Received a message that an Unknown Error has occurred | HP D5400

Chapter 11

3.Verify that the USB cable and power cord are plugged in.

Troubleshooting

4.Click Retry to retry the connection.

5.Continue with the installation and restart the computer when prompted.

Cause: The USB connection between the product and the computer failed.

I received a message that an Unknown Error has occurred

Solution: Uninstall the software completely, and then reinstall it.

To uninstall the software and reset the product

1.Disconnect and reset the product.

To disconnect and reset the product a. Make sure the product is turned on.

b. Press the On button to turn off the product.

c. Disconnect the power cord from the back of the product. d. Reconnect the power cord to the back of the product. e. Press the On button to turn on the product.

2.Uninstall the software completely.

NOTE: It is important that you follow the uninstall procedure carefully to ensure you have removed the software completely from the computer, before reinstalling it.

To uninstall the software completely

a. On the Windows taskbar, click Start, Settings, Control Panel, (or just Control Panel).

b. Double-clickAdd/Remove Programs (or click Uninstall a program).

76 Troubleshooting

Image 77

HP D5400 manual Received a message that an Unknown Error has occurred, To uninstall the software and reset the product

Contents

Windows Help Contents Technical information HP warranty and support HP Photosmart D5400 Printer series Help Helpseries HP Photosmart at a glance HP Photosmart overview Label Icon Name and Description Control panel features Use the HP Photosmart Software Overview Find more information Setup Guide Find more information Computer connection information To enable printer sharing on a Windows computerSupported connection types Use printer sharing Computer connection information How do I? How do Choose papers for printing Load paperRecommended papers for printing HP Advanced Photo Paper or HP Photo Paper HP Premium Photo Paper HP Premium Plus Photo PaperHP Premium Inkjet Transparency Film HP Premium Inkjet Paper Papers to avoid Load paperHP Premium Presentation Paper Papers to avoid for all print jobs To load full-size paper Load full-size paper Load paper Related topics Load up to 13 x 18 cm 5 x 7 inch photo paper To load postcards, Hagaki or index cards in the photo tray Load postcards, Hagaki, or index cards Related topics To load envelopes Load envelopes Load other types of paper Load a CD/DVD To load a regular-size 120 mm CD/DVD on the CD/DVD tray To load a small-size 80 mm CD/DVD on the CD/DVD tray Load paper Avoid paper jams Related topics 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 Photosmart 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 Print using Maximum dpi Print onto a CD/DVD To print in Maximum dpi mode To print on both sides Print on both sidesTo print directly onto a CD/DVD 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 To print a multiple-page document in reverse order Print a multiple-page document in reverse order Print on transparencies Reverse an image for iron-on transfersTo reverse an image for iron-on transfers To print on transparencies To print a group of addresses on labels or envelopes Print a group of addresses on labels or envelopes Print a poster Expand Document Options, and then expand Printer FeaturesPrint a Web To print a poster To print a Web Stop a print jobTo stop a print job from the product To stop a print job from the computer Insert a memory card or storage device Use the photo features To insert a memory card Print photos To print your photos Print photos from the control panel Print camera-selected Dpof photos Print photos from the HP Photosmart SoftwarePress Print Photos To print photos Save photos to your computer To print camera-selected photos using the Dpof standardEdit photos To save photos Edit photos using your computer Share photos using HP Photosmart SoftwareRemove red eye To turn off automatic red eye removal To share photos Photos Information on ink cartridges and the print head Maintain the HP PhotosmartWork with ink cartridges Check the estimated ink levels To check the ink levels from the HP Photosmart Software Replace the ink cartridgesPrinter Toolbox appears Click the Estimated Ink Level tab To replace the ink cartridges Maintain the HP Photosmart Shop for ink supplies on To clean the print head from the HP Photosmart Software Clean the print headAlign the print head To align the printer from the HP Photosmart Software Print and evaluate a self-test report Click the Device Services tab Click Align the PrinterRemove ink from your skin and clothing To print a self-test