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Solution 9: Run the Scan Diagnostic Utility, HP Scan diagnostic - driver downloads

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Chapter 14 Solution 9: Run the Scan Diagnostic Utility Solution: Download and run the Scan Diagnostic utility to find and correct problems with your product. To download and run the Scan Diagnostic utility 1. Go to: www.hp.com and click Software and driver downloads. 2. Select Download drivers and software (and firmware). 3. Type your product name and model number in the field provided, and then press Enter. 4. Select the operating system of your computer where the HP software is installed. 5. Go to the Utility section and download the HP Scan diagnostic utility. 6. Try to scan. If an error condition is identified with any of the HP software components, a red X is displayed next to the component. If there is no error condition, a green check mark is displayed next to the component. The utility is equipped with a Fix button to correct the error conditions. Cause: There was a problem with the connection between the product and the computer. If this did not solve the issue, try the next solution. Solution 10: Download and install the unexpected internal error and communications failure patch Solution: Download and install the unexpected internal error and communications failure patch. This patch resolves the An unexpected internal error has occurred error and other communication failures with the product. To install the patch 1. Go to: www.hp.com and click Software and driver downloads. 2. Select Download drivers and software (and firmware). 3. Select the operating system of your computer where the HP software is installed. 4. Go to the Patch section and download the HP Image zone/photo and imaging unexpected internal error and communications failure patch. 5. Double-click the patch to install it on the computer. 6. Try to scan. Cause: You needed to install the unexpected internal error and communications failure patch. If this did not solve the issue, try the next solution. Solution 11: Check the USB chipset and controller Solution: Check the USB chipset and controller. Scan communication errors can occur because of compatibility issues with USB chipsets installed on the computer. This can be caused by a mismatch in the 218 Troubleshooting Troubleshooting

