After setting up the product, it does not print | HP C6340, C6380

Troubleshooting

Chapter 14

If prompted, choose your country/region, and then click Contact HP for technical support.

Cause: You might need assistance to enable the product or software to function properly.

I connected the USB cable, but I am having problems using the product with my computer

Solution: You must first install the software that came with the product before connecting the USB cable. During installation, do not plug in the USB cable until prompted by the onscreen instructions.

Once you have installed the software, plug one end of the USB cable into the back of your computer and the other into the back of the product. You can connect to any USB port on the back of your computer.

For more information on installing the software and connecting the USB cable, see the Start Here guide that came with the product.

Cause: The USB cable was connected before the software was installed. Connecting the USB cable before you are prompted can cause errors.

After setting up the product, it does not print

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: Press the On button to turn on the product

•Solution 2: Set your product as the default printer

•Solution 3: Check the connection between the product and computer

•Solution 4: Check that the ink cartridges are installed properly and have ink

•Solution 5: Load paper in the input tray

142 Troubleshooting

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HP C6340, C6380 manual After setting up the product, it does not print

Contents

Windows Help HP Photosmart C6300 All-in-One series Page Contents Print from your computer Use the photo features Use the copy features Use the scan featuresUse the reprint features Maintain the HP All-in-One Troubleshooting Technical information HP warranty and support Index HP Photosmart C6300 All-in- One series Help OneHP Photosmart seriesC6300 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 Setup MenuPhoto Menu Scan Menu To enter text using the visual keyboard Enter text using the visual keyboardHelp Menu 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 set the default paper tray Enable faster browsing of photosTo turn faster browsing on or off 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 USB connection Connect to a computerTo turn the tips slideshow on or off Network connection To enable printer sharing on a Windows computerTo connect the product with the USB cable What you need for a wired network Set up the HP All-in-One on a wired Ethernet network To connect the product to the network Connect the HP All-in-One to the networkRelated topics What you need for an integrated wireless Wlan 802.11 network To connect the product with the Wireless Setup Wizard Connect to an integrated wireless Wlan 802.11 network If you do not see your network name in the list Set up the HP All-in-One using an ad hoc wireless connection To connect the product with SecureEasySetup What you need for an ad hoc network Click the Wireless Networks tab Create a network profile for other operating systems To connect to a wireless ad hoc network Install the software for a network connection To change a USB connection to a wired Ethernet connection To install the Windows HP Photosmart SoftwareConnect to additional computers on a network Manage your network settings This runs the Wireless Setup WizardChange basic network settings from the control panel To run the Wireless Setup Wizard Use the Wireless Setup WizardThis runs the Wireless Setup Wizard Related topics View and print network settings To restore network defaults Restore network defaultsTurn the wireless radio on and off To turn the wireless radio on and off To print the wireless test report Print the wireless network testWireless Network Test prints Related topics Set link speed To change IP settings Automatic Full Half Change IP settingsIP Address Subnet Mask Default Gateway To access the Embedded Web Server Access the Embedded Web ServerUse the Embedded Web Server To access the Embedded Web Server setup wizard Use the Embedded Web Server to modify network settingsNetwork configuration page definitions General network settings Wired 802.3 network settings Wireless 802.11 network settings Finish setup Authentication type Encryption EWS Network glossary HEX Connect to a Bluetooth device To find out the device address of the product What you need for a Bluetooth connection To install and print using the Microsoft stack To install and print using the Widcomm stack Manage your Bluetooth settingsView and print Bluetooth settings To view and print Bluetooth settings To change the device name of the product Change the device name To set the product to require passkey authentication Set Bluetooth security for the HP All-in-OneSet the security level Reset Bluetooth settings on the HP All-in-One Set the HP All-in-One to be invisible to Bluetooth devicesTo reset the Bluetooth settings To set the product to be Not visible Finish setup How do I? How do Load originals Load originals and load paperTo load an original on the glass Recommended papers for printing and copying Choose papers for printing and copyingHP Premium Plus Photo Paper HP Premium Photo Paper Recommended papers for printing only Papers to avoid Load full-size paper or small-size photo