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HP Proactive Support, Customer Self Repair, Contact HP Support

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HP Proactive Support HP Proactive Support helps reduce costly printer downtime by preemptively identifying, diagnosing and resolving printer issues before they become problems for you. HP's Proactive Support tool is designed to help businesses of all sizes reduce support costs and maximize productivity-all with the click of a mouse. A component of the HP Imaging and Printing suite of services, Proactive Support helps you gain control of your printing environment-with a clear focus on maximizing the value of your investment, increasing printer uptime and reducing printer management costs. HP recommends that you enable Proactive Support right away to save you time and prevent problems before they occur, reducing costly downtime. Proactive Support runs diagnostics and checks for software and firmware updates. You can enable Proactive Support in the HP DesignJet Utility for Windows or the HP Printer Monitor for Mac OS X, where you can specify the frequency of connections between your computer and HP's Web server, and the frequency of diagnostic checks. You can also choose to run the diagnostic checks at any time. To change these settings: ● In the HP DesignJet Utility for Windows, select the Tools menu, then HP Proactive Support. ● In the HP Printer Monitor for Mac OS X, select Preferences > Monitoring > HP Proactive Support. If Proactive Support finds any potential problem, it notifies you with an alert, which will explain the problem and recommend a solution. In some cases, the solution may be applied automatically; in other cases, you may be asked to perform some procedure to solve the problem. Customer Self Repair HP's Customer Self Repair program offers our customers the fastest service under either warranty or contract. It enables HP to ship replacement parts directly to you (the end user) so that you can replace them. Using this program, you can replace parts at your own convenience. Convenient, easy to use ● An HP Support Specialist will diagnose and assess whether a replacement part is required to address a defective hardware component. ● Replacement parts are express-shipped; most in-stock parts are shipped the very same day you contact HP. ● Available for most HP products currently under warranty or contract. ● Available in most countries. For more information about Customer Self Repair, see http://www.hp.com/go/selfrepair. Contact HP Support HP Support is available to you by telephone. What to do before you call: ● Review the troubleshooting suggestions in this document. ● Review the relevant driver documentation. ● If you have installed third-party software drivers and RIPs, see their documentation. ● If you call your support representative, please have the following information available to help us answer your questions more quickly: 164 Chapter 21 HP Customer Care ENWW

