Troubleshooting | HP C6340, C6380 manual

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.

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HP C6340, C6380 manual Troubleshooting

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 Menu overview Display iconsDisplay sleep state Copy Menu Setup MenuPhoto Menu Scan Menu Enter text using the visual keyboard To 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 Enable faster browsing of photos To set the default paper trayTo 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 restore the factory defaults To turn the demo mode on or offPlay a slideshow on the display Connect to a computer USB connectionTo turn the tips slideshow on or off To enable printer sharing on a Windows computer Network connectionTo 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 Connect the HP All-in-One to the network To connect the product 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 install the Windows HP Photosmart Software To change a USB connection to a wired Ethernet connectionConnect to additional computers on a network This runs the Wireless Setup Wizard Manage your network settingsChange 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 Automatic Full Half Change IP settings To change IP settingsIP Address Subnet Mask Default Gateway Access the Embedded Web Server To access the Embedded Web ServerUse the Embedded Web Server Use the Embedded Web Server to modify network settings To access the Embedded Web Server setup wizardNetwork 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 Set Bluetooth security for the HP All-in-One To set the product to require passkey authenticationSet 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 and load paper Load originalsTo 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 paper Load full-size paper or small-size photo 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 your computer Print from a software applicationTo 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 View the print resolution Set the paper type for printingTo 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 Scale the document size Change the saturation, brightness, or color tonePreview 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 Perform special print jobs Print a borderless imageTo 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 To print in Maximum dpi mode Print on both sidesTo 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 Print a multiple-page document in reverse order Reverse an image for iron-on transfersTo 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 Automatically enhance your photos Print a frame around your photoTo 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 Use the scan features Scan an imageScan 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 Use the copy features Make a copyTo 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 number of copies Set the copy paper sizeSet 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 To set default copy settings from the control panel Perform special copy jobsResize an original to fit onto letter or A4 paper Crop an original To resize a document from the control panelTo 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 Maintain the HP All-in-One Work with ink cartridgesInformation 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 Clean the printhead To clean the printhead from the control panelTo 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 Print and evaluate a print quality report To print a printer status 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 Clean the lid backing To clean the glassTo 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 1 Press the On button to turn on the product Solution 2 Set your product as the default printerSolution 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 To run the Disk Cleanup utility More information about 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 Network troubleshooting Wired network setup troubleshootingComputer is unable to discover the product Solution 1 Check the cable connection Solution 2 Check the LAN card set upSolution 3 Check the active network connection Printer not Found screen appears during installation Solution 1 Turn on the productTo establish an active network connection Solution 2 Check the active network connection Solution 3 Check if the cables are connectedTo make sure your network connection is active Wireless setup troubleshooting Solution 5 Disable the Virtual Private Network VPNSolution 1 Turn on the Broadcast Ssid option Solution 4 Unplug the Ethernet cable Weak signal Cannot connect to network during setupSolution 1 Turn on the networked devices Solution 3 Enter your network name Ssid carefully Invalid WEP key during wireless setupInvalid passphrase during wireless setup Network troubleshooting 157 Paper jams Clear 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 2 Check the paper loaded in the input tray Solution 3 Check the paper typeSolution 4 Check the ink levels Solution 5 Check the print settings Solution 6 Align the printerSolution 7 Clean the printhead Ink is not filling the text or graphics completely Solution 8 Contact HP support Solution 2 Check the ink levels Solution 3 Check the print settingsSolution 4 Check the paper type Solution 5 Clean the printhead Solution 6 Contact HP supportSolution 1 Check the paper type Solution 2 Use a higher print quality setting Solution 3 Rotate the imagePrintouts have horizontal streaks or lines Solution 1 Make sure the paper is loaded correctly Solution 3 Align the printerSolution 4 Clean the printhead Solution 5 Check the ink levels Solution 1 Check the print settingsPrintouts 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 2 Make sure only one type of paper is loaded Solution 3 Ensure that the rear door is securely installedPrintouts 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 2 Make sure the paper is loaded correctly Solution 4 Clean the rollersTo clean the rollers Solution 5 Service the product Solution 1 Use TrueType or OpenType fontsText edges are jagged Solution 2 Align the printer Solution 1 Use a lower print quality settingProduct prints slowly Print troubleshooting Solution 3 Contact HP supportEnvelopes 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 2 Load paper in the input tray Solution 3 Select the correct printerProduct 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 3 Load the stack of papers correctly Solution 4 Try printing with bordersBlank page came out while printing Memory card troubleshooting My memory card no longer works in my digital cameraPhoto light next to the memory card slots is blinking Solution 1 Remove and reinsert the memory card Solution 2 Remove the additional memory cardProduct does not read the memory card Solution 1 Insert the memory card properly Solution 3 Remove the additional memory cardSolution 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 Copy troubleshooting Nothing happens when I try to copySolution 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 Image is cropped when I make a borderless copy Solution 3 Wipe the glass and the back of the document lidSolution 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 Mechanism error Solution 1 Clear the paper jamMemory is full Photo tray problem Solution 1 Load more paper in the photo traySolution 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 Solution 3 Verify if the Digital Imaging Monitor is running Cause The Digital Imaging Monitor was not 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 To restart the service On the General tab, in the Service status area, click StartComputer 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 Error reading or writing the file File messagesUnreadable 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 Power and connection messages Product not foundCommunication test failed Solution 2 Connect the product to the computer Improper shutdownTwo-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 General printer error Cartridges in wrong slotIncompatible ink cartridges Ink alert Incompatible printhead Ink cartridge problem Solution 1 Install the ink cartridges correctlyTo 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 Solution 4 Replace the ink cartridge Ink service capacity warningInk system failure Check ink cartridges Solution 1 Install all five ink cartridges Troubleshooting Solution 3 Contact HP support Install printhead and then cartridges Solution 1 Install the 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