HP Pro 8500A Plus - A910g Solve a problem, HP support, If you have a problem, follow these steps

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9Solve a problem

The information in Solve a problem suggests solutions to common problems. If your printer is not operating correctly and those suggestions did not solve your problem, try using one of the following support services to obtain assistance.

This section contains the following topics:

•HP support

•General troubleshooting tips and resources

•Solve printing problems

•Solve print quality problems

•Solve paper-feed problems

•Solve copy problems

•Solve scan problems

•Solve fax problems

•Solve problems using HP Web sites and services

•Solve HP Digital Solutions problems

•Solve memory device problems

•Solve wired (Ethernet) network problems

•Solve wireless problems

•Configure your firewall to work with printers

•Solve printer management problems

•Troubleshoot installation issues

•Understand the Self Test Diagnostic Page

•Understand the network configuration page

•Clear jams

HP support

If you have a problem, follow these steps

1.Check the documentation that came with the printer.

2.Visit the HP online support Web site at www.hp.com/support. HP online support is available to all HP customers. It is the fastest source for up-to-date printer information and expert assistance and includes the following features:

•Fast access to qualified online support specialists

•HP software and driver updates for the HP printer

•Valuable troubleshooting information for common problems

•Proactive printer updates, support alerts, and HP newsgrams that are available when you register the printer

For more information, see Obtain electronic support.

3.Call HP support. Support options and availability vary by printer, country/region, and language. For more information, see HP support by phone.

