HP B8550 Photo CB981A#B1H manual Troubleshooting and support, Uninstall and reinstall the software

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3 Troubleshooting and support

This chapter contains troubleshooting information for the HP Photosmart. Specific information is provided for installation and configuration issues, and some operational topics. For more troubleshooting information, see the onscreen Help that came with your software. For more information on accessing the onscreen Help, see Find more information on page 12.

Many issues are caused when the HP Photosmart is connected to the computer using a USB cable before the HP Photosmart software is installed on the computer. If you connected the HP Photosmart to your computer before the software installation screen prompts you to do so, you must follow these steps:

Troubleshooting common setup issues

1.Disconnect the USB cable from the computer.

2.Uninstall the software (if you have already installed it).

3.Restart your computer.

4.Turn off the HP Photosmart, wait one minute, then restart it.

5.Reinstall the HP Photosmart software.

CAUTION: Do not connect the USB cable to the computer until prompted by the software installation screen.

For support contact information, see the inside back cover of this guide.

Uninstall and reinstall the software

If your installation is incomplete, or if you connected the USB cable to the computer before prompted by the software installation screen, you might need to uninstall and then reinstall the software. Do not simply delete the

HP Photosmart application files from your computer. Make sure to remove them properly using the uninstall utility provided when you installed the software that came with the HP Photosmart.

To uninstall and reinstall the software (Windows)

1.On the Windows taskbar, click Start, Settings, Control Panel (or just Control Panel).

2.Double-clickAdd/Remove Programs (or click Uninstall a program).

3.Remove all the items that are related to the HP Photosmart Software.

CAUTION: If the computer is manufactured by HP or Compaq, do not remove any applications other than those listed below.

•HP Photosmart, Officejet, Deskjet (with the product name and software version number)

•HP Solution Center

•Shop for HP Supplies

•HP Update

•HP Imaging device functions

•HP Photosmart Essential

•HP Customer Participation Program

•HP Smart Web Printing

•Yahoo! Toolbar

4.Disconnect the product from your computer.

5.Restart your computer.

NOTE: It is important that you disconnect the product before restarting your computer. Do not connect the product to your computer until after you have reinstalled the software.

6.Insert the product CD-ROM into your computer’s CD-ROM drive and then start the Setup program.

NOTE: 1 If the Setup program does not appear, locate the setup.exe file on the CD-ROM drive and double- click it.

NOTE: 2 If you no longer have the installation CD, you can download the software from www.hp.com/ support.

7.Follow the onscreen instructions and the instructions provided in the Start Here guide that came with the product.

