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HP 6812, 6815 10 Solve a problem, HP support, Register printer, Support process

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10 Solve a problem

The information in this section suggests solutions to common problems. If your printer is not operating correctly and these suggestions did not solve your problem, try using one of the support services listed in HP support to obtain assistance.

This section contains the following topics:

●Get help from the printer control panel

●Understand printer reports

●Solve printer problems

●Solve printing problems

●Solve copy problems

●Solve scan problems

●Solve fax problems

●Solve problems using Web Services

●Solve network problems

●Maintain the printer

●Clear paper jams

●Clear the print carriage

●Restore defaults and settings

HP support

●Register printer

●Support process

●Obtain electronic support

●HP support by phone

Register printer

By taking just a few quick minutes to register, you can enjoy quicker service, more efficient support, and product support alerts. If you did not register your printer while installing the software, you can register now at http://www.register.hp.com.

Support process

If you have a problem, follow these steps:

82 Chapter 10 Solve a problem

ENWW

Contents

Page Page Page Page Page Table of contents Page Page Page Page Page Page Page 1How do I 2Get started Accessibility HP EcoSolutions (HP and the Environment) Manage Power Optimize Printing Supplies Understand the printer parts Front view Printing supplies area Back view Use the printer control panel Overview of buttons and lights Control panel display icons Change printer settings Paper basics Recommended papers for printing Photo printing ●HP Premium Plus Photo Paper ●HP Advanced Photo Paper ●HP Everyday Photo Paper ●HP Photo Value Packs Order HP paper supplies Tips for selecting and using paper Load paper Page To load an envelope Page To load cards and photo paper Load an original on the scanner glass Load an original in the document feeder Insert a USB flash drive Update the printer Open the HP printer software (Windows) Turn the printer off 3Print Print documents Print brochures Print on envelopes Print photos To print a photo from the computer (Windows) Photo Paper Yes Print in Max DPI High Quality Grayscale Print on special and custom-sizepaper Settings Control Panel View devices and printers Print server properties Devices and Printers Print on both sides (duplexing) Print using the maximum dpi Tips for print success Paper loading tips Printer settings tips (Windows) Print, Scan & Fax Set Preferences Pages per Sheet Preserve Layout HP Real Life Technologies Booklet-LeftBinding Booklet-RightBinding Printing Shortcut Print with AirPrintTM 4Copy and scan Copy Scan Scan to a computer Scan to a memory device Scan to Email Set up Scan to Email Use Scan to Email Change account settings Scan using Webscan Scanning documents as editable text Scan documents as editable text Guidelines for scanning documents as editable text ●Make sure the text on the document is clear ●Choose the correct profile Windows: Use the Editable Text (OCR) or Save as PDF shortcuts Documents ●Save your file in the correct format 5Fax Send a fax Send a standard fax Send a standard fax from the computer Send a fax from a phone Send a fax using monitor dialing Send a fax from memory Send a fax to multiple recipients Send a fax in Error Correction Mode Receive a fax Receive a fax manually Set up backup fax Reprint received faxes from memory Forward faxes to another number Set automatic reduction for incoming faxes Block unwanted fax numbers Receive faxes using HP Digital Fax HP Digital Fax requirements Activate HP Digital Fax Modify HP Digital Fax settings Set up phone book contacts Set up and change phone book contacts Set up and change group phone book contacts Delete phone book contacts Print a list of phone book contacts 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 dial type Set the redial options Set the fax speed Set the fax sound volume Fax and digital phone services Fax over Internet Protocol Use reports 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 Report View the Call History 6Web Services What are Web Services Set up Web Services To set up Web Services using the printer control panel 2.Touch Web Services Setup Accept To set up Web Services using the embedded web server Web Services Use Web Services HP ePrint HP Printables Remove Web Services 7Work with ink cartridges Information on ink cartridges and the printhead Check the estimated ink levels Replace the ink cartridges Page Order ink cartridges Store printing supplies Anonymous usage information storage Ink cartridge warranty information 8Network setup Set up the printer for wireless communication Before you begin Set up the printer on your wireless network Change the connection type Test the wireless connection Turn on or off the wireless capability of the printer Change network settings Use HP wireless direct To print from a wireless-capablemobile device HP-Print-**-Officejet To print from a wireless-capablecomputer (Windows) b.Click Printer Setup & Software, and then select Connect a new printer To print from a wireless-capablecomputer (OS X) a.Open System Preferences 9Printer management tools Toolbox (Windows) HP Utility (OS X) Embedded web server About cookies Open the embedded web server Control panel lock Embedded web server cannot be opened Ping 10 Solve a problem HP support Register