP Customer Care. See HP Customer Care. 170 Chapter 11 Problem solving ENWW

Section	Page
Basics	13
Device comparison	14
Features comparison	15
Walkaround	17
Device parts	17
Interface ports	20
Device software	21
Supported operating systems	21
Supported printer drivers	21
Select the correct printer driver	22
Universal printer drivers	22
Driver Autoconfiguration	22
Update Now	23
HP Driver Preconfiguration	23
Priority for print settings	23
Open the printer drivers	24
Software for Macintosh computers	25
Remove software from Macintosh operating systems	25
Utilities	26
HP Web Jetadmin	26
Embedded Web server	26
HP Easy Printer Care software	27
Supported operating systems	27
Supported browsers	27
Other components and utilities	27
Control panel	29
Use the control panel	30
Control-panel layout	30
Home screen	31
Buttons on the touchscreen	32
Control-panel help system	32
Use the Administration menu	33
Navigate the Administration menu	33
Information menu	34
Default Job Options menu	35
Default Options for Originals	35
Default Copy Options	36
Default Fax Options	37
Default E-mail Options	38
Default Send to Folder Options	39
Default Print Options	40
Time/Scheduling menu	41
Management menu	43
Initial Setup menu	44
Networking and I/O	44
Fax Setup	52
E-mail Setup	55
Send Setup menu	55
Device Behavior menu	56
Print Quality menu	60
Troubleshooting menu	62
Resets menu	66
Service menu	66
I/O Configuration	67
USB configuration	68
Network configuration	69
Configure TCP/IPv4 parameters	69
Set an IP address	69
Set the subnet mask	70
Set the default gateway	70
Configure TCP/IPv6 parameters	71
Disable network protocols (optional)	71
Disable IPX/SPX	71
Disable AppleTalk	72
Disable DLC/LLC	72
HP Jetdirect EIO print servers	72
Media and trays	73
General guidelines for media	74
Paper to avoid	74
Paper that can damage the device	74
General media specifications	75
Considerations for special media	76
Select the correct fuser mode	79
Select print media	80
Automatic size-sensing	80
Supported media weights and sizes	81
Printing and paper-storage environment	84
Load media into the input trays	85
Load tray 1 (multipurpose tray)	85
Customize tray 1 operation	87
Load trays 2 and 3 (and optional trays 4, 5, and 6)	88
Load special media	90
Load documents for faxing, copying, and scanning	91
Load a document onto the scanner glass	91
Load the automatic document feeder (ADF)	93
Print on rotated media	95
Print full-bleed images	96
Print on custom-size media	97
Guidelines for printing on custom-size paper	97
Set custom paper sizes	97
Load custom-size media into tray 1	98
Load custom-size media into trays 2 and 3 (and optional trays 4, 5, and 6)	98
Control print jobs	100
Device features	101
Use the stapler	102
Load staples	103
Staple media	105
Use job storage features	107
Gain access to the job storage features	107
Use the proof and hold feature	108
Create a proof and hold job	108
Print the remaining copies of a proof and hold job	108
Delete a proof and hold job	108
Use the private job feature	109
Create a private job	109
Print a private job	109
Delete a private job	109
Use the QuickCopy feature	110
Create a QuickCopy job	110
Print additional copies of a QuickCopy job	110
Delete a QuickCopy job	110
Use the stored job feature	111
Create a stored copy job	111
Create a stored print job	111
Print a stored job	112
Delete a stored job	112
Printing tasks	113
Use features in the Windows printer driver	114
Create and use quick sets	114
Use watermarks	115
Resize documents	115
Set a custom paper size from the printer driver	116
Use different paper and printing covers	116
Print a blank first page	116
Print multiple pages on one sheet of paper	117
Print on both sides of the paper	118
Use automatic duplex printing	118
Print on both sides manually	119
Layout options for printing on both sides	119
Use the Services tab	120
Use features in the Macintosh printer driver	121
Create and use presets	121
Print a cover page	122
Print multiple pages on one sheet of paper	122
Print on both sides of the paper	123
Cancel a print job	124
Stop the current print job from the control panel	124
Stop the current print job from the software program	124
Copy	125
Use the Copy screen	126
Set the default copy options	127
Basic copy instructions	128
Copy from the scanner glass	128
Copy from the document feeder	128
Adjust the copy settings	129
Change the copy-collation setting	130
Copy two-sided documents	131
Copying two-sided documents manually	131
Copy two-sided documents automatically (duplex models only)	131
Copy mixed-size originals	133
Copy photos and books	134
Combine copy jobs by using Job Build	135
Cancel a copy job	136
Scan and send e-mail	137
Configure e-mail settings	138
Supported protocols	138
Configure e-mail server settings	138
Find gateways	139
Find the SMTP gateway from the device control panel	139
Find the SMTP gateway from an e-mail program	139
Use the Send E-mail screen	140
Perform basic e-mail functions	141
Load documents	141
Send documents	142
Send a document	142
Use the auto-complete function	142
Use the address book	143
Create a recipient list	143
Use the local address book	144
Add e-mail addresses to the local address book	144
Delete e-mail addresses from the local address book	144
Change e‑mail settings for the current job	145
Scan to a folder	146
Scan to a workflow destination	146
Fax	147
Analog fax	148
Install the fax accessory	148
Connect the fax accessory to a phone line	152