Solve a problem

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Contents Officejet PRO 8500A Page HP Officejet Pro 8500A A910 e-All-in-One series Hewlett-Packard Company notices Safety informationAccessibility Copyright informationContents Scan HP Digital SolutionsCopy Fax Web Solve a problemWork with ink cartridges Contents Solve copy problems Technical information HP supplies and accessories Network setup Additional fax setupPrinter management tools Embedded Web server Mobility AccessibilityGet started VisualUnderstand the printer parts Eco-TipsFront view Printing supplies area Back view Use the printer control panelOverview of buttons and lights Label HP Officejet Pro 8500A A910a-fHP OfficeJet Pro 8500A A910g-z Icon Purpose Control-panel display iconsIcon Purpose Finding the printer model number Change printer settingsRecommended papers for printing and copying Select print mediaHP Advanced Photo Paper Recommended papers for photo printingHP Everyday Photo Paper Load an original on the scanner glass Tips for selecting and using mediaHP Photo Value Packs To load an original on the scanner glass Load an original in the automatic document feeder ADFTo load an original in the document feeder tray Load standard-size media Load mediaTo load media To load envelopes Load envelopesTo load cards and photo paper Load cards and photo paperLoad custom-size media Load transparenciesTo load transparencies To insert a memory card Insert a memory deviceTo connect a storage device Install the accessoriesTo install Tray Install the duplexerInstall Tray To install the duplexerClean the scanner glass Turn on accessories in the printer driverMaintain the printer Clean the automatic document feeder Clean the exteriorTurn the printer off To clean the rollers or separator padPrint documents PrintPrint brochures Windows Print brochuresPrint documents Windows Print documents Mac OSQuality Normal or Best Print on envelopesPrint brochures Mac OS Print on envelopes WindowsPrint on envelopes Mac OS Print photosPrint photos on photo paper Windows To print selected photos Print photos on photo paper Mac OSPrint photos from a memory device Quality Best or Maximum dpiPrint Dpof photos To print camera-selected photos using the Dpof standardPrint on special or custom-size paper Mac OS Set up custom sizes Mac OSPrint on special and custom-size paper Print borderless documentsPrint borderless documents Mac OS Print borderless documents WindowsBorderless Printing option, click Print Borderless Print on both sides duplexing HP ePrintPerform two-sided printing Windows Chapter Scan an original ScanScan to a computer Scan to a memory card Scan using WebscanTouch Start Scan Make sure the document is loaded correctly To scan using WebscanMake sure the scanner glass or ADF window is clean Scanning documents as editable textHP Digital Fax HP Digital SolutionsWhat are HP Digital Solutions? HP Direct Digital FilingRequirements Set up HP Direct Digital Filing Set up the HP Digital SolutionsFor Scan to E-mail, Fax to E-mail Embedded Web server EWS Set Up Scan to Network FolderWindows Mac OSSet the Outgoing E-mail Profiles Set Up Scan to E-mailConfigure other e-mail options Set up the outgoing e-mail profilesOn the Scan tab, click E-mail Address Book Set Up HP Digital Fax Use HP Scan to Network Folder Use the HP Digital SolutionsUse Scan to E-mail Use HP Digital Fax To copy documents Change copy settingsCopy Copy documentsTo change copy settings for a single job Send a fax FaxSend a standard fax To send a standard fax from the printer control panel Send a standard fax from the computerTo send a fax manually from an extension phone Send a fax manually from a phoneSend a fax from memory Send a fax using monitor dialingTo schedule a fax from the printer control panel Schedule a fax to send laterTo send a fax from memory Touch Start FaxSend a fax to multiple recipients Send a fax in Error Correction ModeReceive a fax manually Receive a faxTo receive a fax manually Off Set up backup faxTo set backup fax from the printer control panel On Error OnlyTo reprint faxes in memory from the printer control panel Reprint received faxes from memoryPoll to receive a fax Forward faxes to another numberSet automatic reduction for incoming faxes Set the paper size for received faxesTo forward faxes from the printer control panel Block unwanted fax numbers Receive faxes to your computer Fax to PC and Fax to Mac To modify settings from the printer’s control panel To set up Fax to PC WindowsTo set up Fax to Mac Mac OS Modify Fax to PC or Fax to Mac settingsSet up and change speed-dial entries Set up speed-dial entriesTo change group speed-dial entries Set up and change group speed-dial entriesTo set up group speed-dial entries To change speed-dial entriesPrint a list of speed-dial entries Change fax settingsConfigure the fax header Delete speed-dial entriesSet the number of rings before answering Set the answer mode Auto answerChange the answer ring pattern for distinctive ring To change the answer ring pattern for distinctive ring Set the dial typeTo set the dial type To set the redial options Set the redial optionsSet the fax speed Touch to select Tone Dialing or Pulse DialingTouch Fax Sound Volume Fax and digital phone servicesSet the fax sound volume To set the fax sound volumePrint fax confirmation reports Use reportsPrint fax error reports Print a Caller ID Report Print and view the fax logClear the fax log Print the details of the last fax transactionTo view the Call History HP Apps WebMarketsplash by HP Information on ink cartridges and the printheads Work with ink cartridgesReplace the ink cartridges Check the estimated ink levelsRelated topics To replace the ink cartridges Store ink cartridges Store printing suppliesStore printheads If you have a problem, follow these steps Solve a problemHP support HP support by phone Obtain electronic supportBefore you call Telephone support numbers Phone support period$OJ«ULH Solve printing problems General troubleshooting tips and resourcesAfter the phone support period Alignment fails Printer shuts down unexpectedlyPrinter is not responding nothing prints Blank or partial page printed Printer takes a long time to printSomething on the page is missing or incorrect Placement of the text or graphics is wrong Solve print quality problemsCheck the paper quality General print quality troubleshootingMeaningless characters print Check the printheads and ink cartridgesCheck the document file Check the print settingsInk is smearing Ink is not filling the text or graphics completelyPrintout shows bleeding colors Output is faded or dull coloredColors are printing as black and white Wrong colors are printingCheck the paper type Use a higher print quality settingCheck the graphics placement Colors do not line up correctlyText or graphics are streaked Printhead maintenanceTo check printhead health To print the print quality diagnosticTo align the printheads Printheads To clean the printheadsTo calibrate the linefeed To clean the printhead contacts manually Chapter To replace the printheads Chapter Solve print quality problems 107 Media is not coming out correctly Solve paper-feed problemsMedia is not supported for the printer or tray Media is not picked up from a trayNo copy came out Solve copy problemsDocuments are missing or faded Copies are blankSize is reduced Copy defects are apparent Copy quality is poorScanner did nothing Solve scan problemsPrinter prints half a page, then ejects the paper Paper mismatchCheck the originals Scan takes too longPart of the document did not scan or text is missing Text cannot be editedOriginal is a second-generation photo or picture Error messages appearScanned image quality is poor Reload document and then restart jobTake steps to improve