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HP LaserJet Enterprise MFP M637 User Guide - Page 175

Solve problems, Customer support

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10 Solve problems Troubleshoot problems with the printer. Locate additional resources for help and technical support. The following information is correct at the time of publication. For current information, see http://www.hp.com/ support/ljM637MFP . For more information: HP's all-inclusive help for the printer includes the following information: ● Install and configure ● Learn and use ● Solve problems ● Download software and firmware updates ● Join support forums ● Find warranty and regulatory information Customer support Find support contact options for your HP printer. Table 10-1 Customer support options Support option Location Get telephone support for your country/ region. Country/region phone numbers are on the flyer that was in the box with the printer or at support.hp.com. Have the printer name, serial number, date of purchase, and problem description ready. Get 24-hour Internet support, and download software utilities and drivers. http://www.hp.com/support/ljM637MFP Order additional HP service or maintenance www.hp.com/go/carepack agreements. Register the printer. www.register.hp.com ENWW 167

Section	Page
Printer overview	9
Warning icons	9
Printer views	11
Printer front view	11
Printer back view	11
Interface ports	12
Control-panel view	13
Printer specifications	16
Technical specifications	16
Supported operating systems	18
Mobile printing solutions	20
Printer dimensions	20
Power consumption, electrical specifications, and acoustic emissions	23
Operating-environment range	23
Printer hardware setup and software installation	23
Paper trays	25
Load paper to Tray 1 (multipurpose tray)	26
Load Tray 1	26
Tray 1 paper orientation	27
Use alternative letterhead mode	30
Enable Alternative Letterhead Mode by using the printer control-panel menus	30
Load paper to Tray 2 and the 550-sheet trays	31
Load paper to Tray 2 and the 550-sheet trays	31
Tray 2 and the 550-sheet trays paper orientation	32
Use alternative letterhead mode	34
Enable Alternative Letterhead Mode by using the printer control-panel menus	34
Load paper to the 2,000-sheet high-capacity input tray	35
Load paper to the high-capacity input tray	35
Load and print envelopes	37
Print envelopes from Tray 1	37
Print envelopes	37
Envelope orientation	38
Load and print labels	39
Manually feed labels	39
Label orientation	39
Configure the 3-bin stapler/stacker accessory	41
Configure the default staple location	41
Configure the operation mode	42
Set the operation mode	42
Configure the selected operation mode	43
Windows® 7	43
Windows® 8.0, 8.1, and 10	43
macOS	43
Supplies, accessories, and parts	45
Order supplies, accessories, and parts	46
Ordering	46
Supplies and accessories	46
Maintenance/long-life consumables	47
Customer self-repair parts	48
Configure the HP toner-cartridge-protection supply settings	49
Introduction	49
Enable or disable the Cartridge Policy feature	50
Use the printer control panel to enable the Cartridge Policy feature	50
Use the printer control panel to disable the Cartridge Policy feature	50
Use the HP Embedded Web Server (EWS) to enable the Cartridge Policy feature	50
Use the HP Embedded Web Server (EWS) to disable the Cartridge Policy feature	51
Troubleshoot Cartridge Policy control panel error messages	51
Enable or disable the Cartridge Protection feature	52
Use the printer control panel to enable the Cartridge Protection feature	52
Use the printer control panel to disable the Cartridge Protection feature	52
Use the HP Embedded Web Server (EWS) to enable the Cartridge Protection feature	52
Use the HP Embedded Web Server (EWS) to disable the Cartridge Protection feature	53
Troubleshoot Cartridge Protection control panel error messages	53
Replace the toner cartridges	55
Toner-cartridge information	55
Remove and replace the cartridge	56
Replace the staple cartridge (stapler models only)	60
Introduction	60
Remove and replace the staple cartridge	60
Print	63
Print tasks (Windows)	64
How to print (Windows)	64
Automatically print on both sides (Windows)	64
Manually print on both sides (Windows)	65
Print multiple pages per sheet (Windows)	65
Select the paper type (Windows)	66
Additional print tasks	67
Print tasks (macOS)	68
How to print (macOS)	68
Automatically print on both sides (macOS)	68
Manually print on both sides (macOS)	68
Print multiple pages per sheet (macOS)	69
Select the paper type (macOS)	69
Additional print tasks	70
