HP C6340, C6380 manual Product was not found

Page 235

Troubleshooting

Chapter 14

5.Disconnect the product from your computer and then 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 HP Photosmart CD-ROM into your computer’s CD-ROM drive and then start the Setup program.

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

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

8.If you are still having trouble scanning, remove the following additional applications from the Add/Remove Programs list, if they are present.

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

•HP Imaging device functions

•HP Document Viewer

•HP Photosmart Essential

•HP Image Zone

•HP Photo and imaging gallery

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

•HP Software update

•HP Share to web

•HP Solution Center

•HP Director

•HP Memories Disk Greeting Card Creator 32

Cause: There might have been a problem when you originally installed the HP Photosmart Software.

Product was not found

Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.

•Solution 1: Reset the product

•Solution 2: Check the power cord and USB cable

•Solution 3: Restart the computer

•Solution 4: Uninstall and reinstall the product

•Solution 5: Uninstall and reinstall the HP Photosmart Software

232 Troubleshooting

Image 235

Contents Windows Help HP Photosmart C6300 All-in-One series Page Contents Print from your computer Use the photo featuresMaintain the HP All-in-One Use the scan featuresUse the copy features Use the reprint featuresTroubleshooting Technical information HP warranty and supportIndex HP Photosmart C6300 All-in- One series Help OneHP Photosmart seriesC6300 HelpAll- HP All-in-One at a glance HP All-in-One overviewControl panel overview Control panel featuresLabel Icon Name and Description Display icons Menu overviewDisplay sleep state Scan Menu Setup MenuCopy Menu Photo MenuTo enter text using the visual keyboard Enter text using the visual keyboardHelp Menu Use the HP Photosmart Software Overview Start Here guide Find more informationFind more information To set your language and country/region Finish setting up the HP All-in- OneSet your preferences Set your language and country/regionTo set the default paper tray Enable faster browsing of photosTo turn faster browsing on or off To turn energy saving mode on or off Set the energy save modeSet the paper tray for printing from a Bluetooth device Restore the factory defaultsTo turn the demo mode on or off To restore the factory defaultsPlay a slideshow on the display USB connection Connect to a computerTo turn the tips slideshow on or off Network connection To enable printer sharing on a Windows computerTo connect the product with the USB cable What you need for a wired network Set up the HP All-in-One on a wired Ethernet networkTo connect the product to the network Connect the HP All-in-One to the networkRelated topics What you need for an integrated wireless Wlan 802.11 network To connect the product with the Wireless Setup Wizard Connect to an integrated wireless Wlan 802.11 networkIf you do not see your network name in the list Set up the HP All-in-One using an ad hoc wireless connection To connect the product with SecureEasySetupWhat you need for an ad hoc network Click the Wireless Networks tabCreate a network profile for other operating systems To connect to a wireless ad hoc network Install the software for a network connection To change a USB connection to a wired Ethernet connection To install the Windows HP Photosmart SoftwareConnect to additional computers on a network Manage your network settings This runs the Wireless Setup WizardChange basic network settings from the control panel View and print network settings Use the Wireless Setup WizardTo run the Wireless Setup Wizard This runs the Wireless Setup Wizard Related topicsTo turn the wireless radio on and off Restore network defaultsTo restore network defaults Turn the wireless radio on and offSet link speed Print the wireless network testTo print the wireless test report Wireless Network Test prints Related topicsTo change IP settings Automatic Full Half Change IP settingsIP Address Subnet Mask Default Gateway To access the Embedded Web Server Access the Embedded Web ServerUse the Embedded Web Server To access the Embedded Web Server setup wizard Use the Embedded Web Server to modify network settingsNetwork configuration page definitions General network settings Wired 802.3 network settings Wireless 802.11 network settings Finish setup Authentication type Encryption EWS Network glossaryHEX Connect to a Bluetooth deviceTo find out the device address of the product What you need for a Bluetooth connectionTo install and print using the Microsoft stack To view and print Bluetooth settings Manage your Bluetooth settingsTo install and print using the Widcomm stack View and print Bluetooth settingsTo change the device name of the product Change the device nameTo set the product to require passkey authentication