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HP Designjet T920 HP Designjet T920 and T1500 ePrinter series - User's Guide - Page 190

Cannot access the HP Utility, Cannot access the Embedded Web Server, Cannot connect to the Internet - parts manual

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● If your printer is connected to your computer through any other intermediate devices, such as switch boxes, buffer boxes, cable adapters, cable converters, etc., try using it when connected directly to your computer. ● Try another interface cable. ● Ensure that the graphic language setting is correct, see Change the graphic language setting on page 42. Cannot access the HP Utility If you have not done so already, please read Access the HP Utility on page 39. Make sure your printer driver is available and working correctly for the HP Designjet Utility in Windows. From the front panel, press , then , then Connectivity > Network Connectivity > Advanced > Web Services > Printer utility software, and make sure that it is enabled. If it is disabled, some parts of the HP Utility may not work properly. Cannot access the Embedded Web Server If you have not done so already, please read Access the Embedded Web Server on page 39. From the front panel, press , then Embedded Web Server > Allow EWS > On. , then Connectivity > Network connectivity > Advanced > If you are using a proxy server, try bypassing the server and accessing the Web server directly. ● In Internet Explorer for Windows, go to Tools > Internet Options > Connections > LAN Settings, and check the Bypass proxy server for local addresses box. Alternatively, for more precise control, click the Advanced button and add the printer's IP address to the list of exceptions, for which the proxy server is not used. ● In Safari for Mac OS X, go to Safari > Preferences > Advanced and click the Proxies: Change Settings button. Add the printer's IP address or its domain name to the list of exceptions, for which the proxy server is not used. If you still cannot connect, switch the printer off and back on with the Power key on the front panel. Cannot connect to the Internet If your printer has difficulty in connecting to the Internet, it may start the Connectivity Wizard automatically. You can also start the wizard manually at any time. ● From the front panel: Press , then , then Connectivity > Connectivity wizard. ● From the front panel: Press , then , then Internal prints > Service information prints > Print connectivity config. In this case, the results are printed out. NOTE: The results printed out are from the last run of the Connectivity wizard, so you must already have run the Connectivity wizard in order to get any results. The Connectivity Wizard performs a series of tests automatically. You can also choose to perform individual tests. From the front panel, press , then , then Connectivity > Diagnostics & troubleshooting. The following options are available. 182 Chapter 20 Troubleshooting general printer issues ENWW

