Customer support options worldwide | HP 9500mfp instruction

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Customer support options worldwide

Information from the MFP

Before visiting the MFP support Web site or contacting customer support, fill in and print the following information and diagnostic pages. Use the second column to record specific information about the products that you own.

Information	Specific to your products	How to find
MFP model		Upper-right corner of the front doors of the
		MFP.

MFP serial number		Inside the front doors, in the lower-right corner.

Brand and model of your computer		See the documentation that came with your
		computer.

Operating system of your computer		See the documentation that came with your
		computer.

Version of MFP driver		Click Print, click Properties, and then click
		About on the Basics tab.

Configuration page and an event log		See chapter 10 of the User Reference Guide
		on the CD-ROM.

Print quality troubleshooting pages		See “Print Quality Troubleshooting Pages” on
		page 288.

310 Chapter 10 – Service and support

Rev. 1.0

Image 326

HP 9500mfp Customer support options worldwide, Information from the MFP, Information Specific to your products How to find

Contents

User guide Page HP Color LaserJet 9500mfp Copyright and License Trademark CreditsPage Chapter MFP basics Contents Digital sending and e-mail Enww Printing Control panel menus Managing and maintaining Service and support Specifications and regulatory information Enww Contents MFP components MFP components Rev Enww Control panel Features and buttons Function Light State Indication Interpreting control-panel lightsTo specify other numeric values Light State Indication Control-panel home screen To set device defaults at the control panel Setting the MFP defaultsSetting the MFP device defaults Setting the MFP defaults Loading input trays To load media in tray Loading input trays Rev To load tray 1 when the same paper is used for multiple jobs Rev Tray 2 and tray 3 hold up to 500 sheets of standard media Loading tray 2 and trayTo load detectable standard-size media in tray 2 and tray Pull the tray open until it stops Rev Enww That tray To load undetectable standard-size media in trayTray SIZE=*SIZE menu is displayed Set the Custom/Standard switch to CustomGuide until it gently touches the paper Rev To load custom media in tray 2 and tray Rev Enww Rev To load the 2,000-sheet side input tray tray Rev Than ANY Changing and setting the media size and type for a trayTo set or change media size for tray Press the Menu button To set or change a custom size for tray 2 and tray To set or change a media type for any tray Touch Exit to exit the menu MFP basics Copying Copy-screen layout Features and buttons Function Copy-screen layout Moves back one screen on the control-panel display Simplex/duplex, and staplingStarts copying the document Previous screen Copying instructions Copying instructions Copying by using the default settings one-touch copying Setting is Letter or A4 only if no media size is detected Copying by using user-defined settings To make color copies by using the default settings Select Portrait or Landscape Job ModeBasic tab What to select Select 1-sided or 2-sided Description of use Ordering Sheet Copying Select Collated or Uncollated Copying by using the ADF Copying from the scanner glass Copying books Select Book as the size Touch OK Creating a job to be copied later Color copies or black and white copies Enhance the document Adjust the lightness/darknessReduce or enlarge Background Removal Sharpness Setting copy defaults Copy setting Description Indicates the sharpness of the image when it is copied Network or e-mail administrator for this information Touch Sending Touch E-MAIL Rev Sending documents Sending documentsColor Changing the settings Scan Preferences Select Black and White or Color Sending a document to multiple recipients Using the auto-complete function Added to the local address book Using the address bookUsing the address book Creating a recipient list Faxing Country/region support Support Guide Connecting the fax to a phone line Verifying the fax operation Verifying the fax operation Establishing the required fax settings Name is a legal requirement Establishing the required fax settings Using the Fax Settings menuUtility to disable the LAN fax To verify or change the date and time settings Setting or verifying the date and timeSetting or verifying the location To verify or change the phone number and the company name Setting or verifying the fax headerTo verify or change the location Type a phone number and then touch OK Fax feature screen Fax feature screenConfiguration Utility Status message bar Send a FAX