Set Bluetooth security for the HP All-in-OneSet the security level To set the product to be Not visible Set the HP All-in-One to be invisible to Bluetooth devicesReset Bluetooth settings on the HP All-in-One To reset the Bluetooth settingsFinish setup How do I? How do Load originals Load originals and load paperTo load an original on the glass HP Premium Photo Paper Choose papers for printing and copyingRecommended papers for printing and copying HP Premium Plus Photo PaperRecommended papers for printing only Papers to avoid Load full-size paper or small-size photo paper Load paperTo load full-size paper Load originals and load paper Load originals and load paper To load postcards, Hagaki, or index cards in the photo tray Load postcards, Hagaki, or index cardsLoad originals and load paper To load envelopes Load envelopesLoad other types of paper Avoid paper jams Clear paper jams on Load originals and load paper Print from a software application Print from your computerTo print from a software application To set the paper size Make the HP All-in-One the default printerChange the print settings for the current job Set the paper sizeSet the paper type for printing View the print resolutionTo set the paper type for printing To select a print speed or quality To view the print resolutionChange the print speed or quality Change the page orientationChange the saturation, brightness, or color tone Scale the document sizePreview your print job To preview your print job Change the default print settingsTo change the default print settings Printing shortcutsClick the Printing Shortcuts tab Create printing shortcutsDelete printing shortcuts To create a printing shortcutPrint a borderless image Perform special print jobsTo print a borderless image To print a photo on photo paper Print a photo on photo paperOff applies no HP Real Life Technologies to the image Print using Maximum dpiPrint on both sides To print in Maximum dpi modeTo print on both sides Print a multiple-page document as a booklet Left-edge binding for left-to-right languages To print a multiple-page document as a bookletTo print multiple pages on a single sheet Print multiple pages on a single sheetReverse an image for iron-on transfers Print a multiple-page document in reverse orderTo print a multiple-page document in reverse order To print on transparencies Print on transparenciesPrint a group of addresses on labels or envelopes To reverse an image for iron-on transfersTo print a poster Expand Document Options, and then expand Printer FeaturesPrint a poster To print a group of addresses on labels or envelopesPrint a Web Stop a print jobStop a print job Print Insert a memory card Use the photo featuresTo insert a memory card Print photosPress Print Photos To print photosAt the Print Preview screen, press Print Photos Create special projects from your photosSave photos to your computer To create special projectsTo remove red-eye from photos Edit photos using the control panelRemove red-eye To save photosTo crop a photo Rotate a photoZoom and pan to crop a photo To rotate a photoPrint a frame around your photo Automatically enhance your photosTo turn off automatic photo enhancement To print a frame around your photo Adjust the brightness of your photosTo adjust the brightness Apply special color effects to your photosNo Effect Black & White Sepia Antique To change the color effectsPhotos Scan an image Use the scan featuresScan an original to a computer To scan to a computer Scan an original to a memory cardPress Start Scan Edit a scanned imageEdit a scanned document To save a scan to the memory card or storage deviceTo stop scanning Stop scanningMake a copy Use the copy featuresTo make a copy from the control panel To preview your copy from the control panel Change the copy settings for the current jobPreview your copy job Press Start Copy Black or Start Copy Color to begin copyingSet the copy paper size Set the number of copiesSet the copy paper type To set the paper type for copies Control panel settingChange copy speed or quality Change default copy settingsAdjust the lightness and darkness of your copy To adjust the copy contrast from the control panelPerform special copy jobs To set default copy settings from the control panelResize an original to fit onto letter or A4 paper To resize a document from the control panel Crop an originalTo crop your copy from the control panel To shift the margin for your copy from the control panel To correct copy quality issuesShift the left margin Improve the quality of a copyTo stop copying Stop copyingCopy Fix a faded original Use the reprint featuresMake reprints of your photos Edit a photo before reprintingTo fix a faded original photo when making a reprint Edit a photo before reprinting 119 Apply special color effects to your photos Work with ink cartridges Maintain the HP All-in-OneInformation on ink cartridges and the printhead Check the estimated ink levels Printer Toolbox appears Click the Estimated Ink Level tab