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HP Officejet Pro X451 HP Officejet Pro X451 and X551 - User Guide - Page 131

Solve problems, Customer support, Problem-solving checklist

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11 Solve problems ● Customer support ● Problem-solving checklist ● Restore the factory-set defaults ● Paper feeds incorrectly or becomes jammed ● Clear jams ● Improve print quality ● The product does not print or it prints slowly ● Solve Plug and Print USB Drive printing problems (X551 Series) ● Solve product connectivity problems ● Solve wireless network problems ● Solve product software problems with Windows ● Solve product software problems with Mac Customer support Get telephone support, free during your warranty period, for your country/region Have the product name, serial number, date of purchase, and problem description ready. Country/region phone numbers are on the flyer that was in the box with your product or at www.hp.com/support/. Get 24-hour Internet product support and troubleshooting and download drivers and software, and electronic information http://www.hp.com/go/support Get support for products used with a Macintosh computer www.hp.com/go/macosx Download software utilities, drivers, and electronic information http://www.hp.com/go/support Order additional HP service or maintenance agreements www.hp.com/go/carepack Register your product www.register.hp.com Problem-solving checklist Follow these steps when trying to solve a problem with the product. ● Step 1: Check that the product power is on ENWW Customer support 117

Section	Page
Product basics	15
Product overview	16
HP Officejet Pro X451 MFP Series models	16
HP Officejet Pro X551 MFP Series models	17
Environmental features	17
Accessibility features	18
Product views	18
Front view (X451 Series)	18
Front view (X551 Series)	19
Back view	20
Interface ports	21
Serial number and model number location	22
Control panel layout (X451 Series)	23
Buttons on the Home screen (X451 Series)	24
Control panel help system	25
Control panel layout (X551 Series)	25
Buttons on the Home screen (X551 Series)	27
Control panel help system	29
Control panel menus	31
Status menu	31
Apps	31
Plug and Print (Officejet Pro X551 models only)	31
Setup Menu	32
Network menu	33
HP Web Services menu (Officejet Pro X451 models only)	35
Device Setup menu	36
Tools menu	40
Print Reports menu	41
Connect the product	43
Connect the product using a USB cable	43
CD installation	43
Connect the product to a network	44
Supported network protocols	44
Install the product on a wired network	44
Obtain the IP address	45
Install the software	45
Configure IP network settings	46
View or change network settings	46
Set or change the product password	46
Manually configure IPv4 TCP/IP parameters from the control panel	46
Link speed and duplex settings	48
HP ePrint	48
Connect the product to a wireless network (wireless models only)	49
Connect the product to a wireless network using the Wireless Setup Wizard (Officejet Pro X551)	49
Connect the product to a wireless network using WPS	49
Connect the product to a wireless network using a USB cable (Officejet Pro X451 only)	50
Install the software for a wireless product currently on the network	50
Manually connect the product to a wireless network	50
Use the product with Windows	53
Supported operating systems and printer drivers for Windows	53
Select the correct printer driver for Windows	53
HP Universal Print Driver (UPD)	55
UPD installation modes	55
Change print job settings for Windows	55
Priority for print settings	55
Change the settings for all print jobs until the software program is closed	56
Change the default settings for all print jobs	56
Change the product configuration settings	56
Remove the printer driver from Windows	57
Supported utilities for Windows	57
Use the product with Mac	59
Supported operating systems and printer drivers for Mac	59
Software for Mac computers	59
HP Utility for Mac	59
Open the HP Utility	59
HP Utility features	60
Priority for print settings for Mac	60
Change printer-driver settings for Mac	60
Change the settings for all print jobs until the software program is closed	60
Change the default settings for all print jobs	61
Change the product configuration settings	61
Remove the printer driver from Mac operating systems	62
Supported utilities for Mac	62
HP Embedded Web Server	62
Solve problems with Mac	62
Paper and print media	63
Understand paper use	63
Change the printer driver to match the paper type and size in Windows	64
Supported paper sizes	64
Supported paper types and tray capacity	67
Load paper trays	69
Load Tray 1 (multi-purpose tray on left side of the product)	69
Load Tray 2 or optional Tray 3	70
Configure trays	71
Ink cartridges	73
Ink cartridge information	73
