HP OfficeJet J5520 User Manual

							A HP supplies
This section provides information on HP supplies for the device. The information is subject to change;
visit the HP Web site (www.hpshopping.com) for the latest updates. You may also make purchases
through the Web site.
•
Order printing supplies online
•
Supplies
Order printing supplies online
To order genuine HP supplies for the device, go to www.hpshopping.com. If prompted, choose your
country/region, follow the prompts to select your product, and then click one of the shopping links
on the page.
Besides the HP Web site, you may order printing supplies using the following tool:
Toolbox: On the Estimated Ink Level tab, click Shop Online.
Supplies
•Print cartridges
•
HP media
Print cartridges
Use only the replacement cartridges that have the same cartridge number as the print cartridge you
are replacing. You can find the cartridge number in the following places:
• On the label of the print cartridge you are replacing.
•Toolbox: Click the Estimated Ink Level tab, and then click the Cartridge Details button to view
information about replacement print cartridges.
NOTE:Ordering print cartridges online is not supported in all countries/regions. If it is not
supported in your country/region, contact a local HP reseller for information about purchasing
print cartridges.
If you live in Europe, go to 
www.hp.com/eu/hard-to-find-supplies to locate information on HP
print cartridges.
HP media
To order media such as HP Premium Plus Photo Paper or HP Premium Paper, go to
www.hpshopping.com.
HP supplies 137
 
						

							B Support and warranty
The information in Maintain and troubleshoot suggests solutions to common problems. If your device
is not operating correctly and those suggestions did not solve your problem, try using one of the
following support services to obtain assistance.
This section contains the following topics:
•
Hewlett-Packard limited warranty statement
•
Obtain electronic support
•
Obtain HP telephone support
•
Prepare the device for shipment
•
Pack the device
138 Support and warranty
 
						

							Hewlett-Packard limited warranty statement
Hewlett-Packard limited warranty statement 139
 
						

							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 software updates.
You can also obtain support from the Toolbox. The Toolbox provides easy, step-by-step solutions
to common printing problems. For more information, see 
Toolbox.
Support options and availability vary by product, country/region, and language.
Obtain HP telephone support
During the warranty period, you may obtain assistance from the HP Customer Care Center.
This section contains the following topics:
•
Before you call
•
Support process
•
HP support by phone
•
Additional warranty options
Before you call
Visit the HP Web site (www.hp.com/support) for the latest troubleshooting information, or product
fixes and updates.
To assist our Customer Care Center representatives to serve you better, prepare the following
information if you need to call HP.
1.If the device does not print, get the following information ready:
• Device model
• Model number and serial number (check the back of the device)
2.Check the operating system that you are using, such as Windows XP.
3.Note how the device is connected to your system, such as through a USB connection.
4.Obtain the version number of the printer software. (To find the version number of the printer
driver, open the printer settings or properties dialog box, and click the About tab.)
5.If you have a problem printing from a particular application, note the application and version
number.
Support process
If you have a problem, follow these steps:
1.Check the documentation that came with the device.
2.Visit the HP online support Web site at 
www.hp.com/support. HP online support is available to
all HP customers. It is the fastest source for up-to-date device information and expert assistance
and includes the following features:
• Fast access to qualified online support specialists
• Software and driver updates for the device Appendix B
140 Support and warranty
 
						

							• Valuable troubleshooting information for common problems
• Proactive updates, support alerts, and HP newsgrams that are available when you register
the device
3.Call HP support. Support options and availability vary by device, country/region, and language.
HP support by phone
This section contains the following topics:
•
Phone support period
•
Telephone support numbers
•
Placing a call
•
After the phone support period
Phone support period
One year of phone support is available in North America, Asia Pacific, and Latin America (including
Mexico). For the most current list of telephone support numbers, go to www.hp.com/support.
Telephone support numbers
In many locations, HP provides toll free telephone support during the warranty period. However,
some of the support numbers listed below may not be toll free.
For the most current list of telephone support numbers, see 
www.hp.com/support.
Obtain HP telephone support 141
 
						

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							Placing a call
Call HP support while you are in front of the computer and the HP All-in-One. Be prepared to provide
the following information:
• Model number (located on the label on the front of the device)
• Serial number (located on the back or bottom of the device)
• 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, HP All-in-One was
moved, etc.)?
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.
Additional warranty options
Extended service plans are available for the device at additional costs. Go to www.hp.com/support, select your country/region and language, then explore the services and warranty area for
information about the extended service plans.
Prepare the device for shipment
If after contacting HP Customer Support or returning to the point of purchase, you are requested to
send the device in for service, make sure you remove and keep the following items before returning
your device:
• The print cartridges
• The control-panel faceplate
• The power cord, USB cable, and any other cable connected to the device
• Any paper loaded in the input tray
• Remove any originals you might have loaded in the device
This section contains the following topics:
•
Remove the print cartridges before shipment
•
Remove the control-panel faceplate
Remove the print cartridges before shipment
Before you return the device, make sure you remove the print cartridges.
Prepare the device for shipment 143
 
						

							To remove print cartridges before shipment
1.Turn on the device and wait until the print carriage is idle and silent. If the device will not turn
on, skip this step and go to step 2.
NOTE:If the device does not turn on, you can unplug the power cord and then manually
slide the print carriage to the far right side to remove the print cartridges.
2.Gently pull open the print cartridge cover.
3.Remove the print cartridges from their slots by grasping each between your thumb and forefinger
and pulling it firmly toward you.
4.Place the print cartridges in an airtight plastic container so they will not dry out, and put them
aside. Do not send them with the device unless the HP customer support call agent instructs
you to. Appendix B
144 Support and warranty
 
						

							5.Close the print cartridge door and wait a few minutes for the print carriage to move back to its
home position (on the left side).
6.After the scanner is idle and has returned to its parked position, press the Power button to turn
off the device.
Remove the control-panel faceplate
Complete the following steps once you have removed the print cartridges.
CAUTION:The device must be unplugged before following these steps.
CAUTION:The replacement device will not be shipped with a power cord. Store the power
cord in a safe place until the replacement arrives.
To remove the control-panel faceplate
1.Press the Power button to turn off the device.
2.Unplug the power cord, and then disconnect it from the device. Do not return the power cord
with the device.
3.Remove the control-panel faceplate as follows:
a.Lift the ADF lid.
b. Use either your finger or insert a thin object in the tab on the upper right corner of the control-
panel faceplate to pry the control-panel faceplate off.
Prepare the device for shipment 145
 
						

							4.Retain the control-panel faceplate. Do not return the control-panel faceplate with the device.
CAUTION:The replacement device might not come with a control-panel faceplate. Store
your control-panel faceplate in a safe place, and when the replacement device arrives,
reattach your control-panel faceplate. You must attach your control-panel faceplate to use
the control-panel functions on the replacement device.
NOTE:See the setup poster that came with the device for instructions on how to attach
your control-panel faceplate. The replacement device might come with instructions for
setting up your device.
Pack the device
Complete the following steps after you have prepared the device for shipment.
To pack the device
1.If available, pack the device for shipment by using the original packaging materials, or use the
packaging materials that came with your replacement device.
If you do not have the original packaging materials, please use other adequate packaging
materials. Shipping damage caused by improper packaging and/or improper transportation is
not covered under the warranty.
2.Place the return shipping label on the outside of the box.
3.Include the following items in the box:
• A complete description of symptoms for service personnel (samples of print quality problems
are helpful).
• A copy of the sales slip or other proof of purchase to establish the warranty coverage period.
• Your name, address, and a phone number where you can be reached during the day. Appendix B
146 Support and warranty