Configure and use the fax features	152
Digital fax	153
Manage and maintain the device	155
Use information pages	156
Configure e-mail alerts	158
Use the HP Easy Printer Care software	159
Open the HP Easy Printer Care software	159
HP Easy Printer Care software sections	160
Use the embedded Web server	161
Open the embedded Web server by using a network connection	161
Embedded Web server sections	162
Use HP Web Jetadmin software	164
Use the HP Printer Utility for Macintosh	165
Open the HP Printer Utility	165
HP Printer Utility features	166
Manage supplies	167
Supplies life	167
Approximate print-cartridge replacement intervals	167
Manage the print cartridge	167
Print-cartridge storage	167
Use genuine HP print cartridges	167
HP policy on non-HP print cartridges	167
Print-cartridge authentication	168
HP fraud hotline and Web site	168
Replace supplies and parts	169
Supply replacement guidelines	169
Change the print cartridge	169
Perform preventive maintenance	172
Preventive maintenance for the print engine	172
The ADF maintenance kit	172
Clean the device	173
Clean the exterior	173
Clean the scanner glass	173
Clean the scanner lid backing	174
Clean the ADF	175
Clean the paper path	176
Calibrate the scanner	177
Problem solving	179
Problem-solving checklist	180
Factors that affect performance	180
Problem-solving flowchart	181
Solve general printing problems	186
Control-panel message types	189
Control-panel messages	190
Common causes of jams	199
Jam locations	200
Jam recovery	201
Clear jams	202
Clear jams from the automatic document feeder (ADF)	202
Clear jams from the stapler/stacker	205
Clear jams from the output path	207
Clear jams from the optional duplexer	209
Clear jams from the print-cartridge area	210
Clear jams from the input-tray areas	212
Clear jams from the tray 1 input area	212
Clear jams from the input areas of trays 2 and 3	212
Clear jams from the input areas of optional trays	214
Solve repeated jams	216
Clear staple jams	217
Solve print-quality problems	220
Print-quality problems associated with media	220
Print-quality problems associated with the environment	220
Print-quality problems associated with jams	220
Image defect examples	220
Light print (partial page)	222
Light print (entire page)	222
Specks	223
Dropouts	223
Lines	224
Gray background	224
Toner smear	225
Loose toner	225
Repeating defects	226
Repeating image	226
Misformed characters	227
Page skew	227
Curl or wave	228
Wrinkles or creases	228
Vertical white lines	229
Tire tracks	229
White spots on black	229
Scattered lines	230
Blurred print	230
Random image repetition	231
Solve network printing problems	232
Solve fax problems	233
Solve sending problems	233
Solve receiving problems	234
Solve copy problems	235
Prevent copy problems	235
Image problems	235
Media-handling problems	236
Performance problems	238
Solve e‑mail problems	239
Validate the SMTP gateway address	239
Validate the LDAP gateway address	239
Solve common Windows problems	240
Solve common Macintosh problems	241
Solve Linux problems	244
Solve PostScript problems	245
General problems	245
Supplies and accessories	247
Order parts, accessories, and supplies	248
Order directly from HP	248
Order through service or support providers	248
Order directly through the embedded Web server (for printers that are connected to a network)	248
Order directly through the HP Easy Printer Care software	248
Part numbers	249
Accessories	249
Supplies and maintenance kits	249
Memory	249
Cables and interfaces	250
Print media	250
Service and support	253
Hewlett-Packard limited warranty statement	253
Customer self repair warranty service	254
Print cartridge limited warranty statement	255
HP Customer Care	256
Online Services	256
Telephone support	256
Software utilities, drivers, and electronic information	256
HP direct ordering for accessories or supplies	256
HP service information	256
HP service agreements	256
HP Easy Printer Care software	257
HP support and information for Macintosh computers	257
HP maintenance agreements	258
On-site service agreements	258
Next-day on-site service	258
Weekly (volume) on-site service	258
Repacking the device	258
Extended warranty	259
Specifications	261
Physical specifications	262
Electrical specifications	263
Acoustic emissions	264
Operating environment	264
Regulatory information	265
FCC regulations	266
Environmental product stewardship program	267
Protecting the environment	267
Ozone production	267
Power consumption	267
Toner consumption	267
Paper use	267
Plastics	267
HP LaserJet print supplies	268
HP print supplies returns and recycling program information	268
Paper	268
Material restrictions	269
Disposal of waste equipment by users in private households in the European Union	269
Material Safety Data Sheet (MSDS)	270
For more information	270
Telecom statement	271
Declaration of conformity	272
Safety statements	273
Laser safety	273
Canadian DOC regulations	273
VCCI statement (Japan)	273
Power cord statement (Japan)	273
EMI statement (Korea)	273
EMI statement (Taiwan)	274
Laser statement for Finland	274
Working with memory and print server cards	275
Overview	276
Installing printer memory	277
To install printer memory	277
Check DIMM installation	280
Save resources (permanent resources)	281
Enable memory for Windows	281
Using HP Jetdirect print server cards	282
Install an HP Jetdirect print server card	282
Remove an HP Jetdirect print server card	283
Glossary	285