report Turn off the HP Photosmart Clean the HP Photosmart 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 4 Contact HP to replace the power supply Solution 2 Reset the productSolution 3 Press the On button more slowly Solution 5 Contact HP support for service Solution 3 Press the On button to turn on the product After setting up the product, it does not printSolution 4 Load paper in the input tray Display shows the wrong language Wrong measurements are showing in menus on the display To set your language and country/region 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 Click Selective Startup Enter 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 2 Check the paper loaded in the input tray Solution 5 Check the print settings Solution 4 Check the ink levels Solution 8 Contact HP support Solution 6 Align the printerSolution 7 Clean the print head Ink is not filling the text or graphics completely Solution 2 Check the ink cartridges Solution 5 Clean the print head Solution 3 Check the print settingsSolution 4 Check the paper type Solution 2 Use a higher print quality setting Solution 6 Contact HP supportSolution 1 Check the paper type Printouts have horizontal streaks or lines Solution 3 Rotate the imageSolution 1 Make sure the paper is loaded correctly Solution 5 Contact HP support Solution 3 Align the printerSolution 4 Clean the print head Printouts are faded or have dull colors Solution 1 Check the print settingsSolution 2 Check the paper type Printouts seem blurry or fuzzy Solution 3 Clean the print headSolution 4 Contact HP support Solution 4 Align the printer 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 Solution 2 Make sure the paper is loaded correctly Solution 1 Reset the productSolution 4 Clean the rollers Paper is not picked up from the input tray Text edges are jagged To clean the rollersSolution 5 Service the product Solution 2 Align the printer Solution 1 Use TrueType or OpenType fonts Solution 1 Check the ink levels Print troubleshootingSolution 3 Contact HP support Product prints slowly Envelopes print incorrectly Solution 1 Load the stack of envelopes correctlySolution 2 Check the envelope type Solution 1 Turn on the product Solution 3 Tuck the flaps to avoid paper jamsSolution 2 Load paper in the input tray Product is not responding Solution 4 Check the printer driver status Solution 3 Select the correct printerSolution 6 Remove all cancelled print jobs from the queue To check the printer driver status Solution 8 Make sure the print carriage can move freely Solution 7 Clear the paper jam Product prints meaningless characters Solution 10 Reset the product Solution 2 Print a previously saved version of the document Nothing happens when I try to print Solution 4 Check the printer driver status Print troubleshooting 107 Pages in my document came out in the wrong order Solution 1 Check the printer marginsMargins are not printing as expected Solution 3 Load the stack of paper correctly To check your margin settingsSolution 2 Verify the paper size setting Text or graphics are cut off at the edge Solution 1 Check the margin settings Solution 3 Load the stack of papers correctly Solution 2 Check the layout of the documentSolution 4 Try printing with borders To preview the print layout Blank page came out while printing Memory card troubleshooting My memory card no longer works in my digital camera Solution 1 Insert the memory card properlyProduct does not read the memory card or storage device Photo light next to the memory card slots is blinking Solution 3 Remove the additional memory cardSolution 4 Reformat the memory card in your digital camera Solution 2 Remove the additional memory card Solution 1 Remove and reinsert the memory cardSolution 1 Install the HP Photosmart software To install the HP Photosmart Software Solution 3 Turn on the computer Solution 2 Turn on the product Solution 1 Set the camera to PictBridge mode CD/DVD print troubleshootingSolution 2 Save the photos in a supported file format Solution 3 Select photos on the camera for printing Product does not detect the CD/DVD holder Solution 1 Push the CD/DVD holder into the CD/DVD tray Solution 4 Load the next disc on the CD/DVD holder Solution 2 Remove the CD/DVD holder from the storage areaSolution 3 Place the CD/DVD on the CD/DVD holder Solution 2 Load a CD/DVD with the printable side up Solution 1 Load a CD/DVD on the CD/DVD holderProduct does not detect a CD/DVD on the holder Product stalled while printing a CD/DVD Solution 2 Load a new CD/DVD with the printable side up Solution 1 Change the software settingsProduct is printing on a non-printable area of my disc Design is not centered on my disc Product reports a