HP Officejet 6500A e All in One E710a User Manual

							Obtain electronic support
To find support and warranty information, go to the HP Web site at www.hp.com/
support. If prompted, choose your country/region, and then click Contact HP for
information on calling for technical support.
This Web site also offers technical support, drivers, supplies, ordering information and
other options such as:
• Access online support pages.
• Send HP an e-mail message for answers to your questions.
• Connect with an HP technician by using online chat.
• Check for HP software updates.
You can also obtain support from the HP printer software (Windows) or HP Utility (Mac
OS X), which provide easy, step-by-step solutions to common printing problems. For
more information, see 
Printer management tools .
Support options and availability vary by printer, country/region, and language.
HP support by phone
The phone support numbers and associated costs listed here are those in effect at time
of publication and are applicable only for calls made on a land line. Different rates may
apply for mobile phones.
For the most current HP list of telephone support numbers and call costs information,
see 
www.hp.com/support.
During the warranty period, you may obtain assistance from the HP Customer Care
Center.
NOTE:HP does not provide telephone support for Linux printing. All support is
provided online at the following web site: 
https://launchpad.net/hplip. Click Ask a
question to begin the support process.
The HPLIP Web site does not provide support for Windows or Mac OS X. If you are
using these operating systems, see 
www.hp.com/support.
This section contains the following topics:
•
Before you call
•
Phone support period
•
Telephone support numbers
•
After the phone support period
Before you call
Call HP support while you are in front of the computer and the printer. Be prepared to
provide the following information:
• Model number (for more information, see 
Finding the printer model number)
• Serial number (located on the back or bottom of the printer)
HP support 77
 
						

							• Messages that appear when the situation occurs
• Answers to these questions:
◦Has this situation happened before?
◦Can you re-create it?
◦Did you add any new hardware or software to your computer at about the time
that this situation began?
◦Did anything else occur prior to this situation (such as a thunderstorm or
moving the printer)?
Phone support period
One year of phone support is available in North America, Asia Pacific, and Latin
America (including Mexico).
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							Telephone support numbers
In many locations, HP provides toll free telephone support during the warranty period.
However, some of the support numbers might not be toll free.
HP support 79
 
						

							For the most current list of telephone support numbers, see www.hp.com/support.
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							After the phone support period
After the phone support period, help is available from HP at an additional cost. Help
may also be available at the HP online support Web site: 
www.hp.com/support.
Contact your HP dealer or call the support phone number for your country/region to
learn more about support options.
General troubleshooting tips and resources
NOTE:Many of the steps below require HP software. If you did not install the HP
software, you can install it using the HP software CD included with the printer, or
you can download the software from the HP support Web site (
www.hp.com/
support).
Try these when you begin troubleshooting a printing problem.
• For a paper jam, see 
Clear paper jams.
• For paper-feed problems, such as the paper skew and paper pick, see 
Solve
paper-feed problems.
• Power light is on and not blinking. When the printer is turned on for the first time, it
takes approximately 12 minutes to initialize it after the ink cartridges are installed.
• Power cord and other cables are working, and are firmly connected to the printer.
Make sure the printer is connected firmly to a functioning alternating current (AC)
power outlet, and is turned on. For voltage requirements, see 
Electrical
requirements.
• Media is loaded correctly in the input tray and is not jammed in the printer.
• All packing tapes and materials are removed.
• The printer is set as the current or default printer. For Windows, set it as the default
in the Printers folder. For Mac OS X, set it as the default in the Print & Fax section
of the System Preferences. See your computers documentation for more
information.
•Pause Printing is not selected if you are using a computer running Windows.
• You are not running too many programs when you are performing a task. Close
programs that you are not using or restart the computer before attempting the task
again.
Troubleshooting topics
•
Solve printing problems
•
Print troubleshooting
•
Print quality troubleshooting
•
Solve paper-feed problems
•
Solve copy problems
•
Solve scan problems
•
Solve fax problems
•
Solve wired (Ethernet) network problems
•
Solve wireless problems (some models only)
•
Solve printer management problems
•
Troubleshoot installation issues
General troubleshooting tips and resources 81
 
						

