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General troubleshooting tips and resources, Solve printer problems

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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 web site, www.hp.com/support. This website provides information and utilities that can help you correct many common printer problems. Check the following when you begin troubleshooting a printing problem. • For a paper jam, see Clear jams. • For paper-feed problems, such as the paper skew and paper pick, see Solve paper-feed problems. • The (Power) button is on and is not blinking. When the printer is turned on for the first time, it takes approximately 9 minutes to initialize it after the ink cartridge is installed. • The 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. • Paper 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. • Pause Printing is not selected if you are using a computer running Windows. • You are not running too many programs when you are performing a task. Close programs that you are not using or restart the computer before attempting the task again. Solve printer problems This section contains the following topics: • The printer shuts down unexpectedly • The printer is making some unexpected noises • Alignment fails • The printer is not responding (nothing prints) • The printer prints slowly • Blank or partial page printed • Something on the page is missing or incorrect • Placement of the text or graphics is wrong The printer shuts down unexpectedly Check the power and power connections • Make sure the printer's power cord is connected firmly to a functioning power outlet. For voltage requirements, see Electrical specifications. The printer is making some unexpected noises You might hear some unexpected noises made by the printer. These are the servicing sounds when the printer performs automatic servicing functions to maintain the health of the printhead. Solve printer problems 61

