Troubleshooting | HP C5500 instruction

Chapter 14

Troubleshooting

c. Remove all the items that are related to the HP Photosmart Software.

CAUTION: If the computer is manufactured by HP or Compaq, do not remove any applications other than those listed below.

•HP Imaging device functions

•HP Document Viewer

•HP Photosmart Essential

•HP Image Zone

•HP Photo and imaging gallery

•HP Photosmart, Officejet, Deskjet (with the product name and software version number)

•HP Software update

•HP Share to Web

•HP Solution Center

•HP Director

•HP Memories Disk Greeting Card Creator 32

d. Go to C:\Program Files\HP or C:\Program Files\Hewlett- Packard (for some older products) and delete the Digital Imaging folder.

e. Go to C:\WINDOWS and rename the twain_32 folder to twain_32 old.

3.Turn off programs that run in the background.

NOTE: When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, but are not required for the computer to function. Occasionally, TSR's prevent the HP software from loading so that it does not install properly. In Windows Vista and Windows XP, use the MSCONFIG utility to prevent TSR programs and services from starting up.

To turn off programs that run in the background a. On the Windows taskbar, click Start.

b. Depending on your operating system, do one of the following:

•In Windows Vista: In Start Search, type MSCONFIG, and then press Enter.

When the User Account Control dialog box appears, click Continue.

•In Windows XP: Click Run. When the Run dialog box appears, type MSCONFIG, and then press Enter.

The MSCONFIG utility application appears.

c. Click the General tab. d. Click Selective Startup.

e. If there is a check mark next to Load Startup Items, click the check mark to remove it.

f. Click the Services tab, and select the Hide All Microsoft Services box. g. Click Disable all.

128 Troubleshooting

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HP C5500 manual Troubleshooting

