HP Color LaserJet 2820 User Manual

							ProblemCauseSolution
The proof sheet will not print.The memory card might have
been removed before the
device could print the page.Reinsert the card and reprint
the proof sheet.
You might have inserted more
than one memory card.Only one card slot can be
occupied for the device to
detect JPEG files. Verify that
only one card is inserted.
One or more print cartridges
might be low.Replace any low print
cartridges. See 
Changing a
print cartridge.
Proof sheet not scanning
Use the table in this section to solve problems with proof-sheet scanning.
ProblemCauseSolution
The proof sheet will not scan
correctly.The flatbed scanner glass
might be dirty.Clean the flatbed scanner
glass. See 
To clean the
scanner glass.
The automatic document
feeder (ADF) might be loaded.Remove any media from the
ADF.
The scanner might not be able
to read the photo selections.
This feature has been
optimized and tested for use
with Genuine HP  Toner
Supplies (variations in color
shading can impact the
performance of this feature).Verify that you have colored
the bubbles darkly enough for
the scanner to read.
The proof sheet might be
loaded incorrectly.On the flatbed scanner, place
the original document face-
down with the upper-left corner
of the document at the lower-
right corner of the glass.
The device will not scan a proof
sheet from the ADF.
Issues with photo printing
Use the table in this section to solve problems with photo printing.
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							ProblemCauseSolution
The wrong photo printed.An incorrect memory card
might be inserted.Verify that the correct memory
card is inserted. See 
Inserting
a memory card.
You might have selected the
wrong number from the
memory card.If you cannot remember the
number of the photo that you
wish to print, print an index
page to verify the file number.
See 
Printing an index.
The photo did not print.The media input tray might be
empty.Load media into the input tray.
The memory card might have
been removed before the
device could print the photo.Reinsert the card and reprint
the photo.
The proof sheet is skewed.Verify that the paper guides are
positioned correctly against the
paper in the input tray. Reprint
the proof sheet. Verify that the
images on the proof sheet are
aligned properly, and then
reselect the images you want
to print.
The proof sheet is not aligned
properly on the scanner.Realign the proof sheet face-
down on the flatbed scanner,
with the upper-left corner of the
document located in the lower-
right corner of the glass.
The photo quality is
unacceptable.The original photo quality might
be poor.Use a software program to
enhance photo quality, and
then print the photo from your
computer.
The default settings on the
printer might not produce the
desired quality.Use a software program to print
the photo at the desired settings.
The photo is the wrong size.The appropriate job size might
not be available from the
device control panel.Use a software program to
resize the photo at the desired
settings, and then print the
photo from your computer.
You might have selected an
incorrect job size.Verify that the correct setting is
selected at the device control
panel.
Cannot edit, save, or delete
images on the memory card.The device cannot read the
memory card.Verify that the memory card is
properly inserted and that the
card is one that is supported.
See 
Inserting a memory card.
Note
You cannot edit memory-card
files from the device control
panel. Use a software program
to edit, delete, or save images.
266Chapter 14 Troubleshooting ENWW
 
						

							ProblemCauseSolution
Scanner did not read proof
sheet.The device is using non-HP
supplies. This feature has been
optimized and tested for use
with Genuine HP  Toner
Supplies (variations in color
shading can impact the
performance of this feature).Use a software program to print
the photo from your computer.
Print photos directly from the
memory card by using the
control panel.
Install HP supplies in the
device and reprint the proof
sheet.
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							Troubleshooting tools
The section describes the tools that can help you solve problems with your device.
Device pages and reports
This section describes the pages and reports that help you diagnose and solve problems
with the device.
Demo page
To print the Demo page, complete the following steps.
1. On the device control panel, press M
ENU until the Reports menu appears, and then
press E
NTER.
2. Use the < or the > button until Demo Page appears, and then press E
NTER.
Configuration page
The Configuration page lists the current settings and properties of the device. You can print
a Configuration page from the device or HP Toolbox. To print the Configuration page from
the device, complete the following steps.
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select Config report, and then press E
NTER.
For more information about the Configuration page, see 
Configuration page.
Supplies Status page
The Supplies Status page lists the remaining life of the HP print cartridges and the
HP imaging drums. It also lists the estimated pages remaining, number of pages printed, and
other supplies information. You can print a Supplies Status page from the device or
HP Toolbox. To print from the device, complete the following steps.
1. On the control panel menu, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select Supplies Status, and then press E
NTER.
For more information about the Supplies Status page, see 
Supplies Status page.
Fax reports
This section describes the fax reports that help you diagnose and solve problems with the
device.
Note
For more information about fax reports, see Fax logs and reports.
268Chapter 14 Troubleshooting ENWW
 
						

