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HP 4500 - K7 The device shuts down unexpectedly, Error message appears on control-paneldisplay, Alignment fails, The device is not responding (nothing prints), Contact HP

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Chapter 7

Solve printing problems

This section contains the following topics:

•The device shuts down unexpectedly

•Error message appears on control-panel display

•Alignment fails

•The device is not responding (nothing prints)

•Device takes a long time to print

•Blank or partial page printed

•Something on the page is missing or incorrect

•Placement of the text or graphics is wrong

•The device prints half a page, then ejects the paper

The device shuts down unexpectedly

Check the power and power connections

Make sure the device is connected firmly to a functioning alternating current (AC) power outlet. For voltage requirements, see Electrical requirements.

Error message appears on control-panel display

A non-recoverable error has occurred

Disconnect all cables (such as power cord and USB cable), wait about 20 seconds, and reconnect the cables. If the problem persists, visit the HP Web site (www.hp.com/ support) for the latest troubleshooting information, or product fixes and updates.

Alignment fails

If the alignment process fails, make sure you have loaded unused, plain white paper into the input tray. If you have colored paper loaded in the input tray when you align the ink cartridges, the alignment will fail.

If the alignment process fails repeatedly, you might have a defective sensor or ink cartridge. Contact HP support. Go to www.hp.com/support. If prompted, choose your country/region, and then click Contact HP for information on calling for technical support.

The device is not responding (nothing prints)

There are print jobs stuck in the print queue

Open the print queue, cancel all documents, and then reboot the computer. Try to print after the computer reboots. Refer to the Help system for the operating system for more information.

Check the device setup

For more information, see General troubleshooting tips and resources.

