HP Officejet J5780 User Manual

							7.Flip the tray extender up toward you.
NOTE:When you use legal-size paper, leave the tray extender closed.
Cause:The protective plastic tape was only partially removed from the print
cartridge.
Solution:Check each print cartridge. The tape might have been removed from the
copper-colored contacts, but still might cover the ink nozzles. If the tape is still
covering the ink nozzles, carefully remove the tape from the print cartridges. Do not
touch the ink nozzles or the copper-colored contacts.
1Copper-colored contacts
2Plastic tape with pink pull tab (must be removed before installing)
3Ink nozzles under tape
Print troubleshooting 169
 
						

							Ink is spraying the inside of the HP All-in-One when I print a photo
Cause:The borderless print settings require photo paper to be loaded in the input
tray. You are using the wrong paper type.
Solution:Make sure you load photo paper in the input tray before you print a
borderless print job.
Fax troubleshooting
Use this section to solve the following fax problems:
•
The HP All-in-One is having problems sending and receiving faxes
•
The HP All-in-One cannot send faxes, but can receive faxes
•
The HP All-in-One is having problems sending a manual fax
•
Pages of a fax I sent are missing
•
The quality of the fax I sent is poor
•
Parts of a fax I sent are cut off
•
The fax I sent was blank when it was received
•
Fax transmission is slow
•
The HP All-in-One cannot receive faxes, but can send faxes
•
The HP All-in-One is having problems receiving a manual fax
•
Fax tones are recorded on my answering machine
•
The HP All-in-One is not answering incoming fax calls
•
Pages of a fax I received are missing
•
Faxes are received but do not print
•
Parts of a fax I received are cut off
•
The computer to which I am connecting has only one phone port
•
I hear static on my telephone line since connecting the HP All-in-One
•
The fax test failed
•
I am having problems faxing over the Internet using IP phone
•
The fax log report shows an error
The HP All-in-One is having problems sending and receiving faxes
Cause:The HP All-in-One is not set up properly for faxing.
Solution:Follow the instructions to set up the HP All-in-One properly for faxing,
based on the equipment and services you have on the same phone line as the HP All-
in-One. Then, run a fax test to check the status of the HP All-in-One and to make sure
you set it up properly. For more information, see 
Set up the HP All-in-One for
faxing.
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							The HP All-in-One prints a report with the results of the test. If the test fails, review
the report for information on how to fix the problem.
To test your fax setup from the control panel
1.Set up the HP All-in-One for faxing according to your particular home or office
setup instructions.
2.Insert the print cartridges and load full-size paper in the input tray before starting
the test.
3.Press Setup.
4.Press 6, then press 6 again.
This selects the Tools menu and then selects Run Fax Test.
The HP All-in-One displays the status of the test on the display and prints a report.
5.Review the report.
• If the test passes and you are still having problems faxing, check the fax
settings listed in the report to verify the settings are correct. A blank or
incorrect fax setting can cause problems faxing.
• If the test fails, review the report for more information on how to fix any
problems found.
6.After you pick up the fax report from the HP All-in-One, press OK.
If necessary, resolve any problems found and rerun the test.
Cause:The HP All-in-One is turned off.
Solution:Look at the display on the HP All-in-One. If the display is blank and the
Power button is not lit, the HP All-in-One is turned off. Make sure the power cord is
firmly connected to the HP All-in-One and plugged into a power outlet. Press the
Power button to turn on the HP All-in-One.
Cause:The wrong phone cord is used to connect the HP All-in-One or the phone
cord is plugged into the wrong port.
Solution:
NOTE:This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the HP All-in-One, 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.
Make sure you used the phone cord supplied in the box with the HP All-in-One to
connect to the telephone wall jack. One end of this special 2-wire phone cord should
Fax troubleshooting 171
 
						

							be connected to the port labeled 1-LINE on the back of the HP All-in-One and the
other end to your telephone wall jack, as shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the HP All-in-One
This special 2-wire phone cord is different from the more common 4-wire phone cords
you might already have in your office. Check the end of the cord and compare it to
the two types of cords shown below.
If you used a 4-wire phone cord, disconnect it, find the supplied 2-wire phone cord,
and then connect the 2-wire phone cord to the port labeled 1-LINE on the back of the
HP All-in-One.
If the HP All-in-One came with a 2-wire phone cord adaptor, you can use it with a 4-
wire phone cord, in case the supplied 2-wire phone cord is too short. Attach the 2-
wire phone cord adaptor to the port labeled 1-LINE on the back of the HP All-in-One.
Attach your 4-wire phone cord to the open port on the adaptor and to the telephone
wall jack. For more information on using the 2-wire phone cord adaptor, see the
documentation that came with it.
Cause:Other office equipment (such as an answering machine or a telephone) is
not set up properly with the HP All-in-One.
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172 Troubleshooting
 
