Product was not found, Solution 1 Reset the product | HP C5500

Troubleshooting

Chapter 14

7.Follow the onscreen instructions and the instructions provided in the Start Here guide that came with the product.

8.If you are still having trouble scanning, remove the following additional applications from the Add/Remove Programs list, if they are present.

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 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

Cause: There might have been a problem when you originally installed the HP Photosmart Software.

Product was not found

Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.

•Solution 1: Reset the product

•Solution 2: Check the power cord and USB cable

•Solution 3: Restart the computer

•Solution 4: Uninstall and reinstall the product

•Solution 5: Uninstall and reinstall the HP Photosmart Software

Solution 1: Reset the product

Solution: Turn off the product and reset it by disconnecting the power cord. Wait 60 seconds, and then plug in the power cord. Turn on the product.

Cause: You needed to reset the product.

If this did not solve the issue, try the next solution.

218 Troubleshooting

Image 221

HP C5500 manual Product was not found, Solution 1 Reset the product

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 Display icons Menu overviewDisplay sleep state Copy Menu Photo Menu Setup MenuScan Menu Help 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 Set your preferences Finish setting up the HP All-in- OneSet your language and country/region To set your language and country/region To turn faster browsing on or off Enable faster browsing of photosTo set the default paper tray Set the paper tray for printing from a Bluetooth device Set the energy save modeRestore the factory defaults To turn energy saving mode on or off To turn the demo mode on or off To restore the factory defaultsPlay a slideshow on the display To turn the tips slideshow on or off What you need for a Bluetooth connection Connect to a Bluetooth deviceTo enable printer sharing on a Windows computer Connect to a computer To find out the device address of the product To install and print using the Microsoft stack Manage your Bluetooth settingsTo install and print using the Widcomm stack Click View devices in range Change the device name View and print Bluetooth settingsTo view and print Bluetooth settings To change the device name of the product Set Bluetooth security for the HP All-in-OneRelated topics Set the security level Set the HP All-in-One to be invisible to Bluetooth devices To set the product to require passkey authenticationReset Bluetooth settings on the HP All-in-One To set the product to be Not visible 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 Recommended papers for printing and copying Choose papers for printing and copyingHP Premium Plus Photo Paper HP Premium Photo Paper HP Premium Inkjet Transparency Film Recommended papers and media for printing onlyHP Premium Inkjet Paper HP Bright White Inkjet Paper Papers to avoid Load paper Additional papers to avoid when copyingLoad full-size paper or small-size photo paper To load full-size 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 Change the print settings for the current job Make the HP All-in-One the default printerSet the paper size To set the paper size To set the paper type for printing View the print resolutionSet the paper type for printing Change the print speed or quality To view the print resolutionChange the page orientation To select a print speed or quality Preview your print job Scale the document sizeChange the saturation, brightness, or color tone To change the default print settings Change the default print settingsPrinting shortcuts To preview your print job Delete printing shortcuts Create printing shortcutsTo create a printing shortcut Click the Printing Shortcuts tab 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 Print a poster Expand Document Options, and then expand Printer FeaturesTo print a group of addresses on labels or envelopes To print a poster 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 Save photos to your computer Create special projects from your photosTo create special projects At the Print Preview screen, press Print Photos Remove red-eye Edit photos using the control panelRotate a photo To save photos To crop a photo Zoom and pan to crop a photoTo rotate a photo Print a frame around your photo Automatically enhance your photosTo turn off automatic photo enhancement To print a frame around your photo To adjust the brightness Adjust the brightness of your photosApply special color effects to your photos To change the color effects 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 Edit a scanned document Edit a scanned imageTo save a scan to the memory card or storage device Press Start Scan To stop scanning Stop scanning To make a copy from the control panel Use the copy featuresMake a copy Preview your copy job Change the copy settings for the current jobPress Start Copy Black or Start Copy Color to begin copying To preview your copy from the control panel Set the copy paper type Set the number of copiesSet the copy paper size Change copy speed or quality Control panel setting Adjust the lightness and darkness of your copy Change default copy settingsTo adjust the copy contrast from the control panel To set default copy settings 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 Stop copying To correct copy quality issuesImprove the quality of a copy To shift the margin for your copy from the control panel Make reprints of your photos Use the reprint featuresEdit a photo before reprinting Fix a faded original 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 To check the ink levels from the control panel Replace the print cartridgesTo check the ink levels from the HP Photosmart Software Printer Toolbox appears Click the Estimated Ink Level tab 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 Advanced print cartridge maintenance Ink-backup modeInk-backup mode output Exit