under the list of help topics Sending faxesSending a fax by typing the number manually From memory Fax Sending faxes Speed-dial group, see To create a speed dial onpage Sending a fax by using speed dialThen deleted from memory Sending a fax by using phone book numbers Contact list Rev Canceling a fax Canceling a faxCanceling the current fax transmission Press the Menu button Touch FAX To create a speed dial Canceling all pending faxesSpeed dial Touch the FAX option Touch Delete Touch YES Touch OK To delete a speed dialTouch the Edit tab Touch the Delete Speed Dial option Speed dial Changing the sharpness setting To change the sharpness setting Changing the background setting To change the background setting Receiving faxes Changing the light/dark settingTo change the light/dark setting Establishing optional fax settings Establishing optional fax settingsOptions might not be available or configurable Use the following procedure to set the modem volume Setting the modem volumeTo set the modem volume To set the ringer volume Setting the ringer volumeSetting outgoing fax resolution Reduce the transmission time To set the outgoing fax resolution Setting dialing and detection options Setting dialing and detection optionsSetting a dialing prefix To set a dialing prefix Setting the redial-on-busy feature To set redial-on-busy To select the paper tray Setting the paper traySetting the paper tray Setting the destination bin To set the destination bin Are you using the phone cord that came with the MFP? Troubleshooting faxWhat type of phone line are you using? Setting the destination bin Roll-over lines Are you using a phone-line splitter?Are you using a surge-protection device? Checking fax status Checking fax status HP Digital Sending utility has either disabled Analog fax is installed and readyFax is installed and operational. However MFP fax feature or has enabled LAN fax. When Fax is installed but the option Fax feature is not operatingProblem Cause Solution Fax feature is not operating Does not appear Formatter board is faultyService Graphics or Text and Graphics. See General fax problemsProblem Cause Recommended action Fax settings do not seem to be available in HP Web Jetadmin Schedule printing of faxes does Middle of faxing ADF cover on Receiving fax problems Receiving fax problems Problem Cause Solution Schedule printing of faxes is set Faxes will not print until the lock is disabledWill be printed after the tray is refilled MFP is out of toner Sending fax problems MFP is receiving faxes but is Disable the detect dial-tone setting seeSending fax problems Sent faxes are not arriving at the receiving fax machine 16-31 Call establishment errors Error codesValue Description Connection enablement failure errors 32-63 Transmit negotiation errors Value Description 64-79 Data transmit errors80-111 Transmit termination errors 112-143 Receive negotiate errors 144-159 Receive data errors 160-191 Receive termination errors 192-223 Undefined 224-255 Fax specifications Fax product specificationsEnvironmental specifications Fax product specifications Rev Customizing tray 1 operation Printing from tray 1 when the loaded paper is requestedCustomizing tray 1 operation Manually feeding paper from tray Using the job-storage features Using the job-storage featuresTo gain access to the job storage features For Windows all versions Private jobs To print a private job Stored jobs To delete a private job To print a stored job To delete a stored job QuickCopy jobs To print additional copies of a QuickCopy job To delete a QuickCopy job Proof and hold jobs Option To print a proof and hold job To delete a proof and hold job Enww Printing Control panel menus 121 To navigate through the control-panel menus Jobs for that user Retrieve job menuExplanation Retrieve job menu User Name Information menu MFP FeaturesInstalled mass storage devices Paper handling menu Paper handling menu Values Explanation Appear for tray 1 only Substitute the tray number for N Measure and set the X and Y dimensions This message appears when the custom switch isWhere you select millimeters or inches as the unit Media sizes Originals submenu Configure device menuConfigure device menu MFP uses the media sensors to automatically Use this item to specify the media size of the originalDocument Describe the size of the original document. If media is not Area. The setting can impact output quality for media Mixed is set as the default. You can select from nineIf Heavy Paper is set to ON, the scanner will adjust Whose weight is more than 100 g/m² 26-lb bond One side or both sides of the copy Copying submenuColor copies Not collated Use this item to indicate the number of copies that are Produced when you press Start