Contents

Windows Help HP Photosmart C5500 All-in-One series Page Contents Print from your computer Use the photo features Use the reprint features Use the scan featuresUse the copy features Maintain the HP All-in-One Troubleshooting Technical information HP warranty and support Index HP Photosmart C5500 All-in- One series Help OneHP Photosmart seriesC5500 HelpAll- HP All-in-One at a glance HP All-in-One overview Control panel overview Control panel features Label Icon Name and Description Copy Menu Menu overviewDisplay icons Display sleep state Help Menu Setup MenuPhoto Menu Scan Menu Use the HP Photosmart Software Enter text using the visual keyboardTo enter text using the visual keyboard Use the HP Photosmart Software Overview Start Here guide Find more information Find more information To set your language and country/region Finish setting up the HP All-in- OneSet your preferences Set your language and country/region To turn faster browsing on or off Enable faster browsing of photosTo set the default paper tray To turn energy saving mode on or off Set the energy save modeSet the paper tray for printing from a Bluetooth device Restore the factory defaults To turn the tips slideshow on or off To restore the factory defaultsTo turn the demo mode on or off Play a slideshow on the display Connect to a computer Connect to a Bluetooth deviceWhat you need for a Bluetooth connection To enable printer sharing on a Windows computer To find out the device address of the product Click View devices in range Manage your Bluetooth settingsTo install and print using the Microsoft stack To install and print using the Widcomm stack Change the device name View and print Bluetooth settingsTo view and print Bluetooth settings Set the security level Set Bluetooth security for the HP All-in-OneTo change the device name of the product Related topics To set the product to be Not visible To set the product to require passkey authenticationSet the HP All-in-One to be invisible to Bluetooth devices Reset Bluetooth settings on the HP All-in-One To reset the Bluetooth settings Finish setup How do I? How do To load an original on the glass Load originals and load paperLoad originals HP Premium Photo Paper Choose papers for printing and copyingRecommended papers for printing and copying HP Premium Plus Photo Paper HP Bright White Inkjet Paper Recommended papers and media for printing onlyHP Premium Inkjet Transparency Film HP Premium Inkjet Paper Papers to avoid To load full-size paper Additional papers to avoid when copyingLoad paper Load full-size paper or small-size photo paper Slide the paper-width guide to its outermost position Load andoriginals Load postcards, Hagaki, or index cards To load postcards, Hagaki, or index cards in the photo tray To load envelopes Load envelopes Load originals and load paper Load other types of paper To load a regular-size 120 mm CD/DVD on the CD/DVD tray Load a CD/DVD Load originals and load paper To load a small-size 80 mm CD/DVD on the CD/DVD tray Load originals and load paper Clear paper jams on Avoid paper jams Load originals and load paper To print from a software application Print from your computerPrint from a software application To set the paper size Make the HP All-in-One the default printerChange the print settings for the current job Set the paper size To set the paper type for printing View the print resolutionSet the paper type for printing To select a print speed or quality To view the print resolutionChange the print speed or quality Change the page orientation Preview your print job Scale the document sizeChange the saturation, brightness, or color tone To preview your print job Change the default print settingsTo change the default print settings Printing shortcuts Click the Printing Shortcuts tab Create printing shortcutsDelete printing shortcuts To create a printing shortcut To print a borderless image Perform special print jobsPrint a borderless image To print a photo on photo paper Print a photo on photo paper Off applies no HP Real Life Technologies to the image Print using Maximum dpi To print directly onto a CD/DVD To print in Maximum dpi modePrint onto a CD/DVD To print on both sides Print on both sides To print a multiple-page document as a booklet Print a multiple-page document as a booklet Left-edge binding for left-to-right languages To print multiple pages on a single sheet Print multiple pages on a single sheetPrint a multiple-page document in reverse order To reverse an image for iron-on transfers Reverse an image for iron-on transfersTo print a multiple-page document in reverse order To print on transparencies Print on transparenciesPrint a group of addresses on labels or envelopes To print a poster Expand Document Options, and then expand Printer FeaturesPrint a poster To print a group of addresses on labels or envelopes Print a Web Stop a print job Print Insert a memory card Use the photo features To insert a memory card Print photos Press Print Photos To print photos At the Print Preview screen, press Print Photos Create special projects from your photosSave photos to your computer To create special projects To save photos Edit photos using the control panelRemove red-eye Rotate a photo To crop a photo Zoom and pan to crop a photoTo rotate a photo To print a frame around your photo Automatically enhance