Section	Page
Contents	5
Get started	11
Accessibility	11
HP EcoSolutions (HP and the Environment)	11
Manage Power	12
Optimize printing supplies	13
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
Change printer settings	15
Select a mode	16
Change the mode settings	16
Change the printer settings	16
HP Digital Solutions	16
Select print paper	17
Recommended papers for printing and copying	17
Tips for selecting and using paper	17
Load an original on the scanner glass	18
Load an original in the automatic document feeder (ADF) (HP Officejet Pro 3620 only)	18
Load paper	19
Load standard-size paper	20
Load envelopes	20
Load cards	21
Maintain the printer	22
Clean the scanner glass and lid backing	22
Clean the exterior	23
Clean the automatic document feeder (ADF) (HP Officejet Pro 3620 only)	23
Restore factory defaults	25
Update the printer	25
Update the printer using the printer control panel	25
Update the printer using the embedded web server	25
Open the HP printer software (Windows)	26
Turn off the printer	26
Print	27
Print documents	27
Print documents (Windows)	27
Print documents (Mac OS X)	27
Print brochures	28
Print brochures (Windows)	28
Print brochures (Mac OS X)	28
Print on envelopes	28
Print on envelopes (Windows)	29
Print on envelopes (Mac OS X)	29
Print on special and custom-size paper	29
Print on special or custom-size paper (Mac OS X)	29
Print on both sides (duplexing)	30
Scan	32
Scan using the control panel or HP software	32
Scan an original to a computer from the printer control panel	32
Scan an original to a computer from HP printer software	32
Scan using Webscan	33
Scanning documents as editable text	33
To scan documents as editable text	33
Guidelines for scanning documents as editable text	34
Copy	36
Copy documents	36
Change copy settings	36
Save the current settings as defaults	37
Fax (HP Officejet Pro 3620 only)	38
Send a fax	38
Send a fax using the printer control panel	38
Send a fax	38
Send a fax using monitor dialing	39
Send a fax from memory	39
Schedule a fax to send later	40
Send a fax to multiple recipients	40
Send a fax from the computer	40
Send a fax manually from a phone	41
Receive a fax	42
Receive a fax manually	42
Set up backup fax	43
Reprint received faxes from memory	43
Poll to receive a fax	44
Forward faxes to another number	44
Set the paper size for received faxes	44
Set automatic reduction for incoming faxes	45
Block unwanted fax numbers	45
Add numbers to the junk fax list	45
Remove numbers from the junk fax list	45
Print a Junk List	46
Receive faxes to your computer using HP Digital Fax (Fax to PC and Fax to Mac)	46
Fax to PC and Fax to Mac requirements	46
Activate Fax to PC and Fax to Mac	46
Modify Fax to PC and Fax to Mac settings	47
Set up speed-dial entries	47
Set up and change Quick Contact entries	48
Set up and change Quick Contact group entries	48
Delete Quick Contact entries	48
Print a list of speed-dial entries	49
Change fax settings	49
Configure the fax header	49
Set the answer mode (Auto answer)	49
Set the number of rings before answering	50
Change the answer ring pattern for distinctive ring	50
Set the dial type	50
Set the redial options	51
Set the fax speed	51
Set the fax sound volume	52
Set the Error Correction Mode	52
Fax and digital phone services	52
Fax over Internet Protocol	52
Clear the fax log	53
View the Call History	53
Use reports	53
Print fax confirmation reports	54
Print fax error reports	54
Print and view the fax log	55
Print the details of the last fax transaction	55
Print a Caller ID Report	55
Print a T30 fax trace report	55
HP ePrint	56
Set up HP ePrint	56
Set up HP ePrint using the printer control panel	56
Set up HP ePrint using the embedded web server	56
Set up HP ePrint using the HP printer software	57
Use HP ePrint	57
Print using HP ePrint	58
Find the printer's email address	58
Turn off HP ePrint	58
Remove Web Services	58
Work with ink cartridges	59
Information on ink cartridges and printhead	59
Check the estimated ink level	59
Replace the ink cartridge	60
Store printing supplies	61
Anonymous usage information storage	61
Solve a problem	62
HP support	62
Obtain electronic support	62
HP support by phone	63
Before you call	63
Phone support period	63
Telephone support numbers	63
After the phone support period	64
General troubleshooting tips and resources	65
Solve printer problems	65
The printer shuts down unexpectedly	65
The printer is making some unexpected noises	65
Alignment fails	66
The printer is not responding (nothing prints)	66
The printer prints slowly	66
Blank or partial page printed	67
Something on the page is missing or incorrect	68
Placement of the text or graphics is wrong	68
Print quality troubleshooting	69
Solve paper-feed problems	71
Solve copy problems	72
No copy print out	72
Copies are blank	72
Size is reduced	72
Copy quality is poor	73
The printer prints half a page, then ejects the paper	74
Paper mismatch	74
Solve scan problems	74
Scanner did nothing	74
Scan takes too long	74
Part of the document did not scan or text is missing	75
Text cannot be edited	75
Error messages appear	76
Scanned image quality is poor	76
Scan defects are apparent	77
Solve fax problems (HP Officejet Pro 3620 only)	77
The fax test failed	77
Solve problems using HP ePrint and HP websites	86
Solve problems using HP ePrint	86
Solve problems using HP websites	87
Solve network problems	87
Solve Ethernet network problems	87
Reset the Printer Network Settings	88
Configure your firewall software to work with the printer	88
Solve printer management problems	88
Embedded web server cannot be opened	89
Troubleshoot installation issues	89
Hardware installation suggestions	90
HP software installation suggestions	90
Understand the printer status report	90
Understand the network configuration page	91
Uninstall and reinstall the HP software	93
Printhead maintenance	93
Clean the printhead	94
Align the printhead	94
Print and evaluate a print quality report	95
To print a print quality report	95
To evaluate the Print Quality Diagnostic Page	96
Clear jams	96
Clear paper jams	97
Avoid paper jams	98
Technical information	100
Warranty information	100
Hewlett-Packard limited warranty statement	101
Ink cartridge warranty information	101
Printer specifications	103
Physical specifications	103
Product features and capacities	103
Processor and memory specifications	104
System requirements	104
Network protocol specifications	104
Embedded web server specifications	104
Paper specifications	104
Understand specifications for supported paper	104
Set minimum margins	106
Guidelines for printing on both sides of a page	106
Print resolution	107
Copy specifications	107
Fax specifications (HP Officejet Pro 3620 only)	107
Scan specifications	107
HP ePrint specifications	108
HP website specifications	108
Environmental specifications	108
Electrical specifications	108
Acoustic emission specifications	108
Regulatory information	110
Regulatory Model Number	110
FCC statement	111
Notice to users in Korea	111
VCCI (Class B) compliance statement for users in Japan	111
Notice to users in Japan about the power cord	112
Noise emission statement for Germany	112
GS Declaration (Germany)	112
Notice to users of the U.S. telephone network: FCC requirements	112
Notice to users of the Canadian telephone network	113
Notice to users of the German telephone network	114
Notice to users in the European Economic Area	115
Australia wired fax statement	115
European Union Regulatory Notice	115
Environmental product stewardship program	117
Paper use	117
Plastics	117
Material safety data sheets	117
Recycling program	117
HP inkjet supplies recycling program	117
Disposal of waste equipment by users in private households in the European Union	118
Power consumption	118
Chemical Substances	119
Battery information	119
Battery disposal in Taiwan	119
Attention California users	119
Battery disposal in the Netherlands	119
RoHS notices (China only)	119
RoHS notices (Ukraine only)	120
Third-party licenses	121
HP supplies and accessories	130
Order printing supplies online	130
Supplies	130
Ink cartridges	130
HP paper	131
Additional fax setup (HP Officejet Pro 3620 only)	132
Set up faxing (parallel phone systems)	132
Select the correct fax setup for your home or office	133
Case A: Separate fax line (no voice calls received)	134
Case B: Set up the printer with DSL	135
Case C: Set up the printer with a PBX phone system or an ISDN line	136
Case D: Fax with a distinctive ring service on the same line	137
Case E: Shared voice/fax line	138
Case F: Shared voice/fax line with voice mail	139
Case G: Fax line shared with computer modem (no voice calls received)	140
Set up the printer with a computer dial-up modem	140
Set up the printer with a computer DSL/ADSL modem	141
Case H: Shared voice/fax line with computer modem	142
Shared voice/fax with computer dial-up modem	142
Shared voice/fax with computer DSL/ADSL modem	144
Case I: Shared voice/fax line with answering machine	145
Case J: Shared voice/fax line with computer modem and answering machine	146
Shared voice/fax line with computer dial-up modem and answering machine	146
Shared voice/fax line with computer DSL/ADSL modem and answering machine	148
Case K: Shared voice/fax line with computer dial-up modem and voice mail	149
Serial-type fax setup	151
Test fax setup	152
Network setup	153
Change basic network settings	153
View and print network settings	153
Change advanced network settings	153
View IP settings	153
Change IP settings	153
Reset network settings	154
Printer management tools	155
Toolbox (Windows)	155
Open the Toolbox	155
HP Utility (Mac OS X)	155
To open HP Utility	155
Embedded web server	155
About cookies	156
To open the embedded web server	156

