Solve problems, Customer support | HP PRO X476 MFP instruction

14Solve problems

●Customer support

●Problem-solving checklist

●Restore the factory-set defaults

●Paper feeds incorrectly or becomes jammed

●Clear jams

●Improve print quality

●The product does not print or it prints slowly

●Solve Plug and Print USB Drive printing problems

●Solve product connectivity problems

●Solve wireless network problems

●Solve product software problems with Windows

●Solve product software problems with Mac

Customer support

Get telephone support, free during your warranty period, for your country/region

Have the product name, serial number, date of purchase, and problem description ready.

Country/region phone numbers are on the flyer that was in the box with your product or at www.hp.com/support/.

Get 24-hour Internet product support and troubleshooting	www.hp.com/support
and download drivers and software, and electronic
information

Get support for products used with a Macintosh computer	www.hp.com/go/macosx

Download software utilities, drivers, and electronic	http://www.hp.com/go/support
information

Order additional HP service or maintenance agreements	www.hp.com/go/carepack

Register your product	www.register.hp.com

Problem-solving checklist

Follow these steps when trying to solve a problem with the product.

●Step 1: Check that the product power is on

ENWW	Customer support 185

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HP PRO X476 MFP manual Solve problems, Customer support, Problem-solving checklist

Contents

Officejet PRO X476 Page HP Officejet Pro X476 and X576 MFP Series Trademark Credits Copyright and License Conventions used in this guide Conventions used in this guide Table of contents Use the product with Windows Vii 109 103 129 121 185 171 186 227 225233 237 245 257 255 Product basics HP Officejet Pro X476 MFP Series models Product overview Environmental features HP Officejet Pro X576 MFP Series modelsOfficejet Pro X576dw models Paper handling Accessibility features Front view Product views Back view Interface ports Serial number and model number location Control panel layout Buttons on the Home screen Jan 00 00 0000a Enww Control panel help system Copy menu Control panel menus Menu item Sub-menu item Settings HP Copy Fix To open these menus, touch the Fax button Fax menus Menu item Sub-menu item Description Scan menus Setup Menu AppsPlug and Print Fax Setup menu Setup Menu Performs a fax test to verify that the phone cord is plugged PIN Network Setup menu Legacy Default IP Off Restore Network HP Digital Solutions Setup menu Device Setup menuGuides you through the steps to set up HP Digital Solutions Paper Selection Tray Tray Lock Control panel menus Menu item Description Tools menu Usage Print Reports menu Connect the product using a USB cable CD installationConnect the product Connect the product to a network Install the product on a wired networkSupported network protocols Obtain the IP address Configure IP network settings Install the softwareView or change network settings Touch the Manual IP Address button Set or change the product password Link speed and duplex settings Setting DescriptionHP ePrint Connect the product to a wireless network using WPS Manually connect the product to a wireless network Connect the product Use the product with Windows Recommended software installationSupported operating systems and printer drivers for Windows Select the correct printer driver for Windows Use the product with Windows Priority for print settings Change print job settings for WindowsUPD installation modes HP Universal Print Driver UPD Change the product configuration settings Change the default settings for all print jobs Remove the printer driver from Windows Supported utilities for WindowsOther Windows components and utilities Use the product with Windows Supported operating systems and printer drivers for Mac Use the product with MacSoftware for Mac computers HP Utility for Mac Open the HP Utility HP Utility features Change printer-driver settings for Mac Priority for print settings for Mac Supported utilities for Mac Remove the printer driver from Mac operating systemsFax with Mac HP Embedded Web Server Use the HP Scan software to scan images to a Mac computer Scan with Mac Solve problems with Mac Scan using Apple PreviewScan using Image Capture Understand paper use Paper and print media Media type Supported paper sizes 1Supported paper and print media sizes Size Dimensions Tray Automatic duplex Printing 3Supported cards Supported paper types and tray capacity Paper type Weight Capacity1 Paper orientation Paper type Weight Capacity 7Tray 2 main tray and Tray 3 accessory tray Load Tray 1 multi-purpose tray on left side of the product Load paper trays Load Tray 2 or optional Tray Load the document feeder Paper use Configure the product Configure trays Configure trays Paper and print media Ink cartridges Ink cartridge informationColor Cartridge number Part number Print when an ink cartridge is at estimated end of life Change settings for ink cartridgesSupplies views Manage ink cartridges Store and recycle supplies Print with General Office modeHP anticounterfeit website Recycle supplies Ink cartridge storage Replace the ink cartridges Replacement instructions Replacement instructions Solve issues with supplies Check the ink cartridgesRefilled or remanufactured ink cartridges Section Interpret the Print Quality Magenta Yellow Interpret control panel messages for supplies Non-HP ink cartridges installed Install color cartridgeUsed