							Solve printing problems
This section contains the following topics:
•
The printer shuts down unexpectedly
•
Alignment fails
•
Printer takes a long time to print
•
Something on the page is missing or incorrect
The printer shuts down unexpectedly
Check the power and power connections
Make sure the printer is connected firmly to a functioning alternating current (AC)
power outlet. For voltage requirements, see 
Electrical requirements.
Alignment fails
If the alignment page appears to be only partially printed, or if it has light or white
streaks, try cleaning the printhead.
If the alignment process fails, make sure you have loaded unused, plain white paper
into the input tray. If you have colored paper loaded in the input tray when you align the
ink cartridges, the alignment fails.
If the alignment process fails repeatedly, you might have a defective sensor or ink
cartridge. Contact HP support. Go to 
www.hp.com/support. If prompted, select your
country/region, and then click Contact HP for information on calling for technical
support.
Printer takes a long time to print
Check the system configuration and resources
Make sure the computer meets the minimum system requirements for the printer. For
more information, see 
System requirements.
Check the HP software settings
Print speed is slower when you select high print-quality settings. To increase the print
speed, select different print settings in the printer driver. For more information, see
Print.
Check the ink cartridge levels
If a cartridge is completely out of ink, the printer may slow down to keep the printhead
from overheating.
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							Something on the page is missing or incorrect
Check the ink cartridges
Make sure the correct ink cartridges are installed and the ink cartridges are not low on
ink. For more information, see 
Check the estimated ink levels.
Check the margin settings
Make sure the margin settings for the document do not exceed the printable area of the
printer. For more information, see 
Set minimum margins.
Check the color print settings
Make sure Print in Grayscale is not selected in the printer driver.
Check the printer location and length of USB cable
High electromagnetic fields (such as those generated by USB cables) can sometimes
cause slight distortions to printouts. Move the printer away from the source of the
electromagnetic fields. Also, it is recommended that you use a USB cable that is less
than 3 meters (9.8 feet) long to minimize the effects of these electromagnetic fields.
Print troubleshooting
Use this section to solve these printing problems:
•
Envelopes print incorrectly
•
Borderless printing
•
The printer is not responding or nothing happens when I try to print
•
The printer prints meaningless characters
•
Page order
•
The margins are not printing as expected
•
Text or graphics are cut off at the edge of the page
•
A blank page came out while printing
•
Paper is not picked up from the input tray
Envelopes print incorrectly
Try the following solutions to resolve the issue. Solutions are listed in order, with the
most likely solution first. If the first solution does not solve the problem, continue trying
the remaining solutions until the issue is resolved.
•
Solution 1: Load the stack of envelopes correctly
•
Solution 2: Check the envelope type
•
Solution 3: Tuck the flaps to avoid paper jams
Print troubleshooting 83
 
						

							Solution 1: Load the stack of envelopes correctly
Solution:Load a stack of envelopes in the input tray according to the image
below.
Make sure that you remove all paper from the input tray before loading the
envelopes.
Cause:A stack of envelopes was loaded incorrectly.
If this did not solve the issue, try the next solution.
Solution 2: Check the envelope type
Solution:Do not use shiny or embossed envelopes or envelopes that have
clasps or windows.
Cause:The wrong type of envelope was loaded.
If this did not solve the issue, try the next solution.
Solution 3: Tuck the flaps to avoid paper jams
Solution:To avoid paper jams, tuck the flaps inside the envelopes.
Cause:The flaps might get caught in the rollers.
Borderless printing
•Borderless printing produces unexpected results
Borderless printing produces unexpected results
Solution:Try printing the image from the photo imaging software that came with
the printer.
Cause:Printing a borderless image from a non-HP software application produced
unexpected results.
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							The printer is not responding or nothing happens when I try to print
Try the following solutions to resolve the issue. Solutions are listed in order, with the
most likely solution first. If the first solution does not solve the problem, continue trying
the remaining solutions until the issue is resolved.
•
Solution 1: Turn on the printer
•
Solution 2: Load paper in the input tray
•
Solution 3: Select the correct printer
•
Solution 4: Check the printer driver status
•
Solution 5: Wait until the printer completes the current operation
•
Solution 6: Remove all cancelled print jobs from the queue
•
Solution 7: Clear the paper jam
•
Solution 8: Make sure the print carriage can move freely
•
Solution 9: Check the connection from the printer to your computer
•
Solution 10: Restart the printer
Solution 1: Turn on the printer
Solution:Look at the Power light located on the printer. If it 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.
Cause:The printer was turned off.
If this did not solve the issue, try the next solution.
Solution 2: Load paper in the input tray
Solution:Load paper in the input tray.
For more information, see:
Load media
Cause:The printer was out of paper.
If this did not solve the issue, try the next solution.
Solution 3: Select the correct printer
Solution:Make sure you have selected the correct printer in your software
application.
TIP:You can set the printer as the default printer to ensure that the printer is
automatically selected when you select Print in the File menu of your different
software applications.
Cause:The printer was not the selected printer.
If this did not solve the issue, try the next solution.
Print troubleshooting 85
 
						

							Solution 4: Check the printer driver status
Solution:The printer driver status might have changed to either offline or stop
printing.
To check the printer driver status
•Windows: In the HP printer software, click Printer Actions, and then click See
Whats Printing.
•Mac OS: Open System Preferences, and then click Print & Fax. Open the
print queue for your printer.
Cause:The status of the printer driver had changed.
If this did not solve the issue, try the next solution.
Solution 5: Wait until the printer completes the current operation
Solution:If the printer is performing another task your print job is delayed until
the printer completes the current task.
Some documents take a long time to print. If nothing has printed several minutes
after you sent a print job to the printer, check the printers control panel to see if
there are any errors.
Cause:The printer was busy with another task.
If this did not solve the issue, try the next solution.
Solution 6: Remove all cancelled print jobs from the queue
Solution:A print job might remain in the queue after it has been cancelled. The
cancelled print job jams the queue and prevents the next print job from printing.
From your computer, open the printer folder and see if the cancelled job remains in
the print queue. Try to delete the job from the queue. If the print job remains in the
queue, try one or both of the following:
• If the printer is connected with a USB cable, disconnect the cable from the
printer, restart the computer, and then reconnect the USB cable to the printer.
• Shut down the printer, restart the computer, and then restart the printer.
Cause:A deleted print job was in the queue.
If this did not solve the issue, try the next solution.
Solution 7: Clear the paper jam
Solution:Clear the paper jam and remove any torn paper that remains in the
printer.
For more information, see:
Clear jams
Cause:The printer had a paper jam.
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