Section	Page
Contents	4
HP Photosmart C6300 All-in-One series Help	10
HP All-in-One overview	12
The HP All-in-One at a glance	12
Control panel overview	13
Control panel features	13
Display icons	15
Display sleep state	15
Menu overview	15
Copy Menu	16
Photo Menu	16
Scan Menu	16
Setup Menu	16
Help Menu	17
Enter text using the visual keyboard	17
Use the HP Photosmart Software	18
Find more information	20
Finish setting up the HP All-in-One	22
Set your preferences	22
Set your language and country/region	22
Set the default paper tray for PictBridge/DPOF/UPnP printing	23
Enable faster browsing of photos	23
Set the energy save mode	24
Set the paper tray for printing from a Bluetooth device	24
Restore the factory defaults	24
Play a slideshow on the display	25
Connect to a computer	26
USB connection	26
Network connection	27
Set up the HP All-in-One on a wired (Ethernet) network	28
Set up the HP All-in-One on an integrated wireless (WLAN 802.11) network	30
Set up the HP All-in-One using an ad hoc wireless connection	33
Install the software for a network connection	37
Connect to additional computers on a network	38
Change the HP All-in-One from a USB connection to a network connection	38
Manage your network settings	39
Network glossary	51
Connect to a Bluetooth® device	52
What you need for a Bluetooth connection	53
Connect the HP All-in-One to a computer using a Bluetooth® wireless connection	53
Manage your Bluetooth settings	55
View and print Bluetooth settings	55
Change the device name	56
Set Bluetooth security for the HP All-in-One	57
Reset Bluetooth settings on the HP All-in-One	58
How do I?	60
Load originals and load paper	62
Load originals	62
Choose papers for printing and copying	63
Recommended papers for printing and copying	63
Recommended papers for printing only	64
Papers to avoid	65
Load paper	66
Load full-size paper or small-size photo paper	66
Load postcards, Hagaki, or index cards	69
Load envelopes	71
Load other types of paper	72
Avoid paper jams	73
Print from your computer	76
Print from a software application	76
Make the HP All-in-One the default printer	77
Change the print settings for the current job	77
Set the paper size	77
Set the paper type for printing	78
View the print resolution	78
Change the print speed or quality	79
Change the page orientation	79
Scale the document size	80
Change the saturation, brightness, or color tone	80
Preview your print job	80
Change the default print settings	81
Printing shortcuts	81
Create printing shortcuts	82
Delete printing shortcuts	82
Perform special print jobs	83
Print a borderless image	83
Print a photo on photo paper	84
Print using Maximum dpi	85
Print on both sides of the page	86
Print a multiple-page document as a booklet	87
Print multiple pages on a single sheet	89
Print a multiple-page document in reverse order	90
Reverse an image for iron-on transfers	90
Print on transparencies	91
Print a group of addresses on labels or envelopes	91
Print a poster	92
Print a Web page	93
Stop a print job	93
Use the photo features	96
Insert a memory card	96
Print photos	97
Create special projects from your photos	99
Save photos to your computer	99
Edit photos using the control panel	100
Remove red‐eye	100
Rotate a photo	101
Zoom and pan to crop a photo	101
Automatically enhance your photos	102
Print a frame around your photo	102
Adjust the brightness of your photos	103
Apply special color effects to your photos	103
Use the scan features	106
Scan an image	106
Scan an original to a computer	106
Scan an original to a memory card	107
Edit a scanned image	108
Edit a scanned document	108
Stop scanning	109
Use the copy features	110
Make a copy	110
Preview your copy job	111
Change the copy settings for the current job	111
Set the number of copies	112
Set the copy paper size	112
Set the copy paper type	112
Change copy speed or quality	114
Adjust the lightness and darkness of your copy	114
Change default copy settings	114
Perform special copy jobs	115
Resize an original to fit onto letter or A4 paper	115
Crop an original	116
Shift the left margin	117
Improve the quality of a copy	117
Stop copying	118
Use the reprint features	120
Make reprints of your photos	120
Edit a photo before reprinting	120
Fix a faded original	120
Rotate a photo	121
Zoom and pan to crop a photo	121
Adjust the brightness of your photos	122
Apply special color effects to your photos	123
Maintain the HP All-in-One	124
Work with ink cartridges	124
Information on ink cartridges and the printhead	124
Check the estimated ink levels	125
Replace the ink cartridges	126
Remove ink from your skin and clothing	129
Advanced printhead maintenance	129
Clean the printhead	130
Align the printer	131
Print a printer status report	131
Print and evaluate a print quality report	132
Clean the HP All-in-One	136
Clean the glass	136
Clean the lid backing	137
Clean the exterior	138
Turn off the HP All-in-One	138
Shop for ink supplies	140
Troubleshooting	142
View the Readme file	142
Setup troubleshooting	142
The product will not turn on	143
After setting up the product, it does not print	145
Uninstall and reinstall the software	151
Network troubleshooting	152
Wired network setup troubleshooting	152
The computer is unable to discover the product	152
The Printer not Found screen appears during installation	154
Wireless setup troubleshooting	156
During wireless network setup you do not see the SSID (network name) displayed	156
Cannot connect to network during setup	158
The Printer not Found screen appears during installation	160
Paper jams	161
Information on paper	162
Print quality troubleshooting	162
Wrong, inaccurate, or bleeding colors	163
Ink is not filling the text or graphics completely	166
The printout has a horizontal band of distortion near the bottom of a borderless print	168
Printouts have horizontal streaks or lines	169
Printouts are faded or have dull colors	171
Printouts seem blurry or fuzzy	173
Printouts are slanted or skewed	175
Ink streaks on the back of the paper	176
Paper is not picked up from the input tray	176
The text edges are jagged	178
The product prints slowly	179
Print troubleshooting	180
Envelopes print incorrectly	180
The product is not responding	182
The product prints meaningless characters	185
Nothing happens when I try to print	185
The margins are not printing as expected	189
Text or graphics are cut off at the edge of the page	190
A blank page came out while printing	191
Memory card troubleshooting	192
The Attention light blinks when I insert my memory card or storage device	193
The product does not read the memory card	193
The photos on the memory card do not transfer to my computer	195
Photos in a connected digital camera with PictBridge do not print	196
Scan troubleshooting	197
Scan fails	198
Text is incorrect or missing	200
The scan feature does not work	201
Copy troubleshooting	202
Nothing happens when I try to copy	202
Fit to Page is not working as expected	204
The image is cropped when I make a borderless copy	205
A borderless copy has white space around the edges	206
Errors	207
Product messages	207
Product stall error	209
Mechanism error	210
Photo tray problem	211
Scan errors	212
Unable to print	227
Product might not be correctly installed	232
Product was not found	235
Product could not find available scan destinations	239
Error occurred while communicating with the product	241
Missing HP Photosmart Software	245
File messages	247
Photos not found	248
Supported file types for the product	249
File corrupted	249
General user messages	249
Memory card error	250
Cannot crop	250
Card access error	251
Paper messages	253
Out of paper	254
Power and connection messages	258
Communication test failed	258
Two-way communication lost	259
Ink cartridge and printhead messages	260
Alignment failed	261
Calibration error	262
Carriage stall	263
Incompatible ink cartridges	267
Ink cartridge problem	269
Check ink cartridges	275
Install printhead and then cartridges	278
Printhead appears to be missing or damaged	282
Printhead problem	287
Sensor issue	292
Ink cartridge is missing, incorrectly installed, or not intended for your product	296
Sensor failure	301
HP warranty and support	306
Warranty	306
Ink cartridge warranty information	306
Support process	307
Before you call HP support	307
HP support by phone	308
Phone support period	308
Placing a call	308
After the phone support period	308
Additional warranty options	308
HP Quick Exchange Service (Japan)	309
HP Korea customer support	309
Prepare the HP All-in-One for shipment	310
Secure the ink system	310
Remove the control panel faceplate	310
Pack the HP All-in-One	311
Technical information	312
Specifications	312
Environmental product stewardship program	313
Paper use	314
Plastics	314
Material safety data sheets	314
Recycling program	314
HP inkjet supplies recycling program	314
Energy Star® notice	314
Attention California users	315
Battery disposal in the Netherlands	315
Battery disposal in Taiwan	315
EU battery directive	316
Disposal of waste equipment by users in private households in the European Union	317
Regulatory notices	318
Regulatory model identification number	318
FCC statement	319
Notice to users in Korea	319
VCCI (Class B) compliance statement for users in Japan	319
Notice to users in Japan about the power cord	320
Noise emission statement for Germany	320
Toxic and hazardous substance table	320
Declaration of conformity (European Economic Area)	320
HP Photosmart C6300 All-in-One series declaration of conformity	321
Regulatory wireless statements	321
Exposure to radio frequency radiation	322
Notice to users in Brazil	322
Notice to users in Canada	322
European Union regulatory notice	323
Notice to users in Taiwan	324