Supplies views	74
Ink cartridge view	74
Manage ink cartridges	74
Change settings for ink cartridges	74
Print when an ink cartridge is at estimated end of life	74
Modify the Low Ink Warning Level settings from the control panel	75
Print with General Office mode	75
Store and recycle supplies	75
Recycle supplies	75
Ink cartridge storage	75
HP policy on non-HP ink cartridges	75
HP anticounterfeit website	75
Replacement instructions	76
Replace the ink cartridges	76
Solve issues with supplies	78
Check the ink cartridges	78
Refilled or remanufactured ink cartridges	78
Interpret the Print Quality Report	79
Interpret control panel messages for supplies	81
Non-HP ink cartridges installed	81
Use SETUP Cartridges	81
Do not use SETUP cartridges	81
<Color>Cartridge Low	81
<Color>Cartridge Very Low	81
Counterfeit or used <color> cartridge installed	81
Genuine HP supply installed	82
Incompatible <color>	82
Install [color] cartridge	82
Out of Ink <Color>	82
Used [color] installed, to accept press OK	82
Print	85
Print tasks (Windows)	85
Open the printer driver with Windows	85
Get help for any printing option with Windows	86
Change the number of print copies with Windows	87
Save custom print settings for reuse with Windows	87
Use a printing shortcut with Windows	87
Create printing shortcuts	88
Improve print quality with Windows	90
Select the page size with Windows	90
Select a custom page size with Windows	91
Select the paper type with Windows	91
Select the paper tray with Windows	91
Print on both sides (duplex) with Windows	91
Automatically print on both sides with Windows	91
Print multiple pages per sheet with Windows	93
Select page orientation with Windows	94
Set Advanced color options with Windows	95
Print tasks (Mac)	95
Create and use printing presets with Mac	95
Print a cover page with Mac	96
Print multiple pages on one sheet of paper with Mac	96
Print on both sides of the page (duplex printing) with Mac	97
Set the color options with Mac	97
Additional print tasks (Windows)	98
Cancel a print job	98
Cancel a print job with Windows	98
Print colored text as black (grayscale) with Windows	98
Print on special paper or labels with Windows	98
Print the first or last page on different paper with Windows	100
Scale a document to fit page size with Windows	103
Add a watermark to a document with Windows	104
Create a booklet with Windows	105
Additional print tasks (Mac OS X)	106
Cancel a print job with Mac	106
Change the paper size and type with Mac	107
Resize documents or print on a custom paper size with Mac	107
Use watermarks with Mac	107
Use HP ePrint	107
Use the HP ePrint Mobile Driver	108
AirPrint	109
Connect the printer with HP Wireless Direct	110
Connect and print from a WiFi capable mobile device	110
Connect and print from a WiFi capable computer over a wireless router and Wireless Direct	111
Connect and print from a WiFi capable computer over Wireless Direct only	111
Change from printing over USB to a Wireless Direct connection	111
Plug and Print USB Drive printing	112
For Officejet Pro X551 Series printers	112
Color	115
Adjust color	115
Change the color theme for a print job	115
Change the color options	116
Use the HP EasyColor option	117
Match colors to your computer screen	118
Print fade- and water-resistant prints	119
Manage and maintain	121
Print information pages	121
Use the HP Embedded Web Server	122
About cookies	122
Open the HP Embedded Web Server	123
Features	123
Home tab	123
Web Services tab	124
Network tab	124
Tools Tab	124
Settings Tab	125
Use HP Web Jetadmin software	125
Product security features	125
Security statements	125
Assign an administrator password in the HP Embedded Web Server	126
Control Panel Lock	126
Disable unused protocols and services	126
Administrator Settings	127
Color Access Control	127
Protected Protocols – HTTPS	127
Firewall	127
Scan-to and Fax-to Folder Authentication	127
Syslog	128
Certificates	128
Signed Firmware	128
Wireless Authentication	128
Economy settings	128
Print with General Office mode	128
Power handling	128
Set Standby	129
Set Sleep After Standby	129
Schedule On/Off	129
Clean the product	130
Clean the control panel	130
Product updates	130
Solve problems	131
Customer support	131
Problem-solving checklist	131
Step 1: Check that the product power is on	132
Step 2: Check the control panel for error messages	132
Step 3: Test print functionality	132
Step 4: Try sending a print job from a computer	132
Step 5: Test the Plug and Print USB Drive printing functionality (X551 Series)	132
Factors that affect product performance	133
Restore the factory-set defaults	133
Paper feeds incorrectly or becomes jammed	134
The product does not pick up paper	134
The product picks up multiple sheets of paper	134
Prevent paper jams	134
Clear jams	135
Jam locations	135