Replace the ink cartridgesTo check the ink levels from the control panel To check the ink levels from the HP Photosmart SoftwareTo replace the ink cartridges Work with ink cartridges 125 Remove ink from your skin and clothing Advanced printhead maintenanceTo clean the printhead from the control panel Clean the printheadTo clean the printhead from the HP Photosmart Software To align the printer from the HP Photosmart Software Print a printer status reportAlign the printer To align the printhead from the control panelTo print a printer status report Print and evaluate a print quality reportTo print a print quality report Sample text area expected result To evaluate the print quality reportSample demonstration picture blurry 10 Adjacent color blocks blurry, fuzzy, or mixed colors Clean the glass Clean the HP All-in-OneTo clean the glass Clean the lid backingTo clean the lid backing Turn off the HP All-in-One Clean the exteriorOne To order ink cartridges from your desktop Shop for ink suppliesShop for ink supplies View the Readme file TroubleshootingSetup troubleshooting Troubleshooting common setup issuesProduct will not turn on SolutionSolution 5 Contact HP support for service Solution 2 Reset the productSolution 3 Press the On button more slowly Solution 4 Contact HP to replace the power supplyAfter setting up the product, it does not print Solution 2 Set your product as the default printer Solution 1 Press the On button to turn on the productSolution 5 Load paper in the input tray Red X appears on the USB connect prompt Display shows the wrong languageWrong measurements are showing in menus on the display Minimum System Checks screen appearsTo uninstall the software and reset the product Received a message that an Unknown Error has occurredTo uninstall the software completely More information about the Disk Cleanup utility To run the Disk Cleanup utilityClick the check box next to Do not show this message again Registration screen does not appear Uninstall and reinstall the softwareTo install the software To uninstall and reinstall the softwareWired network setup troubleshooting Network troubleshootingComputer is unable to discover the product Solution 2 Check the LAN card set up Solution 1 Check the cable connectionSolution 3 Check the active network connection Solution 1 Turn on the product Printer not Found screen appears during installationTo establish an active network connection Solution 3 Check if the cables are connected Solution 2 Check the active network connectionTo make sure your network connection is active Solution 5 Disable the Virtual Private Network VPN Wireless setup troubleshootingSolution 1 Turn on the Broadcast Ssid option Solution 4 Unplug the Ethernet cable Cannot connect to network during setup Weak signalSolution 1 Turn on the networked devices Invalid WEP key during wireless setup Solution 3 Enter your network name Ssid carefullyInvalid passphrase during wireless setup Network troubleshooting 157 Clear paper jams Paper jamsTo clear a paper jam from the rear door Information on paper Print quality troubleshootingWrong, inaccurate, or bleeding colors Solution 1 Make sure you are using genuine HP ink cartridgesSolution 3 Check the paper type Solution 2 Check the paper loaded in the input traySolution 4 Check the ink levels Solution 6 Align the printer Solution 5 Check the print settingsSolution 7 Clean the printhead Ink is not filling the text or graphics completely Solution 8 Contact HP supportSolution 3 Check the print settings Solution 2 Check the ink levelsSolution 4 Check the paper type Solution 6 Contact HP support Solution 5 Clean the printheadSolution 1 Check the paper type Solution 3 Rotate the image Solution 2 Use a higher print quality settingPrintouts have horizontal streaks or lines Solution 3 Align the printer Solution 1 Make sure the paper is loaded correctlySolution 4 Clean the printhead Solution 1 Check the print settings Solution 5 Check the ink levelsPrintouts are faded or have dull colors Solution 3 Clean the printhead Solution 2 Check the paper typePrintouts seem blurry or fuzzy Solution 5 Contact HP supportPrintouts have vertical streaks Solution 2 Use a higher quality imageSolution 3 Print the image in a smaller size Solution 4 Align the printerSolution 3 Ensure that the rear door is securely installed Solution 2 Make sure only one type of paper is loadedPrintouts are slanted or skewed Ink streaks on the back of the paper Solution 1 Print on a page of plain paperSolution 2 Wait while the ink dries Solution 1 Reset the productSolution 4 Clean the rollers Solution 2 Make sure the paper is loaded correctlyTo clean the rollers Solution 1 Use TrueType or OpenType fonts Solution 5 Service the productText edges are jagged Solution 1 Use a lower print quality setting Solution 2 Align the printerProduct prints slowly Solution 3 Contact HP support Print troubleshootingEnvelopes print incorrectly Borderless printing produces unexpected results Solution 1 Load the stack of envelopes