English

Uninstall and reinstall the software

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Contents User Guide Guide de l’utilisateur Hewlett-Packard Company notices HP Photosmart B8500 series Contents Control panel features HP Photosmart overviewHP Photosmart at a glance LabelLabel Icon Name and DescriptionPhotosmart Express Menu Paper basicsChoose the right paper View Print CreateLoad the main tray To load the main trayTo print Use this paper or mediaLoad the photo tray To load the photo trayPrint from memory cards and other devices Avoid paper jamsInsert a memory card or storage device View and select photosTo insert a memory card or connect a photo storage device To view and select photosPrint your photos To print your photosTo print from a software application Windows Print from your computerPrint from a software application Use the HP Solution Center To print from a software application Mac OS XFind more information Macintosh Click Help Mac Help Library HP Product HelpMaintain the HP Photosmart Work with ink cartridges and the printheadInformation on ink cartridges and the printhead Check the estimated ink levelsTo replace the ink cartridges Replace the ink cartridgesTo check the ink levels from the control panel English Turn off the HP Photosmart Print a diagnosticTo print a diagnostic Troubleshooting and support Uninstall and reinstall the softwareTroubleshooting common setup issues To uninstall and reinstall the software WindowsSetup troubleshooting To uninstall and reinstall the software MacSolution Product will not turn onSolution 2 Reset the product Solution 3 Press the On button more slowlySolution 4 Contact HP to replace the power supply Solution 5 Contact HP support for serviceAfter setting up the product, it does not print Solution 3 Press the On button to turn on the productSolution 4 Load paper in the input tray To start the installation from a Windows computerMinimum System Checks screen appears Red X appears on the USB connect promptPrint troubleshooting Solution 1 Turn on the productClear paper jams Product is not respondingSolution 2 Load paper in the input tray Solution 3 Select the correct printerSolution 4 Check the printer driver status To check the printer driver status WindowsSolution 8 Make sure the print carriage can move freely Solution 6 Remove all cancelled print jobs from the queueSolution 7 Clear the paper jam Solution 10 Reset the product Solution 1 Reset the productSolution 2 Make sure the paper is loaded correctly Paper is not picked up from the input traySolution 3 Check the print settings Solution 4 Clean the rollersSolution 5 Service the product To clean the rollersSolution 2 Print a previously saved version of the document Solution 1 Check the margin settingsSolution 2 Check the layout of the document Text or graphics are cut off at the edgeSolution 3 Load the stack of papers correctly Solution 4 Try printing with bordersSolution 1 Use a lower print quality setting Product prints slowlySolution 2 Check the ink levels Solution 3 Contact HP supportIf you have a problem, follow these steps Support processProduct specifications Paper specificationsPhysical specifications Technical informationInk cartridge warranty information Regulatory noticesEnvironmental product stewardship program Regulatory model identification numberWarranty HP Photosmart série B8500 Maintenance de lappareil HP Photosmart SommairePrésentation de lappareil HP Photosmart Dépannage et assistanceFonctions du panneau de commande Présentation de lappareil HP PhotosmartLappareil HP Photosmart en un coup dœil LibelléLibellé Icône Nom et description Menu Photosmart Express Principes de base sur le papierLorsque le produit est occupé Afficher Imprimer Créer EnregistrerChoix du papier approprié Chargement du bac principalPour charger le bac principal Documents à imprimerChargement du bac photo Pour charger le bac photoPrévention des bourrages papier Insertion dune carte mémoire ou dune unité de stockage Affichage et sélection de photos Pour afficher et sélectionner des photosImpression de vos photos Pour imprimer vos photos44 Présentation de lappareil HP Photosmart Impression à partir dun ordinateur Impression à partir dune application logiciellePour imprimer à partir dune application logicielle Windows Pour imprimer à partir dune application logicielle Mac OS XUtilisation du logiciel Centre de solutions HP Recherche dinformations supplémentairesRecherche dinformations supplémentaires Maintenance de lappareil HP Photosmart Utilisation des cartouches dencre et de la tête dimpressionRemplacement des cartouches dencre Vérification des niveaux dencre estimésPour remplacer les cartouches dencre Impression dune page de diagnostic Pour imprimer une page de diagnosticMise hors tension de lappareil HP Photosmart Dépannage et assistance Désinstallation et réinstallation du logicielPour désinstaller, puis réinstaller le logiciel Windows Lappareil ne sallume pas Dépannage concernant linstallationPour désinstaller, puis réinstaller le logiciel Mac Solution 2 Réinitialisez le produit Solution 5 Contactez lassistance HP pour la maintenanceLappareil est configuré mais nimprime pas Solution 4 Chargez du papier dans le bac dalimentation Pour démarrer linstallation à partir dun ordinateur WindowsUn X rouge apparaît à linvite de connexion USB Reconnexion USBÉlimination de bourrages papier Dépannage des problèmes dimpressionSolution 1 Mettez le produit sous tension Solution 2 Chargez du papier dans le bac dalimentationSolution 3 Sélectionnez l’imprimante appropriée Solution 4 Vérifiez létat du pilote de limprimantePour vérifier létat du pilote dimprimante Mac OS X Pour supprimer une tâche dimpression WindowsSolution 7 Éliminez le bourrage papier Pour supprimer un travail dimpression Mac OS XSolution 10 Réinitialisez le produit Solution 1 Réinitialisez le produitSolution 3 Vérifiez les paramètres dimpression Solution 4 Nettoyez les rouleauxSolution 5 Réparation du produit Lappareil imprime des caractères incohérentsLes pages de mon document ne sortent pas dans le bon ordre Pour nettoyer les rouleauxLe texte ou les graphiques sont tronqués au bord de la Solution 1 Vérifiez le réglage des margesSolution 2 Vérifiez la mise en page du document Solution 3 Chargez correctement la pile de papier Solution 4 Essayez dimprimer avec des borduresSolution 2 Vérifiez les niveaux dencre Le produit imprime lentementSi vous rencontrez un problème, procédez comme suit Solution 3 Contactez lassistance HPProcédure dassistance Configurations système minimales Renseignements techniquesCaractéristiques du produit Spécifications relatives au papierDéclarations de conformité Informations relatives à la garantie des cartouches dencreNuméro didentification réglementaire de modèle Substances chimiquesInformations relatives à la garantie des cartouches dencre Garantie Produit HP Durée de la garantie limitéeXHPERXUJ UDQDLV
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