HP Color LaserJet CP6015de User Manual

							Performance problems
ProblemCauseSolution
Pages print but are totally blank.The sealing tape might still be in the print
cartridges.Verify that the sealing tape has been
completely removed from the print
cartridges.
The document might contain blank
pages.Check the document that you are printing
to see if content appears on all of the
pages.
The product might be malfunctioning.To check the product, print a
Configuration page.
Pages print very slowly.Heavier media types can slow the print
job.Print on a different type of media.
Complex pages can print slowly.Proper fusing may require a slower print
speed to ensure the best print quality.
If printed in large batches, narrow paper
can slow the print job.Print on a different paper size or in
smaller batches.
Pages did not print.The product might not be pulling media
correctly.Make sure paper is loaded in the tray
correctly.
If the problem persists, you might need
to replace the pickup rollers and the
separation pad. See 
Customer support
on page 264.
The media is jamming in the device.Clear the jam. See Jams on page 200 .
The USB cable might be defective or
incorrectly connected.● Disconnect the USB cable at both
ends and reconnect it.
● Try printing a job that has printed in
the past.
● Try using a different USB cable.
Other devices are running on your
computer. The product might not share a USB port.
If you have an external hard drive or
network switchbox that is connected to
the same port as the product, the other
device might be interfering. To connect
and use the product, you must
disconnect the other device or you must
use two USB ports on the computer.
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Performance problems 247
 
						

							Solve network connectivity problems
If the product is having problems communicating with the network, use the information in this section to
resolve the problem.
Solve network printing problems
NOTE:HP recommends that you use the product CD to install and set up the product on a network.
●Make sure that the network cable is securely seated into the products RJ45 connector.
● Make sure that the Link LED 
on the formatter is lit. See 
Understand lights on the formatter
on page 236.
● Make sure that the I/O card is ready. Print a configuration page (see 
Information pages
on page 138). If an HP Jetdirect print se
rver is installed, printing a configuration page also prints
a second page that shows the network settings and status.
NOTE: The HP Jetdirect print server supports various network protocols (TCP/IP, IPX/SPX,
Novell NetWare, AppleTalk, and DCL/LLC). Make  sure that the correct protocols and network
parameters are set correctly.
On the HP Jetdirect configur ation page, verify the following items for your protocol:
◦ Under HP Jetdirect Configuration, 
the status is I/O Card Ready.
◦ Protocol status is Ready.
◦ An IP address is listed.
◦ The configuration method (Config by:) is listed 
correctly. See the network administrator if you
are not sure which method is correct.
● Try printing the job from another computer.
● To verify that a product works with a computer, use a USB cable to connect it directly to a computer.
You will have to reinstall the printing software. Print a document from a program that has printed
correctly in the past. If this works, 
a problem with the network might exist.
● Contact your network admi
nistrator for assistance.
248 Chapter 12   Solve problems ENWW
 
						

							Verify communication over the network
If the HP Jetdirect configuration page shows an IP address for the product, use this procedure to verify
that you can communicate with the product over the network.
1.Windows : Click Start, click  Run, and then type
cmd
. An MS-DOS command prompt opens.
-or-
Mac: Click  Applications , click Utilities , and then open the Terminal application. The terminal
window opens.
2. Type
ping
followed by the IP address. For example, type
ping XXX.XXX.XXX.XXX
where XXX.XXX.XXX.XXX is the IPv4 address that is shown on the HP Jetdirect configuration
page. If the product is communicating over the net work, the response is a list of replies from the
product.
3. Verify that the IP address is not a duplicate address on the network by using the address resolution
protocol (arp -a) command. At the prompt, type
arp -a
. Find the IP address in the list and compare its physical address to the hardware address that is
listed on the HP Jetdirect configur ation page in the section called HP Jetdirect Configuration. If the
addresses match, all network communications are valid.
4. If you cannot verify that the product is commu nicating over the network, contact the network
administrator.
ENWW Solve network connectivity problems 249
 