correctlySolution 2 Check the envelope type Solution 3 Tuck the flaps to avoid paper jamsSolution 3 Select the correct printer Solution 2 Load paper in the input trayProduct is not responding To check the printer driver status Solution 4 Check the printer driver statusSolution 6 Remove all cancelled print jobs from the queue Solution 7 Clear the paper jamCarriage stall on Solution 8 Make sure the print carriage can move freelyProduct prints meaningless characters Nothing happens when I try to printSolution 10 Reset the product Solution 2 Print a previously saved version of the documentPrint troubleshooting 183 Solution 6 Remove all cancelled print jobs from the queue Print a multiple-page document in reverse order on Pages in my document came out in the wrong orderSolution 3 Load the stack of paper correctly Solution 1 Check the printer marginsTo check your margin settings Solution 2 Verify the paper size settingTo preview the print layout Solution 1 Check the margin settingsSolution 2 Check the layout of the document Text or graphics are cut off at the edgeSolution 4 Try printing with borders Solution 3 Load the stack of papers correctlyBlank page came out while printing My memory card no longer works in my digital camera Memory card troubleshootingPhoto light next to the memory card slots is blinking Solution 2 Remove the additional memory card Solution 1 Remove and reinsert the memory cardProduct does not read the memory card Solution 3 Remove the additional memory card Solution 1 Insert the memory card properlySolution 4 Reformat the memory card in your digital camera Solution 3 Turn on the computer Solution 1 Install the product softwareTo install the product software Solution 2 Turn on the productSolution 1 Set the camera to PictBridge mode Scan halts Scan troubleshootingSolution 2 Save the photos in a supported file format Solution 3 Select photos on the camera for printingScan fails Solution 1 Turn on your computerSolution 3 Install the HP Photosmart Software Solution 4 Start the HP Photosmart SoftwareScanned image has incorrect page layout Scan fails because of insufficient computer memoryScanned image is blank Scanned image is incorrectly croppedText format is incorrect Solution 1 Adjust the brightness in the softwareSolution 2 Clean the glass and lid Text is incorrect or missingSolution 2 Check the cables Scan feature does not workSolution 3 Select the correct OCR language Solution 1 Turn on the computerNothing happens when I try to copy Copy troubleshootingSolution 2 Place the original correctly on the glass Parts of the original do not appear or are cut off Solution 5 Clear the paper jamFit to Page is not working as expected Solution 1 Scan, enlarge, and then print a copySolution 3 Wipe the glass and the back of the document lid Image is cropped when I make a borderless copySolution 1 Use Fit to Page to enlarge the photo Printout is blank Solution 1 Scan, resize, and print the imageSolution 2 Use photo paper to make borderless copies Borderless copy has white space around the edgesProduct messages ErrorsCarriage jam Carriage blockedFirmware revision mismatch Product stall errorSolution 2 Contact HP support Carriage stallSolution 1 Clear the paper jam Mechanism errorMemory is full Solution 1 Load more paper in the photo tray Photo tray problemSolution 3 Remove excess paper from the photo tray Photo tray cannot engage Solution 5 Make sure the photo paper is not curledSolution 6 Load one sheet of paper at a time Scan errorsSolution 1 Verify if the software is installed correctly On page 139 for more troubleshooting informationTo refresh the Windows Device Manager Solution 2 Refresh the Windows Device ManagerCause The Digital Imaging Monitor was not running Solution 3 Verify if the Digital Imaging Monitor is runningTo check the status of the product To check the power supply Solution 5 Check the power supplyTo check the USB connection To scan using WIA Solution 7 Try scanning with Windows Image Acquisition WIASolution 8 Disable the Lexbces service On the General tab, in the Service status area, click Start To restart the serviceComputer Management screen appears Solution 11 Check the USB chipset and controller Solution 9 Run the Scan Diagnostic UtilityTo check the USB chipset and controller To print a printer status report Solution 12 Uninstall and then reinstall the software More information about using a USB hubTroubleshooting Click the check box next to Do not show this message again Unable to print Solution 1 Print a printer status reportTo disconnect and reconnect the USB cable Solution 2 Clear the print queueSolution 3 Disconnect and reconnect the USB cable To clear the print queueTo verify the print driver To verify that the product is set as the default printerTo clear the print queue manually Solution 5 Check if the printer is paused or offlineSolution 6 Clear the print queue manually To check if the printer is paused or offlineTo print from Notepad Solution 7 Stop and restart the print spoolerTo stop