color installed Incompatible color Recommended action Ink cartridges Print Print tasks WindowsOpen the printer driver with Windows Get help for any printing option with Windows Save custom print settings for reuse with Windows Change the number of print copies with WindowsUse a printing shortcut with Windows Create printing shortcuts Select an existing shortcut as a base Select the page size with Windows Improve print quality with Windows Select a custom page size with Windows Print on both sides duplex with WindowsSelect the paper type with Windows Select the paper tray with Windows Enww Print multiple pages per sheet with Windows Select page orientation with Windows Create and use printing presets with Mac Print tasks MacSet Advanced color options with Windows Use printing presets Create a printing presetPrint a cover page with Mac Print multiple pages on one sheet of paper with Mac Print on both sides of the page duplex printing with Mac Set the color options with MacUse automatic duplex printing Additional print tasks Windows Cancel a print job with WindowsPrint colored text as black grayscale with Windows Print on special paper or labels with Windows Additional print tasks Windows Print the first or last page on different paper with Windows Enww Enww Scale a document to fit page size with Windows Add a watermark to a document with Windows Create a booklet with Windows Additional print tasks Mac OS Cancel a print job with Mac Change the paper size and type with Mac Use HP ePrintResize documents or print on a custom paper size with Mac Use watermarks with Mac Use the HP ePrint Mobile Driver Touch the Enable Web Services button Supported operating systems AirPrint Connect and print from a WiFi capable mobile device Connect the printer with HP Wireless Direct Connect the printer with HP Wireless Direct Tiff Plug and Print USB Drive printing Touch Start Black or Start Color to start the print job Print Adjust color ColorChange the color theme for a print job Dry Time Saturation Black Ink Spread Change the color options Use the HP EasyColor option Match colors to your computer screen Print fade- and water-resistant prints Color Copy Use copy functions CopyMultiple copies Copy a multiple-page original Copy identification cards Reduce or enlarge a copy Cancel a copy job Copy settings Collate a copy jobCheck the scanner glass for dirt and smudges Adjust the lightness or darkness for copies Define custom copy settings Set the paper size and type for copying on special paperPrint or copy edge-to-edge Copy mixed size originals Copy photos Copy on both sides automatically Copy on both sides Copy on both sides Copy Scan Scan methods Use scan functionsScan to a USB drive Scan an original from HP scanning software Mac OS Scan by using other softwareScan from a TWAIN-compliant program Scan from a WIA-compliant program Cancel a scan Scan settingsScanner resolution and color Scan by using optical character recognition OCR software Lighter/Darker Resolution and color guidelines Scan quality Scan a photo to USB Scan Install and connect the hardware Set up faxConfigure fax settings 12 Fax Include common localized characters Use the phone book Use speed dials Create and edit speed-dial entriesDelete speed-dial entries Send-fax settings Set fax settingsSet special dialing symbols and options Manage group-dial entries Set tone-dialing or pulse-dialing Set autoredial and the time between redialsSet the redial-on-busy option Set the redial-on-communication-error option Set light/dark and resolutionSet the light/dark setting Set resolution Set the default resolution setting Receive-fax settingsCover-page templates Set fax forwarding Type of telephone line Set the number of rings-to-answer Use autoreduction for incoming faxes Set distinctive ring Set the fax sounds volume Set fax pollingSet stamp-received faxes Use fax Cancel a faxFax software Use fax on a DSL, PBX, or Isdn system DSL Use fax on a VoIP service Delete faxes from memory Fax memorySend a fax Fax from the flatbed scanner Fax from the document feeder Use speed dials and group-dial entries Send a fax from the software Send a standard fax from the computer Send a fax from the software Schedule a fax to be sent later Send a fax with confirmation Send a fax using monitor dialing Send faxes internationally Use access codes, credit cards, or calling cards Receive a fax Receive faxes when fax tones are audible on the phone linePrint a fax Reprint a fax Fax troubleshooting checklist Solve fax problems Solve fax problems Communication error Fax error messagesDocument feeder door is open. Canceled fax Fax is busy. Canceled send Fax is busy. Redial pending Fax receive error Fax Send error Fax storage is full. Canceling the fax receiveFax storage is full. Canceling the fax send No fax answer. Canceled send No dial toneNo fax answer. Redial pending No fax detected Set the fax error report Fax logs and reportsPrint individual fax reports Solve problems sending faxes Change error correction and fax speedSet the fax-error-correction mode Change the fax speed An error message displays on the control panel Communication error. message appearsNo dial tone No fax answer. message appears Fax is busy. message appears Scanner error Document feeder paper jamFax storage is full. message appears Unable to use fax functions from the control panel Faxes can be received, but not sent Unable to use group dials Unable to use speed dials Enww Product is connected to a DSL phone service Solve problems receiving faxesProduct uses a fax over IP or VoIP phone