HP LaserJet M4345xm User Manual

							Problem-solving flowchart
SymptomCheckPossible causesPossible solutions
The control-panel display is
blank, no lights are lit, and the
device makes no sounds from
the motors.Is the power on?The power switch might be off.
The power cord might be
unplugged.
The power outlet might not be
working correctly.
The internal power supply might
have failed.1.Make sure the device is
plugged in and the power
switch is on.
2. Test the power outlet by
plugging the device into an
outlet that is known to work.
3. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
The control panel indicates an
error.Do error messages appear on
the control-panel display?Several conditions can cause
an error message to appear.1. Follow the instructions on
the control panel to
resolve the problem.
2. For more information, see
Control-panel messages .
3. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
Are the main features, such as
Copy  and E-mail , inactive on
the touchscreen?The scanner shipping lock
might be in the locked position.Make sure the scanner shipping
lock is unlocked. The scanner
lock is on the left side of the
device, underneath the scanner.
Paper-feed problems Do jams occur frequently? The media does not meet
specifications.
Paper remains in the device
after clearing a previous jam.
Some of the shipping tape,
cardboard, or shipping locks are
still in the device.
The maintenance kit items
might be ready for replacement.1.
Make sure the media
meets specifications for
the device. See 
Select
print media .
2. Open all doors and trays
and check for jammed
media. See 
Clear jams.
3. Make sure the print
cartridge is installed
correctly. See 
Change the
print cartridge .
4. Install the device
maintenance kit. See
Order parts, accessories,and supplies .
5. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
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							SymptomCheckPossible causesPossible solutions
 Do original documents feed
correctly through the ADF?The original document might be
printed on media that is too light
or too heavy for the ADF.
The ADF rollers and separation
pad might be dirty.
The ADF maintenance kit parts
might need to be replaced.1.If the original document is
printed on very heavy or
light media, copy by using
the flatbed glass.
2. Clean the ADF rollers and
separation pad. See 
Cleanthe document feeder .
3. Install the ADF
maintenance kit. See
Order parts, accessories,and supplies
4. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
Copy problemsAre copies blank?The originals might have been
loaded upside-down.1. In the ADF, load original
documents face-up.
2. On the scanner glass, load
original documents face-
down.
3. If the problem persists,
contact HP Customer
Care. See 
HP Customer
Care.
 Are copies of poor quality from
the ADF and the scanner glass?The copy settings need to be
adjusted for the original
document.See Adjust the copy settings .
If the problem persists, contact
HP Customer Care. See
HP Customer Care .
 Are copies of poor quality only
from the ADF?The ADF glass strip might be
dirty.Clean the scanner glass. SeeClean the device .
If the problem persists, contact
HP Customer Care. See
HP Customer Care .
 Are copies of poor quality only
from the scanner glass?The scanner glass might be dirtyClean the glass strip that is to
the left of the scanner glass.
See 
Clean the device .
If the problem persists, contact
HP Customer Care. See
HP Customer Care .
Print-quality problems Is the overall print quality poor?
Is the printing too light?
Do lines, streaks, or dots
appear on the pages? The media does not meet
specifications.
The print cartridge might be
empty or damaged.
The maintenance kit items
might be ready for replacement.1.
Make sure the media
meets specifications for
the device. See 
Selectprint media .
2. Replace the print
cartridge. See 
Change the
print cartridge
3. Install the device
maintenance kit. See
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							SymptomCheckPossible causesPossible solutions
Order parts, accessories,and supplies.
4. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
General printing problemsCan you print documents from a
computer?The computer cable might be
defective.
The printer driver might need to
be reinstalled.1. Try printing a configuration
page at the control panel.
Touch Network Address
and then touch Print.
If the page prints, the
problem is with the cable
or the driver.
2. Reconnect the cables.
3. Reinstall the printer driver.
The printer driver is on the
CD that came with the
device.
4. If the problem persists,
contact HP Customer
Care. See 
HP Customer
Care.
 Can you print over the network?The network might not be
configured correctly.1. Try connecting the
computer directly to the
device. If you can print, the
problem is with the
network configuration. See
Solve network printingproblems .
2. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
 Are you having problems
printing from specific software
programs?The problem might be with the
software program.1. Try printing from a
different software program.
If you can print, the
problem is with the original
software program.
2. See the documentation for
the software program.
Stapling problemsAre jobs stapled?The staple cassette might be
jammed.
The staple cassette might need
to be replaced.1.Remove the staple
cassette and check if it is
jammed or empty. See
Clear staple jams.
2. If the problem persists,
contact HP Customer
Care. See 
HP CustomerCare.
E-mail problems Are you able to send e-mail
attachments? The SMTP gateway might need
to be reconfigured.See Solve e-mail problems
.
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							SymptomCheckPossible causesPossible solutions
Does an “E-mail gateway not
responding” message appear
on the control panel?
 Are you able to change the
“From” e-mail address?The device might be configured
so that the “From” e-mail
address cannot be changed.
The device might require you to
sign in before you can change
the “From” e-mail address.Use the embedded Web server
to change these settings. See
Embedded Web server.
