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● In the HP DesignJet Utility for Windows, select the Tools menu, then HP Proactive Support (not available in HP DesignJet Utility 1.0). ● In the HP Printer Monitor for Mac OS X, select Preferences > Monitoring > Enable 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 guide. ● Review the relevant driver documentation. ● If you have installed third-party software drivers and RIPs, see their documentation. ● If you call one of the HP offices, please have the following information available to help us answer your questions more quickly: - The product you are using: the product number, the serial number and the service ID, which you can find by using the Information icon on the front panel - For print quality support, print a sample that you can use to highlight the issue. - If there is an error code on the front panel, note it down; see Front-panel error messages on page 209 - The computer you are using - Any special equipment or software you are using (for example, spoolers, networks, switch-boxes, modems or special software drivers) - The cable you are using (by part number) and where you purchased it 188 Chapter 17 HP Customer Care ENWW

Section	Page
Introduction	9
Safety precautions	10
Product models	10
Use of this guide	10
Introduction	11
Use and maintenance	11
Troubleshooting	11
Support and specifications	11
Appendices	11
Glossary	11
Index	12
Warnings and Cautions	12
The printer’s main features	12
The printer’s main components	12
Front view	13
Rear view	14
Take-up reel motor	14
The front panel	14
Printer software	16
The Embedded Web Server’s main components	16
Main tab	16
Setup tab	17
Support tab	17
The HP DesignJet Utility’s main features	17
The printer’s internal prints	17
Turn the printer on and off	18
Connectivity and software instructions	21
Choose which connection method to use	22
Connect to a network (Windows)	22
Connect to a network (Mac OS X)	23
Uninstall the printer software	24
Personalize the printer	25
Change the language of the front-panel display	26
Access the Embedded Web Server	26
Change the language of the Embedded Web Server	26
Access the HP DesignJet Utility	27
Change the language of the HP DesignJet Utility	27
Change the sleep mode setting	27
Turn the buzzer on and off	27
Change the front-panel display contrast	28
Change the units of measurement	28
Configure network settings	28
Change the graphic language setting	29
Personalize the list of paper types	29
Select paper mismatch action	31
Handle the paper	33
Overview	34
Use paper	34
Drying time	35
Supported paper types	35
Load a roll onto the spindle	39
Load a roll into the printer	41
Unload a roll from the printer	43
Use the take-up reel	43
Load a roll onto the take-up reel	43
Unload a roll from the take-up reel	48
View information about the paper	51
Perform paper advance calibration	51
Overview of the paper advance procedure	52
Return to the default calibration	52
Download paper presets	53
Use non-HP paper	53
Cancel the drying time	54
Change the drying time	54
Printing paper info	55
Feed and cut the paper	55
Store the paper	55
Order paper	56
Non-recommended paper types	60
Handle the ink system	63
Ink system components	64
Ink cartridges	64
Select the printer region	64
Replace ink cartridges	65
Safe mode	66
Printheads	66
Maintenance cartridge	67
Ink system tips	67
Work with ink system components	68
Remove an ink cartridge	68
Insert an ink cartridge	70
Remove a printhead	71
Insert a printhead	73
Clean (recover) the printheads	76
Clean the electrical connections on a printhead	76
Clean the printhead drop detector	77
Align the printheads	79
Reinsert printheads procedure	79
Image Quality Maintenance menu procedure	80
Scanning errors during alignment	80
The Image Diagnostics Print	81
Corrective action	82
Remove the maintenance cartridge	83
Insert the maintenance cartridge	84
Check the status of the ink system	85
View ink cartridge information	85
Front panel procedure	86
HP DesignJet Utility procedures	86
View printhead information	86
Order ink supplies	87
Print options	89
Create a print job	90
Using the Embedded Web Server to print files	90
Printing stored jobs	91
Select print quality	91
Print a draft	92
High-quality printing	93
If you have a high-resolution image	93
Select paper size	93
Custom paper sizes	94
Select margins options	94
Rescale a print	95
Preview a print	95
Print 16-bit color images	96
Change the treatment of overlapping lines	96
Print crop lines	97
Rotate an image	97
Autorotate	98
Print in gray shades	99
Use paper economically	99
Nest jobs to save paper	99
When does the printer try to nest pages?	100
What pages can be nested?	100
Which pages qualify for nesting?	100
How long does the printer wait for another file?	101
Use ink economically	101
Color management	103
What is color?	104
The problem: color in the computer world	104
The solution: color management	106
Color and your Z6800 Printer	107
HP Embedded Spectrophotometer	107
A summary of the color-management process	108
Color calibration	109
Color profiling	110
Create your own profile	111
Use a third-party profile	111
Profile your monitor	112
Color and your Z6600 Printer	112
A summary of the color-management process	112
Color calibration	113
Color profiling	114
Create your own profile	115
Use a third-party profile	115
Profile your monitor	115
Color-management options	115
Color management example with Photoshop	116
Synchronized color management with Photoshop	116
Color-adjustment options	117
Printing in color	117
Printing in grayscale	117
HP Professional PANTONE* Emulation	118
Color emulation modes	119
CMYK color emulation	120
RGB color emulation	121
Job queue management	123
Embedded Web Server job queue page	124
Job preview	124
Turn off the job queue	125
Pause the job queue	125
Select when to print a job in the queue	125
Identify a job in the queue	125
Prioritize a job in the queue	126
Delete a job from the queue	126
Reprint or copy a job in the queue	126
Job status messages	126
Remove a hold	127
Retrieve printer usage information	129
Get printer accounting information	130
Check printer usage statistics	130
