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HP Officejet Pro 251dw HP Officejet Pro 251dw - User Guide - Page 56

Phone support period, After the phone support period, General troubleshooting tips and resources

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Chapter 5 • Messages that appear when the situation occurs • Answers to these questions: ◦ Has this situation happened before? ◦ Can you re-create it? ◦ Did you add any new hardware or software to your computer at about the time that this situation began? ◦ Did anything else occur prior to this situation (such as a thunderstorm or moving the printer)? Phone support period One year of phone support is available in North America, Asia Pacific, and Latin America (including Mexico). After the phone support period After the phone support period, help is available from HP at an additional cost. Help may also be available at the HP online support website: www.hp.com/support. This website provides information and utilities that can help you correct many common printer problems. Contact your HP dealer or call the support phone number for your country/ region to learn more about support options. General troubleshooting tips and resources NOTE: Many of the following steps require HP software. If you did not install the HP software, you can install it using the HP software CD included with the printer, or you can download the HP software from the HP support website www.hp.com/support. This website provides information and utilities that can help you correct many common printer problems. Check or do the following before you begin troubleshooting: • Try turning the printer off and then on again. • For a paper jam, see Clear jams. • For paper-feed problems, such as the paper skew and paper pick, see Solve paperfeed problems. • (Power button) light is on and not blinking. When the printer is turned on for the first time, it takes approximately 12 minutes to initialize it after the ink cartridges are installed. • Power cord and other cables are working, and are firmly connected to the printer. Make sure the printer is connected firmly to a functioning alternating current (AC) power outlet, and is turned on. For voltage requirements, see Electrical specifications. • Media is loaded correctly in the input tray and is not jammed in the printer. • All packing tapes and materials are removed. • The printer is set as the current or default printer. For Windows, set it as the default in the Printers folder. For Mac OS X, set it as the default in the Print & Fax or Print & Scan section of the System Preferences. See your computer's documentation for more information. 52 Solve a problem