Section	Page
Introduction	9
Safety precautions	10
HP Start-Up Kit	11
Using this document	11
Introduction	11
Use and maintenance	11
Troubleshooting	11
Accessories, support and specifications	12
Glossary	12
Index	12
Warnings and Cautions	12
The printer’s main features	13
The printer’s main components	14
Front view	14
Rear view	15
Communication ports	16
The wall spacers	16
The front panel	17
Printer software	18
Web Services	19
Turn the printer on and off	19
The printer’s internal prints	20
Installing the software	21
Choose which connection method to use	22
Connect the printer to your network	22
Network configuration	22
Using IPv6	23
Using IPSec	23
Connect a computer to the printer by network (Windows)	23
Uninstall the printer software (Windows)	24
Connect a computer to the printer by network (Mac OS X)	24
Bonjour or TCP/IP connection	25
Uninstall the printer software (Mac OS X)	26
Set up one-click printing with HP DesignJet Click Printing Software	26
Setting up the printer	27
Introduction	28
Set up your Web-connected printer	28
Web Services manual configuration	28
Configure the printer’s Internet connection	28
Configure firmware updates	29
Set remote printing preferences	29
Paper suitability options	30
Paper mismatch action	30
Roll switching options (Z5600 only)	30
Turn nesting on and off	30
Turn usage information on and off	31
Turn email notifications on and off	32
Turn alerts on and off (Windows only)	32
Control access to the printer	32
Front-panel security settings	32
Embedded Web Server security settings	33
Disable your HP ePrint connection	33
Require account ID	33
Set Windows driver preferences	34
Personalizing the printer	35
Change the language of the front-panel display	36
Access the HP DesignJet Utility	36
Access the Embedded Web Server	36
Change the language of the HP DesignJet Utility	37
Change the language of the Embedded Web Server	37
Change the sleep mode setting	37
Turn the buzzer on and off	37
Change the front-panel display brightness	37
Change the units of measurement	37
Configure network settings	37
Change the graphic language setting	39
Manage printer security	39
Change your printer’s email address	39
Paper handling	40
General advice	41
Load a roll onto the spindle	41
Load a roll into the printer	43
Unload a roll	46
Quick procedure with paper on the roll	46
Front panel procedure with paper on the roll	46
Roll out of paper procedure	46
Manual unload procedure	47
Load a single sheet	47
Unload a single sheet	48
Sensitive-paper mode	50
View information about the paper	50
Paper presets	51
To install a downloaded paper preset	51
To create your own paper preset	52
Printing paper info	53
Move the paper	53
Maintain paper	54
Change the drying time	54
Turn the automatic cutter on and off	54
Feed and cut the paper	55
Working with two rolls (Z5600 only)	56
The uses of a multiroll printer	56
How the printer allocates jobs to paper rolls	56
Printing	58
Introduction	59
Print from a USB flash drive	59
Print from a computer using the Embedded Web Server or HP DesignJet Utility	60
Print from a computer using a printer driver	61
Advanced print settings	62
Select print quality	62
Select paper size	62
Custom paper sizes	63
Select margins options	64
Print on loaded paper	65
Rescale a print	65
Change the treatment of overlapping lines	66
Preview a print	66
Print a draft	66
High-quality printing	67
If you have a high-resolution image	67
Print with no margins	67
Print with crop lines	68
Use paper economically	69
Nest jobs to save roll paper	69
When does the printer try to nest pages?	69
What pages can be nested?	69
Which pages qualify for nesting?	70
How long does the printer wait for another file?	70
Use ink economically	70
Roll protection	70
Unattended printing/overnight printing	71
Web-connected printing	73
Print by email	73
Job queue management	74
The job queue in the front panel	74
Job queue page	74
Job preview	74
Select when to print a job in the queue	74
Prioritize a job in the queue	75
Pause a job in the queue	75
Reprint a job from the queue	75
Delete a job from the queue	75
Delete all jobs	75
Turn off the job queue	76
The job queue in the Embedded Web Server or HP DesignJet Utility	77
Job queue page	77
Job preview	77
Select when to print a job in the queue	78
Prioritize a job in the queue	78
Delete a job from the queue	78
Reprint or copy a job in the queue	78
Job status messages	79
Reactivate a job on hold	80
Turn off the job queue	80
Color management	81
Introduction	82
How colors are represented	82
A summary of the color management process	82
Color calibration	82
Color management from printer drivers	83
Color management options	83
Color management from the printer driver	84
HP Professional PANTONE Emulation	84
Color emulation	85
RGB color emulation	85
Color management from the Embedded Web Server	85
Submit Job options	85
Rendering intent	86
Perform black point compensation	86
Printing PANTONE swatch books	86
Color management from the front panel	87
Practical printing examples	88
Print a draft for revision with the correct scale	89
Using Adobe Acrobat	89
Print a document with the correct colors	89
Using Adobe Acrobat Reader	89
Using Adobe Acrobat Pro	91
Print a project	94
Using AutoCAD	95
Using the Embedded Web Server to submit files	96
Using clip contents by margins	97
Print a presentation	97
Using AutoCAD	98
Using Adobe Photoshop	100
Print and scale from Microsoft Office	101
Using PowerPoint	101
Using Project	101
Using Excel	102
Retrieving printer usage information	103
Get printer accounting information	104
Check usage statistics	104
Check usage statistics for a job	104
Accounting statistics with the HP DesignJet Utility	105
Accounting statistics with the Embedded Web Server	105
Request accounting data by email	105
Handling ink cartridges and printheads	107
About the ink cartridges	108
Check the ink cartridges status	108
HP DesignJet Utility procedures	108
Remove an ink cartridge	108
Insert an ink cartridge	110
About the printheads	111
Check the printhead status	111
Remove a printhead	111
Insert a printhead	114
Maintaining the printer	117
Check printer status	118
Clean the exterior of the printer	118
Maintain the ink cartridges	118
Move or store the printer	118
Update the firmware	119
Automatic firmware updates	119
Manual firmware updates	120
Update the software	120
Printer maintenance kits	120
Secure Disk Erase	120
Accessories	122
How to order supplies and accessories	123
Order ink supplies	123
Order paper	123
Order accessories	126
Introduction to the accessories	127
Spindle	127
Jetdirect print server	127
Troubleshooting paper issues	128
The paper cannot be loaded successfully	129
General unsuccessful roll load issues	129
Unsuccessful roll load	129
Unsuccessful sheet load	130
Paper loading error messages	130
The paper type is not in the driver	130
Glossy paper	131
Matte Paper	131
General-purpose paper	131
Photographic paper	131
Black ink is easily removed when touched	131
After printing, the paper has wrinkles or there is too much ink	131
The printer printed on the wrong paper type	131
Automatic cut not available	132
On hold for paper	132
Which criteria are used to decide on which roll a job will be printed?	132
When is a job put on hold for paper?	132
If I load a new roll of paper, will jobs that were on hold for paper be automatically printed?	132
I don’t like jobs being put on hold for paper. Can I prevent it?	132
I set the option “Paper mismatch action” to Print anyway, but some jobs are still put on hold	133
My job is exactly as wide as the roll of paper that is loaded on the printer, but is put on hold for ...	133
The roll paper will not advance	133
The paper has jammed	133
A strip stays on the output tray and generates jams	136
The printer displays out of paper when paper is available	137
Prints do not fall neatly into the basket	137
The sheet stays in the printer when the print has been completed	137
The paper is cut when the print has been completed	137
The cutter does not cut well	137
The roll is loose on the spindle	137
Recalibrate the paper advance	138
Recalibrating the paper advance procedure	138
Return to default calibration	139
Troubleshooting print-quality issues	140
General advice	141
Print quality troubleshooting wizard	141
Horizontal lines across the image (banding)	142
Thin vertical lines across the image	142
The whole image is blurry or grainy	143
The paper is not flat	143
The print is scuffed or scratched	144
Ink marks on the paper	144
Horizontal smears on the front of coated paper	144
Ink marks on the back of the paper	145
Black ink comes off when you touch the print	145
Edges of objects are stepped or not sharp	145
Edges of objects are darker than expected	146
Bronzing	146
Horizontal lines at the end of a cut sheet print	146
Vertical lines of different colors	146
White spots on the print	146
Colors are inaccurate	147
The image is incomplete (clipped at the bottom)	147
The image is clipped	148
Some objects are missing from the printed image	148
Lines are too thick, too thin or missing	149
Lines appear stepped or jagged	149
Lines print double or in the wrong colors	150
Lines are discontinuous	150
Lines are blurred	151
Line lengths are inaccurate	151
The Image Diagnostics Print	152
Corrective action	153
If you still have a problem	154
Troubleshooting ink cartridge and printhead issues	155
Cannot insert an ink cartridge	156
Ink cartridge status messages	156
Cannot insert a printhead	156
The front-panel display recommends reseating or replacing a printhead	156
Clean the printheads	157
Clean the printhead drop detector	157
Align the printheads	159
Reinsert printheads procedure	160
Image-quality maintenance menu procedure	160
Scanning errors during alignment	161
Printhead status messages	161
Troubleshooting general printer issues	162
The printer will not start	163
The printer does not print	163
The printer seems slow	163
Communication failures between computer and printer	164
Cannot access the HP DesignJet Utility	164
Cannot access the Embedded Web Server	164
Cannot connect to the Internet	165
Web Services issues	165
Automatic file system check	165
Alerts	166
Front-panel error messages	167
The system error log	169
HP Customer Care	170
Introduction	171
HP Professional Services	171
HP Support Center	171
HP Start-Up Kit	171
HP Care Packs and Warranty Extensions	171
HP Proactive Support	172
Customer Self Repair	172
Contact HP Support	172
Telephone number	173
Printer specifications	174
Functional specifications	175
Physical specifications	176
Memory specifications	176
Power specifications	177
Ecological specifications	177
Environmental specifications	177
Acoustic specifications	177
Glossary	178

