HP Officejet 6500A e All in One E710 User Manual

							• Other equipment, which uses the same phone line as the printer, might be
causing the test to fail. To find out if other equipment is causing a problem,
disconnect everything from the phone line, and then run the test again.
◦If the Fax Line Condition Test passes without the other equipment, then
one or more pieces of the equipment is causing problems; try adding them
back one at a time and rerunning the test each time, until you identify which
piece of equipment is causing the problem.
◦If the Fax Line Condition Test fails without the other equipment, connect
the printer to a working phone line and continue reviewing the
troubleshooting information in this section.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a
two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the printer directly to the telephone wall jack.
• Make sure you use the phone cord that came with the printer. If you do not use
the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone cord
that came with the printer, run the fax test again.
After you resolve any problems found, run the fax test again to make sure it passes
and the printer is ready for faxing. If the Fax Line Condition test continues to fail
and you experience problems faxing, contact your telephone company and have
them check the phone line.
The display always shows Phone Off Hook
Solution:You are using the wrong type of phone cord. Make sure you are using
the phone cord that came with the printer to connect the printer to your phone line.
If the phone cord that came with the printer is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics store
that carries phone accessories. You also need another phone cord, which can be a
standard phone cord that you might already have in your home or office.
Solution:Other equipment that uses the same phone line as the printer might be
in use. Make sure extension phones (phones on the same phone line, but not
connected to the printer) or other equipment are not in use or off the hook. For
example, you cannot use the printer for faxing if an extension phone is off the hook,
or if you are using a computer dial-up modem to send e-mail or access the Internet.
The printer is having problems sending and receiving faxes
Solution:Make sure the printer is turned on. Look at the display on the printer. If
the display is blank and the Power light is not lit, the printer is turned off. Make sure
the power cord is firmly connected to the printer and plugged into a power outlet.
Press the Power button to turn on the printer.
After turning on the printer, HP recommends you wait five minutes before sending
or receiving a fax. The printer cannot send or receive faxes while it is initializing
after being turned on.
Solve fax problems 137
 
						

							Solution:If Fax to PC or Fax to Mac has been enabled, you may not be able to
send or receive faxes if the fax memory is full (limited by printer memory).
Solution:
• Make sure you used the phone cord supplied in the box with the printer to
connect to the telephone wall jack. One end of the phone cord should be
connected to the port labeled 1-LINE on the back of the printer and the other
end to your telephone wall jack, as shown below.
1
2
1 Telephone wall jack
2 Use the phone cord supplied in the box with the printer to connect to the 1-LINE
port
If the phone cord that came with the printer is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics
store that carries phone accessories. You also need another phone cord, which
can be a standard phone cord that you might already have in your home or
office.
• Try connecting a working phone and phone cord to the telephone wall jack that
you are using for the printer and check for a dial tone. If you do not hear a dial
tone, call your local telephone company for service.
• Other equipment, which uses the same phone line as the printer, might be in
use. For example, you cannot use the printer for faxing if an extension phone is
off the hook, or if you are using a computer dial-up modem to send an e-mail or
access the Internet.
• Check to see if another process has caused an error. Check the display or your
computer for an error message providing information about the problem and
how to solve it. If there is an error, the printer does not send or receive a fax
until the error condition is resolved.
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							• The phone line connection might be noisy. Phone lines with poor sound quality
(noise) can cause faxing problems. Check the sound quality of the phone line
by plugging a phone into the telephone wall jack and listening for static or other
noise. If you hear noise, turn Error Correction Mode (ECM) off and try faxing
again. For more information, see 
Send a fax in Error Correction Mode.
• If you are using a digital subscriber line (DSL) service, make sure that you have
a DSL filter connected or you cannot fax successfully. For more information,
see 
Case B: Set up the printer with DSL.
• Make sure the printer is not connected to a telephone wall jack that is set up for
digital phones. To check if your phone line is digital, connect a regular analog
phone to the line and listen for a dial tone. If you do not hear a normal sounding
dial tone, it might be a phone line set up for digital phones.
• If you are using either a private branch exchange (PBX) or an integrated
services digital network (ISDN) converter/terminal adapter, make sure the
printer is connected to the correct port and the terminal adapter is set to the
correct switch type for your country/region, if possible. For more information,
see 
Case C: Set up the printer with a PBX phone system or an ISDN line.
• If the printer shares the same phone line with a DSL service, the DSL modem
might not be correctly grounded. If the DSL modem is not correctly grounded, it
can create noise on the phone line. Phone lines with poor sound quality (noise)
can cause faxing problems. You can check the sound quality of the phone line
by plugging a phone into the telephone wall jack and listening for static or other
noise. If you hear noise, turn off your DSL modem and completely remove
power for at least 15 minutes. Turn the DSL modem back on and listen to the
dial tone again.
NOTE:You might notice static on the phone line again in the future. If the
printer stops sending and receiving faxes, repeat this process.
If the phone line is still noisy, contact your telephone company. For information
on turning your DSL modem off, contact your DSL provider for support.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a
two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the printer directly to the telephone wall jack.
The printer is having problems sending a manual fax
Solution:
NOTE:This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the printer, including: Argentina, Australia,
Brazil, Canada, Chile, China, Colombia, Greece, India, Indonesia, Ireland,
Japan, Korea, Latin America, Malaysia, Mexico, Philippines, Poland, Portugal,
Russia, Saudi Arabia, Singapore, Spain, Taiwan, Thailand, USA, Venezuela,
and Vietnam.
Solve fax problems 139
 