Section	Page
Contents	5
Get started	11
Accessibility	11
HP EcoSolutions (HP and the Environment)	12
Understand the printer parts	13
Front view	13
Printing supplies area	14
Back view	14
Use the printer control panel	15
Overview of buttons and lights	15
Control panel display icons	16
Change printer settings	17
Select the mode	17
Change printer settings	18
Select paper	18
Recommended papers for printing	18
Recommended papers for photo printing	19
Tips for selecting and using paper	20
Load paper	20
Load standard-size paper	20
Load envelopes	21
Load cards and photo paper	22
Load custom-size paper	23
Insert a memory device	24
Install the accessories	25
Install the automatic two-sided printing accessory (duplexer)	25
Install Tray 2	26
Configure trays	27
Turn on accessories in the printer driver	28
To turn on accessories (Windows)	28
To turn on accessories (Mac OS X)	28
Maintain the printer	29
Clean the exterior	29
Update the printer	29
Update the printer using the embedded web server	29
Update the printer using the printer control panel	29
Open the printer software (Windows)	30
Turn the printer off	30
Restore factory defaults	30
Print	31
Print documents	31
Print documents (Windows)	31
Print documents (Mac OS X)	32
Print brochures	32
Print brochures (Windows)	33
Print brochures (Mac OS X)	33
Print on envelopes	34
Print on envelopes (Windows)	34
Print on envelopes (Mac OS X)	35
Print photos	35
Print photos on photo paper (Windows)	35
Print photos on photo paper (Mac OS X)	36
Print photos from a memory device	36
Print on special and custom-size paper	37
Print on special or custom-size paper (Windows)	37
Print on special or custom-size paper (Mac OS X)	38
Set up custom sizes (Mac OS X)	38
HP ePrint	39
HP Wireless Direct	39
Turn on HP wireless direct printing	40
Print from a wireless-capable mobile device	40
Print from a wireless-capable computer	40
Print from a wireless-capable computer (Windows)	41
Print from a wireless-capable computer (Mac OS X)	41
Print on both sides (duplexing)	41
View Print Resolutions	43
Web Services	44
What are Web Services?	44
HP ePrint	44
Printer Apps	44
Set up Web Services	45
Set up Web Services using the HP printer software	45
Set up Web Services using the printer’s control panel	45
Set up Web Services using the embedded web server	46
Use Web Services	46
HP ePrint	46
Print using HP ePrint	47
Find the printer's email address	47
Turn off HP ePrint	47
Printer Apps	47
Use Printer Apps	47
Manage Printer Apps	48
Turn off Printer Apps	48
Remove Web Services	48
Work with ink cartridges	49
Information on ink cartridges and the printhead	49
Check the estimated ink levels	50
Print when one or more ink cartridges are depleted	50
Replace the ink cartridges	51
Store printing supplies	52
Anonymous Usage Information Storage	52
Solve a problem	54
HP support	54
Obtain electronic support	55
HP support by phone	55
Before you call	55
Phone support period	56
After the phone support period	56
General troubleshooting tips and resources	56
Solve printer problems	57
The printer shuts down unexpectedly	57
Alignment fails	57
The printer is not responding (nothing prints)	57
The printer prints slowly	58
The printer is making some unexpected noises	59
Blank or partial page printed	60
Something on the page is missing or incorrect	60
Placement of the text or graphics is wrong	61
Print quality troubleshooting	61
Solve paper-feed problems	66
Solve problems using Web Services and HP websites	67
Solve problems using Web Services	68
Solve problems using HP websites	69
Solve memory device problems	69
The printer cannot read the memory device	69
The printer cannot read photos on the memory device	69
Solve Ethernet network problems	70
General network troubleshooting	70
Solve wireless problems	70
Basic wireless troubleshooting	70
Step 1 - Make sure the wireless (802.11) light is turned on	71
Step 2 - Restart components of the wireless network	71
Step 3 - Run the Print Wireless Network Test	71
Advanced wireless troubleshooting	71
Step 1 - Make sure your computer is connected to your network	72
Step 2 - Make sure that the printer is connected to your network	73
Step 3 - Make sure your computer is not connected to your network over a Virtual Private Network (VP ...	74
Step 4 - Make sure the printer is online and ready	74
Step 5 - Make sure the wireless version of the printer is set as the default printer driver (Windows ...	75
Step 6 - Check to see if the firewall software is blocking communication	75
After resolving the problems	76
Configure your firewall software to work with the printer	76
Solve printer management problems	77
Embedded web server cannot be opened	77
Troubleshoot installation issues	78
Hardware installation suggestions	78
HP software installation suggestions	79
Solve network problems	79
Understand the Printer Status Report	80
Printhead maintenance	82
Clean the printhead	82
Calibrate the linefeed	83
Align the printhead	83
Reinstall the printhead	84
Understand the network configuration page	86
Clear jams	88
Clear paper jams	88
Avoid paper jams	90
Technical information	91
Warranty information	91
Hewlett-Packard limited warranty statement	92
Ink cartridge warranty information	93
Printer specifications	94
Physical specifications	94
Product features and capacities	94
Processor and memory specifications	95
System requirements	95
Network protocol specifications	95
Embedded web server specifications	95
Paper specifications	96
Understand specifications for supported paper	96
Set minimum margins	99
Guidelines for printing on both sides of a page	99
Print specifications	100
Web Services specifications	100
HP ePrint	100
Printer Apps	100
HP website specifications	100
Environmental specifications	100
Electrical specifications	101
Acoustic emission specifications	101
Memory device specifications	101
Memory card specifications	101
USB flash drives	101
Regulatory information	103
FCC statement	103
Notice to users in Korea	104
VCCI (Class B) compliance statement for users in Japan	104
Notice to users in Japan about the power cord	104
Noise emission statement for Germany	104
European Union Regulatory Notice	104
GS Declaration (Germany)	106
Regulatory information for wireless products	106
Exposure to radio frequency radiation	106
Notice to users in Brazil	106
Notice to users in Canada	107
Notice to users in Taiwan	107
Notice to users in Mexico	108
Notice to users in Japan	108
Regulatory model number	108
Environmental product stewardship program	109
Paper use	109
Plastics	109
Material safety data sheets	109
Recycling program	109
HP inkjet supplies recycling program	109
Disposal of waste equipment by users in private households in the European Union	110
Power consumption	111
Chemical Substances	111
Battery information	111
Battery disposal in the Netherlands	111
Battery disposal in Taiwan	111
California Perchlorate Material Notice	112
RoHS notices (China only)	112
Restriction of hazardous substance (Ukraine)	112
Third-party licenses	113
HP supplies and accessories	122
Order printing supplies online	122
Supplies	122
Ink cartridges and printheads	122
HP paper	123
Network setup	124
Change basic network settings	124
View and print network settings	124
Turn the wireless radio on and off	124
Change advanced network settings	124
Set link speed	125
View IP settings	125
Change IP settings	125
Configure the printer’s firewall settings	125
Creating and using firewall rules	125
Reset network settings	127
Set up the printer for wireless communication	127
Before you begin	127
Set up the printer on your wireless network	128
Set up the printer using the HP printer software	128
Set up the printer using the Wireless Setup Wizard	128
Set up the printer using WiFi Protected Setup (WPS)	129
Set up the printer using the embedded web server (EWS)	129
Change the connection type	130
Test the wireless connection	131
Guidelines for ensuring wireless network security	131
Overview of security settings	131
Add hardware addresses to a wireless router (MAC filtering)	131
Other wireless security guidelines	132
Guidelines for reducing interference on a wireless network	132
Uninstall and reinstall the HP software	132
Windows	133
Mac OS X	133
Printer management tools	134
Toolbox (Windows)	134
HP Utility (Mac OS X)	134
Embedded web server	134
About cookies	135
To open the embedded web server	135
Embedded web server features	135
Product security features	137
Assign an administrator password in the embedded web server	137
Control panel lock	137
Disable unused protocols and services	137
Administrator settings	138
Color access control	138
Protected protocols – HTTPS	138
Firewall	138
Syslog	138
Certificates	138
Signed firmware	138
Wireless authentication	139