Match case Limit results 1 per page

Solution 9: Run the Scan Diagnostic Utility

Solution:

Download and run the

Scan Diagnostic

utility to find and correct

problems with your product.

To download and run the Scan Diagnostic utility

Go to:

www.hp.com

and click

Software and driver downloads

Select

Download drivers and software (and firmware)

Type your product name and model number in the field provided, and then press

Enter

Select the operating system of your computer where the HP software is installed.

Go to the

Utility

section and download the

HP Scan diagnostic

utility.

Try to scan.

If an error condition is identified with any of the HP software components, a red

X is displayed next to the component. If there is no error condition, a green check

mark is displayed next to the component. The utility is equipped with a

Fix

button

to correct the error conditions.

Cause:

There was a problem with the connection between the product and the

computer.

If this did not solve the issue, try the next solution.

Solution 10: Download and install the unexpected internal error and

communications failure patch

Solution:

Download and install the

unexpected internal error and

communications failure

patch.

This patch resolves the

An unexpected internal error has occurred

error and other

communication failures with the product.

To install the patch

Go to:

www.hp.com

and click

Software and driver downloads

Select

Download drivers and software (and firmware)

Select the operating system of your computer where the HP software is installed.

Go to the

Patch

section and download the

HP Image zone/photo and imaging

unexpected internal error and communications failure patch

Double-click the patch to install it on the computer.

Try to scan.

Cause:

You needed to install the

unexpected internal error and

communications failure

patch.

If this did not solve the issue, try the next solution.

Solution 11: Check the USB chipset and controller

Solution:

Check the USB chipset and controller.

Scan communication errors can occur because of compatibility issues with USB

chipsets installed on the computer. This can be caused by a mismatch in the

Chapter 14

218

Troubleshooting