						

							Product software problems
ProblemSolution
A printer driver for the product is not visible in the Printer folder●Reinstall the product software.
NOTE:
Close any applications that are running. To
close an application that has an icon in the system tray,
right-click the icon, and select  Close or Disable.
● Try plugging the USB cable into a different USB port on
the computer.
An error message was displayed during the software
installation●Reinstall the product software.
NOTE:
Close any applications that are running. To
close an application that has an  icon in the task bar, right-
click the icon, and select  Close or Disable .
● Check the amount of free space on the drive where you
are installing the product software. If necessary, free up
as much space as you can, and reinstall the product
software.
● If necessary, run the Disk De
fragmenter, and reinstall the
product software.
The product is in Ready mode, but nothing prints ●Print a Configuration page, and verify the product
functionality.
● Verify that all of the cables are correctly seated and within
specifications. This includ
es the USB and power cables.
Try a new cable.
250 Chapter 12   Solve problems ENWW
 
						

							Solve common Macintosh problems
This section lists problems that can occur when using Mac OS X.
Table 12-2  Problems with Mac OS X
The printer driver is not listed in the  Print Center or Printer Setup Utility.
Cause
Solution
The product software might not have been installed or was installed
incorrectly.Make sure that the product PPD is in the following hard-drive folder:
Library/Printers/PPDs/Contents/Resources/
.lproj
, where  is the two-letter language code for the language that
you are using. If necessary, reinst all the software. See the getting
started guide for instructions.
The Postscript Printer Description (PPD) file is corrupt. Delete the PPD file from the following hard-drive folder:
Library/Printers/PPDs/Contents/Resources/
.lproj
, where  is the two-letter language code for the language that
you are using. Reinstall the software. See the getting started guide
for instructions.
The product name, IP address, or Rendezvous/Bonjour host name does  not appear in the product list in the Print Center or Printer
Setup Utility.
Cause
Solution
The product might not be ready.Make sure that the cables are con nected correctly, the product is on,
and the ready light is on. If you are connecting through a USB or
Ethernet hub, try connecting directly  to the computer or use a different
port.
The wrong connection type might be selected.Make sure that USB, IP Printing,  or Rendezvous/Bonjour is selected,
depending on the type of connection that exists between the product
and the computer.
The wrong product name, IP address, or Rendezvous/Bonjour host
name is being used.Print a configuration page in order to check the product name, IP
address, or Rendezvous host name. Verify that the name, IP address,
or Rendezvous host name on the configuration page matches the
product name, IP address, or Rendezvous host name in the Print
Center or Printer Setup Utility.
The interface cable might be defective or of poor quality. Replace the interface cable. Make sure to use a high-quality cable.
The printer driver does not automatically set up your select ed product in the Print Center or Printer Setup Utility.
Cause
Solution
The product might not be ready.Make sure that the cables are con nected correctly, the product is on,
and the ready light is on. If you are connecting through a USB or
Ethernet hub, try connecting directly  to the computer or use a different
port.
The product software might not have been installed or was installed
incorrectly. Make sure that the product PPD is in the following hard-drive folder:
Library/Printers/PPDs/Contents/Resources/
.lproj
ENWW
Solve common Macintosh problems 251
 
						