Match case Limit results 1 per page

•

Messages that appear when the situation occurs

•

Answers to these questions:

◦

Has this situation happened before?

◦

Can you re-create it?

◦

Did you add any new hardware or software to your computer at about the time

that this situation began?

◦

Did anything else occur prior to this situation (such as a thunderstorm or moving

the printer)?

Phone support period

One year of phone support is available in North America, Asia Pacific, and Latin America

(including Mexico).

After the phone support period

After the phone support period, help is available from HP at an additional cost. Help may

also be available at the HP online support website:

www.hp.com/support. This website

provides information and utilities that can help you correct many common printer

problems. Contact your HP dealer or call the support phone number for your country/

region to learn more about support options.

General troubleshooting tips and resources

NOTE:

Many of the following steps require HP software. If you did not install the HP

software, you can install it using the HP software CD included with the printer, or you

can download the HP software from the HP support website

www.hp.com/support.

This website provides information and utilities that can help you correct many common

printer problems.

Check or do the following before you begin troubleshooting:

•

Try turning the printer off and then on again.

•

For a paper jam, see

Clear jams.

•

For paper-feed problems, such as the paper skew and paper pick, see

Solve paper-

feed problems.

•

(Power button) light is on and not blinking. When the printer is turned on for the

first time, it takes approximately 12 minutes to initialize it after the ink cartridges are

installed.

•

Power cord and other cables are working, and are firmly connected to the printer.

Make sure the printer is connected firmly to a functioning alternating current (AC)

power outlet, and is turned on. For voltage requirements, see

Electrical

specifications.

•

Media is loaded correctly in the input tray and is not jammed in the printer.

•

All packing tapes and materials are removed.

•

The printer is set as the current or default printer. For Windows, set it as the default

in the Printers folder. For Mac OS X, set it as the default in the

Print & Fax

& Scan

section of the

System Preferences

. See your computer's documentation for

more information.

Chapter 5

Solve a problem