HP Officejet J5780 User Manual

							HP All-in-One not found
Cause:The USB cable is not plugged in properly.
Solution:If the HP All-in-One is not properly connected to the computer,
communication errors can occur. Make sure the USB cable is securely connected to
the HP All-in-One and the computer, as shown below.
Improper shutdown
Cause:The last time the HP All-in-One was used, it was not turned off properly. If
the HP All-in-One is turned off by turning off the switch on a power strip or by using
a wall switch, the device can be damaged.
Solution:Press the Power button located on the control panel of the HP All-in-One
to turn the device on and off.
Two-way communication lost
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 HP All-in-One is not connected to the computer.
Errors 249
 
						

							Solution:If the HP All-in-One is not properly connected to the computer,
communication errors can occur. Make sure the USB cable is securely connected to
the HP All-in-One and the computer, as shown below.
Print cartridge messages
The following is a list of print cartridge error messages:
•
Low on ink
•
Need alignment or alignment failed
•
Print cartridge is missing, incorrectly installed, or not intended for your device
Low on ink
Cause:One or both print cartridges might be out of ink.
Solution:Check the estimated ink levels remaining in the print cartridges. If the
print cartridges are low or out of ink, you might need to replace the print cartridges.
NOTE:The HP All-in-One can only detect the ink levels for genuine HP ink. The
ink levels in print cartridges that are refilled or have been used in other devices,
might not register accurately.
If there is ink remaining in the print cartridges, but you are still noticing a problem,
print a self-test report to determine if there is a problem with the print cartridges. If the
self-test report shows a problem, clean the print cartridges. If the problem persists,
you might need to replace the print cartridges.
NOTE:Do not remove the old print cartridge until a new one is available.
For more information on print cartridges, see Print cartridge troubleshooting.
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250 Troubleshooting
 
						

							Need alignment or alignment failed
Cause:The incorrect type of paper is loaded in the input tray.
Solution:If you have colored paper loaded in the input tray when you align the print
cartridges, the alignment fails. Load unused plain white letter or A4 paper into the
input tray, and then try the alignment again. If the alignment fails again, you might
have a defective sensor or print cartridge.
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.
Cause:Protective tape is covering the print cartridges.
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
Reinsert the print cartridges and verify that they are fully inserted and locked in place.
Cause:The contacts on the print cartridge are not touching the contacts in the print
carriage.
Solution:Remove and then reinsert the print cartridges. Verify that they are fully
inserted and locked in place.
Cause:The print cartridge or sensor is defective.
Errors 251
 
						

							Solution: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.
Cause:You installed new print cartridges which might need alignment.
Solution:You must align the print cartridges to ensure excellent print quality. After
you insert a new print cartridge, load letter or A4 unused plain white paper into the
input tray, and then press OK on the control panel. The HP All-in-One prints a print
cartridge alignment sheet and aligns the print cartridges. Recycle or discard the page.
If the alignment page prints properly, showing green check marks on each line, but
the alignment error persists, you can clear the message by pressing OK and Setup
at the same time.
If the alignment error persists and you cannot clear it , your print cartridge might be
defective. Contact HP for 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.
Print cartridge is missing, incorrectly installed, or not intended for your device
Cause:One or both of the print cartridges are not installed or are installed
incorrectly.
Solution:For more information on print cartridges, see 
Print cartridge
troubleshooting.
Cause:The print cartridge is missing.
Solution:For more information on print cartridges, see 
Print cartridge
troubleshooting.
Cause:Protective tape is covering the print cartridges.
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
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252 Troubleshooting
 
						

							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
Cause:The print cartridge is defective or not intended for use in this device.
Solution: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.
Errors 253
 
						

							Chapter 12
254 Troubleshooting
 
						

							13 Order supplies
You can order HP products, such as recommended types of paper and print cartridges,
online from the HP website.
This section contains the following topics:
•
Order paper or other media
•
Order print cartridges
•
Order other supplies
Order paper or other media
To order HP papers and other supplies, such as HP Premium Photo Papers or HP All-
in-One Paper, go to 
www.hp.com/learn/suresupply. If prompted, choose your country/
region, follow the prompts to select your product, and then click one of the shopping links
on the page.
Order print cartridges
For a list of print cartridge numbers, see the back cover of this guide. You can also use
the software that came with the HP All-in-One to find out the reorder number for all the
print cartridges. You can order print cartridges online from the HP website. Additionally,
you can contact a local HP reseller to find out the correct print cartridge reorder numbers
for your device and purchase print cartridges.
To order HP papers and other supplies, go to 
www.hp.com/learn/suresupply. If prompted,
choose your country/region, follow the prompts to select your product, and then click one
of the shopping links on the page.
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.
To order print cartridges through the HP Solution Center Software
1.In the HP Solution Center, click Settings, point to Print Settings, and then click
Printer Toolbox.
NOTE:You can also open the Printer Toolbox from the Print Properties dialog
box. In the Print Properties dialog box, click the Services tab, and then click
Service this device.
2.Click the Estimated Ink Levels tab.
3.Click Print Cartridge Ordering Information.
The print cartridge reorder numbers appear.
4.Click Order Online.
HP sends detailed printer information, including model number, serial number, and
ink supply levels, to an authorized online reseller. The supplies you need are
preselected; you can change quantities, add or remove items, and then check out.
Order supplies 255
 