Section	Page
Introduction	9
Safety precautions	10
HP Start-Up Kit	11
Using this guide	11
Introduction	11
Use and maintenance	11
Troubleshooting	11
Accessories, support and specifications	12
Glossary	12
Index	12
Warnings and Cautions	12
Printer models	12
The printer’s main features	13
The printer’s main components	14
Front view	14
Rear view	15
Communication ports	15
The front panel	16
Information screen	18
Sleep mode	18
Printer software	18
Web Services	19
HP Designjet ePrint & Share	19
Print from virtually anywhere	19
Save your files online in the cloud	20
Collaborate with ease	20
Turn the printer on and off	20
The printer’s internal prints	20
Installing the software	22
Connect the printer to your network	23
Network configuration	23
Using IPv6	23
Using IPSec	24
Connect a computer to the printer by network (Windows)	24
Uninstall the printer software (Windows)	25
Connect a computer to the printer by network (Mac OS X)	25
Bonjour connection	25
TCP/IP connection	26
Uninstall the printer software (Mac OS X)	27
Setting up the printer	28
Introduction	29
Set up your Web-connected printer	29
Web Services manual configuration	29
Configure the printer’s Internet connection	29
Configure firmware updates	30
Set remote printing preferences	30
Paper suitability options	31
Paper mismatch action	31
Roll switching options (T1500 series)	31
Turn nesting on and off (T1500 series)	31
Turn usage information on and off	32
Turn e-mail notifications on and off	33
Turn alerts on and off	33
Control access to the printer	34
Front-panel security settings	34
Embedded Web Server security settings	34
Disable your HP ePrint Center connection	35
Require account ID (T1500 series)	35
Set Windows driver preferences	35
Network configuration	37
Introduction	38
Verify correct operation	38
Preconfigure network settings if required	38
Tools for preconfiguration	38
Add the printer to your network system	39
Client-server printing	39
UNIX or Linux systems	39
Troubleshooting	39
IO Configuration page	39
LEDs	39
Link troubleshooting	39
Link configuration methods	40
Reset network parameters	40
Control network protocols	41
Enable or disable network protocols	41
Front-panel menu items	41
Embedded services	44
Supported network protocols	45
Personalizing the printer	46
Change the language of the front-panel display	47
Access the HP Utility	47
Access the Embedded Web Server	47
Change the language of the HP Utility	48
Change the language of the Embedded Web Server	48
Change the sleep mode setting	48
Change the auto-off setting	48
Change the loudspeaker volume	48
Change the front-panel display brightness	49
Change the units of measurement	49
Configure network settings	49
Change the graphic language setting	50
Manage ePrinter security	50
Change your printer’s email address	51
Paper handling	52
General advice	53
Load a roll onto the spindle	54
Load a roll into the printer	56
Unload a roll	59
Quick procedure with paper on the roll	59
Front panel procedure with paper on the roll	59
Load a single sheet	60
The stacker	61
Manual printing with the stacker open	62
The basket	64
View information about the paper	64
Paper presets	64
Printing paper info	65
Move the paper	65
Maintain paper	65
Change the drying time	66
Change the retrieval time	66
Turn the automatic cutter on and off	66
Feed and cut the paper	66
Working with two rolls (T1500 series)	68
The uses of a multiroll printer	68
How the printer allocates jobs to paper rolls	68
Printing	70
Introduction	71
Print from a USB flash drive	71
Print from a computer using the Embedded Web Server or HP Utility (T1500 series)	72
Print from a computer using a printer driver	73
Advanced print settings	73
Select print quality	73
Select paper size	74
Custom paper sizes	74
Select margins options	76
Print on loaded paper	76
Rescale a print	77
Change the treatment of overlapping lines	77
Preview a print	78
Print a draft	78
High-quality printing	78
If you have a high-resolution image	79
If you have printhead problems	79
Print in gray shades	79
Print with no margins (T1500 series)	80
Print with crop lines (T1500 series)	80
Use paper economically	81
Nest jobs to save roll paper (T1500 series)	81
When does the printer try to nest pages?	81
What pages can be nested?	82
Which pages qualify for nesting?	82
How long does the printer wait for another file?	82
Use ink economically	82
Roll protection (T1500 series)	83
Unattended printing/overnight printing (T1500 series)	83
Print from iOS with AirPrint	84
Web-connected printing	86
Introduction	87
Enable Cloud printing for your printer	87
Print through the Cloud with HP Designjet ePrint & Share	87
Print by email	88
Print from a smartphone or tablet	88
View and print from the HP Designjet ePrint & Share website	90
Print from HP Designjet ePrint & Share using the printer’s front panel	91
View and print from other content repositories	93
Create your Online Print History	93
Share files in your Online Print History	93
HP Designjet ePrint & Share security	93
Job queue management (T920 PS and T1500 series)	95
Introduction	96
The job queue in the front panel (T920 PS and T1500 series)	96
Job queue page	96
Job preview	96
Select when to print a job in the queue	96
Prioritize a job in the queue	97
Pause a job in the queue	97
Reprint a job from the queue	97
Delete a job from the queue	97
Delete all jobs	97
Turn off the job queue	98
The job queue in the Embedded Web Server or HP Utility (T1500 series)	99
Job queue page	99
Job preview	99
Select when to print a job in the queue	100
Prioritize a job in the queue	100
Delete a job from the queue	100
Reprint or copy a job in the queue	100
Job status messages	101
Reactivate a job on hold	102
Turn off the job queue	102
Color management	103
Introduction	104
How colors are represented	104
A summary of the color management process	104
Color calibration	104
Color management from printer drivers	105
Color management options	105
Printer emulation	106