without selectingFactory default setting is Number of copies That is attached Values varyDepending on =minimum sharpness Use this item to specify the sharpness settingEnhancement submenu =maximum sharpness Sending submenu Mail submenu Image Use this item to test the configured gateways for correctFunctionality. If the configured gateways are functional Use this item to automatically search the network for Printing submenu Number from 1 to 32,000. Use the numeric keypad to specify Default Paper Size Letter Media size using the ruler labels in the trays That is installed Control-panel settings Simplex of a sheet of paper Regular The internal Courier font that is available on This item also applies to A3- and 11 x 17 size mediaUse this item to select the version of Courier font to use HP LaserJet 4 Series printers Select on to print the PS error page when PS errors occur Print quality submenu Media type that you want to use. For each of the following Adjustments ON. The default value of each item is OFF. The RestoreOptimize option resets all options to the factory default Position OFF. For more information about optimize values Controls on the control-panel display System setup submenuFactory default setting is Control panel menus Hard disk Deleted from the queue Monochrome mode. Auto switches between modes based onMost cost-effective option for switching modes Connected to a network Use this item to specify the behavior of the trays. Each Options opens its own submenu Electronic components turns off the display backlight Sleep mode. Sleep mode minimizes the amount of power thatMFP consumes when it is idle and reduces wear on the MFP Mode Interrupt Possible values are determined by which valid languages are Installed in the MFPIt receives specific software commands Appears on the control panel CONTINUE=OFF on the control-panel System setup menu Determine how the MFP reacts to errorsTo stop printing when the MFP is out of staples, set Auto Goes offline for 10 seconds before returning online Recovery usually ON. This is the default setting Use this item to determine how the MFP functions when a jamAuto The MFP automatically selects the best mode for jam Performance might increase with this setting Appears. Touch the language that you want Available values include all languages in the list, and allSupported languages appear Selecting high-quality media 159 Ordering supported media Using non-HP-brand mediaSelecting and using media Setting media size and type Standard media size Custom media size Second Supported types of mediaRecycled High gloss images Color Tough paper 165 Recommended mediaOrdering recommended media HP Premium Cover Paper HP Color Laser Paper 167 Recommended media Type Characteristics HP Color Laser PaperHP Soft Gloss Laser Paper LaserJet Paper 105 g/m2 28-lb bondHP Premium Choice Finish on both sides, 98 bright HP Office Recycled Paper Recommended media Type Characteristics HP Premium ChoiceHP LaserJet Paper Transparencies Recommended media Type Characteristics HP Tough PaperHP Color LaserJet Weight Finish Type Determining media type Determining weight Matte versus glossy Device Tray or bin Capacity Media WeightSupported media sizes for input and output Up to 100 sheets Standard sizes 64 to 220 g/m2 Media Weight Tray or bin Capacity Tray or bin Capacity Media Custom sizes face up Up to Standard sizes for face-down binSheets Long edge between 210 mm and 470 mm Sheets stacked up 177 Finsiher To 50 sheet 8K, 16K Stapled Standard sizes for face-up bin Mm x 470 mm 12 inches x 18.5 inches Up to 2,000 sheets Standard sizes for face-down binInches x 8.25 inches maximum 179 See Determining media type on Media-related copy-quality and print-quality issuesIssue Recommended action 181 Few more pages in order to remove the excess toner 183 Preprinted form melt under the temperature of the fuserSmeared toner Fan the media to separate the individual sheets Its maximum capacityLoading input trays on 185 Selecting and using media Checking supplies levels Using the MFP control panelManaging supplies Managing supplies Press the Status button Ordering suppliesOrdering directly through the embedded Web server Storing supplies Storing the print cartridges Storing the image drums Storing the image transfer kit Replacing and recycling the supplies Print cartridges Print cartridge Part number Replacing the print cartridges Rev Enww Black C8560A Cyan C8561A Yellow C8562A Using the image drumsImage drum Part number C8563A Replacing the image drums Open the door completely Enww Rev Enww Image transfer kit Replacing the image transfer kit Open the upper door on the right side of the MFP Enww Rev Transfer belt are pushed into the MFP completely Stops completelySwing