						

							Solution:
NOTE:This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the HP All-in-One, 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.
Make sure you have correctly connected the HP All-in-One to the telephone wall jack,
and correctly connected any additional equipment and services that share the phone
line with the HP All-in-One.
Use the port labeled 1-LINE on the back of the HP All-in-One to connect to the
telephone wall jack. Use the 2-EXT port to connect to any other equipment, such as
an answering machine or a telephone, as shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the HP All-in-One
3Telephone (optional)
Cause:You are using a phone line splitter.
Solution:A phone line splitter 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 HP All-in-One directly to the telephone wall jack.
Cause:The telephone wall jack is not working properly.
Solution:Try connecting a working telephone and phone cord to the telephone wall
jack you are using for the HP All-in-One and check for a dial tone. If you do not hear
a dial tone, call your local telephone company for service.
Cause:The phone line connection is noisy. Phone lines with poor sound quality
(noise) can cause faxing problems.
Solution:If the failure was due to noise on the phone line, contact the sender to
have them resend the fax. The quality might be better when you try again. You can
Fax troubleshooting 173
 
						

							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 the problem persists, turn Error
Correction Mode (ECM) off and contact your telephone company.
If you are still having problems faxing, set the Fax Speed to a slower rate such as
Medium or Slow.
To change the ECM setting from the control panel
1.Press Setup.
2.Press 5, and then press 6.
This selects Advanced Fax Setup and then selects Error Correction Mode.
3.Press 
 to select On or Off.
4.Press OK.
To set the fax speed from the control panel
1.Press Setup.
2.Press 5, and then press 7.
This selects Advanced Fax Setup and then selects Fax Speed.
3.Press 
 to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fastv.34 (33600 baud)
Mediumv.17 (14400 baud)
Slowv.29 (9600 baud)
Cause:Other equipment that uses the same phone line as the HP All-in-One might
be in use.
Solution:Make sure extension phones (phones on the same phone line, but not
connected to the HP All-in-One) or other equipment are not in use or off the hook.
For example, you cannot use the HP All-in-One 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.
Cause:The HP All-in-One shares the same phone line with a DSL service and a
DSL filter is not connected.
Solution:If you use a DSL service, make sure that you have a DSL filter connected
or you will not be able to fax successfully. The DSL service sends out a digital signal
on the phone line that can interfere with the HP All-in-One, preventing the HP All-in-
One from sending and receiving faxes. The DSL filter removes the digital signal and
allows the HP All-in-One to communicate properly with the phone line. To check if
you already have a filter installed, listen to your phone line or dial tone. If you hear
noise or static on the line, you probably do not have a DSL filter installed, or it is
installed incorrectly. Obtain a DSL filter from your DSL provider. If you already have
a DSL filter, make sure it is connected correctly.
Cause:Another process has caused an error in the HP All-in-One.
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							Solution: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 HP All-in-
One will not send or receive a fax until the error condition is resolved.
You can also check the status of the HP All-in-One by clicking Status in the
HP Solution Center.
For more information on error messages, see 
Errors.
Cause:You are using either a PBX or an ISDN converter/terminal adapter.
Solution:
•Make sure the HP All-in-One is connected to the port that is designated for fax
and phone use. Also, make sure that the terminal adapter is set to the correct
switch type for your country/region, if possible.
NOTE:Some ISDN systems allow you to configure the ports for specific
phone equipment. For example, you might have assigned one port for
telephone and Group 3 fax and another port for multiple purposes. If you have
problems when connected to the fax/phone port of your ISDN converter, try
using the port designated for multiple purposes; it might be labeled multi-
combi or something similar.
•Try setting the Fax Speed to Medium or Slow.
Cause:The Fax Speed setting is set too fast.
Solution:You might need to send and receive faxes at a slower rate. Try setting
the Fax Speed to Medium or Slow if you use one of the following:
•An Internet phone service
•A PBX system
•Fax over Internet Protocol (FoIP)
•An ISDN service
To set the fax speed from the control panel
1.Press Setup.
2.Press 5, and then press 7.
This selects Advanced Fax Setup and then selects Fax Speed.
3.Press 
 to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fastv.34 (33600 baud)
Mediumv.17 (14400 baud)
Slowv.29 (9600 baud)
Cause:The HP All-in-One might be connected to a telephone wall jack that is set
up for digital phones.
Fax troubleshooting 175
 
						