printer Support process Obtain electronic support HP support by phone Before you call Phone support period Support phone numbers Get help from the printer control panel Understand printer reports Printer status report Network configuration page General Information: 802.3 Wired: 802.11 Wireless: Print quality report To print a print quality report 3.Touch Print Quality Report Wireless test report Web access report Solve printer problems Printhead alignment fails Paper-feedproblems ●Paper is not picked up from a tray ●Pages are skewing ●Multiple pages are being picked up Solve printing problems Print quality is not acceptable Solve copy problems Solve scan problems Scan takes too long Part of the document did not scan or text is missing ●Check the settings Text cannot be edited Printer Setup & Software ●Check the originals Scanned image quality is poor ●Text or images on the back of a two-sidedoriginal appear in the scan ●The scanned image is skewed (crooked) ●The scanned image shows blots, lines, vertical white stripes, or other defects Solve fax problems The fax test failed The "Phone Cord Connected to Correct Port on Fax" test failed Plug the phone cord into the correct port Figure 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 The display always shows Phone Off Hook The printer is having problems sending and receiving faxes Page The printer cannot receive faxes, but can send faxes The printer cannot send faxes, but can receive faxes Fax tones are recorded on my answering machine The phone cord that came with my printer is not long enough The computer cannot receive faxes (HP Digital Fax) Solve problems using Web Services Solve network problems General network troubleshooting Unable to connect the printer wirelessly To turn on the wireless capability of the printer b.Touch Wireless Settings Update IP address c.Touch Network Setup d.Touch Print Reports e.Touch Wireless Test Report Maintain the printer Clean the scanner glass Clean the exterior Clean the document feeder Page Maintain the printhead and ink cartridges Clear paper jams To clear a paper jam Page Page Page To clear a paper jam in the document feeder Page To avoid paper jams Clear the print carriage Restore defaults and settings To restore the printer to the original factory defaults 4.Touch Restore Factory Defaults To restore the printer to the original network settings 3.Touch Restore Network Settings ATechnical information Specifications Paper size and weights Print specifications Copy specifications Scan specifications Fax specifications Regulatory information Regulatory Model Number 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 Visual display workplaces statement for Germany Notice to users of the U.S. telephone network: FCC requirements Notice to users of the Canadian telephone network Notice to users in the European Economic Area Notice to users of the German telephone network Australia wired fax statement European Union Regulatory Notice Products with external AC Adapters Products with wireless functionality European telephone network declaration (Modem/Fax) Declaration of conformity Regulatory information for wireless products Exposure to radio frequency radiation Notice to users in Brazil Notice to users in Canada Notice to users in Taiwan Notice to users in Mexico Wireless notice to users in Japan Environmental product stewardship program Paper use Plastics Material safety data sheets Recycling program HP inkjet supplies recycling program Chemical substances Battery disposal in the Taiwan Battery notice for Brazil California Perchlorate Material Notice Toxic and hazardous substance table (China) Restriction of hazardous substance (Ukraine) Restriction of hazardous substance (India) EPEAT China SEPA Ecolabel User Information BAdditional fax setup Set up faxing (parallel phone systems) Select the correct fax setup for your home or office Page Case A: Separate fax line (no voice calls received) Case B: Set up the printer with DSL Case C: Set up the printer with a PBX phone system or an ISDN line Case D: Fax with a distinctive ring service on the same line Case E: Shared voice/fax line Case F: Shared voice/fax line with voice mail Case G: Fax line shared with computer modem (no voice calls received) Set up the printer with a computer dial-upmodem Set up the printer with a computer DSL/ADSL modem Case H: Shared voice/fax line with computer modem Shared voice/fax with computer dial-upmodem B-8 B-9 To set up the printer on the same phone line as a computer with two phone ports Shared voice/fax with computer DSL/ADSL modem B-10 Case I: 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 B-13 Shared voice/fax line with computer DSL/ADSL modem and answering machine B-14 Case K: Shared voice/fax line with computer dial-upmodem and voice mail B-16 Serial-typefax setup Test fax setup To test fax setup via the printer control panel 4.Touch Fax Setup Run Fax Test CErrors (Windows) Low on ink Very low on ink Ink cartridge problem Paper size mismatch Ink cartridge carriage stalled Paper jam or tray problem Out of paper Document failed to print Printer failure Door open Ink cartridge failure Printer supply upgrade problem Counterfeit Cartridge Advisory Do not use SETUP cartridges Incompatible ink cartridges Problem with Printer Preparation Paper too short Ink cartridge incorrectly installed Problem with printhead Incompatible HP Instant Ink Cartridge Used HP Instant Ink Cartridge Please Connect Printer to HP Connected Cannot Print Index Page Page Page V view