paper Load paperTo load full-size paper Load originals and load paper Load originals and load paper To load postcards, Hagaki, or index cards in the photo tray Load postcards, Hagaki, or index cards Load originals and load paper To load envelopes Load envelopes Load other types of paper Avoid paper jams Clear paper jams on Load originals and load paper Print from a software application Print from your computerTo print 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 Set the paper type for printing View the print resolutionTo set 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 Change the saturation, brightness, or color tone Scale the document sizePreview your print job 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 Print a borderless image Perform special print jobsTo print 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 Print on both sides To print in Maximum dpi modeTo print on both sides Print a multiple-page document as a booklet Left-edge binding for left-to-right languages To print a multiple-page document as a booklet To print multiple pages on a single sheet Print multiple pages on a single sheet Reverse an image for iron-on transfers Print a multiple-page document in reverse orderTo print a multiple-page document in reverse order Print a group of addresses on labels or envelopes Print on transparenciesTo reverse an image for iron-on transfers To print on transparencies 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 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 panelTo save photos To remove red-eye from photos Zoom and pan to crop a photo Rotate a photoTo rotate a photo To crop a photo Print a frame around your photo Automatically enhance your photosTo turn off automatic photo enhancement To adjust the brightness Adjust the brightness of your photosApply special color effects to your photos To print a frame around your photo No Effect Black & White Sepia Antique To change the color effects Photos Scan an image Use the scan featuresScan an original to a computer 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 Make a copy Use the copy featuresTo make a copy from the control panel 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 size Set the number of copiesSet the copy paper type To set the paper type for copies Control panel setting Adjust the lightness and darkness of your copy Change default copy settingsTo adjust the copy contrast from the control panel Change copy speed or quality Perform special copy jobs To set default copy settings from the control panelResize an original to fit onto letter or A4 paper To resize a document from the control panel Crop an originalTo crop your copy from the control panel Shift the left margin To correct copy quality issuesImprove the quality of a copy To shift the margin for your copy from the control panel To stop copying Stop copying Copy 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 Edit a photo before reprinting 119 Apply special color effects to your photos Work with ink cartridges Maintain the HP All-in-OneInformation on ink cartridges and the printhead Check the estimated ink levels To check the ink levels from the control panel Replace the ink cartridgesTo check the ink levels from the HP Photosmart Software Printer Toolbox appears Click the Estimated Ink Level tab To replace the ink cartridges Work with ink cartridges 125 Remove ink from your skin and clothing Advanced printhead maintenance To clean the printhead from the control panel Clean the printheadTo clean the printhead from the HP Photosmart Software Align the printer Print a printer status reportTo align the printhead from the control panel To align the printer from the HP Photosmart Software To print a printer status report Print and evaluate a print quality reportTo print a print quality report Sample text area expected result To evaluate the print quality report Sample demonstration picture blurry 10 Adjacent color blocks blurry, fuzzy, or mixed colors Clean the glass Clean the HP All-in-One To clean the glass Clean the lid backingTo clean the lid backing Turn off the HP All-in-One Clean the exterior One To order ink 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 Solution 3 Press the On button more slowly Solution 2 Reset the productSolution 4 Contact HP to replace the power supply Solution 5 Contact HP support for service After setting up the product, it does not print Solution 2 Set your product as the default printer Solution 1 Press the On button to turn on the productSolution 5 Load paper in the input tray Wrong measurements are showing in menus on the display Display shows the wrong languageMinimum System Checks screen appears Red X appears on the USB connect prompt To uninstall the software and reset the product Received a message that an Unknown Error has occurred To uninstall the software completely More information about the Disk Cleanup utility To run the Disk Cleanup utilityClick the check box next to Do not show this message again To install the software Uninstall and reinstall the softwareTo uninstall and reinstall the software Registration screen does not appear Wired network setup troubleshooting Network troubleshootingComputer is unable to discover the product Solution 2 Check the LAN card set up Solution 1 Check the cable connectionSolution 3 Check the active