HP LaserJet Enterprise M551xh User Manual

							11 Solve problems
●Self help
●
Solve general problems checklist
●
Restore factory settings
●
Interpret control-panel messages
●
Paper feeds incorrectly or becomes jammed
●
Clear jams
●
Paper does not feed automatically
●
Improve print quality
●
The product does not print or it prints slowly
●
Solve walk-up USB printing problems
●
Solve connectivity problems
●
Solve product software problems with Windows
●
Solve product software problems with Mac
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							Self help
In addition to the information in this guide, other sources are available that provide helpful information.
Printable poster for using the product
control panelThis poster is available on the product CD. It prints on four full-color pages that you
can post near the product. It contains information on using the buttons and other
features available on the product control panel.
Quick Reference Topics Several Quick Reference Topics for this product are available at this website:
www.hp.com/support/lj500colorM551.
You can print these topics and keep them near the product. They are a handy
reference for procedures that you perform frequently.
Control panel help The control panel has built-in help that guides you through several tasks, such as replacing print cartridges and clearing jams.
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							Solve general problems checklist
Follow these steps when trying to solve a problem with the product.
1.Make sure the product Ready light is on. If no lights are on, complete these steps:
a.Check the power-cable connections.
b. Check that the power is turned on.
c. Make sure that the line voltage is correct fo r the product power configuration. (See the label
that is on the back of the product for voltage requirements.) If you are using a power strip
and its voltage is not within specifications, plug  the product directly into the wall. If it is
already plugged into the wall, try a different outlet.
d. If none of these measures restores power, contact HP Customer Care.
2. Check the cabling.
a.Check the cable connection between the product and the computer or network port. Make
sure that the connection is secure.
b. Make sure that the cable itself is not faul ty by using a different cable, if possible.
c. Check the network connection.
3. The control panel should indicate ready status. If an error message appears, resolve the error.
4. Ensure that the paper that you are using meets specifications.
5. Print a configuration page. If the product is connected to a network, an HP Jetdirect page also
prints.
a.
At the product control panel, press the Home 
 button.
b. Open the following menus:
◦Administration
◦ Reports
◦ Configuration/Status Pages
◦ Configuration Page
c. Press the  OK button to select  Configuration Page  and then press the up arrow 
 to print.
If the pages do not print, check that at least one tray contains paper.
If the page jams in the product, follow the instructions on the control panel to clear the jam.
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							6.If the configuration page prints, check the following items:
a.If the page does not print correctly, the pr oblem is with the product hardware. Contact
HP Customer Care.
b. If the page prints correctly, then the product hardware is working. The problem is with the
computer you are using, with the printer driver, or with the program.
7. Select one of the following options:
Windows : Click Start, click Settings , and then click  Printers or Printers and Faxes .
Double-click the name of the product.
-or-
Mac OS X : Open the Printer Setup Utility  or the Print & Fax  list, and double-click the line
for the product.
8. Verify that you have installed the printer driver  for this product. Check the program to make sure
that you are using the printer driver for this product. The printer driver is on the CD that came with
the product. You can also download the printer driver from this Web site: 
www.hp.com/support/
lj500colorM551 .
9. Print a short document from a different program that  has worked in the past. If this solution works,
then the problem is with the program you are using.  If this solution does not work (the document
does not print), complete these steps:
a. Try printing the job from another computer that has the product software installed.
b. If you connected the product to the network, co nnect the product directly to a computer with
a USB cable. Redirect the product to the correct  port, or reinstall the software, selecting the
new connection type that you are using.
Factors that affect product performance
Several factors affect the time it takes to print a job:
● Maximum product speed, measured in pages per minute (ppm)
● The use of special paper (such as transparencies, heavy paper, and custom-size paper)
● Product processing and download time
● The complexity and size of graphics
● The speed of the computer you are using
● The USB connection
● The product I/O configuration
● The network operating system and configuration (if applicable)
● The printer driver that you are using
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							Restore factory settings
1.At the product control panel, press the Home  button.
2. Open the following menus:
●Administration
● General Settings
● Restore Factory Settings
3. Select one of the available  options, and then press the  OK button.
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							Interpret control-panel messages
Control-panel message types
Four types of control-panel messages can indicate the status of or problems with the product.
