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HP Scanjet Enterprise 8500 HP Scanjet Enterprise 8500 fn1 - User Guide - Page 83

Troubleshooting, Scan errors

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9 Troubleshooting This section contains solutions for common problems with the product. ● Scan errors ● Basic troubleshooting tips ● Installation problems ● Initialization or hardware problems ● The product has paused or shut down ● Paper feeding problems ● The product has stopped working correctly ● Solve e-mail problems ● Solve network problems ● Restore factory settings ● Contact HP Support For additional troubleshooting, see the Help for the HP scanning program that you are using. Scan errors Follow the displayed instructions and, if applicable, video to resolve an error. Error ADF empty Automatic calibration failed Communication failed Fan failed Hardware error Hatch open Lamp failed Mispick Multi-pick Multi-pick sensor failed Paper jam Description No document was detected in the document feeder. A hardware failure occurred when the product attempted to calibrate prior to scanning. A scanner communication failure occurred. The product's fan failed. A hardware failure occurred. The hatch on the document feeder is open or not securely latched. The product lamp failed. The product has detected a document feeder page mispick (for example, no pages fed through the product). The product has detected a multiple-page feed error. The product's multi-pick paper sensor has failed. The product has detected a document feeder paper jam. Scan errors 75

Section	Page
Product basics	9
Product features	9
Front view	11
Back view	12
Sleep Mode	12
Auto-shutdown feature	13
Control panel	14
Control-panel layout	14
Interpret control panel status lights	16
Control panel messages	16
Home screen	17
Buttons on the touch screen	18
Control-panel help system	18
Administration - Configure the product	19
Supported utilities for Windows	19
HP Web Jetadmin	19
Embedded Web Server	19
HP Digital Sending Software (HP DSS)	20
Supported network protocols	20
Supported e-mail protocols	21
Basic configuration using the Administration menu	22
Navigate the Administration menu	22
Jetdirect menus	23
Configure language settings	29
Configure time settings	30
Assign IP address	30
Set up and configure e-mail settings using the E-mail Setup Wizard	31
Manually configure IPv4 TCP/IP parameters from the control panel	31
Manually configure IPv6 TCP/IP parameters from the control panel	32
Disable network protocols (optional)	32
Link speed and duplex settings	32
Basic configuration using the Embedded Web Server	33
View or change network settings	33
Set or change the administrator password	33
Configure e-mail options	34
Save to Network Folder Setup	34
Configure USB storage device settings	34
Configure Quick Sets	35
Configure general security settings	35
Configure access control security settings	35
Additional configuration using the Embedded Web Server	36
Administration - Manage the product	37
Use information pages	37
Use the Embedded Web Server	38
Open the Embedded Web Server	38
Embedded Web Server options	38
Use HP Web Jetadmin software	39
Controlling digital-sending security	39
Network authentication	40
Secure e-mail	40
Restrict software access	40
Security features	40
Secure the Embedded Web Server	40
Manage temporary job files	41
Secure Storage Erase	41
Data affected	42
Secure File Erase	42
Secure Disk Erase	42
HP High-Performance Secure Hard Disks	42
Manage certificates	42
Load a certificate	43
Load a certificate revocation list (CRL)	43
Authentication and authorization	43
Energy settings	44
Upgrade the firmware	44
Backup product data	45
Restore product data	45
Load originals	46
Use the automatic document feeder (ADF)	46
Document loading tips	46
Document loading tips for mixed-size documents	47
How to load documents	48
Use the scanning glass	49
Scan and send documents	51
Sign in	51
New scanner features	51
Preview a scan	52
Use the Image Preview screen	53
Send a scanned document to one or more e-mails	54
Use the address book	54
Create a recipient list	54
Use the Personal or Shared Contacts address book	54
Add entries to the Personal or Shared Contacts address books	55
Delete entries from the Personal Contacts address book	55
Use the Send E-mail screen	55
Send documents	56
Send a document	56
Use the auto-complete function	56
Fax a scanned document	57
Use the Send Fax screen	57
Send a fax	58
Save to a network folder or USB storage device	58
Send or save a document using Quick Sets	59
Scan to a workflow destination	59
Maintain the product	60
Order maintenance and scanning supplies	60
Clean the touch screen	60
Clean the scanning glass, scanning strip, and automatic document feeder (ADF) duplex background	60
Clean the rollers	63
Replace and install components	65
Replace the rollers	65
Replace the separation pad	68
Replace the front panel	71
Replace the keyboard	74
Replace the hard drive	76
Install a Jetdirect card	79
Install an accessory into the hardware integration pocket	80
Troubleshooting	83
Scan errors	83
Basic troubleshooting tips	84
Installation problems	85
Initialization or hardware problems	85
Check the Ethernet connection	85
Check that the product has power	86
Reset the product	86
The product has paused or shut down	86
The product is displaying a “pause” message on the touch screen	86
I received an e-mail indicating that the product has shut down	86
Paper feeding problems	87
Paper jamming, skewing, misfeeds, or multiple-page feeds	87
Scanning fragile originals	87
Paper does not feed from the product	87
Originals are curling up in the document output tray	88
The bottom of the scanned image is cut off	88
The scanned images have streaks or scratches	88
An item loaded in the document input tray jams repeatedly	88
Clear jams from the paper path	89
The product has stopped working correctly	90
Solve e-mail problems	90
Validate the SMTP gateway address	90
Validate the LDAP gateway address	91
Solve network problems	91
Restore factory settings	92
Contact HP Support	92
Specifications and warranty	93
Product specifications	93
Document feeder specifications	93
Environmental specifications	94
Certificate of Volatility	94
Volatile memory	94
Non-volatile memory	94
Hard disk drive memory	95
Regulatory model number	95
Environmental product stewardship program	95
Protecting the environment	95
Plastics	95
Energy information	95
Material restrictions	96
Disposal of waste equipment by users in private households in the European Union	96
Chemical substances	97
For more information	97
Hewlett-Packard limited warranty statement	97