						

							Order other supplies
To order other supplies, such as HP All-in-One software, a copy of the Setup Poster or
other printed documentation, or other customer-replaceable parts, call the phone number
for your country/region.
Country/regionNumber for ordering
Asia Pacific (except for Japan)65 272 5300
Australia1300 721 147
Europe+49 180 5 290220 (Germany)
+44 870 606 9081 (U.K.)
New Zealand0800 441 147
South Africa+27 (0)11 8061030
U.S. and Canada1-800-474-6836 (1-800-HP-INVENT)
To order supplies in other countries/regions not listed in the table, go to www.hp.com/
support. If prompted, choose your country/region, and then click Contact HP for
information on calling for technical support.
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256 Order supplies
 
						

							14 HP warranty and support
Hewlett-Packard provides Internet and phone support for the HP All-in-One.
This section contains the following topics:
•
Warranty
•
Get support and other information from the Internet
•
Before you call HP customer support
•
Access your serial number and service ID
•
Call in North America during warranty
•
Call elsewhere in the world
•
HP Quick Exchange Service (Japan)
•
Prepare the HP All-in-One for shipment
•
Pack the HP All-in-One
Warranty
To obtain HP repair service, you must first contact an HP service office or an HP Customer Support
Center for basic troubleshooting. See 
Before you call HP customer support for steps to take before
calling Customer Support.
NOTE:This information does not apply to customers in Japan. For information on service
options in Japan, see HP Quick Exchange Service (Japan).
For more information about the warranty, see the printed documentation that came with the HP All-
in-One.
Warranty upgrades
Depending on your country/region, HP might offer (for an additional fee) a warranty upgrade option
that extends or enhances your standard product warranty. Available options might include priority
phone support, return service, or next business day exchange. Typically, service coverage begins
on product purchase date and must be purchased within a limited time of product purchase.
For more information, see:
•In the U.S., dial 1-866-234-1377 to speak to an HP advisor.
•Outside the U.S., please call your local HP Customer Support office. See 
Call elsewhere in the
world for a list of international Customer Support numbers.
•Go to the HP website at 
www.hp.com/support. If prompted, choose your country/region, and
then find warranty information.
Get support and other information from the Internet
To find support and warranty information, go to the HP website at www.hp.com/support. If prompted,
choose your country/region, and then click Contact HP for information on calling for technical
support.
This website 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.
Support options and availability vary by product, country/region, and language.
HP warranty and support 257
 
						

							Before you call HP customer support
Software programs from other companies might be included with the HP All-in-One. If you experience
problems with any of those programs, you will receive the best technical assistance by calling the
experts at that company.
NOTE:This information does not apply to customers in Japan. For information on service
options in Japan, see HP Quick Exchange Service (Japan).
If you need to contact HP Customer Support, do the following before you call:
1.Make sure that:
a. The HP All-in-One is plugged in and turned on.
b. The specified print cartridges are installed correctly.
c. The recommended paper is properly loaded in the input tray.
2.Reset the HP All-in-One:
a. Turn off the HP All-in-One by pressing the Power button.
b. Unplug the power cord from the back of the HP All-in-One.
c. Plug the power cord back into the HP All-in-One.
d. Turn on the HP All-in-One by pressing the Power button.
3.To find support and warranty information, go to the HP website at 
www.hp.com/support. If
prompted, choose your country/region, and then click Contact HP for information on calling for
technical support.
Check the HP website for updated information or troubleshooting tips for the HP All-in-One .
4.If you are still experiencing problems and need to speak with an HP Customer Support
Representative, do the following:
a. Have the specific name of the HP All-in-One, as it appears on the control panel, available.
b. Print a self-test report.
c. Make a color copy to have available as a sample printout.
d. Be prepared to describe your problem in detail.
e. Have your serial number and service ID ready.
5.Call HP Customer Support. Be near the HP All-in-One when you call.
Related topics
•
Print a self-test report
•
Access your serial number and service ID
Access your serial number and service ID
You can access important information by using the Information Menu of the HP All-in-One.
NOTE:If the HP All-in-One is not turning on, you can view the serial number by looking at the
sticker on the rear side. The serial number is the 10-character code in the upper left corner of
the sticker.
To access your serial number and service ID
1.Press and hold OK. While holding OK, press 4. This displays the Information Menu.
2.Press 
 until Model Number appears and then press OK. This displays the service ID.
Write down the complete service ID.
3.Press Cancel, and then press 
 until Serial Number appears.
4.Press OK. This displays the serial number.
Write down the complete serial number.
5.Press Cancel until you to exit the Information Menu. Chapter 14
258 HP warranty and support