Color adjustment options	106
Printing in color	107
Printing in grayscale	107
Color management from printer drivers (PostScript printers)	108
HP Professional PANTONE Emulation	108
Color emulation	109
CMYK color emulation	109
RGB color emulation	110
Color management from the Embedded Web Server (T1500 series)	111
Submit Job options	111
Rendering intent	111
Perform black point compensation	111
Color management from the front panel	112
Practical printing examples	113
Print from Adobe Acrobat	114
Print from Autodesk AutoCAD	116
Using printer emulation	119
Using clip contents by margins	119
Print from Adobe Photoshop	119
Print and scale from Microsoft Office	121
Using PowerPoint	121
Using Project	123
Using Excel	125
Retrieving printer usage information	128
Get printer accounting information	129
Check usage statistics	129
Check usage statistics for a job	129
Accounting statistics with the HP Utility (T1500 series)	130
Accounting statistics with the Embedded Web Server	130
Request accounting data by email	130
Handling ink cartridges and printhead	132
About the ink cartridges	133
Check the ink cartridges status	133
HP Utility procedures	133
Remove an ink cartridge	133
Insert an ink cartridge	134
Safe mode	136
About the printhead	136
Check the printhead status	136
Remove the printhead	137
Insert the printhead	139
Storage of anonymous usage information	142
Maintaining the printer	143
Check printer status	144
Clean the exterior of the printer	144
Maintain the ink cartridges	144
Move or store the printer	144
Update the firmware	145
Automatic firmware updates	145
Manual firmware updates	145
Update the software	146
Printer maintenance kits	146
Secure File Erase	146
Disk Wipe	147
Supplies and accessories	148
How to order supplies and accessories	149
Order ink supplies	149
Order paper	149
Order accessories	152
Introduction to the accessories	152
PostScript Upgrade	152
Spindle	152
3-in Spindle Adaptor Kit	153
Troubleshooting paper issues	154
The paper cannot be loaded successfully	155
Unsuccessful roll load	155
Unsuccessful sheet load	155
Paper loading error messages	155
The paper type is not in the list	156
Transparent or translucent film	156
Photo paper	156
Bond and coated or technical paper	156
Black ink is easily removed when touched	156
After printing, the paper has wrinkles or there is too much ink	157
The printer printed on the wrong paper type	157
An “on hold for paper” message	157
Which criteria are used to decide on which roll a job will be printed?	157
When is a job put on hold for paper?	157
If I load a new roll of paper, will jobs that were on hold for paper be automatically printed?	158
I don’t like jobs being put on hold for paper. Can I prevent it?	158
I set the option “Paper mismatch action” to “Print anyway”, but some jobs are still put on hold (Win ...	158
My job is exactly as wide as the roll of paper that is loaded on the printer, but is put on hold for ...	158
The paper has jammed in the print platen	158
The paper has jammed in the stacker	163
The printer reports unexpectedly that the stacker is full	163
The printer displays out of paper when paper is available	163
Prints do not fall neatly into the basket	163
The print remains in the printer after printing has completed	163
The cutter does not cut well	164
The roll is loose on the spindle	164
Troubleshooting print-quality issues	165
General advice	167
Print-quality troubleshooting wizard	167
Recalibrate the paper advance	167
Recalibrating the paper advance procedure	168
Return to default calibration	169
Horizontal lines across the image (banding)	169
Lines are too thick, too thin or missing	170
Lines appear stepped or jagged	171
Lines print double or in the wrong colors	171
Lines are discontinuous	172
Lines are blurred	172
Line lengths are inaccurate	173
The whole image is blurry or grainy	173
The paper is not flat	174
The print is scuffed or scratched	174
Ink marks on the paper	174
Horizontal smears on the front of the paper	174
Other smears on the paper	175
Black ink comes off when you touch the print	175
Edges of objects are stepped or not sharp	176
Edges of objects are darker than expected	176
Horizontal lines at the end of a cut sheet print	176
Vertical bands of different colors	176
White spots on the print	177
Colors are inaccurate	177
Color accuracy using EPS or PDF images in page layout applications	177
Colors are fading	178
The image is incomplete (clipped at the bottom)	178
The image is clipped	178
Some objects are missing from the printed image	179
A PDF file is clipped or objects are missing	179
The Image Diagnostics Print	179
Corrective action	181
If you still have a problem	181
Troubleshooting ink cartridge and printhead issues	183
Cannot insert an ink cartridge	184
Ink cartridge status messages	184
Cannot insert the printhead	184
The front-panel display recommends reseating or replacing the printhead	184
Clean the printhead	185
Align the printhead	185
Printhead status messages	186
Troubleshooting general printer issues	187
The printer will not start	188
The printer does not print	188
The printer seems slow	189
The printer behaves strangely	189
Communication failures between computer and printer	189
Cannot access the HP Utility	190
Cannot access the Embedded Web Server	190
Cannot connect to the Internet	190
Web Services issues	191
Automatic file system check	191
Alerts	191
Front-panel error messages	193
The system error log	195
HP Customer Care	196
Introduction	197
HP Professional Services	197
HP Support Center	197
HP Start-Up Kit	197
HP Care Packs and Warranty Extensions	197
HP Installation	198
HP Proactive Support	198
Customer Self Repair	198
Contact HP Support	199
How to contact HP Support	199
Printer specifications	200
Functional specifications	201
Physical specifications	202
Memory specifications	202
Power specifications	203
Environmental specifications	203
Acoustic specifications	203
Glossary	204