 Are you able to change the file
type or the color setting for e-
mail attachments?Change the settings at the
control panel or by using the
embedded Web server.1.At the control panel, touch
E-mail , and then touch
More Options . See
Change e-mail settings for
the current job.
2. To change the settings by
using the embedded Web
server, see 
Embedded
Web server .
 Do you receive a “job failed” e-
mail message when you try to
send an e-mail attachment?The e-mail address to which
you are sending the document
might be incorrect.
The file size might be larger
than the maximum allowable
size for the SMTP gateway.1.Send a test e-mail from
your computer.
2. Use the embedded Web
server to change the
maximum allowable size
for e-mail attachments.
See 
Embedded Web
server .
Fax problemsIs the Fax  feature on the control
panel inactive?You need to provide required
settings before using the Fax
feature.1. At the control panel, touch
Administration, touch  Initial
Setup , and touch Fax
Setup .
2. Configure the settings for
Location , Date/Time , and
Fax Header.
 Is  the Fax feature on the control
panel completely missing? The fax accessory might be
installed incorrectly.1.
Make sure the fax
accessory is installed
correctly and that none of
the pins are bent. See
Install the fax accessory .
2. Print a configuration page
and check the modem
status. It should indicate
“Operational/Enabled”. If
the modem status is
anything else, the problem
is with the fax accessory.
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							SymptomCheckPossible causesPossible solutions
 Is the Fax feature configured
correctly but you cannot send
faxes?You must use the phone cord
that came with the device.
The phone cord might not be
connected securely or the
telephone line might not be
working.
You might have connected the
device to a digital phone line
instead of an analog phone line.
The fax accessory requires an
analog phone line.See Solve fax problems .
1. Always use the phone
cord that came with the
device.
2. Test the telephone line by
connecting a telephone to
it and making a call.
3. Make sure you are
connecting the device to
an analog phone line.
 Is  the Fax feature configured
correctly but you cannot receive
faxes? A line splitter or surge-
protection device might be
interfering with incoming faxes.
An answering machine or voice-
mail system might be
intercepting the incoming fax
transmission.See Solve fax problems
.
1. Do not use line splitters or
surge-protection devices.
2. Disconnect the answering
machine or voice-mail
system.
3. Set the number of rings-to-
answer for the fax
accessory to a lower
number. See 
Initial Setupmenu .
4. Make sure the device is
connected to an a
dedicated analog phone
line. Do not use a roll-over
line.
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							Solve general device problems
Device selects media from the wrong tray.
Cause
Solution
The tray selection in the software program might be incorrect.For many software programs, the paper tray selection is
found on the Page Setup menu within the program.
Remove any media in other trays to make the device select
from the correct tray.
For Macintosh computers, use the HPPrinter Utility to
change the priority of the tray.
The configured size does not match the size of the media
that is loaded in the tray. Adjust the width guides to match the size of the media that is
loaded in the tray.
Device does not pull paper from tray.
Cause
Solution
The tray is empty.Load paper in the tray.
The paper guides are set incorrectly.
To set the guides correctly, see Load media.
For tray2, 3, 4, or 5, make sure that the leading edge of the
paper stack is even. An uneven edge can prevent the lift
plate from rising.
Paper curls when it exits the device.
Cause
Solution
The paper curls when it exits to the top output bin. Choose the straightest paper path in the printer driver or
control panel.
Turn over the paper that you are printing on.
Reduce the fusing temperature to reduce the curling. (See
Print Quality menu .)
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							Print job is extremely slow.
Cause
Solution
The job might be very complex.
The maximum speed of the device cannot be exceeded
even when more memory is added.
Printing speeds might be automatically reduced when
printing on custom-sized media.
Note: Slower speeds are expected when printing on narrow
paper, when printing from tray 1, or when using the High2
fuser mode.Reduce the complexity of the page or try adjusting the print-
quality settings. If this problem occurs frequently, add
memory to the device.
You are printing a PDF or PostScript (PS) file but are using
a PCL device driver. Try using the PS device driver rather than the PCL device
driver. (You can usually do this from a software program.)
Print job prints on both sides of the paper. 
Cause
Solution
The device is set for duplexing.
See Open the printer drivers to change the setting, or see
the online Help.
Print job contains only one page but the device processes the  back side of the page as well (the page comes part
of the way out, and then goes back into the device).
Cause
Solution
The device is set for duplexing. Even if the print job contains
only one page, the device also processes the back side. See Open the printer drivers
 to change the setting, or see
the online Help.
Do not try to pull the page out of the device before duplexing
is complete. Jamming might result.
Pages print, but are totally blank.
Cause
Solution
The sealing tape might still be on the print cartridge.Remove the print cartridge and pull out the sealing tape.
Reinstall the print cartridge.
The file might have blank pages. Check the file to make sure that it does not contain blank
pages.
The device prints, but the text is wrong, garbled, or incomplete.
Cause
Solution
The device cable is loose or defective. Disconnect the device cable and reconnect it. Try a print job
that you know works. If possible, attach the cable and device
to another computer and try a print job that you know works.