your photosPrint a frame around your photo To turn off automatic photo enhancement To change the color effects Adjust the brightness of your photosTo adjust the brightness Apply special color effects to your photos No Effect Black & White Sepia Antique Photos Scan an original to a computer Use the scan featuresScan an image To scan to a computer Scan an original to a memory card Press Start Scan Edit a scanned imageEdit a scanned document To save a scan to the memory card or storage device To stop scanning Stop scanning To make a copy from the control panel Use the copy featuresMake a copy To preview your copy from the control panel Change the copy settings for the current jobPreview your copy job Press Start Copy Black or Start Copy Color to begin copying Set the copy paper type Set the number of copiesSet the copy paper size Change copy speed or quality Control panel setting To set default copy settings from the control panel Change default copy settingsAdjust the lightness and darkness of your copy To adjust the copy contrast from the control panel To resize a document from the control panel Perform special copy jobsResize an original to fit onto letter or A4 paper To crop your copy from the control panel Crop an originalShift the left margin To shift the margin for your copy from the control panel To correct copy quality issuesStop copying Improve the quality of a copy Fix a faded original Use the reprint featuresMake reprints of your photos Edit a photo before reprinting To fix a faded original photo when making a reprint Adjust the brightness of your photos Apply special color effects to your photos Work with print cartridges Maintain the HP All-in-One Check the estimated ink levels Handle the print cartridges Printer Toolbox appears Click the Estimated Ink Level tab Replace the print cartridgesTo check the ink levels from the control panel To check the ink levels from the HP Photosmart Software To replace the print cartridges Choose the right cartridge combination Work with print cartridges 101 One Use the print cartridge protector Use a photo print cartridge Remedy Remove ink from your skin and clothing Exit ink-backup mode Ink-backup modeAdvanced print cartridge maintenance Ink-backup mode output Align the print cartridges To align newly installed print cartridges Clean the print cartridges Clean the print cartridge contacts To clean the print cartridge contacts One Clean the area around the ink nozzles To clean the area around the ink nozzles Work with print cartridges 113 To print a self-test report Print a self-test report To clean the glass Clean the HP All-in-OneClean the glass Clean the lid backing Turn off the HP All-in-One Clean the exteriorTo clean the lid backing To order print cartridges from your desktop Shop for ink supplies Shop for ink supplies View the Readme file TroubleshootingSetup troubleshooting Troubleshooting common setup issues Product will not turn on Solution 2 Reset the product Solution Solution 5 Contact HP support for service Solution 3 Press the On button more slowlySolution 4 Contact HP to replace the power supply Work with print cartridges on After setting up the product, it does not print Display shows the wrong language Solution 3 Press the On button to turn on the productSolution 4 Load paper in the input tray Wrong measurements are showing in menus on the display To retry the USB connection To start the installation from a Windows computerMinimum System Checks screen appears Red X appears on the USB connect prompt To uninstall the software completely Received a message that an Unknown Error has occurredTo uninstall the software and reset the product Troubleshooting Click the check box next to Do not show this message again To run the Disk Cleanup utilityMore information about the Disk Cleanup utility To install the software Registration screen does not appear Uninstall and reinstall the softwareTo uninstall and reinstall the software Clear paper jams Paper jams To clear a paper jam from the rear door Information on paper Wrong, inaccurate, or bleeding colors Print quality troubleshooting Solution 3 Check the paper type Solution 6 Clean or replace the print catridges Solution 5 Check the print settings Ink is not filling the text or graphics completely Solution 1 Check the print settingsSolution 2 Check the paper type Solution 4 Check the print catridges Solution 1 Check the paper type Solution 5 Replace the print cartridge Printouts have horizontal streaks or lines Solution 2 Use a higher print quality settingSolution 3 Rotate the image Solution 5 Check the print catridges Solution 1 Make sure the paper is loaded correctlySolution 4 Clean the print cartridge nozzles Printouts are faded or have dull colors Solution 6 Replace the print cartridge Solution 1 Check the print settings Clean the lid backing on Clean the glass on Solution 4 Clean the glass Printouts seem blurry or fuzzy Solution 2 Use a higher quality imageSolution 3 Print the image in a smaller size Printouts have vertical streaks Solution 2 Make sure only one type of paper is loadedPrintouts are slanted or skewed Solution 2 Wait while the ink dries Solution 3 Ensure that the rear door is securely installedSolution 1 Print on a page of plain paper To remove excess ink using plain paper Paper is not picked up from the input tray Solution 2 Check the