network connection Solution 1 Turn on the product Printer not Found screen appears during installationTo establish an active network connection Solution 3 Check if the cables are connected Solution 2 Check the active network connectionTo make sure your network connection is active Solution 5 Disable the Virtual Private Network VPN Wireless setup troubleshootingSolution 1 Turn on the Broadcast Ssid option Solution 4 Unplug the Ethernet cable Cannot connect to network during setup Weak signalSolution 1 Turn on the networked devices Invalid WEP key during wireless setup Solution 3 Enter your network name Ssid carefullyInvalid passphrase during wireless setup Network troubleshooting 157 Clear paper jams Paper jamsTo clear a paper jam from the rear door Information on paper Print quality troubleshooting Wrong, inaccurate, or bleeding colors Solution 1 Make sure you are using genuine HP ink cartridges Solution 3 Check the paper type Solution 2 Check the paper loaded in the input traySolution 4 Check the ink levels Solution 6 Align the printer Solution 5 Check the print settingsSolution 7 Clean the printhead Ink is not filling the text or graphics completely Solution 8 Contact HP support Solution 3 Check the print settings Solution 2 Check the ink levelsSolution 4 Check the paper type Solution 6 Contact HP support Solution 5 Clean the printheadSolution 1 Check the paper type Solution 3 Rotate the image Solution 2 Use a higher print quality settingPrintouts have horizontal streaks or lines Solution 3 Align the printer Solution 1 Make sure the paper is loaded correctlySolution 4 Clean the printhead Solution 1 Check the print settings Solution 5 Check the ink levelsPrintouts are faded or have dull colors Solution 3 Clean the printhead Solution 2 Check the paper type Printouts seem blurry or fuzzy Solution 5 Contact HP support Solution 3 Print the image in a smaller size Solution 2 Use a higher quality imageSolution 4 Align the printer Printouts have vertical streaks Solution 3 Ensure that the rear door is securely installed Solution 2 Make sure only one type of paper is loadedPrintouts are slanted or skewed Solution 2 Wait while the ink dries Solution 1 Print on a page of plain paperSolution 1 Reset the product Ink streaks on the back of the paper Solution 4 Clean the rollers Solution 2 Make sure the paper is loaded correctlyTo clean the rollers Solution 1 Use TrueType or OpenType fonts Solution 5 Service the productText edges are jagged Solution 1 Use a lower print quality setting Solution 2 Align the printerProduct prints slowly Solution 3 Contact HP support Print troubleshootingEnvelopes print incorrectly Solution 2 Check the envelope type Solution 1 Load the stack of envelopes correctlySolution 3 Tuck the flaps to avoid paper jams Borderless printing produces unexpected results Solution 3 Select the correct printer Solution 2 Load paper in the input trayProduct 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 2 Print a previously saved version of the document Product prints meaningless characters Print troubleshooting 183 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 Solution 2 Check the layout of the document Solution 1 Check the margin settingsText or graphics are cut off at the edge To preview the print layout Solution 4 Try printing with borders Solution 3 Load the stack of papers correctlyBlank page came out while printing My memory card no longer works in my digital camera Memory card troubleshootingPhoto light next to the memory card slots is blinking Solution 2 Remove the additional memory card Solution 1 Remove and reinsert the memory cardProduct does not read the memory card Solution 3 Remove the additional memory card Solution 1 Insert the memory card properlySolution 4 Reformat the memory card in your digital camera To install the product software Solution 1 Install the product softwareSolution 2 Turn on the product Solution 3 Turn on the computer Solution 1 Set the camera to PictBridge mode Solution 2 Save the photos in a supported file format Scan troubleshootingSolution 3 Select photos on the camera for printing Scan halts Solution 3 Install the HP Photosmart Software Solution 1 Turn on your computerSolution 4 Start the HP Photosmart Software Scan fails Scanned image is blank Scan fails because of insufficient computer memoryScanned image is incorrectly cropped Scanned image has incorrect page layout Solution 2 Clean the glass and lid Solution 1 Adjust the brightness in the softwareText is incorrect or missing Text format is incorrect Solution 3 Select the correct OCR language Scan feature does not workSolution 1 Turn on the computer Solution 2 Check the cables Nothing happens when I try to copy Copy troubleshootingSolution 2 Place the original correctly on the glass Parts of the original do not appear or are cut off Solution 5 Clear the paper jam Fit to Page is not working as expected Solution 1 Scan, enlarge, and then print a copy Solution 3 Wipe the glass and the back of the document lid Image is cropped when I make a borderless copySolution 1 Use Fit to Page to enlarge the photo Solution 2 Use photo paper to make borderless copies Solution 1 Scan, resize, and print the imageBorderless copy has white space around the edges Printout is blank Product messages Errors Carriage jam Carriage blocked Solution 2 Contact HP support