Solve a problem, HP support | HP Premium Web - C309n instruction

13 Solve a problem

This section contains the following topics:

•HP support

•Setup troubleshooting

•Print troubleshooting

•Memory card troubleshooting

•Scan troubleshooting

•Copy troubleshooting

•Fax troubleshooting

•Errors

HP support

•HP support by phone

•Additional warranty options

HP support by phone

Phone support options and availability vary by product, country/region, and language. This section contains the following topics:

•Phone support period

•Placing a call

•After the phone support period

For the most current HP list of telephone support numbers and call costs information, see www.hp.com/support.

NOTE: HP’s Total Care now provides free “Enhanced Support” in North America for the standard warranty period of your product on 1-888-447-0172.

Phone support period

One year of phone support is available in North America, Asia Pacific, and Latin America (including Mexico). To determine the duration of phone support in Europe, the Middle East, and Africa, go to www.hp.com/support. Standard phone company charges apply.

Solve a problem

Placing a call

Call HP support while you are in front of the computer and the product. Be prepared to provide the following information:

•Product name (HP Photosmart Premium Web C309 series)

•Model number (located near the cartridge access area)

Solve a problem

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HP Premium Web - C309n manual Solve a problem, HP support by phone, Phone support period, Placing a call

Contents

Windows Help HP Photosmart Premium Web C309 series Page Contents Solve a problem Technical information HP Photosmart Premium Web C309 series Help HP Photosmart Premium Web C309 series Help Chapter Printer parts Get to know the HP PhotosmartFront view of the printer Top and rear views of the printer Control panel features Status Dashboard icons To open the Status Dashboard Purpose Manage Apps Get to know the HP Photosmart How do I? How do I? HP Advanced Photo Paper Paper basicsRecommended papers for photo printing HP Everyday Photo Paper Recommended papers for printing HP Premium Inkjet Transparency Film Load mediaHP Iron-On Transfers ColorLok Paper basics Load A4 or 8.5 x 11 inch paper Load envelopes Information on paper Related topics Paper basics Print documents PrintTo print from a software application Print photos saved on your computer Print photosTo print a photo on photo paper Off applies no HP Real Life Technologies to the image Print photos from a memory card or USB storage devicePrint single photo on small-size paper a. Load paper Touch View & Print Print single photo on full-size paper a. Load paper Touch View & Print Print multiple photos on full-size paper a. Load paper Touch 4x6 on Print photos using Snapfish Touch View & Print Touch Snapfish Log in to Snapfish Touch Photo on the Home screen To reverse an image for iron-on transfers Print on specialty mediaTo print on transparencies Print a Web Print using the maximum dpiTo print a Web To print in Maximum dpi mode View the print resolutionTo view the print resolution Click the Printing Shortcuts tab Use printing shortcutsTo create a printing shortcut To delete a printing shortcut Edit photos before printing Set the default print settingsTo change the default print settings Rotate photo Touch Photo Fix Adjust brightnessPhoto fix Touch Brightness Print Scan to a computer ScanTo scan to a computer Choose Scan Destination menu appears. b. Touch Computer Scan to a memory card or USB storage deviceSave a scan to memory card a. Load original Close lid Insert memory device Choose Scan Destination menu appears Touch Memory Card Save a scan to USB drive a. Load original Choose Scan Destination menu appears Touch USB Flash Drive Scan Copy text or mixed documents CopySided copy a. Load paper Sided copy a. Load paper Touch Settings Change the copy settingsTo set the number of copies from the display To set the paper size from the display Touch Settings Touch Paper SizeTouch Settings Touch Paper Type To set the paper type for copies To change the copy quality from the display To adjust the copy contrast from the displayPreview a copy before printing Touch Contrast Copy Reprint photos To reprint an original photo Reprint photos Fax Set up the HP Photosmart for faxingTo run the Fax Setup Wizard Determine your phone system Recommended fax setup cases Countries/regions with a parallel-type phone system Recommended fax setup for parallel-type phone systems To set up the HP Photosmart with a separate fax line Case B Set up the HP Photosmart with DSLCase a Separate fax line no voice calls received To set up the HP Photosmart with DSL Case D Fax with a distinctive ring service on the same line To set up the HP Photosmart with