print settingsSolution 3 Clean the rollers Text edges are jagged To clean the rollersSolution 4 Contact HP support for service Solution 2 Align the print cartridges Print troubleshootingSolution 1 Use TrueType or OpenType fonts Envelopes print incorrectly Solution 1 Load the stack of envelopes correctlySolution 2 Check the envelope type Solution 3 Tuck the flaps to avoid paper jams Product is not responding Solution 1 Turn on the productSolution 2 Load paper in the input tray Solution 3 Select the correct printer To check the printer driver status Solution 4 Check the printer driver statusSolution 6 Remove all cancelled print jobs from the queue Solution 7 Clear the paper jam Carriage stall on Solution 8 Make sure the print carriage can move freely Solution 2 Print a previously saved version of the document Nothing happens when I try to printSolution 10 Reset the product Solution 1 Reset the product Print troubleshooting 155 Solution 6 Remove all cancelled print jobs from the queue Print a multiple-page document in reverse order on Pages in my document came out in the wrong order Solution 3 Load the stack of paper correctly Solution 1 Check the printer marginsTo check your margin settings Solution 2 Verify the paper size setting Text or graphics are cut off at the edge Solution 1 Check the margin settings To preview the print layout Solution 2 Check the layout of the documentSolution 3 Load the stack of papers correctly Blank page came out while printing Solution 4 Try printing with bordersSolution 3 Check the print cartridge Load full-size paper or small-size photo paper on Memory card troubleshooting Photo light next to the memory card slots is blinking Solution 1 Remove and reinsert the memory cardMy memory card no longer works in my digital camera Product does not read the memory card Solution 2 Remove the additional memory cardSolution 1 Insert the memory card properly To install the product software Solution 3 Remove the additional memory cardSolution 4 Reformat the memory card in your digital camera Solution 1 Install the product software Solution 3 Turn on the computer Solution 2 Turn on the product Solution 3 Select photos on the camera for printing Scan troubleshootingSolution 1 Set the camera to PictBridge mode Solution 2 Save the photos in a supported file format Scan halts Solution 1 Turn on your computerSolution 3 Install the HP Photosmart Software Scan fails Scanned image is incorrectly cropped Solution 4 Start the HP Photosmart SoftwareScan fails because of insufficient computer memory Scanned image is blank Scanned image shows dotted lines instead of text Solution 1 Adjust the brightness in the softwareText is incorrect or missing Scanned image has incorrect page layout Solution 1 Turn on the computer Scan feature does not workSolution 2 Clean the glass and lid Solution 3 Select the correct OCR language Solution 3 Install or reinstall the HP Photosmart Software Copy troubleshootingNothing happens when I try to copy Solution 5 Clear the paper jam Solution 2 Place the original correctly on the glass Parts of the original do not appear or are cut off Solution 1 Scan, enlarge, and then print a copyFit to Page is not working as expected Solution 1 Use Fit to Page to enlarge the photo Image is cropped when I make a borderless copySolution 3 Wipe the glass and the back of the document lid Printout is blank Solution 1 Scan, resize, and print the imageBorderless copy has white space around the edges Product does not detect the CD/DVD holder CD/DVD print troubleshootingSolution 2 Use photo paper to make borderless copies Solution 3 Place the CD/DVD on the CD/DVD holder Solution 1 Push the CD/DVD holder into the CD/DVD traySolution 2 Remove the CD/DVD holder from the storage area Product does not detect a CD/DVD on the holder Solution 4 Load the next disc on the CD/DVD holderSolution 1 Load a CD/DVD on the CD/DVD holder Solution 2 Load a CD/DVD with the printable side up Product is printing on a non-printable area of my disc Solution 1 Change the software settingsSolution 2 Load a new CD/DVD with the printable side up Design is not centered on my disc Solution 1 Use inkjet printable discsProduct reports a CD/DVD size mismatch error Ink on the CD/DVD is not drying Product messages Errors Carriage jam Solution 1 Clear the paper jam from the rear doorSolution 2 Clear the paper jam from the front Solution 3 Make sure the print carriage can move freely Solution 5 Print a self-test report To reset the product Solution 6 Reset the product Solution 2 Contact HP support Solution 7 Contact HP support for serviceProduct stall error Solution 1 Clear the paper jam Mechanism error Memory is full Photo tray problemCarriage blocked Firmware revision mismatch Solution 5 Make sure the photo paper is not curled Solution 1 Load more paper in the photo traySolution 3 Remove excess paper from the photo tray CD/DVD tray open Solution 6 Load one sheet of paper at a timePhoto tray cannot engage Photo tray cannot disengage Insert CD/DVD holder Solution 2 Load the next CD/DVD on the CD/DVD holder CD/DVD not found Open CD/DVD trayCD/DVD holder not found Solution 1 Verify if the software is installed correctly Scan errors To refresh the Windows Device Manager Solution 2 Refresh the Windows Device Manager To check the status of the product Solution 3 Verify if the Digital