Store print jobs on the printer to print later or print privately	71
Introduction	71
Create a stored job (Windows)	71
Create a stored job (macOS)	72
Print a stored job	73
Delete a stored job	74
Delete a job that is stored on the printer	74
Change the job storage limit	74
Information sent to printer for Job Accounting purposes	74
Mobile printing	75
Introduction	75
Wi-Fi, Wi-Fi Direct Print, NFC, and BLE printing	76
Enable wireless printing	76
Change the Wi-Fi Direct name	76
HP ePrint via email	77
AirPrint	77
Android embedded printing	78
Print from a USB flash drive	79
Enable the USB port for printing	80
Method one: Enable the USB port from the printer control panel	80
Method two: Enable the USB port from the HP Embedded Web Server (network-connected printers only)	80
Print USB documents	80
Print using high-speed USB 2.0 port (wired)	82
Method one: Enable the high-speed USB 2.0 port from the printer control panel menus	82
Method two: Enable the high-speed USB 2.0 port from the HP Embedded Web Server (network-connected pr ...	82
Copy	83
Make a copy	83
Copy on both sides (duplex)	85
Additional copy tasks	86
Scan	89
Set up Scan to Email	90
Introduction	90
Before you begin	90
Step one: Access the HP Embedded Web Server (EWS)	90
Step two: Configure the Network Identification settings	91
Step three: Configure the Send to Email feature	93
Method one: Basic configuration using the Email Setup Wizard	93
Method two: Advanced configuration using the Email Setup	96
Step four: Configure the Quick Sets (optional)	101
Step five: Set up Send to Email to use Office 365 Outlook (optional)	103
Introduction	103
Configure the outgoing email server (SMTP) to send an email from an Office 365 Outlook account	103
Set up Scan to Network Folder	105
Introduction	105
Before you begin	105
Step one: Access the HP Embedded Web Server (EWS)	105
Step two: Set up Scan to Network Folder	107
Method one: Use the Scan to Network Folder Wizard	107
Method two: Use Scan to Network Folder Setup	109
Step one: Begin the configuration	109
Step two: Configure the Scan to Network Folder settings	110
Step one: Begin the configuration	110
Dialog one: Set the Quick Set name, description, and options for user interaction at the control pan ...	110
Dialog two: Folder Settings	111
Configure the destination folder for scanned documents	112
Option 1: Configure the printer to save to a shared folder or FTP folder	112
Option 2: Configure the printer to save to a personal shared folder	114
Select the destination folder permissions	116
Option 1: Configure read and write access	116
Option 2: Configure write access only	116
Dialog three: Notification Settings	116
Dialog four: Scan Settings	117
Dialog five: File Settings	117
Dialog six: Summary	118
Step three: Complete the configuration	118
Set up Scan to SharePoint	119
Introduction	119
Before you begin	119
Step one: Access the HP Embedded Web Server (EWS)	119
Step two: Enable Scan to SharePoint and create a Scan to SharePoint Quick Set	120
Scan a file directly to a SharePoint site	121
Quick Set scan settings and options for Scan to SharePoint	123
Set up Scan to USB Drive	125
Introduction	125
Step one: Access the HP Embedded Web Server (EWS)	125
Step two: Enable Scan to USB Drive	125
Step three: Configure the Quick Sets (optional)	126
Default scan settings for Scan to USB Drive setup	127
Default file settings for Save to USB setup	127
Scan to email	129
Introduction	129
Scan to email	129
Scan to job storage	132
Introduction	132
Scan to job storage on the printer	132
Print from job storage on the printer	134
Scan to network folder	135
Introduction	135
Scan to network folder	135
Scan to SharePoint	138
Introduction	138
Scan to SharePoint	138
Scan to USB drive	140
Introduction	140
Scan to USB drive	140
Use HP JetAdvantage business solutions	142
Additional scan tasks	142
Fax	143
Set up fax	144
Introduction	144
Set up fax by using the printer control panel	144
Change fax configurations	145
Fax dialing settings	145
General fax send settings	146
Fax receive settings	146
Send a fax	147
Create a fax printing schedule	150
Block incoming faxes	151
Create a list of blocked fax numbers	151
Delete numbers from the list of blocked fax numbers	151
Additional fax tasks	151
Select the paper type (Windows)	153
Manage the printer	155
Advanced configuration with the HP Embedded Web Server (EWS)	156
Introduction	156
How to access the HP Embedded Web Server (EWS)	156
HP Embedded Web Server features	158
Information tab	158
General tab	159
Other Links list	160
Copy/Print tab	160
Scan/Digital Send tab	161
Fax tab	162
Supplies tab	163
Troubleshooting tab	163