74 Solve a problem

Contents

Page Page Page Copyright information Hewlett-PackardCompany notices Acknowledgements Safety information Accessibility Contents Scan Copy Fax 6 Work with ink cartridges 7 Solve a problem Page A Technical information Guidelines for two-sided (duplex) printing B HP supplies and accessories Additional fax setup D Network setup (some models only) Device management tools F Errors (Windows) Index 1 Get started Front view Printing supplies area Back view Overview of buttons and lights Change product settings Types of messages Recommended papers for printing and copying HP Photo Value Packs: Recommended papers for photo printing Tips for selecting and using media Load an original on the scanner glass To load an original on the scanner glass Load an original in the automatic document feeder (ADF) Fit to Page To load an original in the document feeder tray Load media To load media Envelopes: Photo paper: Transparencies: Custom-sized Clean the scanner glass Clean the exterior Clean the automatic document feeder (ADF) (Some models only) To clean the plastic strip inside the automatic document feeder CAUTION: Turn off the device 2 Print Print documents (Windows) Print documents (Mac OS X) Print brochures (Windows) Print brochures (Mac OS X) Print on envelopes (Windows) Print on envelopes (Mac OS X) Print a Web page (Windows) Print a Web page (Mac OS X) Print photos on photo paper (Windows) Print photos on photo paper (Mac OS X) Print on special or custom-sizedpaper (Windows) Print on special or custom-sizedpaper (Mac OS X) Set up custom sizes (Mac OS X) Print borderless documents (Windows) Print borderless documents (Mac OS X) Perform two-sidedprinting (Windows) Perform two-sidedprinting (Mac OS X) 3 Scan Scan an original from the product control panel Edit a scanned document using optical character recognition (OCR) software 4 Copy To change copy settings for a single job To save the current settings as defaults for future jobs Set As Default Yes 5 Fax Send a basic fax Send a fax manually from a phone Send a fax using monitor dialing Send a fax from memory Schedule a fax to send later Send a fax to multiple recipients Send a fax in Error Correction Mode Receive a fax manually Set up backup fax Reprint received faxes from memory Poll to receive a fax Forward faxes to another number Set the paper size for received faxes Set automatic reduction for incoming faxes Block junk fax numbers Add numbers to the junk fax list To manually enter a number to block Add Select no Enter no Receive faxes to your computer (Fax to PC and Fax to Mac) Modify Fax to PC or Fax to Mac settings To modify settings from the device control panel Basic Fax Setup Fax to PC Change fax settings Configure the fax header Set the answer mode (Auto answer) Set the number of rings before answering Change the answer ring pattern for distinctive ring Set the fax error correction mode Set the dial type Set the redial options Set the fax speed Set the fax sound volume Print fax confirmation reports Print fax error reports Print and view the fax log Clear the fax log Print the details of the last fax transaction Print a Caller ID History Report 6 Work with ink cartridges Related topics Check the estimated ink levels Handle the ink cartridges Replace the ink cartridges To replace the ink cartridges Page Page Align the ink cartridges Align Cartridge Clean the ink cartridges To clean the ink cartridges from the product control panel Clean Cartridge To clean the ink cartridges from the HP software Clean Printheads Clean 7 Solve a problem Obtain electronic support HP support by phone Phone support period Telephone support numbers www.hp.com/support After the phone support period General troubleshooting tips and resources Pause Printing Troubleshooting topics The device shuts down unexpectedly Error message appears on control-paneldisplay Alignment fails The device is not responding (nothing prints) Device takes a long time to print Blank or partial page printed Something on the page is missing or incorrect Placement of the text or graphics is wrong Solution 1: Use genuine HP cartridges Solution 2: Check the paper Solution 3: Wait a short period of time (if possible) Solution 4: Check the print settings Step 1: Check the print quality settings Print quality: Paper type: Automatic Resizing Options: Solution 5: Check estimated ink levels and replace low or empty ink cartridges Solution 6: Print and evaluate a diagnostic report and troubleshoot defects Print Quality Diagnostic Report Print Quality Ink level: Ink level Color bars: Ragged or irregularly streaked or faded bars irregularly streaked fading ragged on one end Regular white streaks in the bars Bar colors are not uniform Large-font text: Alignment pattern: Self-TestReport Self- Test To evaluate the Diagnostic Page: Solution 7: Clean the ink cartridges Solution 8: Align the ink cartridges Solution 9: Replace the problem ink cartridge Solution 10: Service the product To clean the ink cartridge contacts Clean the area around the ink nozzles To clean the area around the ink nozzles Solve paper-feedproblems Media is not supported for the printer or tray Media is not picked up from a tray Media is not coming out correctly Pages are skewing Solve copy problems No copy came out Copies are blank Documents are missing or faded Size is reduced Copy quality is poor Copy defects are apparent Paper mismatch Scanner did nothing Scan takes too long Part of the document did not scan or text is missing Text cannot be edited Error messages appear Scanned image quality is poor Scan defects are apparent The fax test failed The "Fax Hardware Test" failed Fax Setup Wizard HP Setup Assitant Fax Hardware Test The "Fax Connected to Active Telephone Wall Jack" test failed The "Phone Cord Connected to Correct Port on Fax" test failed Figure 7-1Back view of the device The "Using Correct Type of Phone Cord with Fax" test failed The "Dial Tone Detection" test failed Dial Tone Detection Test Dial Tone Detection The "Fax Line Condition" test failed Fax Line Condition Test Fax Line Condition The display always shows Phone Off Hook The device is having problems sending and receiving faxes Solution: Page The device is having problems sending a manual fax The device cannot receive faxes, but can send faxes Page The device cannot send faxes, but can receive faxes Space (#) Fax tones are recorded on my answering machine The phone cord that came with my device is not long enough To extend your phone cord Color faxes do not print Cause: General network troubleshooting Network port created does not match device IP address (Windows) Basic wireless troubleshooting Advanced