Product stall errorCarriage stall Firmware revision mismatch Solution 1 Clear the paper jam Mechanism errorMemory is full Solution 1 Load more paper in the photo tray Photo tray problemSolution 3 Remove excess paper from the photo tray Solution 6 Load one sheet of paper at a time Solution 5 Make sure the photo paper is not curledScan errors Photo tray cannot engage Solution 1 Verify if the software is installed correctly On page 139 for more troubleshooting information To refresh the Windows Device Manager Solution 2 Refresh the Windows Device Manager Cause The Digital Imaging Monitor was not running Solution 3 Verify if the Digital Imaging Monitor is runningTo check the status of the product 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 On the General tab, in the Service status area, click Start To restart the serviceComputer Management screen appears Solution 11 Check the USB chipset and controller Solution 9 Run the Scan Diagnostic Utility To check the USB chipset and controller To print a printer status report Solution 12 Uninstall and then reinstall the software More information about using a USB hub Troubleshooting Click the check box next to Do not show this message again Unable to print Solution 1 Print a printer status 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 Solution 2 Check the power cord and USB cable Product might not be correctly installed 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 1 Reset the product 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 File messages Error reading or writing the fileUnreadable files. NN files could not be read 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 Supported file types for the product 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 Card access error Solution 2 Empty the Recycle Bin on your desktopDisconnected Out of disk space Card is inserted incorrectly Use only one card at a timeCard is damaged Card is not fully inserted Cannot load paper from input tray Paper messagesInk is drying Load paper Out of paper Solution 1 Replace the rear door Solution 5 Clean the rollers Paper jam or misfeed Wrong paper width Paper mismatch Product not found Power and connection messagesCommunication test failed Improper shutdown Solution 2 Connect the product to the computerTwo-way communication lost Ink cartridge and printhead messages Alignment failed Solution 1 Load plain white paper Calibration error Carriage stall To clear the print carriage Solution 2 Remove objects blocking the pathIf the print carriage is stuck on the left side If the print carriage is stuck in the middle To clear a paper jam from the rear door Try to print from your computer Cartridges in wrong slot General printer errorIncompatible ink cartridges Ink alert Incompatible printhead Solution 1 Install the ink cartridges correctly Ink cartridge problemTo make sure the ink cartridges are properly installed Troubleshooting Solution 2 Clean the electrical contacts To clean the electrical contacts Solution 3 Close the print carriage latch Ink service capacity warning Solution 4 Replace the ink cartridgeInk system failure Check ink cartridges Solution 1 Install all five ink cartridges Troubleshooting Solution 3 Contact HP support Solution 1 Install the printhead and then cartridges Install printhead and then cartridgesTo reinstall the printhead Troubleshooting Non-HP cartridge Previously used genuine HP cartridge Original HP ink depleted Printhead appears to be missing or damaged Solution 1 Reinstall the printhead and cartridges Troubleshooting To clean the printhead To clean the electrical contacts in the product Troubleshooting Solution 1 Reinstall the printhead Printhead problem Troubleshooting To clean the printhead To clean the electrical contacts in the product Troubleshooting Sensor issue Problem with printer preparationSolution 1 Clean the sensor To clean the sensor in the product Solution 2 Clean the sensor windows on the ink cartridges To remove the ink cartridges To clean the sensor window on the ink cartridges Solution 3 Contact HP support Solution 1 Insert all ink cartridges Troubleshooting Solution 3 Clean the ink cartridge contacts To clean the electrical contacts Ink window Electrical contacts Sensor failure Solution 4 Contact HP support Solution 2 Clean the sensor windows on the ink cartridges To clean the sensor window on the ink cartridges Solution 3 Contact HP support Troubleshooting Warranty HP warranty and support Support process After the phone support period Phone support period Placing a call HP Quick Exchange Service Japan Remove the control panel faceplate Secure the ink system Pack the HP All-in-One Technical information Specifications Environmental product stewardship program Paper use Material safety data sheetsPlastics Recycling program Battery disposal in Taiwan Battery disposal in the Netherlands European Union Battery Directive EU battery directive Απόρριψη άχρηστων συσκευών στην Ευρωπαϊκή Ένωση Regulatory model identification number Regulatory notices Vcci Class B compliance statement for users in Japan FCC statement Noise emission statement for Germany Regulatory wireless statements Exposure to radio frequency radiation European Union Regulatory Notice European Union regulatory notice Technicalinformation Technical information Index Symbols/Numerics 324 325 326 327 328