Security tab	163
HP Web Services tab	164
Networking tab	165
Configure IP network settings	167
Printer sharing disclaimer	167
View or change network settings	167
Rename the printer on a network	167
Manually configure IPv4 TCP/IP parameters from the control panel	168
Manually configure IPv6 TCP/IP parameters from the control panel	168
Link speed and duplex settings	168
Printer security features	170
Introduction	170
Security statements	170
Assign an administrator password	171
Use the HP Embedded Web Server (EWS) to set the password	171
Provide user access credentials at the printer control panel	171
IP Security	172
Encryption support: HP High Performance Secure Hard Disks	172
Lock the formatter	172
Energy-conservation settings	173
Print with EconoMode	173
Set the sleep timer and configure the printer to use 1 watt or less of power	173
Set the sleep schedule	174
HP Web Jetadmin	174
Software and firmware updates	174
Solve problems	175
Customer support	175
Control panel help system	176
Reset factory settings	177
Introduction	177
Method one: Reset factory settings from the printer control panel	177
Method two: Reset factory settings from the HP Embedded Web Server (network-connected printers only)	177
A “Cartridge is low” or “Cartridge is very low” message displays on the printer control panel or EWS	178
Change the “Very Low” settings	179
Change the “Very Low” settings at the control panel	179
For printers with fax capability	179
Order supplies	179
Printer does not pick up paper or misfeeds	180
Introduction	180
The printer does not pick up paper	180
The printer picks up multiple sheets of paper	183
The document feeder jams, skews, or picks up multiple sheets of paper	187
Clear paper jams	188
Introduction	188
Paper jam locations	188
Auto-navigation for clearing paper jams	189
Experiencing frequent or recurring paper jams?	189
31.13.yz Clear paper jams in the document feeder	189
13.B2.D1 jam error in tray 1	192
13.B2.D2 jam error in tray 2	196
13.A3 jam error in tray 3	201
13.A4 jam error in tray 4	205
13.A4 jam error in high-capacity input (HCI) tray 4	210
13.A5 jam error in tray 5	214
13.B2 jam error in right door	218
13.B4 jam error in right door (fuser)	221
13.B9 jam error in right door (fuser)	222
13.D3 jam error in right door (duplexer)	225
13.E1 jam error in output bin	227
13.60 jam error in stapler/stacker	228
13.83 jam error in stapler/stacker	231
66.80.yz Staple jam/Stapler malfunction	233
Resolving mono print quality problems	237
Introduction	237
Troubleshoot print quality	238
Update the printer firmware	238
Print from a different software program	238
Check the paper-type setting for the print job	239
Check the paper type setting on the control panel	239
Check the paper type setting (Windows)	239
Check the paper type setting (macOS)	240
Check toner-cartridge status	241
Step one: Print the Supplies Status Page	241
Step two: Check supplies status	241
Print a cleaning page	241
Visually inspect the toner cartridge or cartridges	242
Check paper and the printing environment	243
Step one: Use paper that meets HP specifications	243
Step two: Check the environment	243
Step three: Set the individual tray alignment	243
Try a different print driver	244
Check the EconoMode settings	244
Adjust print density	245
Troubleshoot image defects	245
Improve copy image quality	253
Check the scanner glass for dirt and smudges	253
Calibrate the scanner	254
Check the paper settings	255
Check the paper selection options	255
Check the image-adjustment settings	255
Optimize copy quality for text or pictures	255
Edge-to-edge copying	256
Improve scan image quality	257
Check the scanner glass for dirt and smudges	257
Check the resolution settings	258
Check the color settings	259
Check the image-adjustment settings	259
Optimize scan quality for text or pictures	260
Check the output-quality settings	260
Improve fax image quality	261
Check the scanner glass for dirt and smudges	261
Check the send-fax resolution settings	262
Check the image-adjustment settings	262
Optimize fax quality for text or pictures	263
Check the error-correction setting	263
Check the fit-to-page setting	263
Send to a different fax machine	264
Check the sender's fax machine	264
Solve wired network problems	265
Introduction	265
Poor physical connection	265
The computer is unable to communicate with the printer	265
The printer is using incorrect link and duplex settings for the network	266
New software programs might be causing compatibility problems	266
The computer or workstation might be set up incorrectly	266
The printer is disabled, or other network settings are incorrect	266