a distinctive ring service To set up the HP Photosmart with a shared voice/fax line Case E Shared voice/fax line To set up the HP Photosmart with voice mail Case F Shared voice/fax line with voice mail To set up the HP Photosmart with a computer dial-up modem Case H Shared voice/fax line with computer dial-up modem Example of a parallel splitter 62 Fax Case I Shared voice/fax line with answering machine 64 Fax 10 Example of a parallel splitter 66 Fax 12 Example of a parallel splitter 13 Back view of the HP Photosmart Additional fax setup information To send a fax Send a faxAlternate methods of faxing To send a fax manually from a phone Initiate a fax from your phoneIf you have another page to fax a. Touch Yes Receive a fax To receive a fax manually Save photos to your computer Save photosTo save photos Back up photos to a USB storage device To back up photos Back up photos to a USB storage device Save photos to Snapfish To save photos to Snapfish Share photos using Snapfish To share photos using Snapfish Touch From Snapfish Address Book Related topics Save photos Add the HP Photosmart to a network Network setupWired Ethernet network To connect the HP Photosmart to the network WiFi Protected Setup WPS Touch WiFi Protected Setup Touch Push Button To connect the HP Photosmart using WiFi Protected Setup WPSUse Push Button PBC method a. Select setup method Use PIN method To connect the product with the Wireless Setup Wizard Wireless with a router infrastructure networkTouch WiFi Protected Setup Touch Wireless Setup Wizard Wireless without a router ad hoc connection Network setup Touch Wireless Setup Wizard Install the software for a network connection Set up a Bluetooth connection What you need for a Bluetooth connection Touch Bluetooth Touch Device Address To find out the device address of the product Click Add a printer To install and print using the Microsoft stackTo install and print using the Widcomm stack Click View devices in range To connect to and print from other Bluetooth devices Check the estimated ink levels Maintain the HP PhotosmartTo check the ink levels from the control panel Order ink supplies To check the ink levels from the HP Photosmart Software Replace the cartridges To replace the cartridges Maintain the HP Photosmart Cartridge warranty information Print and evaluate a print quality report Touch Print Quality Report To print a print quality reportTo evaluate the print quality report Color bars irregularly streaked or faded bar top bar Sample text area expected result Print and evaluate a print quality report 101 Maintain the HP Photosmart HP support by phone Solve a problemHP support Phone support period Additional warranty options Setup troubleshootingAfter the phone support period Solution Troubleshooting common setup issuesSolution 1 Check the power cord Product will not turn on Solution 2 Reset the product Solution 3 Press the On button more slowly Solution 5 Contact HP support for service After setting up the product, it does not printSolution 4 Contact HP to replace the power supply Solution 1 Press the On button to turn on the product Solution 2 Set your product as the default printer Display shows the wrong language Uninstall and reinstall the softwareWrong measurements are showing in menus on the display Registration screen does not appear Print troubleshooting To uninstall and reinstall the software Check paper Make sure you are using genuine HP ink cartridgesCheck cartridges Check the ink levels Load media correctly Check productUse the correct paper type Align the printer Clean the printhead To clean the printhead from the HP Photosmart Software Reset the product Check the print settingsTo check your margin settings To select a print speed or quality Solution 1 Insert the memory card properly Memory card troubleshootingContact HP support for service Solution 2 Remove the additional memory card To install the product software Solution 3 Reformat the memory card in your digital cameraSolution 1 Install the product software Photos on the memory card do not transfer to my computer Solution 1 Set the camera to PictBridge mode Solution 2 Save the photos in a supported file format Scanned image is incorrectly cropped Scan troubleshootingSolution 3 Select photos on the camera for printing Scanned image shows dotted lines instead of text Text is incorrect or missing Copy troubleshootingFit to Page is not working as expected Solution 2 Wipe the glass and the back of the document lid Fax troubleshootingThings to try first To change the ECM setting To test your fax setup from the control panelSolution 2 Check the phone line for noise Touch Run Fax Test Touch Settings Touch Fax Speed Touch Settings Touch Error Correction ModeSolution 3 Change the fax speed To set the fax speed from the display Solution 