Printer statistics with the Embedded Web Server	130
Printer statistics with the HP DesignJet Utility	130
Check ink and paper usage for a job	130
Ink and paper statistics with the Embedded Web Server	130
Ink and paper statistics with the HP DesignJet Utility	131
Practical printing examples	133
Overview	134
Resize an image with Adobe Photoshop CS4	134
Application settings	134
Print a color photo with Photoshop CS2	136
Print a draft for revision with the correct scale	137
Using Adobe Acrobat	137
Reprint a job with consistent colors	140
Scenario 1	141
Scenario 2	141
Use ESRI ArcGIS 9 to print a map	142
Use the Windows printer engine	142
Use the ArcPress printer engine	143
Maintain the printer	145
Clean the exterior of the printer	146
Clean the platen	146
Clean the paper-advance sensor window	148
Lubricate the printhead carriage	148
Maintain the ink cartridges	149
Perform preventive maintenance	149
Move or store the printer	150
Update the printer firmware	151
Change the ink absorber	152
Remove the ink absorber	152
Insert the ink absorber	154
Secure disk erase	155
Accessories	157
Order accessories	157
Troubleshoot print-quality issues	159
General advice	161
Troubleshooting tools	161
Optimize print quality	161
Optimization suggested actions	162
Most-common issues resolution	162
Lines are too thick, too thin, or missing	162
Lines appear stepped or jagged	163
Parts of lines or text are missing	163
Lines are printed double or in the wrong colors	164
Lines are blurred (ink bleeds from lines)	164
Lines are slightly warped	165
Dark or light horizontal lines across the image (banding)	165
The image is grainy	166
The image has a metallic hue (bronzing)	166
The printed output is not flat	167
The print smudges when touched	167
Ink marks appear on the paper	167
Smears on the front of coated paper	168
Smears or scratches on the front of glossy paper	168
Ink marks on the back of the paper	168
Defects near the top of a print	168
Colors are inaccurate	169
PANTONE* colors are inaccurate	170
Colors between different HP DesignJets do not match	170
Print with PostScript drivers	170
Print with HP-GL/2 drivers	170
Print the same HP-GL/2 file	171
The output is completely blank	171
The output contains only a partial print	172
The image is clipped	172
The image is in one portion of the printing area	173
The image is unexpectedly rotated	173
The print is a mirror image of the original	173
The print is distorted or unintelligible	173
One image overlays another on the same print	173
Pen settings seem to have no effect	174
The image has a wood-grain appearance (aeroworms)	174
A square is not square	174
Color drift on area fill edges	174
Troubleshoot paper issues	175
The paper cannot be loaded successfully	176
The paper has jammed	176
Check the printhead path	176
Check the paper path	178
Prints do not stack correctly in the bin	178
Automatic paper-cutter does not function	178
Take-up reel paper jammed	178
Take-up reel does not wind	179
Troubleshoot ink-system issues	181
Cannot insert an ink cartridge	182
Cannot insert a printhead	182
Cannot insert the maintenance cartridge	182
Front panel recommends reseating or replacing a printhead	182
Clean the printheads	182
Align the printheads	183
Reinsert printheads procedure	183
Image Quality Maintenance menu procedure	184
Scan errors during alignment	185
Troubleshoot other issues	187
The printer is not printing	188
The software program slows down or stalls while generating the print job	188
The printer seems slow	188
Communication failures between computer and printer	189
Cannot access the Embedded Web Server	189
“Out-of-memory” error message	190
The platen rollers squeak	190
Cannot access the HP DesignJet Utility	190
Print job canceled and purged when held for preview	191
Printer alerts	191
HP Customer Care	193
Introduction	194
HP Professional Services	194
Knowledge Center	194
HP Start-up Kit	194
HP Care Packs and Warranty Extensions	194
HP Installation	195
HP Instant Support	195
HP Proactive Support	195
Customer Self Repair	196
Contact HP Support	196
Telephone number	197
Overnight job scenario	199
Task 1: Handle the digital content	199
Task 2: Handle the paper	199
Task 3: Handle the ink system	200
Task 4: Handle print jobs	201
Task 5: Adjust printed images	201
Urgent walk-in job scenario	203
Task 1: Handle the digital content	203
Task 2: Handle print jobs	203
Task 3: Handle the paper	204
Task 4: Handle the ink system	205
Task 5: Adjust printed images	206
Front-panel menus	207
Paper menu	208
Job management menu	209
Ink menu	210
Setup menu	211
Image quality maintenance menu	213
Connectivity menu	214
Internal prints menu	215
Information menu	216
Front-panel error messages	217
Printer specifications	221
Functional specifications	222
Physical specifications	223
Memory specifications	223
Power specifications	224
Ecological specifications	224
Environmental specifications	224
Acoustic specifications	225
Glossary	227

Match case Limit results 1 per page

●

In the HP DesignJet Utility for Windows, select the

Tools

menu, then

HP Proactive Support

(not available in

HP DesignJet Utility 1.0).

●

In the HP Printer Monitor for Mac OS X, select

Preferences

Monitoring

Enable 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 guide.

●

Review the relevant driver documentation.

●

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

●

If you call one of the HP oﬃces, please have the following information available to help us answer your

questions more quickly:

—

The product you are using: the product number, the serial number and the service ID, which you can

ﬁnd by using the Information icon

on the front panel

—

For print quality support, print a sample that you can use to highlight the issue.

—

If there is an error code on the front panel, note it down; see

Front-panel error messages

on page

209

—

The computer you are using

—

Any special equipment or software you are using (for example, spoolers, networks, switch-boxes,

modems or special software drivers)

—

The cable you are using (by part number) and where you purchased it

188

Chapter 17

HP Customer Care

ENWW