the green lever up. Close all of the doors Slot Rev Enww Rev Remove the bottom roller Roller. Slide the blue cover to the right Rev Image cleaning kit Replacing the image cleaning kit Enww Rev Cleaner handle and the green lever are in the up position Close the front doors Reattach the finishing device Image fuser kit Replacing the image fuser kit Enww Rev Enww To clean the glass Cleaning proceduresCleaning the ADF Open the ADF Locate the top and bottom ADF glass strips To clean the ADF delivery systemCleaning procedures Locate the white, vinyl ADF backing Rev To clean the top ADF glass strip Close the ADF cover To clean the ADF rollers Rev Cleaning the post charger Rev Enww Cleaning the fuser input Enww Rev Relocating the MFP Relocating the MFP Managing and maintaining Clearing jams Clearing jamsClear up after a few pages are printed Problem solving Jam clearing locations Jam in the automatic document feeder ADF cover Clearing jams from the input-tray areas Jam in tray Load media in tray Jam in tray 2 or tray Enww Rev Jam in the 2,000-sheet side input tray tray Rev Enww Jam inside the upper right door Enww Rev Jam at the upper right door or the front doors Open the front doors Lower the green lever Problem solving Enww Rev Enww Clearing jams from the duplexer Jam inside the duplexer Enww Rev Clearing jams from the output areas Jam in the fuser area at the lower left door Rev Enww Jam in the top output bin Step Remove loose toner Jam in the stacker or stapler/stacker Handle Carefully pull out any media from the flipper areaAvoid touching the flipper area. It can be hot Open doors. Push the finishing device back into place Jam in the 8-bin mailbox face-up bin Rev Jam in the multifunction finisher Rev Enww Rev Situation Solution Solving repeated jams Be fed from tray Submenu on Using the MFP help systemUnderstanding MFP messages Understanding MFP messages If a message persists Solving output-quality problems Solving output-quality problems Output-quality problem Short edge Output-quality troubleshooting procedures Solving persistent output-quality problems Output-quality-defect chart Horizontal lines or streaks Vertical lines Repetitive defects Color fade in all colors Color fade in one color Fingerprints and media dents Loose toner Smeared toner White areas dropouts on Media damage wrinkles, curl, creases, tears Specks or stray toner Skewed, stretched, or off-center Misaligned colors Print Quality Troubleshooting Pages To print the Print Quality Troubleshooting Pages Solving MFP problems MFP hardware issues Solving MFP problems Situation Solution Media-handling issues Situation Solution Occur Network documentation that came with your MFP network cards Situation Solution Situation Solution Clipped margins MFP-output issuesPrinted with Make sure that no data extends into the unprintable area SituationSolution Job prints with Job is not sent to the correct MFP Be printed facing down Print a PS or PCL font list see Information menu on SituationSolution Duplexer issues Situation Solution Extended warranty Warranty informationService during and after the warranty period Warranty information Spare parts and supplies availability Color print cartridge/image drum warrantyService and support Warranty information License Grant No Disassembly or DecryptionHP software license terms Ownership Export Requirements TransferTermination Government Restricted Rights Information from the MFP Information Specific to your products How to findCustomer support options worldwide About on the Basics tab Customer support options worldwide Customer support and MFP repair assistanceWorld Wide Web Mail Service and support HP Color LaserJet 9500mfp Physical specificationsPhysical specifications Specifications and regulatory information Enww Power requirements and circuit capacity Volt models Power consumption Power consumption Rev Acoustical specifications¹ Acoustical specifications¹Sound power level Declared per ISO Sound pressure level bystander position Declared per ISO Relative humidity Storage temperatureOperating and storage environment Storage humidity Environmental product stewardship program Protecting the environment Supplies Returns HP LaserJet PrintingSupplies Recycling Recycled paper Rev Material safety data Sheet FCC statement Regulatory statements Declaration of Conformity Conforms to the following Product Specifications Supplementary Information Enww EU Statement for Telecom Operation Canadian DOC Regulations Vcci Statement Japan Korean EMI Statement Laser Statement for Finland Luokan 1 laserlaite Klass 1 Laser Apparat Varo VaroitusVarning Taiwan Class a Statement Taiwan Battery Statement Product Information Sheet Specifications and regulatory information Page C8549-90902