1 Try removing the splitter Product is having problems sending and receiving faxesSolution 2 Make sure the telephone wall jack works properly Product is having problems sending a manual fax Solution 2 Lower the fax speed Quality of the fax I sent is poor Solution 1 Increase the fax resolutionSolution 2 Make sure the glass is clean Fax transmission is slow Solution 2 Lower the fax resolution Solution 1 Send the fax in black and whiteSolution 3 Increase the fax speed Solution 2 Set the product to answer faxes manually Solution 1 Check the Auto Answer settingProduct cannot receive faxes, but can send faxes Solution 5 Clear the memory of the product Solution 2 Try another power outlet What to check Fax test failedFax Hardware Test failed Fax Connected to Active Telephone Wall Jack test failed Phone Cord Connected to Correct Port on Fax test failed Using Correct Type of Phone Cord with Fax test failedTo plug the phone cord into the correct port Fax Line Condition test failed Dial Tone Detection test failed Fax log report shows an error Error code Errors Product messages Photo tray problemSolution 1 Load more paper in the photo tray Firmware revision mismatch Solution 5 Make sure the photo paper is not curled Solution 3 Remove excess paper from the photo traySolution 6 Load one sheet of paper at a time Solution 3 Turn on the computer Solution 1 Install the HP Photosmart SoftwareSolution 2 Turn on the product Photo tray cannot engage Error reading or writing the file File messages Unreadable files. NN files could not be read Solution 1 Reinsert the memory cardSolution 2 Print photos from the computer Photos not found General user messages Solution 1 Reinsert the memory card in the productSolution 2 Reformat the memory card in your digital camera Supported file types for the product Solution 2 Remove the memory card and reinsert it correctly Memory card errorSolution 1 Remove all but one memory card Solution 3 Push the memory card all the way forward Card access error Solution 2 Empty the Recycle Bin on your desktopOut of disk space Card is damaged Use only one card at a timeCard is inserted incorrectly Card is not fully inserted Paper messages Power and connection messagesInk cartridge and printhead messages Cartridges in wrong slot Solution 2 Contact HP support General printer errorSolution 1 Reset the product Incompatible ink cartridges Incompatible printhead Ink alert Solution 1 Install the ink cartridges correctly Ink cartridge problemTo make sure the ink cartridges are properly installed Solve a problem Solution 2 Close the print carriage latch Solution 3 Clean the electrical contacts To clean the electrical contacts Ink window Electrical contacts Cartridge warranty information on Replace the cartridges on Solution 4 Replace the ink cartridge Solution 1 Install all five ink cartridges Solution 5 Contact HP supportInk service capacity warning Ink system failure To make sure the ink cartridges are properly installed Solve a problem Solution 1 Install the printhead and then cartridges Solution 3 Contact HP supportInstall printhead and then cartridges To reinstall the printhead Solve a problem Solve a problem Non-HP cartridge Original HP ink depleted Previously used genuine HP cartridge Solution 1 Reinstall the printhead and cartridges Printhead appears to be missing or damaged Solve a problem To clean the printhead To clean the electrical contacts in the product Solve a problem Printhead problem Solution 1 Reinstall the printhead Reinstall the printhead To clean the printhead To clean the electrical contacts in the product Solve a problem Problem with printer preparation Solution 1 Insert all ink cartridges Solve a problem Solve a problem Solution 3 Clean the ink cartridge contacts Ink window Electrical contacts Solution 4 Contact HP support Solve a problem Stop the current job To stop a current job from the product Stop the current job Technical information Hewlett-Packard Company notices Specifications Type Size Weight Environmental product stewardship program Paper use Material safety data sheetsEco-Tips Plastics Set the Energy Save Mode Power consumption Chemical Substances Italiano Battery disposal in the Netherlands Battery disposal in Taiwan EU battery directive European Union Battery Directive Regulatory notices Regulatory model identification number FCC statement Vcci Class B compliance statement for users in Japan Sehanzeige-Arbeitsplätze Noise emission statement for Germany Regulatory wireless statements Exposure to radio frequency radiation European Union regulatory notice European Union Regulatory Notice Regulatory telecommunication notices Regulatory telecommunication notices 201 Chapter Australia wired fax statement Hinweis für Benutzer des deutschen Telefonnetzwerks Chapter Symbols/Numerics Index 206