ink-backup mode 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 Clean the glass Clean the HP All-in-OneClean the lid backing To clean the glass 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 Setup troubleshooting TroubleshootingTroubleshooting common setup issues View the Readme file 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 Minimum System Checks screen appears To start the installation from a Windows computerRed X appears on the USB connect prompt To retry the USB connection To uninstall the software completely Received a message that an Unknown Error has occurredTo uninstall the software and reset the product Troubleshooting More information about the Disk Cleanup utility To run the Disk Cleanup utilityTo install the software Click the check box next to Do not show this message again 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 1 Print on a page of plain paper Solution 3 Ensure that the rear door is securely installedTo remove excess ink using plain paper Solution 2 Wait while the ink dries 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 Solution 2 Check the envelope type Solution 1 Load the stack of envelopes correctlySolution 3 Tuck the flaps to avoid paper jams Envelopes print incorrectly Solution 2 Load paper in the input tray Solution 1 Turn on the productSolution 3 Select the correct printer Product is not responding Solution 6 Remove all cancelled print jobs from the queue Solution 4 Check the printer driver statusSolution 7 Clear the paper jam To check the printer driver status Carriage stall on Solution 8 Make sure the print carriage can move freely Solution 10 Reset the product Nothing happens when I try to printSolution 1 Reset the product Solution 2 Print a previously saved version of the document 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 To check your margin settings Solution 1 Check the printer marginsSolution 2 Verify the paper size setting Solution 3 Load the stack of paper correctly 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 Solution 4 Reformat the memory card in your digital camera Solution 3 Remove the additional memory cardSolution 1 Install the product software To install the product software Solution 3 Turn on the computer Solution 2 Turn on the product Solution 1 Set the camera to PictBridge mode Scan troubleshootingSolution 2 Save the photos in a supported file format Solution 3 Select photos on the camera for printing Solution 3 Install the HP Photosmart Software Solution 1 Turn on your computerScan fails Scan halts Scan fails because of insufficient computer memory Solution 4 Start the HP Photosmart SoftwareScanned image is blank Scanned image is incorrectly cropped Text is incorrect or missing Solution 1 Adjust the brightness in the softwareScanned image has incorrect page layout Scanned image shows dotted lines instead of text Solution 2 Clean the glass and lid Scan feature does not workSolution 3 Select the correct OCR language Solution 1 Turn on the computer 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 Solution 1 Load a CD/DVD on the CD/DVD holder Solution 4 Load the next disc on the CD/DVD holderSolution 2 Load a CD/DVD with the printable side up Product does not detect a CD/DVD on the holder 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 Product reports a CD/DVD size mismatch error Solution 1 Use inkjet printable discsInk on the CD/DVD is not drying Design is not centered on my disc 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 Carriage blocked Photo tray problemFirmware revision mismatch Memory is full 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 Photo tray cannot engage Solution 6 Load one sheet of paper at a timePhoto tray cannot disengage CD/DVD tray open 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 Solution 3 Disconnect and reconnect the USB cable Solution 2 Clear the print queueTo clear the print queue To disconnect and reconnect the USB cable To verify the print driver To verify that the product is set as the default printer Solution 6 Clear the print queue manually Solution 5 Check if the printer is paused or offlineTo check if the printer is paused or offline To clear the print queue manually To stop and restart the print spooler Solution 7 Stop and restart the print spoolerTo verify the software application To print from Notepad Product might not be correctly installed Solution 2 Check the power cord and USB cable To check the USB connection Solution 4 Uninstall and reinstall the product Solution 3 Restart the computerTo uninstall and reinstall the product Double-clickAdd/Remove Programs 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 Solution 2 Print photos from the computer Solution 1 Reinsert the memory cardPhotos not found File not found Solution 2 Reformat the memory card in your digital camera Solution 1 Reinsert the memory card in the productGeneral user messages File corrupted Solution 1 Remove all but one memory card Memory card errorSolution 2 Remove the memory card and reinsert it correctly Solution 3 Push the memory card all the way forward Borderless printing error Solution 2 Empty the Recycle Bin on your desktopCard access error Disconnected Card is inserted incorrectly Use only one card at a time Card is damaged CD/DVD printing problemCard is not fully inserted CD/DVD is upside down 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 Solution 4 Contact HP support Solution 3 Remove and reinsert the print cartridgesSolution 1 Reinsert the print cartridges Print cartridges missing or not detected 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 Solution 2 Contact HP support for service Solution 1 Check the print cartridgePrint cartridge is not intended for use in this product Print cartridges in wrong slot 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 Plastics Material safety data sheetsRecycling program HP inkjet supplies recycling program Regulatory notices FCC statement Regulatory model identification number Regulatory notices 283 Chapter Index Symbols/Numerics 286 287 288 289 290