Finally, try a new cable.
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							The device prints, but the text is wrong, garbled, or incomplete.
Cause
Solution
The wrong driver was selected in the software.Check the software device selection menu to make sure that
an HP LaserJet M4345 device is selected.
The software program is malfunctioning.Try printing a job from another program.
The device does not respond when you select Print in the software. 
Cause
Solution
The device is out of media.Add media.
The device might be in the manual-feed mode.Change the device from manual-feed mode.
The cable between the computer and the device is not
connected correctly.Disconnect and reconnect the cable.
The device cable is defective.If possible, attach the cable to another computer and print a
job that you know works. You might also try using a different
cable.
The wrong device was selected in the software.Check the software device selection menu to make sure that
an HP LaserJet M4345 device is selected.
The device might have a jam.Clear any jams, paying careful attention to the duplexer area
(if your model has a duplexer). See Clear jams.
The software for the device is not configured for the device
port.Check the software device selection menu to make sure that
it is using the correct port. If the computer has more than
one port, make sure that the device is attached to the
correct one.
The device is on a network and is not receiving a signal.Check cable connections. Reinstall the printing software.
Print a job that you know works.
Clear any stopped jobs from the print queue.
The device is not receiving power.If no lights are on, check the power cord connections. Check
the power switch. Check the power source.
The device is malfunctioning. Check the control-panel display for messages and lights to
determine if the device is indicating an error. Note any
message and see 
Control-panel messages .
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							Control-panel message types
Four types of control-panel messages can indicate the status of or problems with the device.
Message typeDescription
Status messagesStatus messages reflect the current state of the device. They inform you of normal device
operation and require no interaction to clear them. They change as the state of the device
changes. Whenever the device is ready, not busy, and has no pending warning messages, the
status message Ready appears if the device is online.
Warning messagesWarning messages inform you of data and print errors. These messages typically alternate with
the Ready or status messages and remain until you touch  OK. Some warning messages are
clearable. If Clearable Warnings  is set to Job on the device  Device Behavior  menu, the next print
job clears these messages.
Error messagesError messages communicate that some action must be performed, such as adding paper or
clearing a jam.
Some error messages are auto-continuable. If  Auto-Continue is set on the menus, the device will
continue 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 device failure. Some of these messages can be cleared by turning the device off and then on. These messages are not affected by the  Auto-Continue
setting. If a critical error persists, service is required.
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							Control-panel messages
Table 11-1  Control-panel messages
Control panel messageDescriptionRecommended action
A duplexed (2-sided) document was
requested from a tray that is set to Any
Size or Any Custom . Duplexing is not
allowed from a tray configured to  Any Size
or  Any Custom .Select another tray or reconfigure the tray.
A user name or password is incorrect.Type the information again.
A digital send or copy job has been
performed from the scanner glass, but the
original document needs to be removed.Remove the original document from the
scanner glass and press  Start.
The control panel function that you are
trying to use has been locked to prevent
unauthorized access.Contact the network administrator.
10.XX.YY SUPPLY MEMORY ERRORThe MFP cannot read or write to at least
one print cartridge e-label or an e-label is
missing from a print cartridge.Reinstall the print cartridge, or install a new
HP print cartridge.
11.XX Internal clock error To continue
touch OKThe MFP real time clock has experienced
an error.Whenever the MFP is turned off and then
turned on again, set the time and date at
the control panel. See 
Use the control panel .
If the error persists, you might need to
replace the formatter.
13.JJ.NT JAM IN ENVELOPE FEEDERMedia is jammed in the envelope feeder.Remove the jammed media from the
envelope feeder. Follow the instructions in
the onscreen dialog box. See 
Clear jamsfrom the optional envelope-feeder area .
13.JJ.NT JAM IN OUTPUT BINMedia is jammed in the output bin.Remove the output bin and gently remove
the jammed media. Reattach output bin.
Follow the instructions in the onscreen
dialog box.
13.JJ.NT JAM IN TRAY 1Media is jammed in tray 1.Remove the jammed media from tray 1.
Follow the instructions in the onscreen
dialog box. See 
Clear jams from the tray1area.
13.JJ.NT JAM IN TRAY XMedia is jammed in the specified tray.Follow the instructions in the onscreen
dialog box. See Clear jams from the tray2,3, 4, or 5 areas .
13.JJ.NT JAM INSIDE DUPLEXER
Remove duplexer from lower left areaMedia is jammed in the duplexer.Follow the instructions in the onscreen
dialog box. See Clear jams from the
optional duplexer .
13.JJ.NT JAM INSIDE LEFT OUTPUT
AREA Remove output bin and duplexerMedia is jammed in the output area.Follow the instructions in the onscreen
dialog box. See Clear jams from the outputareas.
13.JJ.NT JAM INSIDE RIGHT ACCESS
DOOR Open all right access doors
ABOVE tray X Media is jammed inside the jam-access
door for the tray that is indicated.
Follow the instructions in the onscreen
dialog box.
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