the scan quality Image quality is better when printedScan defects are apparent Graphics look different from the originalFax test failed Solve fax problemsSize is reduced Fax Hardware Test failed Solution Back view of the printer Phone Cord Connected to Correct Port on Fax test failedSolve fax problems 119 Dial Tone Detection test failed Solution Display always shows Phone Off Hook Fax Line Condition test failed SolutionPrinter is having problems sending and receiving faxes Solve fax problems 123 Printer is having problems sending a manual fax Solution Printer cannot receive faxes, but can send faxes Solution Fax again Printer cannot send faxes, but can receive faxes Solution Color faxes do not print Fax tones are recorded on my answering machine SolutionPhone cord that came with my printer is not long enough To extend your phone cordSolve problems using HP Web services Solve problems using HP Web sites and servicesComputer cannot receive faxes Fax to PC and Fax to Mac Printer is not set up correctly on the network Solve HP Digital Solutions problemsSolve problems using HP Web sites Solving HP Direct Digital Filing problemsServer name cannot be found or resolved Network folder has not been set up correctlyDisk is full Filename prefix has not been set up correctly Solving HP Digital Fax problemsSending large e-mail messages Internal memory is full Error conditions are interfering with HP Digital FaxIncorrect date and time on faxes Printer cannot read the memory device Solve memory device problemsCheck the memory device Check the memory device slot Solve wired Ethernet network problemsGeneral network troubleshooting Printer cannot read photos on the memory deviceRestart components of the wireless network Solve wireless problemsBasic wireless troubleshooting Make sure the wireless 802.11 light is turned onRun the Wireless Network Test Advanced wireless troubleshootingMake sure that the printer is connected to your network To check a wireless connectionNetwork Status Check to see if you can access the EWSTo access the EWS Make sure the printer is on the networkMake sure the printer is online and ready Add hardware addresses to a wireless access point WAP Configure your firewall to work with printers Ports are used for the following functions Printing Solve printer management problemsAdvanced firewall information Incoming UDP ports 137, 138, 161Check your Web browser Check your network setupEmbedded Web server cannot be opened Check the computerCheck the hardware connections Troubleshoot installation issuesHardware installation suggestions HP software installation suggestionsProblems connecting to a wired network Solve network problemsVerify installation preliminaries General network troubleshootingTo reset the printers network settings Understand the Self Test DiagnosticTo print the Self Test Diagnostic Understand the network configurationUnderstand the network configuration 149 Clear jams To clear a jam Clear paper jamsChapter To clear a paper jam in the automatic document feeder Avoid paper jamsTechnical information Warranty informationHP product Duration of limited warranty Hewlett-Packard limited warranty statementInk cartridge warranty information Feature Capacity Printer specificationsPhysical specifications Product features and capacitiesOperating system compatibility Processor and memory specificationsSystem requirements Printer processorEmbedded Web server specifications Network protocol specificationsMedia specifications Envelopes Understand specifications for supported mediaUnderstand supported sizes Media size Tray Duplexer Standard media sizesOther media Media size Tray DuplexerCards Photo mediaDuplexer Paper 60 to 105 g/m2 Media Left Right Top Bottom Margin Tray Type Weight CapacitySet minimum margins Guidelines for printing on both sides of aCopy specifications Print specificationsFax specifications Electrical specifications Scan specificationsHP Web site specifications Environmental specificationsUSB flash drives Acoustic emission specificationsMemory device specifications Memory card specificationsRegulatory information Vcci Class B compliance statement for users in Japan FCC statementGloss of housing of peripheral devices for Germany LED indicator statementNoise emission statement for Germany Appendix a Regulatory information 171 Regulatory information for wireless products Australia wired fax statementExposure to radio frequency radiation Appendix a Technical information Regulatory model number European Union regulatory noticeDeclaration of conformity Declaration of ConformityEnvironmental product stewardship program Απόρριψη άχρηστων συσκευών στην Ευρωπαϊκή Ένωση Power consumption Third-party licenses Page Page Third-party licenses 183 Technical information Third-party licenses 185 Appendix a Page Ink cartridges and printheads HP supplies and accessoriesOrder printing supplies online SuppliesHP media Set up faxing parallel phone systems Additional fax setupUSA Select the correct fax setup for your home or officeOther equipment or services sharing your fax line Case a Separate fax line no voice calls received To set up the printer with a separate fax line Case B Set up the printer with DSLTo set up the printer with DSL To set up the printer with a distinctive ring service Case D Fax with a distinctive ring service on the same lineCase E Shared voice/fax line To set up the printer with a shared voice/fax lineCase F Shared voice/fax line with voice mail To set up the printer with voice mail Set up the printer with a computer dial-up modemTo set up the printer with a computer dial-up modem Set up the printer with a computer DSL/ADSL modem Example of a parallel splitter To set up the printer with a computer DSL/ADSL modemCase H Shared voice/fax line with computer modem Shared voice/fax with computer dial-up modemBack view of the printer Shared voice/fax with computer DSL/ADSL modem To set up the printer with a computer DSL/ADSL modem Case I Shared voice/fax line with answering machine Set up faxing parallel phone systems 207 Back view of the printer Page To set up the printer with a computer DSL/ADSL modem Set up faxing parallel phone systems 211 Back view of the printer Test fax setup Serial-type fax setupTo test fax setup via the printer control panel View and print network settings Network setupChange basic network settings Change advanced network settingsSet link speed View IP settingsChange IP settings Configure the printer’s firewall settingsCreating and using firewall rules Limit Reset network settings Set up the printer for wireless communicationTouch Restore Network Defaults, and then select Yes Network name Ssid Understand 802.11 wireless network settingsCommunication mode Security settingsGuidelines for ensuring wireless network security Test the wireless connectionChange the connection method Other guidelines Uninstall and reinstall the HP softwareGuidelines for reducing interference on a wireless network To add hardware addresses to a WAPTo uninstall from a Macintosh computer, method To uninstall from a Windows computer, methodPage Embedded Web server Printer management toolsHP printer software Windows HP Utility Mac OSTo open the embedded Web server About cookiesHow do I? Printer disconnected Errors WindowsPrinthead problem Fax memory fullSolution 3 Clean the electrical contacts Cartridge ProblemSolution 1 Turn the printer off and on Solution 2 Install the printheads correctlyCartridge cradle cannot move Solution 2 Install the ink cartridges correctlySolution 3 Replace the ink cartridge Paper MismatchDocument failed to print Printer is out of paperPrinter Offline Printer PausedPreviously used ink cartridge installed Index Symbols/NumericsPage Page OCR Page Page Twain 240

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