Imaging Monitor is runningCause The Digital Imaging Monitor was not running To check the power supply Solution 5 Check the power supply To check the USB connection To scan using WIA Solution 7 Try scanning with Windows Image Acquisition WIA Solution 8 Disable the Lexbces service Computer Management screen appears To restart the serviceOn the General tab, in the Service status area, click Start Solution 11 Check the USB chipset and controller Solution 9 Run the Scan Diagnostic Utility To check the USB chipset and controller Turn on the product More information about using a USB hub Solution 12 Uninstall and then reinstall the software Click Selective Startup Unable to print Solution 1 Print a self test report To disconnect and reconnect the USB cable Solution 2 Clear the print queueSolution 3 Disconnect and reconnect the USB cable To clear the print queue To verify the print driver To verify that the product is set as the default printer To clear the print queue manually Solution 5 Check if the printer is paused or offlineSolution 6 Clear the print queue manually To check if the printer is paused or offline To print from Notepad Solution 7 Stop and restart the print spoolerTo stop and restart the print spooler To verify the software application Product might not be correctly installed Solution 2 Check the power cord and USB cable To check the USB connection Double-clickAdd/Remove Programs Solution 3 Restart the computerSolution 4 Uninstall and reinstall the product To uninstall and reinstall the product Product was not found Solution 2 Check the power cord and USB cable To check the USB connection Solution 3 Restart the computer Product could not find available scan destinations Solution 1 Restart the computer Select Click here to restart later Error occurred while communicating with the product Solution 1 Reset the product To check the USB connection Solution 3 Restart the computer Missing HP Photosmart Software Solution 6 Contact HP support for service To install the HP Photosmart Software Solution 1 Install the HP Photosmart Software Unreadable files. NN files could not be read Error reading or writing the fileFile messages File not found Solution 1 Reinsert the memory cardSolution 2 Print photos from the computer Photos not found File corrupted Solution 1 Reinsert the memory card in the productSolution 2 Reformat the memory card in your digital camera General user messages Solution 3 Push the memory card all the way forward Memory card errorSolution 1 Remove all but one memory card Solution 2 Remove the memory card and reinsert it correctly Disconnected Solution 2 Empty the Recycle Bin on your desktopBorderless printing error Card access error Card is inserted incorrectly Use only one card at a time CD/DVD is upside down CD/DVD printing problemCard is damaged Card is not fully inserted Paper messages Out of paper Solution 1 Replace the rear doorSolution 2 Make sure the paper is loaded correctly Solution 5 Clean the rollers Solution 3 Check the print settings Paper jam or misfeed Paper mismatch Product not found Power and connection messagesWrong paper width Improper shutdown Solution 2 Connect the product to the computerCommunication test failed Two-way communication lost Carriage stall Print cartridge messagesLow on ink Solution 1 Clear the paper jam from the rear door Try to print from your computer Solution 6 Reset the product Need alignment or alignment failed Solution 4 Align newly installed print cartridges Solution 3 Check if print cartridges are fully inserted Print cartridges incorrectly installed Solution 5 Print cartridge might be defective To make sure the print cartridges are installed correctly Non-HP cartridges installed Printing in ink-backup mode Solution 2 Remove the tape from the print cartridges Solution 1 Insert the print cartridges Print cartridges missing or not detected Solution 3 Remove and reinsert the print cartridgesSolution 4 Contact HP support Solution 1 Reinsert the print cartridges To make sure the print cartridges are installed correctly Solution 2 Clean the print cartridge contacts Incompatible print cartridges Solution 3 Replace the print cartridge Print cartridges in wrong slot Solution 1 Check the print cartridgeSolution 2 Contact HP support for service Print cartridge is not intended for use in this product To make sure the print cartridges are installed correctly Troubleshooting To determine which print cartridge is having the problem Print cartridge problem Tri-color print cartridge Black print cartridge Solution 1 Remove and reinsert the print cartridges Solution 2 Clean the print cartridge contacts Original HP ink depleted Previously used genuine HP cartridge installed Replace the print cartridges on Warranty HP warranty and support Before you call HP support After the phone support period Phone support period Placing a call HP Quick Exchange Service Japan Remove the control panel faceplate Remove the print cartridges before shipment Pack the HP All-in-One Pack the HP All-in-One 275 HP warranty and support Technical information Specifications Paper use Print specifications HP inkjet supplies recycling program Material safety data sheetsPlastics Recycling program Regulatory notices FCC statement Regulatory model identification number Regulatory notices 283 Chapter Index Symbols/Numerics 286 287 288 289 290