Match case Limit results 1 per page

HP Proactive Support

HP Proactive Support helps reduce costly printer downtime by preemptively identifying, diagnosing and resolving

printer issues before they become problems for you. HP's Proactive Support tool is designed to help businesses

of all sizes reduce support costs and maximize productivity—all with the click of a mouse.

A component of the HP Imaging and Printing suite of services, Proactive Support helps you gain control of your

printing environment—with a clear focus on maximizing the value of your investment, increasing printer uptime

and reducing printer management costs.

HP recommends that you enable Proactive Support right away to save you time and prevent problems before

they occur, reducing costly downtime. Proactive Support runs diagnostics and checks for software and

ﬁrmware

updates.

You can enable Proactive Support in the HP DesignJet Utility for Windows or the HP Printer Monitor for Mac OS X,

where you can specify the frequency of connections between your computer and HP's Web server, and the

frequency of diagnostic checks. You can also choose to run the diagnostic checks at any time. To change these

settings:

●

In the HP DesignJet Utility for Windows, select the

Tools

menu, then

HP Proactive Support

●

In the HP Printer Monitor for Mac OS X, select

Preferences

Monitoring

HP Proactive Support

If Proactive Support

ﬁnds

any potential problem, it

notiﬁes

you with an alert, which will explain the problem and

recommend a solution. In some cases, the solution may be applied automatically; in other cases, you may be

asked to perform some procedure to solve the problem.

Customer Self Repair

HP's Customer Self Repair program

oﬀers

our customers the fastest service under either warranty or contract. It

enables HP to ship replacement parts directly to you (the end user) so that you can replace them. Using this

program, you can replace parts at your own convenience.

Convenient, easy to use

●

An HP Support Specialist will diagnose and assess whether a replacement part is required to address a

defective hardware component.

●

Replacement parts are express-shipped; most in-stock parts are shipped the very same day you contact

HP.

●

Available for most HP products currently under warranty or contract.

●

Available in most countries.

For more information about Customer Self Repair, see

http://www.hp.com/

go/selfrepair

Contact HP Support

HP Support is available to you by telephone. What to do before you call:

●

Review the troubleshooting suggestions in this document.

●

Review the relevant driver documentation.

●

If you have installed third-party software drivers and RIPs, see their documentation.

●

If you call your support representative, please have the following information available to help us answer

your questions more quickly:

164

Chapter 21

HP Customer Care

ENWW