Clear jams in Tray 1(Multi-purpose tray)	136
Clear jams in Tray 2	139
Clear jams in optional Tray 3	140
Clear jams in the left door	141
Clear jams in the output bin	143
Clear jams in the duplexer	144
Improve print quality	146
Use the correct paper type setting in the printer driver	147
Change the paper type and size setting for Windows	147
Change the paper type and size setting for Mac	147
Adjust color	147
Change the color theme for a print job	147
Change the color options	148
Use paper that meets HP specifications	151
Check the ink cartridges	151
Refilled or remanufactured ink cartridges	151
Interpret the Print Quality Report	152
Inspect the ink cartridge for damage	153
Clean ink smears	154
Clean the printhead	154
Use the printer driver that best meets your printing needs	154
The product does not print or it prints slowly	156
The product does not print	156
The product prints slowly	157
Solve Plug and Print USB Drive printing problems (X551 Series)	157
The USB Print menu does not open when you insert the USB accessory	157
The file does not print from the USB storage device	157
The file that you want to print is not listed in the USB Print menu	158
Solve product connectivity problems	158
Solve USB direct-connect problems	158
Solve network problems	158
Poor physical connection	158
The computer is using the incorrect IP address for the product	159
The computer is unable to communicate with the product	159
The product is using incorrect link and duplex settings for the network	159
New software programs might be causing compatibility problems	159
The computer or workstation might be set up incorrectly	159
The product is disabled, or other network settings are incorrect	159
Solve wireless network problems	160
Wireless connectivity checklist	160
The control panel displays the message: The wireless feature on this product has been turned off	161
The product does not print after the wireless configuration completes	161
The product does not print, and the computer has a third-party firewall installed	161
The wireless connection does not work after moving the wireless router or product	162
Cannot connect more computers to the wireless product	162
The wireless product loses communication when connected to a VPN	163
The network does not appear in the wireless networks list	163
The wireless network is not functioning	163
Solve product software problems with Windows	163
Solve product software problems with Mac	164
The printer driver is not listed in the Print & Fax list	165
The product name does not appear in the product list in the Print & Fax list	165
The printer driver does not automatically set up the selected product in the Print & Fax list	165
A print job was not sent to the product that you wanted	165
When connected with a USB cable, the product does not appear in the Print & Fax list after the drive ...	165
You are using a generic printer driver when using a USB connection	166
Supplies and accessories	167
Order parts, accessories, and supplies	167
Part numbers	167
Service and support	169
Hewlett-Packard limited warranty statement	169
End User License Agreement	170
OpenSSL	172
Customer support	173
Product specifications	175
Physical specifications	176
Power consumption, electrical specifications, and acoustic emissions	176
Acoustic emissions	176
Environmental specifications	176
Environmental product stewardship program	179
Protecting the environment	179
Ozone production	179
Power consumption	180
Paper use	180
Plastics	180
HP Officejet print supplies	180
Return and recycling instructions	181
United States and Puerto Rico	181
Multiple returns (more than one cartridge)	181
Single returns	181
Shipping	181
Residents of Alaska and Hawaii	181
Non-U.S. returns	182
Battery disposal	182
Printer recycling	182
Paper	182
Material restrictions	182
Disposal of waste equipment by users	183
Electronic Hardware Recycling	183
Chemical substances	183
Material Safety Data Sheet (MSDS)	184
For more information	185
Substances Table (China)	185
Restriction on Hazardous Substances statement (Turkey)	185
Restriction on Hazardous Substances statement (Ukraine)	186
Restriction on Hazardous Substances statement (Vietnam)	186
Regulatory information	187
Regulatory Notices	187
Regulatory model identification number	187
FCC Statement	187
VCCI statement (Japan)	188
Power cord instructions	188
Power cord statement (Japan)	188
EMC statement (Korea)	188
GS statement (Germany)	189
European Union Regulatory Notice	189
Additional statements for wireless products	190
FCC compliance statement—United States	190
Notice to users in the US and Canada	190
Australia statement	190
Brazil ANATEL statement	190
Canadian statements	191
Japan statement	191
Korean statement	191
Taiwan statement	191
Mexico statement	192
Anonymous usage information storage	192
How do I?	193