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HP Officejet 4500 CM743A, 4500 G510 7 Solve a problem, HP support, If you have a problem, follow these steps

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7 Solve a problem

The information in Solve a problem suggests solutions to common problems. If your device 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:

•General troubleshooting tips and resources

•Solve printing problems

•Poor print quality and unexpected printouts

•Clean the area around the ink nozzles

•Solve paper-feed problems

•Solve copy problems

•Solve scan problems

•Solve fax problems

•Solve wired (Ethernet) network problems (some models only)

•Solve wireless problems (some models only)

•Configure your firewall to work with HP devices

•Solve device management problems

•Troubleshoot installation issues

•Understand the Printer Status Report and Self-Test Report

•Understand the network configuration page (some models only)

HP supportIf you have a problem, follow these steps

1.Check the documentation that came with the product.

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 device information and expert assistance and includes the following features:

•Fast access to qualified online support specialists

•Software and driver updates for the HP all-in-one

•Valuable troubleshooting information for common problems

•Proactive device updates, support alerts, and HP newsgrams that are available when you register the HP all-in-one

For more information, see Obtain electronic support.

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

70 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 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: Page Self-TestReport Self- Test To evaluate the Diagnostic Page: 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 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 Multiple pages are being picked up 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 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 Solution: The device is having problems sending and receiving faxes 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: The computer cannot receive faxes (Fax to PC and Fax to Mac) General network troubleshooting Network port created does not match device IP address (Windows) Basic wireless troubleshooting Advanced wireless troubleshooting Step 1: Make sure your computer is connected to your network To check a wired (Ethernet) connection System Preferences Network Built-in AirPort System Preferences Network Step 2: Make sure that the HP device is connected to your network A: Make sure the HP device is on the network B: Check to see if you can access the embedded Web server (EWS) To access the EWS Step 3: Check to see if the firewall software is blocking communication Step 4: Make sure the HP device is online and ready Page HP Network Devices Support Restart Add hardware addresses to a wireless access point (WAP) 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 •hpqtra08.exe, located in C:\program files\HP\digital imaging\bin Embedded Web server cannot be opened The EWS is only available in English Hardware installation suggestions Software installation suggestions Understand the Printer Status Report and Self-TestReport Printer Status Report Page Understand the network configuration page (some models only) Network Configuration Page General Information: 802.3 Wired: 802.11 Wireless: Clear paper jams Avoid paper jams Page 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 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 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