wireless troubleshooting To check a wireless connection Network Connections View Network Status Tasks Not Connected A: Make sure the HP device is on the network Network Status URL B: Check to see if you can access the embedded Web server (EWS) To access the EWS Step 4: Make sure the HP device is online and ready Offline Use Printer Online Paused Resume Printing Printers and Faxes Document Defaults Printing Preferences Standard TCP/IP Port Set as Default Printer Configure your firewall to work with HP devices •hpqkygrp.exe, located in C:\program files\HP\digital imaging\bin •hpqscnvw.exe, located in C:\program files\HP\digital imaging\bin - or hpiscnapp.exe, located in C:\program files\HP\digital imaging\bin •hpqste08.exe, located in C:\program files\HP\digital imaging\bin Solve device management problems Embedded Web server cannot be opened The EWS is only available in English Hardware installation suggestions Software installation suggestions Printer Status Report Product Information: Ink Delivery System Information: Additional Assistance: Printer Information: Understand the network configuration page (some models only) Network Configuration Page General Information: 802.3 Wired: 802.11 Wireless: Clear jams Clear paper jams Avoid paper jams A Technical information Warranty information Hewlett-Packardlimited warranty statement Ink cartridge warranty information Device specifications Wireless models System requirements Operating system compatibility Minimum requirements Recommended requirements Compatible network protocols Network management Embedded Web server specifications (some models only) Requirements Media specifications Envelopes Cards Photo media Understand supported media types and weights Tray Type Weight Set minimum margins Media (1) Left (2) Right (3) Top Guidelines for two-sided(duplex) printing Print resolution Black print resolution Color print resolution Print specifications Fax specifications Photo (dpi) Very Fine (dpi) Fine (dpi) Standard (dpi) Scan specifications Operating environment Operating environment Storage environment Electrical requirements Regulatory information FCC statement Notice to users in Korea VCCI (Class B) compliance statement for users in Japan Notice to users in Japan about the power cord Noise emission statement for Germany Geräuschemission LED indicator statement Notice to users of the U.S. telephone network: FCC requirements Note Notice to users of the Canadian telephone network Remarque Notice to users in the European Economic Area Notice to users of the German telephone network Hinweis für Benutzer des deutschen Telefonnetzwerks Australia wired fax statement Regulatory information for wireless products Exposure to radio frequency radiation Caution Notice to users in Brazil Aviso aos usuários no Brasil Notice to users in Canada European Union regulatory notice European Union Regulatory Notice Products with 2.4-GHzwireless LAN devices France Italy Declaration of conformity DECLARATION OF CONFORMITY Page Page Environmental product stewardship program Page Power consumption Chemical Substances RoHS notices (China only) Toxic and hazardous substance table Third-partylicenses HP Officejet 4500 Desktop AES SHA2 ZLIB HP Officejet 4500 / HP Officejet 4575 / HP Officejet Advantage Expat OpenSSL Page Page Page Page HP Officejet 4500 Wireless Page Page Page Page Page Page B HP supplies and accessories Order printing supplies online Supplies HP media C Additional fax setup Set up faxing (parallel phone systems) Choose the correct fax setup for your home or office Other equipment or services sharing your fax line Recommended fax setup DSL PBX Case A: Separate fax line (no voice calls received) Back view of the device To set up the device with a separate fax line Auto Answer Case B: Set up the device with DSL To set up the device with DSL Case C: Set up the device with a PBX phone system or an ISDN line Case D: Fax with a distinctive ring service on the same line To set up the device with a distinctive ring service Distinctive Ring Case E: Shared voice/fax line To set up the device with a shared voice/fax line automatically manually Case F: Shared voice/fax line with voice mail To set up the device with voice mail Case G: Fax line shared with computer modem (no voice calls received) Set up the device with a computer dial-upmodem To set up the device with a computer dial-upmodem Set up the device with a computer DSL/ADSL modem To set up the device with a computer DSL/ADSL modem Case H: Shared voice/fax line with computer modem Shared voice/fax with computer dial-upmodem Example of a parallel splitter To set up the product on the same phone line as a computer with two phone ports Back view of the product Page Shared voice/fax with computer DSL/ADSL modem Case I: Shared voice/fax line with answering machine To set up the device with a shared voice/fax line with answering machine Case J: Shared voice/fax line with computer modem and answering machine Shared voice/fax line with computer dial-upmodem and answering machine Page Shared voice/fax line with computer DSL/ADSL modem and answering machine Case K: Shared voice/fax line with computer dial-upmodem and voice mail To set up the device on the same phone line as a computer with two phone ports Serial-typefax setup Test fax setup DNetwork setup (some models only) Change basic network settings Change advanced network settings Set link speed To View IP settings To Change IP settings Set up the device for wireless communication (some models only) Ad hoc: Infrastructure (recommended): Security settings Network authentication: •Data encryption: To set up wireless communication using the installer (Windows) To set up wireless communication using the installer (Mac OS X) Connect the device using an ad hoc wireless network connection To turn off wireless communication To print a wireless test page Reset wireless settings Change the connection method Uninstall and reinstall the software To uninstall from a Windows computer, method All Programs Uninstall HP Digital Imaging Monitor Settings Install To uninstall from a Macintosh computer, method HP Installer Applications HP Uninstaller E Device management tools Toolbox (Windows) Use the HP Solution Center (Windows) HP Utility (Mac OS X) Embedded Web server (some models only) Web browser: Windows taskbar Network Settings (EWS) Windows Vista View device webpage F Errors (Windows) Fax Memory Full Device Disconnected Ink Alert Cartridge Problem Page Paper Mismatch The cartridge cradle cannot move The printer is out of paper Printer Offline Printer Paused Document failed to print General printer error Align cartridge Index Symbols/Numerics