Setup troubleshooting | HP Premium Web - C309n specification

Chapter 13

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Solve a problem

•Serial number (located on the back or bottom of the product)

•Messages that appear when the situation occurs

•Answers to these questions:

◦Has this situation happened before?

◦Can you re-create it?

◦Did you add any new hardware or software to your computer at about the time that this situation began?

◦Did anything else occur prior to this situation (such as a thunderstorm, product was moved, etc.)?

For the list of support phone numbers, visit 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.

After the phone support period

After the phone support period, help is available from HP at an additional cost. Help may also be available at the HP online support Web site: www.hp.com/support. Contact your HP dealer or call the support phone number for your country/region to learn more about support options.

Additional warranty options

Extended service plans are available for the HP Photosmart at additional costs. Go to www.hp.com/support, select your country/region and language, then explore the services and warranty area for information about the extended service plans.

Setup troubleshooting

This section contains setup troubleshooting information for the product.

Many issues are caused when the product is connected to the computer using a USB cable before the product software is installed on the computer. If you connected the

104 Solve a problem

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HP Premium Web - C309n manual Setup troubleshooting, Additional warranty options, After the phone support period

Contents

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