						

							• Make sure the telephone you use to initiate the fax call is connected directly to
the printer. To send a fax manually, the telephone must be connected directly
to the port labeled 2-EXT on the printer.
1 Telephone wall jack
2 Use the phone cord supplied in the box with the printer to connect to the 1-LINE
port
3 Telephone
• If you are sending a fax manually from your phone that is connected directly to
the printer, you must use the keypad on the telephone to send the fax. You
cannot use the keypad on the printer control panel.
NOTE:If using a serial-type phone system, please connect your phone
directly on top of the printer cable which has a wall plug attached to it.
The printer cannot receive faxes, but can send faxes
Solution:
• If you are not using a distinctive ring service, check to make sure that the
Distinctive Ring feature on the printer is set to All Rings. For more
information, see 
Change the answer ring pattern for distinctive ring.
•If Auto Answer is set to Off, you need to receive faxes manually; otherwise,
the printer does not receive the fax. For information on receiving faxes
manually, see 
Receive a fax manually.
• If you have a voice mail service at the same phone number you use for fax
calls, you must receive faxes manually, not automatically. This means that you
must be available to respond in person to incoming fax calls. For information on
setting up the printer when you have a voice mail service, see 
Case F: Shared
voice/fax line with voice mail. For information on receiving faxes manually, see
Receive a fax manually.
• If you have a computer dial-up modem on the same phone line with the printer,
check to make sure that the software that came with your modem is not set to
receive faxes automatically. Modems that are set up to receive faxes
automatically take over the phone line to receive all incoming faxes, which
prevents the printer from receiving fax calls.
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							• If you have an answering machine on the same phone line with the printer, you
might have one of the following problems:
◦Your answering machine might not be set up correctly with the printer.
◦Your outgoing message might be too long or too loud to allow the printer to
detect fax tones, and the sending fax machine might disconnect.
◦Your answering machine might not have enough quiet time after your
outgoing message to allow the printer to detect fax tones. This problem is
most common with digital answering machines.
The following actions might help solve these problems:
◦When you have an answering machine on the same phone line you use for
fax calls, try connecting the answering machine directly to the printer as
described in 
Case I: Shared voice/fax line with answering machine.
◦Make sure the printer is set to receive faxes automatically. For information
on setting up the printer to receive faxes automatically, see 
Receive a fax.
◦Make sure the Rings to Answer setting is set to a greater number of rings
than the answering machine. For more information, see 
Set the number of
rings before answering.
◦Disconnect the answering machine and then try receiving a fax. If faxing is
successful without the answering machine, the answering machine might
be causing the problem.
◦Reconnect the answering machine and record your outgoing message
again. Record a message that is approximately 10 seconds in duration.
Speak slowly and at a low volume when recording your message. Leave at
least 5 seconds of silence at the end of the voice message. There should
be no background noise when recording this silent time. Try to receive a fax
again.
NOTE:Some digital answering machines might not retain the recorded
silence at the end of your outgoing message. Play back your outgoing
message to check.
• If the printer shares the same phone line with other types of phone equipment,
such as an answering machine, a computer dial-up modem, or a multi-port
switch box, the fax signal level might be reduced. The signal level can also be
reduced if you use a splitter or connect extra cables to extend the length of your
phone. A reduced fax signal can cause problems during fax reception.
To find out if other equipment is causing a problem, disconnect everything
except the printer from the phone line, and then try to receive a fax. If you can
receive faxes successfully without the other equipment, one or more pieces of
the other equipment is causing problems; try adding them back one at a time
and receiving a fax each time, until you identify which equipment is causing the
problem.
• If you have a special ring pattern for your fax phone number (using a distinctive
ring service through your telephone company), make sure that the Distinctive
Ring feature on the printer is set to match. For more information, see 
Change
the answer ring pattern for distinctive ring.
Solve fax problems 141
 