							Solution:Make sure you connect the HP All-in-One to an analog phone line or you
will not be able to send or receive faxes. 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. Connect the
HP All-in-One to an analog phone line and try sending or receiving a fax.
Cause:The HP All-in-One shares the same phone line with a DSL service and the
DSL modem might not be properly grounded.
Solution:If the DSL modem is not properly 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
1.Turn off your DSL modem and completely remove power for at least 15 minutes.
2.Turn the DSL modem back on.
3.Listen to the dial tone again. If the dial tone sounds clear (no noise or static), try
sending or receiving a fax.
NOTE:You might notice static on the phone line again in the future. If the HP All-
in-One stops sending and receiving faxes, repeat this process.
If the phone line is still noisy, contact your phone company. For information on turning
your DSL modem off, contact your DSL provider for support.
Cause:You are faxing over the Internet using an IP phone, and there was a problem
with the transmission.
Solution:Try resending your fax at a later time. Also, make sure your Internet
service provider supports faxing over the Internet.
If the problem persists, contact your Internet service provider.
The HP All-in-One cannot send faxes, but can receive faxes
Cause:The HP All-in-One is not set up properly for faxing.
Solution:Follow the instructions to set up the HP All-in-One properly for faxing,
based on the equipment and services you have on the same phone line as the HP All-
in-One. Then, run a fax test to check the status of the HP All-in-One and to make sure
you set it up properly. For more information, see 
Set up the HP All-in-One for
faxing.
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176 Troubleshooting
 
						

							The HP All-in-One prints a report with the results of the test. If the test fails, review
the report for information on how to fix the problem.
To test your fax setup from the control panel
1.Set up the HP All-in-One for faxing according to your particular home or office
setup instructions.
2.Insert the print cartridges and load full-size paper in the input tray before starting
the test.
3.Press Setup.
4.Press 6, then press 6 again.
This selects the Tools menu and then selects Run Fax Test.
The HP All-in-One displays the status of the test on the display and prints a report.
5.Review the report.
• If the test passes and you are still having problems faxing, check the fax
settings listed in the report to verify the settings are correct. A blank or
incorrect fax setting can cause problems faxing.
• If the test fails, review the report for more information on how to fix any
problems found.
6.After you pick up the fax report from the HP All-in-One, press OK.
If necessary, resolve any problems found and rerun the test.
Cause:The HP All-in-One might be dialing too fast or too soon.
Solution: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, press Redial/Pause, or press the Space button
repeatedly, until a dash (-) appears on the display.
If you are using a speed dial entry to send the fax, update the speed dial entry to
include pauses in the number sequence.
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.
Cause:The number you entered when sending the fax is not in the proper format.
Solution:Check to see that the fax number you entered is correct and in the proper
format. For example, you might need to dial a 9 prefix, depending on your phone
system.
If your phone line has a PBX system, make sure you are dialing the number for an
outside line before dialing the fax number.
Cause:The receiving fax machine is having problems.
Solution: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 might not be turned on or
Fax troubleshooting 177
 
						

							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.
The HP All-in-One is having problems sending a manual fax
Cause:The recipients fax machine might not support receiving faxes manually.
Solution:Check with the recipient to see if their fax machine can receive faxes
manually.
Cause:You did not press Start Fax Black or Start Fax Color within three seconds
of hearing fax tones.
Solution:If you are sending a fax manually, make sure that you press Start Fax
Black or Start Fax Color within three seconds of hearing the recipients fax tones,
otherwise the transmission might fail.
To send a fax manually from a phone
1.Load your originals print side up into the document feeder tray.
NOTE:This feature is not supported if you load your originals on the glass.
You must load your originals in the document feeder tray.
2.Dial the number by using the keypad on the phone that is connected to the HP All-
in-One.
NOTE:Do not use the keypad on the control panel of the HP All-in-One when
manually sending a fax. You must use the keypad on your phone to dial the
recipients number.
3.If the recipient answers the telephone, you can engage in a conversation before
sending your fax.
NOTE:If a fax machine answers the call, you will hear fax tones from the
receiving fax machine. Proceed to the next step to transmit the fax.
4.Once you are ready to send the fax, press Start Fax Black or Start Fax Color.
NOTE:If prompted, press 1 to select Send Fax, and then press Start Fax
Black or Start Fax Color again.
If you were speaking with the recipient before sending the fax, inform the recipient
that they should press Start on their fax machine after they hear fax tones.
The telephone line is silent while the fax is transmitting. At this point, you can hang
up the telephone. If you want to continue speaking with the recipient, remain on
the line until the fax transmission is complete.
Cause:The telephone used to initiate the fax call was not connected directly to the
HP All-in-One or was not connected properly.
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178 Troubleshooting