Solve wireless network problems	267
Introduction	267
Wireless connectivity checklist	267
The printer does not print after the wireless configuration completes	268
The printer does not print, and the computer has a third-party firewall installed	268
The wireless connection does not work after moving the wireless router or printer	268
Cannot connect more computers to the wireless printer	268
The wireless printer loses communication when connected to a VPN	269
The network does not appear in the wireless networks list	269
The wireless network is not functioning	269
Reduce interference on a wireless network	269
Solve fax problems	271
Checklist for solving fax problems	272
What type of phone line are you using?	272
Are you using a surge-protection device?	272
Are you using a phone company voice-messaging service or an answering machine?	272
Does your phone line have a call-waiting feature?	272
Check fax accessory status	273
General fax problems	274
The fax failed to send	274
No fax address book button displays	274
Not able to locate the Fax settings in HP Web Jetadmin	274
The header is appended to the top of the page when the overlay option is enabled	274
A mix of names and numbers is in the recipients box	274
A one-page fax prints as two pages	274
A document stops in the document feeder in the middle of faxing	274
The volume for sounds coming from the fax accessory is too high or too low	275
Service and support	277
HP limited warranty statement	278
UK, Ireland, and Malta	279
Austria, Belgium, Germany, and Luxemburg	279
Belgium, France, and Luxemburg	280
Italy	281
Spain	281
Denmark	282
Norway	282
Sweden	282
Portugal	282
Greece and Cyprus	283
Hungary	283
Czech Republic	284
Slovakia	284
Poland	284
Bulgaria	285
Romania	285
Belgium and the Netherlands	285
Finland	286
Slovenia	286
Croatia	286
Latvia	286
Lithuania	287
Estonia	287
HP's Premium Protection Warranty: LaserJet toner cartridge limited warranty statement	287
Long life consumable and maintenance kit limited warranty statement	288
HP policy on non-HP supplies	288
HP anticounterfeit Web site	288
Data stored on the toner cartridge	289
End User License Agreement	289
Customer self-repair warranty service	293
Customer support	294
Environmental product stewardship program	295
Protecting the environment	295
Ozone production	295
Power consumption	295
Toner consumption	295
Paper use	296
Plastics	296
HP LaserJet print supplies	296
Paper	296
Material restrictions	296
Battery information	296
Disposal of waste equipment by users (EU, UK, and India)	297
Electronic hardware recycling	297
Brazil hardware recycling information	298
WEEE (Turkey)	298
Chemical substances	298
Product Power Data per European Union Commission Regulation 1275/2008 and the UK Relevant Statutory ...	298
SEPA Ecolabel User Information (China)	298
The regulation of the implementation on China energy label for printer, fax, and copier	299
Restriction on Hazardous Substances statement (India)	299
Substances Table (China)	300
Material Safety Data Sheet (MSDS)	300
EPEAT	300
Substances Table (Taiwan)	301
For more information	302
Regulatory information	303
Regulatory statements	304
Regulatory model identification numbers	304
European Union & United Kingdom Regulatory Notice	304
FCC regulations	304
Canada - Industry Canada ICES-003 Compliance Statement	305
VCCI statement (Japan)	305
EMC statement (Korea)	305
EMC statement (China)	305
Power cord instructions	305
Power cord statement (Japan)	305
Laser safety	306
Laser statement for Finland	306
Nordic Statements (Denmark, Finland, Norway, Sweden)	307
GS statement (Germany)	307
Eurasian Conformity (Armenia, Belarus, Kazakhstan, Kyrgyzstan, Russia)	307
EMI statement (Taiwan)	308
Product stability	308
Telecom (fax) statements	309
Fax Cord Statement	309
EU and UK Statement for Telecom Operation	309
Brazil (Portugueses)	309
New Zealand Telecom Statements	309
Additional FCC statement for telecom products (US)	309
Telephone Consumer Protection Act (US)	310
Industry Canada CS-03 requirements	310
Japan Telecom Mark	311
Belarus	311
Wireless statements	312
European regulatory notice	312
FCC compliance statement—United States	312
Australia statement	312
Brazil ANATEL statement	312
Canadian statements	313
Products with 5 GHz Operation Industry of Canada	313
Exposure to Radio Frequency Radiation (Canada)	313
European Regulatory Notice	313
China CMIIT Wireless Statement	313
Notice for use in Japan	313
Notice for use in Russia	313
Mexico statement	314
Taiwan statement	314
Taiwan NCC statement	314
Korean statement	314
Thailand Wireless Statement	314