and restart the print spooler To verify the software applicationSolution 2 Check the power cord and USB cable Product might not be correctly installedTo check the USB connection Double-clickAdd/Remove Programs Solution 3 Restart the computerSolution 4 Uninstall and reinstall the product To uninstall and reinstall the productProduct was not found Solution 1 Reset the product To check the USB connection Solution 3 Restart the computer Product could not find available scan destinations Solution 1 Restart the computerSelect Click here to restart later Error occurred while communicating with the product Solution 1 Reset the product To check the USB connection Solution 3 Restart the computer Missing HP Photosmart Software Solution 6 Contact HP support for serviceTo install the HP Photosmart Software Solution 1 Install the HP Photosmart SoftwareFile messages Error reading or writing the fileUnreadable files. NN files could not be read File not found Solution 1 Reinsert the memory cardSolution 2 Print photos from the computer Photos not foundSupported file types for the product Solution 1 Reinsert the memory card in the productSolution 2 Reformat the memory card in your digital camera General user messagesSolution 3 Push the memory card all the way forward Memory card errorSolution 1 Remove all but one memory card Solution 2 Remove the memory card and reinsert it correctlyOut of disk space Solution 2 Empty the Recycle Bin on your desktopCard access error DisconnectedCard is not fully inserted Use only one card at a timeCard is inserted incorrectly Card is damagedLoad paper Paper messagesCannot load paper from input tray Ink is dryingOut of paper Solution 1 Replace the rear doorSolution 5 Clean the rollers Paper jam or misfeed Wrong paper width Paper mismatchProduct not found Power and connection messagesCommunication test failed Improper shutdown Solution 2 Connect the product to the computerTwo-way communication lost Ink cartridge and printhead messages Alignment failed Solution 1 Load plain white paperCalibration error Carriage stall If the print carriage is stuck in the middle Solution 2 Remove objects blocking the pathTo clear the print carriage If the print carriage is stuck on the left sideTo clear a paper jam from the rear door Try to print from your computer Cartridges in wrong slot General printer errorIncompatible ink cartridges Ink alert Incompatible printheadSolution 1 Install the ink cartridges correctly Ink cartridge problemTo make sure the ink cartridges are properly installed Troubleshooting Solution 2 Clean the electrical contacts To clean the electrical contacts Solution 3 Close the print carriage latch Ink service capacity warning Solution 4 Replace the ink cartridgeInk system failure Check ink cartridges Solution 1 Install all five ink cartridgesTroubleshooting Solution 3 Contact HP support Solution 1 Install the printhead and then cartridges Install printhead and then cartridgesTo reinstall the printhead Troubleshooting Non-HP cartridge Previously used genuine HP cartridge Original HP ink depletedPrinthead appears to be missing or damaged Solution 1 Reinstall the printhead and cartridgesTroubleshooting To clean the printhead To clean the electrical contacts in the product Troubleshooting Solution 1 Reinstall the printhead Printhead problemTroubleshooting To clean the printhead To clean the electrical contacts in the product Troubleshooting To clean the sensor in the product Problem with printer preparationSensor issue Solution 1 Clean the sensorSolution 2 Clean the sensor windows on the ink cartridges To remove the ink cartridges To clean the sensor window on the ink cartridgesSolution 3 Contact HP support Solution 1 Insert all ink cartridges Troubleshooting Solution 3 Clean the ink cartridge contacts To clean the electrical contacts Ink window Electrical contacts Sensor failure Solution 4 Contact HP supportSolution 2 Clean the sensor windows on the ink cartridges To clean the sensor window on the ink cartridges Solution 3 Contact HP support Troubleshooting Warranty HP warranty and supportSupport process After the phone support period Phone support period Placing a callHP Quick Exchange Service Japan Remove the control panel faceplate Secure the ink systemPack the HP All-in-One Technical information SpecificationsEnvironmental product stewardship program Recycling program Material safety data sheetsPaper use PlasticsBattery disposal in Taiwan Battery disposal in the NetherlandsEuropean Union Battery Directive EU battery directiveΑπόρριψη άχρηστων συσκευών στην Ευρωπαϊκή Ένωση Regulatory model identification number Regulatory noticesVcci Class B compliance statement for users in Japan FCC statementNoise emission statement for Germany Regulatory wireless statements Exposure to radio frequency radiation European Union Regulatory Notice European Union regulatory noticeTechnicalinformation Technical information Index Symbols/Numerics324 325 326 327 328

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