Match case Limit results 1 per page

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 web site,

www.hp.com/support. This website provides information and utilities that can help you

correct many common printer problems.

Check the following when you begin troubleshooting a printing problem.

•

For a paper jam, see

Clear jams.

•

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

Solve paper-feed problems.

•

The

(Power) button is on and is not blinking. When the printer is turned on for the first time, it takes

approximately 9 minutes to initialize it after the ink cartridge is installed.

•

The 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.

•

Paper 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

Print & Scan

section of the

System Preferences

See your computer's documentation for more information.

•

Pause Printing

is not selected if you are using a computer running Windows.

•

You are not running too many programs when you are performing a task. Close programs that you are not

using or restart the computer before attempting the task again.

Solve printer problems

This section contains the following topics:

•

The printer shuts down unexpectedly

•

The printer is making some unexpected noises

•

Alignment fails

•

The printer is not responding (nothing prints)

•

The printer prints slowly

•

Blank or partial page printed

•

Something on the page is missing or incorrect

•

Placement of the text or graphics is wrong

The printer shuts down unexpectedly

Check the power and power connections

•

Make sure the printer's power cord is connected firmly to a functioning power outlet. For voltage

requirements, see

Electrical specifications.

The printer is making some unexpected noises

You might hear some unexpected noises made by the printer. These are the servicing sounds when the printer

performs automatic servicing functions to maintain the health of the printhead.

Solve printer problems