							The printer driver does not automatically set up your selected product in the Print Center or Printer Setup Utility.
Cause
Solution
, where  is the two-letter language code for the language that
you are using. If necessary, reinstall the software. See the getting
started guide for instructions.
The Postscript Printer Description (PPD) file is corrupt.Delete the PPD file from the following hard-drive folder:
Library/Printers/PPDs/Contents/Resources/
.lproj
, where  is the two-letter language code for the language that
you are using. Reinstall the software. See the getting started guide
for instructions.
The interface cable might be defective or of poor quality. Replace the interface cable. Make su re to use a high-quality cable.
A print job was not sent to the product that you wanted.
Cause
Solution
The print queue might be stopped.Restart the print queue. Open print monitor  and select Start Jobs.
The wrong product name or IP address is being used. Another
product with the same or similar name, IP address, or Rendezvous
host name might have received your print job. Print a configuration page in order to check the product name, IP
address, or Rendezvous host name. Verify that the name, IP address,
or Rendezvous host name on the 
configuration page matches the
product name, IP address, or Rendezvous host name in the Print
Center or Printer Setup Utility.
An encapsulated PostScript (EPS) file does not print with the correct fonts.
Cause
Solution
This problem occurs with some programs. ●Try downloading the fonts that are contained in the EPS file to
the product before printing.
● Send the file in ASCII format instead of binary encoding.
You are unable to print from a third-party USB card.
Cause
Solution
This error occurs when the software for USB products is not
installed. When adding a third-party USB card, you might need the Apple USB
Adapter Card Support software. The most current version of this
software is available from the Apple Web site.
Table 12-2
  Problems with Mac OS X (continued)
252 Chapter 12   Solve problems ENWW
 
						

							When connected with a USB cable, the product does not appear in the Print Center or Printer Setup Utility after the driver is selected.
Cause
Solution
This problem is caused by either a software or a hardware
component. Software troubleshooting
●
Check that your Macintosh supports USB.
● Verify that your Macintosh operat
ing system is Mac OS X v10.1
or later.
● Ensure that your Macintosh has the appropriate USB software
from Apple.
Hardware troubleshooting
● Check that the product is turned on.
● Verify that the USB cable is connected correctly.
● Check that you are using the a
ppropriate high-speed USB cable.
● Ensure that you do not have to
o many USB devices drawing
power from the chain. Disconnect all of the devices from the
chain, and connect the cable dire ctly to the USB port on the host
computer.
● Check to see if more than two nonpowered USB hubs are
connected in a row on the chain.
 Disconnect all of the devices
from the chain and connect the cable directly to the USB port on
the host computer.
NOTE: The iMac keyboard is a nonpowered USB hub.
Table 12-2  Problems with Ma c OS X (continued)
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							254 Chapter 12   Solve problemsENWW
 
						

							A Supplies and accessories
●Order parts, accessories, and supplies
●
Part numbers
ENWW 255
 
						

							Order parts, accessories, and supplies
Several methods are available for ordering parts, supplies, and accessories:
●
Order directly from HP
●
Order through service or support providers
●
Order directly through the embedded Web server  (for printers that are connected to a network)
●
Order directly through the HP  Easy Printer Care software
Order directly from HP
You can obtain the following items directly from HP:
●Replacement parts:
 To order replacement parts in the U.S., go to 
www.hp.com/go/hpparts.
Outside the United States, order parts by contac ting your local authorized HP service center.
● Supplies and accessories:
 To order supplies in the U.S., go to 
www.hp.com/go/ljsupplies. To
order supplies and accessories worldwide, go to 
www.hp.com/ghp/buyonline.html .
Order through service or support providers
To order a part or accessory, contact an HP-authorized service or support provider.
Order directly through the embedded  Web server (for printers that are
connected to a network)
Use the following steps to order printing supp lies directly through the embedded Web server.
1. In the Web browser on the computer, type the IP  address or host name of the device. The status
window opens.
2. In the  Other links area, double-click  Order Supplies. This provides a URL for a site from which
you can purchase consumables.
3. Select the part numbers that you want to orde r, and follow the instructions on the screen.
Order directly through the HP Easy Printer Care software
HP Easy Printer Care software is a printer manageme nt tool designed to make printer configuration,
monitoring, supplies ordering, troubleshooting, and updating as simple and efficient as possible. For
more information about HP Easy Printer Care software, go to 
www.hp.com/easyprintercare .
256 Appendix A   Supplies and accessories ENWW