Problem-solving flowchart

If the device is not responding correctly, use the flowchart to determine the problem. If the device does not pass a step, follow the corresponding troubleshooting suggestions.

If you cannot resolve the problem after following the suggested steps, contact an HP-authorized service or support provider. See HP Customer Care.

NOTE Macintosh users: For more troubleshooting information, see Solve common Macintosh problems.

Step

Verification step

Possible problems

Solutions

number

 

 

 

 

 

 

 

 

1

Is the power on?

No power due to failed power source, cable,

1. Verify that the device is plugged in.

 

 

switch, or fuse.

2.

Verify that the power cable is functional

 

 

 

 

 

 

 

and that the power switch is on.

 

 

 

3.

Check the power source by plugging

 

 

 

 

the device directly into the wall or into

 

 

 

 

a different outlet.

 

 

 

 

2

Does Ready appear on the

Control panel shows an error.

See Control-panel messages for a list of

 

device control panel?

 

common messages that will help you correct

 

 

 

the error.

 

 

 

If the error persists, contact HP Customer

 

 

 

Care. See HP Customer Care or the support

 

 

 

flyer that came in the device box.

 

 

 

 

 

 

The touchscreen is blank.

The brightness-adjustment dial is set

 

 

 

incorrectly. Adjust the brightness-

 

 

 

adjustment dial so that the touchscreen

 

 

 

controls and messages are visible.

 

 

 

 

3

Do information pages print?

An error message appears on the control-

See Control-panel messages for a list of

 

 

panel display.

common messages that will help you correct

 

 

 

the error.

 

 

 

 

 

 

Media does not move smoothly through the

Make sure that media that meets

 

 

device paper path.

HP specifications. See Media

 

 

 

considerations.

 

 

 

Clean the paper path. See Clean the paper

 

 

 

path.

 

 

 

 

 

 

 

Poor print quality.

See Solve print-quality problems.

 

 

 

If the error persists, contact HP Customer

Care. See HP Customer Care or the support flyer that came in the device box.

ENWW

Problem-solving flowchart 147