							Fax activity log
The fax activity log provides a chronological history of the last 40 faxes that were received,
sent, or deleted, and any errors that occurred.
To print the fax activity log
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select Fax Activity log, and then press E
NTER.
4. Press E
NTER to select Print log now. The device exits the menu settings and prints the
log.
Fax call report
A fax call report is a brief report that indicates the status of the last fax that was sent or
received.
To print a fax call report
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select Fax Call report, and then press E
NTER.
4. Press E
NTER to select Print report now. The device exits the menu settings and prints
the report.
Phone book report
A phone book report lists the fax numbers that are assigned to the one-touch buttons and
speed-dial and group-dial entries.
To print a phone book report
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select PhoneBook report, and then press E
NTER. The
device exits the menu settings and prints the report.
Billing-code report
The billing-code report is a printed list of all of the fax billing codes and the total number of
faxes that have been billed to each code.
Note
After this report is printed, all billing data is deleted.
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							To print a billing-code report
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Reports, and then press E
NTER.
3. Use the < or the > button to select Billing report, and then press E
NTER. The device
exits the menu settings and prints the report.
HP Toolbox
HP Toolbox is a Web application that you can use for troubleshooting tasks.
To view HP Toolbox
Open HP Toolbox in one of these ways:
●On the Windows desktop, double-click the HP Toolbox icon.
●On the Windows Start menu, click Programs (All Programs in Windows XP), and then
click HP Toolbox.
Troubleshooting tab
HP Toolbox includes a Troubleshooting tab that contains links to the following main pages:
●Control Panel Messages. View descriptions of device control-panel messages.
●Clearing Jams. View information about locating and clearing jams.
●Print Problems. View Help topics that can help you solve print problems.
●Scan Problems. View Help topics that can help you solve scan problems.
●Copy Problems. View Help topics that can help you solve copy problems.
●Fax Problems. View Help topics that can help you solve fax problems.
●Memory Card Problems. View Help topics that can help you solve memory-card
problems.
●Connectivity Problems. View Help topics that can help you solve networking problems.
●Troubleshooting Tools. Employ such troubleshooting tools as a cleaning page or a
color troubleshooting page to maintain the device.
●Animated Demonstrations. View animated Help demonstrations for the device.
Note
Other tabs on HP Toolbox might be helpful in troubleshooting device problems. For
information about the other tabs on HP Toolbox, see 
HP Toolbox.
Service menu
Use the control-panel Service menu to troubleshoot device problems.
Restoring the factory-set defaults
Restoring the factory-set defaults returns all of the settings to the factory defaults, and it also
clears the fax header name and phone number.
270Chapter 14 Troubleshooting ENWW
 
						

							CAUTIONThis procedure clears fax numbers and names that are associated with one-touch keys and
speed-dial codes, and deletes any pages that are stored in the memory. The procedure then
automatically restarts the device.
To restore the factory-set defaults
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Service, and then press E
NTER.
3. Use the < or the > button to select Restore defaults, and then press E
NTER.
The device automatically restarts.
Cleaning the paper path
The device features a special cleaning mode to clean the paper path.
Note
If you have access to HP Toolbox, HP recommends cleaning the paper path by using
HP Toolbox. See 
Clean the paper path.
To clean the paper path
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Service, and then press E
NTER.
3. Use the < or the > button to select Cleaning Mode, and then press E
NTER.
A page feeds through the printer slowly. Discard the page when the process is completed.
4. Load plain letter or A4 paper when you are prompted.
5. Press E
NTER again to confirm and begin the cleaning process.
A page feeds through the printer slowly. Discard the page when the process is completed.
T.30 protocol trace
Use a T.30 protocol trace report to troubleshoot fax transmission issues.
To print a T.30 protocol trace report
Send a fax from the device or receive a fax to the device from another fax machine, and
then print a T.30 trace report after the fax prints.
1. On the device control panel, press M
ENU.
2. Use the < or the > button to select Service, and then press E
NTER.
3. Use the < or the > button to select Print T.30, and then press E
NTER.
The device exits the menu settings and prints the reports.
Explanations of some of the report’s column heading follow:
●Date and Time identify when the fax begins.
●Type is the type of fax activity: send or receive.
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							●Identification is the phone number to which a fax is sent.
●Result explains the status of the fax:
●“OK” means that the fax was successful.
●“Pending” faxes are in memory or are printing.
●An error code means that your device might need service. Contact HP Customer
Care. See 
Service and support or the flyer that came in the printer box.
The device control panel display has black lines or dots, or
becomes blank
CAUTIONStatic electricity can cause unexpected black lines or dots to appear on the device control
panel display. Do not touch the device control panel display if there is a chance that you
have collected a static electric charge (for example, by walking on carpet in a low-humidity
environment).
Was the device exposed to an electric or magnetic field?
Unexpected lines or dots might appear on the device control panel display, or the display
might become blank if the device is exposed to an electric or magnetic field. To resolve this
problem, perform the following procedure:
1. Turn the device off.
2. Remove the device from the electric or magnetic field.
3. Turn the device on again.
272Chapter 14 Troubleshooting ENWW
 
						

							A
Accessories and ordering
information
The following list of accessories was current at the time of printing. Ordering information and
availability of the accessories might change during the life of the device. For the most current
ordering information, visit the most appropriate of the following websites:
●North America: http://www.hp.com/go/ordersupplies-na
●Europe and Middle East: http://www.hp.com/go/ordersupplies-emea
●Asia Pacific countries/regions: http://www.hp.com/go/ordersupplies-ap
●
Latin America: http://www.hp.com/go/ordersupplies-la
ENWW273
 
						

							Supplies
Product nameDescriptionPart number
Black print cartridgeLife of 5,000 pages at 5
percent coverage.Q3960A
Cyan print cartridgeLife of 4,000 pages at 5
percent coverage.Q3961A
Yellow print cartridgeLife of 4,000 pages at 5
percent coverage.Q3962A
Magenta print cartridgeLife of 4,000 pages at 5
percent coverage.Q3963A
Cyan print cartridgeLife of 2,000 pages at 5
percent coverage.Q3971A
Yellow print cartridgeLife of 2,000 pages at 5
percent coverage.Q3972A
Magenta print cartridgeLife of 2,000 pages at 5
percent coverage.Q3973A
Imaging drumImaging drum life is 20,000
pages if printing black only;
5,000 pages if printing in color.
Typical life is 6,000 to 8,000
pages.Q3964A
274Appendix A Accessories and ordering information ENWW