Message type Description
Status messages Status messages reflect the current state of the product. They inform you of normal product operationand require no interaction to clear them. They change as the state of the product changes. Whenever
the product is ready, not busy, and has no pending warning messages, the  Ready status message
appears if the product is online.
Warning messages Warning messages inform you of data and print errors. These messages typically alternate with the Ready or status messages and remain until you press the  OK button. Some warning messages are
clearable. If the  Clearable Warnings  menu in the Display Settings  menu is set to the Job
option, the next print job clears these messages.
Error messages Error messages communicate that some action must be performed, such as adding paper or clearing a jam.
Some error messages are auto-continuable. If the  Continuable Events menu in the Display
Settings  menu is set to the  Auto continue (10 seconds)  option, the product continues normal
operation after an auto-continuable error message appears for 10 seconds.
NOTE: Pressing any button during the 10-second auto-continuable error message overrides the
auto-continue feature, and the button function takes precedence. For example, pressing the Stop 
button pauses printing and offers the option to cancel the print job.
Critical-error messages Critical error messages inform you of a product failure. You can clear some of these messages by turning the product off and then on. These messages are not affected by the  Auto continue (10
seconds)  setting. If a critical error persists, service is required.
Control-panel messages
The product provides robust control panel messaging. When a message appears on the control panel,
follow the on-screen instructions to resolve the issue.  If the product displays an “Error” or “Attention”
message, and no steps are shown to resolve the issue,  turn the product off then on. Contact HP support
if you continue to experience issues with the product.
For additional information on a variety of topics, press the Help button 
 on the control panel.
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							Paper feeds incorrectly or becomes jammed
●The product does not pick up paper
●
The product picks up multiple sheets of paper
●
Prevent paper jams
The product does not pick up paper
If the product does not pick up paper from the tray, try these solutions.
1. Open the product and remove any jammed sheets of paper.
2. Load the tray with the correct size of paper for your job.
3. Make sure the paper guides in the tray are adjusted correctly for the size of paper. Adjust the
guides to the appropriate indentation in the tray.
4. Check the product control panel to see if the product is waiting for you to acknowledge a prompt
to feed the paper manually. Load paper, and continue.
The product picks up multiple sheets of paper
If the product picks up multiple sheets of  paper from the tray, try these solutions.
1. Remove the stack of paper from the tray and flex  it, rotate it 180 degrees, and flip it over. Do not
fan the paper.  Return the stack of paper to the tray.
2. Use only paper that meets HP specifications for this product.
3. Use paper that is not wrinkled, folded, or damaged. If necessary, use paper from a different
package.
4. Make sure the tray is not overfilled. If it is , remove the entire stack of paper from the tray,
straighten the stack, and then return some of the paper to the tray.
5. Make sure the paper guides in the tray are adjusted correctly for the size of paper. Adjust the
guides so they are touching th e paper stack without bending it.
Prevent paper jams
To reduce the number of paper jams, try these solutions.
1.Use only paper that meets HP specifications for this product.
2. Use paper that is not wrinkled, folded, or damaged. If necessary, use paper from a different
package.
3. Use paper that has not previously been printed or copied on.
4. Make sure the tray is not overfilled. If it is , remove the entire stack of paper from the tray,
straighten the stack, and then return some of the paper to the tray.
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							5.Make sure the paper guides in the tray are adjusted correctly for the size of paper. Adjust the
guides so they are touching th e paper stack without bending it.
6. Make sure that the tray is fully inserted in the product.
7. If you are printing on heavy, embossed, or perf orated paper, use the manual feed feature and
feed sheets one at a time.
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							Clear jams
Jam locations
Use this illustration to identify locations of jams. In addition, instructions appear on the control panel to
direct you to the location of jammed paper and how to clear it.
NOTE:Internal areas of the product that might need to  be opened to clear jams have green handles
or green labels.
12
3
4
5
6
1 Output-bin area
2D up le xin g  a re a
3T ra y 1  are a
4 Optional 500-sheet paper and heavy media tray (Tray 3)
5 Tray 2 pickup area
6F use r a re a
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