Match case Limit results 1 per page

Symptom

Check

Possible causes

Possible solutions

Copy problems

Are copies blank?

The originals might have been loaded

upside-down.

In the ADF, load original

documents face-up.

On the scanner glass, load original

documents face-down.

If the problem persists, contact

HP Customer Care. See

HP Customer Care

Are copies of poor quality

from the ADF and the

scanner glass?

The copy settings need to be adjusted

for the original document.

See

Adjust the copy settings

If the problem persists, contact

HP Customer Care. See

HP Customer

Care

Are copies of poor quality

only from the ADF?

The ADF glass strip might be dirty.

Clean the glass strip that is to the left of

the scanner glass. See

Clean the

device

If the problem persists, contact

HP Customer Care. See

HP Customer

Care

Are copies of poor quality

only from the scanner

glass?

The scanner glass might be dirty

Clean the scanner glass. See

Clean the

device

If the problem persists, contact

HP Customer Care. See

HP Customer

Care

Print-quality problems

Is the overall print quality

poor?

Is the printing too light?

Do lines, streaks, or dots

appear on the pages?

The media does not meet specifications.

The print cartridge might be empty or

damaged.

The maintenance kit items might be

ready for replacement.

Make sure the media meets

specifications for the device. See

Select print media

Replace the print cartridge. See

Change the print cartridge

Install the device maintenance kit.

See

Perform preventive

maintenance

If the problem persists, contact

HP Customer Care. See

HP Customer Care

General printing problems

Can you print documents

from a computer?

The computer cable might be defective.

The printer driver might need to be

reinstalled.

Try printing a configuration page at

the control panel. Touch

Network

Address

and then touch

Print.

If the page prints, the problem is

with the cable or the driver.

Reconnect the cables.

Reinstall the printer driver. The

printer driver is on the CD that

came with the device.

If the problem persists, contact

HP Customer Care. See

HP Customer Care

170

Chapter 11

Problem solving

ENWW