CD/DVD size mismatch error Solution 1 Use inkjet printable discsInk on the CD/DVD is not drying CD/DVD holder is stuck in the storage area Carriage blocked ErrorsProduct messages Carriage stall Solution 2 Close the CD/DVD trayCarriage jam Firmware revision mismatch Mechanism errorSolution 1 Clear the paper jam Insert CD/DVD holder CD/DVD tray openCD/DVD tray misaligned Open CD/DVD tray Solution 2 Load the next CD/DVD on the CD/DVD holder Unable to print CD/DVD holder not foundCD/DVD not found 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 Missing 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 productMemory card error General user messages Solution 2 Remove the memory card and reinsert it correctly Solution 1 Remove all but one memory cardSolution 3 Push the memory card all the way forward Disconnected Card is inserted incorrectly Card access errorUse only one card at a time CD/DVD is upside down Card is damagedCard is not fully inserted Paper messages CD/DVD printing problemCD/DVD size mismatch Cannot load paper from input tray Out of paper Solution 1 Replace the rear door Solution 5 Clean the rollers Paper jam or misfeed Solution 6 Contact HP support for service Wrong paper width Paper mismatch Communication test failed Power and connection messagesProduct not found Two-way communication lost Solution 2 Connect the product to the computerImproper shutdown Ink cartridge and print head messages Alignment failed Solution 1 Load plain white paper Calibration error Solution 2 Contact HP support Cannot print Solution 1 Print a self-test report To clear the print carriage Solution 2 Remove objects blocking the path If the print carriage is stuck in the middle If the print carriage is stuck on the left side To clear a paper jam from the rear door Power connection Power cord and adaptor Power outlet Cartridges in wrong slot General printer error Incompatible print head Incompatible ink cartridges Solution 1 Install the ink cartridges correctly Ink cartridge problemTo make sure the ink cartridges are properly installed Ink alert Troubleshooting To clean the electrical contacts Solution 2 Clean the electrical contacts Wipe the contacts with a dry swab or lint-free cloth Solution 3 Close the print carriage latch Sensor failure Original HP ink depleted Solution 4 Replace the ink cartridgeSolution 1 Clean the sensor To clean the sensor in the product To remove the ink cartridges Solution 2 Clean the sensor window on the cartridgesTo clean the sensor window on the ink cartridges Solution 3 Replace the ink cartridge Ink system failure Ink service capacity warning Solution 1 Install all five ink cartridges Install ink cartridges Troubleshooting Install print head and cartridges To reinstall the print head Solution 1 Install the print head and cartridges To remove the ink cartridges Remove the print head by lifting it up Clean the print head To clean the print head To reinsert the ink cartridges Low on ink Original HP ink depleted Non-HP cartridge Print head appears to be missing or damaged Solution 1 Reinstall the print head and cartridgesPreviously used genuine HP cartridge To remove the ink cartridges Troubleshooting To clean the print head To reinsert the ink cartridges Solution 1 Reinstall the print head Print head problem Reinstall the print head Troubleshooting To clean the print head Troubleshooting Clean the electrical contacts in the product Printer preparation needed Sensor issue Problem with printer preparation Solution 2 Clean the sensor windows on the ink cartridges To remove the ink cartridges Solution 1 Insert all ink cartridges To make sure the ink cartridges are properly installed Troubleshooting Solution 3 Clean the ink cartridge contacts Ink window Electrical contacts Solution 4 Contact HP support Sensor failure Solution 2 Clean the sensor windows on the ink cartridges To remove the ink cartridges Solution 3 Contact HP support Warranty HP warranty and support Support process After the phone support period Phone support period Placing a call HP Korea customer support Remove the control panel faceplate Secure the ink system Pack the HP Photosmart Technical information Specifications Paper use Type Paper weight Input tray Output tray† Plastics Material safety data sheetsRecycling program HP inkjet supplies recycling program Απόρριψη άχρηστων συσκευών στην Ευρωπαϊκή Ένωση Regulatory model identification number Regulatory notices Vcci Class B compliance statement for users in Japan FCC statement Declaration of conformity European Economic Area Noise emission statement for GermanyToxic and hazardous substance table HP Photosmart D5400 Printer series declaration of conformity Index Symbols/Numerics 218 219 220