service Fax does not respond No fax detected. message appears Fax is received but does not print Private Receive feature is on Cannot send or receive a fax on a PBX line Sender receives a busy signalHandset is connected to the product Phone line splitter is being used Faxes are sending slowly Solve general fax problems Regulatory information and warranties Fax quality is poorFax cuts off or prints on two pages Manage and maintain Print information pagesMenu Item Sub Menu Item Description Use the HP Embedded Web Server Features About cookiesOpen the HP Embedded Web Server Home tab Web Services tab Scan tabFax tab Settings Tab Use HP Web Jetadmin softwareNetwork tab Tools Tab Disable unused protocols and services Product security featuresSecurity statements Control Panel Lock Color Access Control Administrator Settings Wireless Authentication Scan-to and Fax-to Folder AuthenticationProtected Protocols Https Firewall Print with General Office mode Economy settingsPower handling Set Standby Clean the printhead Clean the productClean the scanner glass strip and platen Clean the printhead from the product control panel Clean the document feeder pickup rollers and separation pad Clean the touch screen Product updates Manage and maintain Solve problems Problem-solving checklistCustomer support Check the control panel for error messages Check that the product power is onTest print functionality Test copy functionality Test the fax receiving functionality Test the fax sending functionalityTry sending a print job from a computer Test the Plug and Print USB Drive printing functionality Restore the factory-set defaults Product does not pick up paper Paper feeds incorrectly or becomes jammedProduct picks up multiple sheets of paper Prevent paper jams Jam locations Clear jams Clear jams from the document feeder Clear jams in Tray 1Multi-purpose tray Enww Enww Reinstall the duplexer Close the left door Clear jams in Tray Clear jams in optional Tray Clear jams in the left door Enww Clear jams in the output bin Clear jams in the duplexer Enww Improve print quality Adjust color Use the correct paper type setting in the printer driverChange the paper type and size setting for Windows Change the paper type and size setting for Mac Change the color options Dry Time Saturation Black Ink Spread Enww Use paper that meets HP specifications Interpret the Print Quality Inspect the ink cartridge for damage Clean ink smears Use the printer driver that best meets your printing needs HP PCL 6 driverHP UPD PS driver HP UPD PCL Improve print quality for copies Product does not print Product does not print or it prints slowly Product prints slowly Solve Plug and Print USB Drive printing problems File does not print from the USB storage device Solve USB direct-connect problems Solve product connectivity problemsSolve network problems Computer is using the incorrect IP address for the product Computer is unable to communicate with the product Computer or workstation might be set up incorrectly Wireless connectivity checklist Solve wireless network problems Ii. Click All Programs Cannot connect more computers to the wireless product Network does not appear in the wireless networks list Solve product software problems with WindowsWireless network is not functioning ProblemSolution Problem Solution Solve product software problems with MacClick Settings Click Devices and Printers Software troubleshooting Printer driver is not listed in the Print & Scan listPrint job was not sent to the product that you wanted Hardware troubleshooting Order parts, accessories, and supplies Supplies and accessoriesPart numbers Part number Cartridge number Description Enww Hewlett-Packard limited warranty statement Service and support End User License Agreement Transfer OpenSSL Customer support Appendix B Service and support Product specifications Environmental specifications Physical specificationsProduct Height Depth Width Weight Operation LwAd-mono B LwAd-color B Operating Transporting Tilt Appendix C Product specifications Environmental product stewardship program Protecting the environmentOzone production Paper use Power consumptionPlastics HP Officejet print supplies United States and Puerto Rico Return and recycling instructionsMultiple returns more than one cartridge Single returns Paper Non-U.S. returns Battery disposal Printer recyclingMaterial restrictions HP Officejet Pro X476 and X576 MFP Series Disposal of waste equipment by users Material Safety Data Sheet Msds For more information Restriction on Hazardous Substances statement Vietnam Restriction on Hazardous Substances statement Ukraine Regulatory Notices Regulatory informationRegulatory model identification number FCC Statement Power cord statement Japan EMC statement Korea Vcci statement Japan Power cord instructions European Union Regulatory Notice GS statement Germany Additional statements for telecom fax products EU Statement for Telecom OperationNew Zealand Telecom Statements Additional FCC statement for telecom products US Industry Canada CS-03 requirements Telephone Consumer Protection Act US Additional statements for wireless products Australia Wired Fax StatementFCC compliance statement-United States Australia statement Brazil Anatel statementCanadian statements Anonymous usage information storage To disable the usage information function How do I? Appendix F How do I? Index Accessories DSL Isdn PBX Index 261 TCP/IP Third-party licenses LICENSE.openssl--openssl Page Page Appendix a Page Page Page Page Hewlett-Packard Development Company, L.P