						

							The printer cannot send faxes, but can receive faxes
Solution:
• The printer might be dialing too fast or too soon. You might need to insert some
pauses in the number sequence. For example, if you need to access an outside
line before dialing the phone number, insert a pause following the access
number. If your number is 95555555, and 9 accesses an outside line, you might
insert pauses as follows: 9-555-5555. To enter a pause in the fax number you
are typing, touch Space (#) repeatedly, until a dash (-) appears on the display.
You can also send the fax using monitor dialing. This enables you to listen to
the phone line as you dial. You can set the pace of your dialing and respond to
prompts as you dial. For more information, see 
Send a fax using monitor
dialing.
• The number you entered when sending the fax is not in the proper format or the
receiving fax machine is having problems. To check this, try calling the fax
number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax machine might not be turned on or connected, or a voice mail
service could be interfering with the recipients phone line. You can also ask the
recipient to check the receiving fax machine for any problems.
Fax tones are recorded on my answering machine
Solution:
• When you have an answering machine on the same phone line you use for fax
calls, try connecting the answering machine directly to the printer as described
in 
Case I: Shared voice/fax line with answering machine. If you do not connect
the answering machine as recommended, fax tones might be recorded on your
answering machine.
• Make sure the printer is set to receive faxes automatically and that the Rings
to Answer setting is correct. The number of rings to answer for the printer
should be greater than the number of rings to answer for the answering
machine. If the answering machine and the printer are set to the same number
of rings to answer, both devices answer the call and fax tones are recorded on
the answering machine.
• Set your answering machine to a low number of rings and the printer to answer
in the maximum number of rings supported. (The maximum number of rings
varies by country/region.) In this setup, the answering machine answers the call
and the printer monitors the line. If the printer detects fax tones, the printer
receives the fax. If the call is a voice call, the answering machine records the
incoming message. For more information, see 
Set the number of rings before
answering.
The phone cord that came with my printer is not long enough
Solution:If the phone cord that came with the printer is not long enough, you can
use a coupler to extend the length. You can purchase a coupler at an electronics
store that carries phone accessories. You also need another phone cord, which
can be a standard phone cord that you might already have in your home or office.
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							TIP:If the printer came with a 2-wire phone cord adaptor, you can use it with a
4-wire phone cord to extend the length. For information on using the 2-wire
phone cord adaptor, see the documentation that came with it.
To extend your phone cord
1.Using the phone cord supplied in the box with the printer, connect one end to
the coupler, then connect the other end to the port labeled 1-LINE on the back
of the printer.
2.Connect another phone cord to the open port on the coupler and to the
telephone wall jack.
Color faxes do not print
Cause:The Incoming Fax Printing option is turned off.
Solution:To print color faxes, make sure that the Incoming Fax Printing option in
the printer control panel is turned on.
The computer cannot receive faxes (Fax to PC and Fax to Mac)
Check the following if you have set up Fax to PC or Fax to Mac and if the printer is
connected to your computer using a USB cable.
Cause:The computer selected to receive faxes is turned off.
Solution:Make sure the computer selected to receive faxes is switched on at all
times.
Cause:Different computers are configured for setup and receiving faxes and one
of them may be switched off.
Solution:If the computer receiving faxes is different from the one used for setup,
both computers should be switched on at all times.
Cause:Fax to PC or Fax to Mac is not activated or the computer is not
configured to receive faxes.
Solution:Activate Fax to PC or Fax to Mac and make sure the computer is
configured to receive faxes.
Solve problems using HP Web sites and services
This section provides solutions to common problems using HP Web sites and services.
•
Solve problems using HP Web services
•
Solve problems using HP Web sites
Solve problems using HP Web sites and services 143
 
						