Match case Limit results 1 per page

●

If your printer is connected to your computer through any other intermediate devices, such as switch

boxes, buffer boxes, cable adapters, cable converters, etc., try using it when connected directly to your

computer.

●

Try another interface cable.

●

Ensure that the graphic language setting is correct, see

Change the graphic language setting

on page

Cannot access the HP Utility

If you have not done so already, please read

Access the HP Utility

on page

Make sure your printer driver is available and working correctly for the HP Designjet Utility in Windows.

From the front panel, press

, then

Connectivity

Network Connectivity

Advanced

Web Services

Printer utility software

, and make sure that it is enabled. If it is disabled, some parts of the

HP Utility may not work properly.

Cannot access the Embedded Web Server

If you have not done so already, please read

Access the Embedded Web Server

on page

From the front panel, press

, then

Connectivity

Network connectivity

Advanced

Embedded Web Server

Allow EWS

If you are using a proxy server, try bypassing the server and accessing the Web server directly.

●

In Internet Explorer for Windows, go to

Tools

Internet Options

Connections

LAN Settings

, and

check the

Bypass proxy server for local addresses

box. Alternatively, for more precise control, click

the

Advanced

button and add the printer's IP address to the list of exceptions, for which the proxy

server is not used.

●

In Safari for Mac OS X, go to

Safari

Preferences

Advanced

and click the

Proxies: Change Settings

button. Add the printer's IP address or its domain name to the list of exceptions, for which the proxy

server is not used.

If you still cannot connect, switch the printer off and back on with the

Power

key on the front panel.

Cannot connect to the Internet

If your printer has difficulty in connecting to the Internet, it may start the Connectivity Wizard automatically.

You can also start the wizard manually at any time.

●

From the front panel: Press

, then

Connectivity

Connectivity wizard

●

From the front panel: Press

, then

Internal prints

Service information prints

Print connectivity config.

In this case, the results are printed out.

NOTE:

The results printed out are from the last run of the Connectivity wizard, so you must already

have run the Connectivity wizard in order to get any results.

The Connectivity Wizard performs a series of tests automatically. You can also choose to perform individual

tests. From the front panel, press

, then

Connectivity

Diagnostics & troubleshooting

The following options are available.

182

Chapter 20

Troubleshooting general printer issues

ENWW