							Solve problems using HP Web services
If you are having problems using the HP Apps or other Web services from the printer’s
control panel, check the following:
• Make sure the printer is connected to the Internet.
NOTE:To use the printer’s Web features, the printer must be connected to the
Internet (either using an Ethernet cable or wireless connection). You cannot use
these Web features if the printer is connected using a USB cable.
• Make sure the network hub, switch, or router is turned on and working correctly.
• If you are connecting the printer using an Ethernet cable, make sure you are not
connecting the printer using a phone cord or a crossover cable to connect the
printer to the network and that the Ethernet cable is securely connected to the
printer. For more information, see 
Solve wired (Ethernet) network problems.
• If you are connecting the printer using a wireless connection, make sure the
wireless network is functioning properly. For more information, see 
Solve wireless
problems (some models only).
Solve problems using HP Web sites
If you are having problems using HP Web sites from your computer, check the
following:
• Make sure the computer that you are using is connected to the network.
• Make sure the Web browser meets the minimum system requirements. For more
information, see 
HP Web site specifications.
• If your Web browser uses any proxy settings to connect to the Internet, try turning
off these settings. For more information, see the documentation available with your
Web browser.
Solve photo (memory card) problems
If the following topics do not help, see HP support for information about HP support.
NOTE:If you are starting a memory card operation from a computer, see the
software Help for troubleshooting information.
•The printer cannot read the memory card
•
The printer cannot read photos on the memory card
The printer cannot read the memory card
•Check the memory card
◦Make sure that the memory card is one of the supported types. For more
information, see 
Insert a memory card.
◦Some memory cards have a switch that controls how they can be used. Make
sure that the switch is set so that the memory card can be read.
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							◦Inspect the ends of the memory card for dirt or material that closes a hole or
spoils a metal contact. Clean the contacts with a lint-free cloth and small
amounts of isopropyl alcohol.
◦Make sure that the memory card is working correctly by testing it with other
devices.
•Check the memory card slot
◦Make sure that the memory card is fully inserted into the correct slot. For more
information, see 
Insert a memory card.
◦Remove the memory card (when the light is not blinking) and shine a flashlight
into the empty slot. See if any of the small pins inside are bent. When the
computer is off, you can straighten slightly bent pins by using the tip of a thin,
retracted ballpoint pen. If a pin has bent in such a way that it touches another
pin, replace the memory card reader or have the printer serviced. For more
information, see 
HP support.
◦Make sure that only one memory card has been inserted at a time in the slots.
An error message should appear on the control-panel display if more than one
memory card is inserted.
The printer cannot read photos on the memory card
Check the memory card
The memory card might be corrupt.
Solve wired (Ethernet) network problems
If you are unable to connect the printer to your wired (Ethernet) network, perform one
or more of the following tasks.
NOTE:After correcting any of the following, run the installation program again.
•General network troubleshooting
•
Network port created does not match printer IP address (Windows)
General network troubleshooting
If you are unable to install the HP software that came with the printer, verify that:
• All cable connections to the computer and the printer are secure.
• The network is operational and the network hub is turned on.
• All applications, including virus protection programs, spyware protection programs,
and firewalls, are closed or disabled for computers running Windows
• The printer is installed on the same subnet as the computers that are using the
printer.
If the installation program cannot discover the printer, print the network configuration
page, and enter the IP address manually in the installation program. For more
information, see 
Understand the network configuration page.
Though it is not recommended that you assign the printer with a static IP address, you
might resolve some installation problems (such as a conflict with a personal firewall) by
doing so.
Solve wired (Ethernet) network problems 145
 
						

							Network port created does not match printer IP address (Windows)
If you are using a computer running Windows, make sure that the network ports
created in the printer driver match the printer IP address:
1.Print the printer’s network configuration page
2.On the computer desktop, click Start, select Settings, and then click Printers or
Printers and Faxes.
- or -
Click Start, click Control Panel, and then double-click Printers.
3.Right-click the printer icon, click Properties, and then click the Ports tab.
4.Select the TCP/IP port for the printer, and then click Configure Port.
5.Compare the IP address listed in the dialog box and make sure it matches the IP
address listed on the network configuration page. If the IP addresses are different,
change the IP address in the dialog box to match the address on the network
configuration page.
6.Click OK twice to save the settings and close the dialog boxes.
Solve wireless problems (some models only)
If the printer is unable to communicate with the network after completing the wireless
setup and HP software installation, perform one or more of the following tasks in the
order shown below.
•
Basic wireless troubleshooting (some models only)
•
Advanced wireless troubleshooting
Basic wireless troubleshooting (some models only)
Perform the following steps in the order presented.
NOTE:If this is the first time you are setting up the wireless connection, and you
are using the HP software included with the printer, make sure that the USB cable
is connected to the printer and the computer.
Step 1 - Make sure the wireless (802.11) light is turned on
If the blue light near the printers wireless button is not lit, the wireless capabilities
might not have been turned on. To turn on wireless, touch right arrow 
, touch
Network, touch Wireless, touch Wireless Radio, and then select Yes.
NOTE:If your printer supports Ethernet networking, make sure that an Ethernet
cable has not been connected to the printer. Connecting an Ethernet cable turns off
the printers wireless capabilities.
Step 2 - Restart components of the wireless network
Turn off the router and the printer, and then turn them back on in this order: router first
and then the printer. If you still are unable to connect, turn off the router, printer, and
your computer. Sometimes, turning off the power and then turning it back on will
recover a network communication issue.
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