HP Officejet Pro 8500 User Manual

							Media is not picked up from a tray
• Make sure media is loaded in the tray, not in the automatic document feeder. Formore information, see 
Load media . Fan the media before loading.
• Make sure the paper guides are set to the correct markings in the tray for the media size you are loading. Also make sure the guides are snug, but not tight,
against the stack.
• Make sure media in the tray is not curled. Uncurl paper by bending it in the opposite direction of the curl.
• When using thin special media, make sure that the tray is completely loaded. If you are using special media that is only available in small quantities, try placing the
special media on top of other paper of the same size to help fill the tray. (Some
media is picked up more easily if the tray is full.)
• If you are using thick special media (such as brochure paper), load media so that the tray is between 1/4 and 3/4 full. If necessary, place the media on top
of other paper of the same size so that the stack height is within this range.
• If you are printing on the blank side of a used page, the device may have problems picking up the media.
Media is not coming out correctly
• Make sure the output tray extension is extended; otherwise, printed pages may fall off the device.
• Remove excess media from the output tray. There is a limit to the number ofsheets the tray can hold.
Pages are skewing
• Make sure the media loaded in the trays is aligned to the paper guides. If needed, reload the media properly, making sure that the paper guides are properly aligned.
• Make sure the duplexer is properly installed.
• Load media into the device only when it is not printing.
Multiple pages are being picked up
• Fan the media before loading.
• Make sure the paper guides are set to the correct markings in the tray for the media size you are loading. Also make sure the guides are snug, but not tight,
against the stack.
Solve paper-feed problems 197
 
						

							• Make sure the tray is not overloaded with paper.
• When using thin special media, make sure that the tray is completely loaded. If youare using special media that is only available in small quantities, try placing the
special media on top of other paper of the same size to help fill the tray. (Some
media is picked up more easily if the tray is full.)
• If you are using thick special media (such as brochure paper), load media so that the tray is between 1/4 and 3/4 full. If necessary, place the media on top
of other paper of the same size so that the stack height is within this range.
• Use HP media for optimum performance and efficiency. For more information, see
Select print media .
Solve copy problems
If the following topics do not help, see Support and warranty  for information about HP
support.
•
No copy came out
•
Copies are blank
•
Documents are missing or faded
•
Size is reduced
•
Copy quality is poor
•
Copy defects are apparent
•
The device prints half a page, then ejects the paper
•
Error messages appear
No copy came out
• Check the power
Make sure that the power cord is securely connected, and the device turned on.
• Check the status of the device
◦The device might be busy with another job. Check the control-panel display for
information about the status of jobs. Wait for any job that is processing to finish.
◦ The device might be jammed. Check for jams. See 
Clear jams .
• Check the trays
Make sure that media is loaded. See 
Load media  for more information.
Copies are blank
•Check the media
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Check the settings
The contrast setting might be set too light. Use the Copy  button on the device
control panel to create darker copies.
• Check the trays
If you are copying from the ADF, make sure that the originals have been loaded
correctly. For more information, see 
Load an original in the automatic document
feeder (ADF) .
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198 Maintain and troubleshoot
 
						

							Documents are missing or faded
•Check the media
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Check the settings
The quality setting of  Fast (which produces draft-quality copies) might be
responsible for the missing or faded documents. Change to the  Normal or Best
setting.
• Check the original
◦The accuracy of the copy depends on the quality and size of the original. Use
the Copy  menu to adjust the brightness of the copy. If the original is too light,
the copy might not be able to compensate, even if you adjust the contrast.
◦ Colored backgrounds might cause images in the foreground to blend into the
background, or the background might appear in a different shade.
Size is reduced
• The reduce/enlarge or other copy feature might have been set from the device
control panel to reduce the scanned image. Check the settings for the copy job to
make sure that they are for normal size.
• The HP Solution Center software settings might be set to reduce the scanned image. Change the settings, if needed. See the onscreen Help for the HP Solution
Center software for more information.
Copy quality is poor
•Take steps to improve the copy quality
◦Use quality originals.
◦ Load the media correctly. If the media is loaded incorrectly, it might skew,
causing unclear images. See 
Load media  for more information.
◦ Use or make a carrier sheet to protect your originals.
• Check the device
◦The scanner lid might not be closed properly.
◦ The scanner glass or lid backing might need cleaning. See 
Clean the device
for more information.
◦ The ADF might need cleaning. See 
Clean the device  for more information.
• Print a Print Quality Diagnostic Page. Check for nozzle health problems that can cause streaks, wrong colors, and other poor quality copy problems. For more
information, see 
To print the print quality diagnostic page .
Copy defects are apparent
•
Vertical white or faded stripes
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Too light or dark
Try adjusting the contrast and copy-quality settings.
Solve copy problems 199
 
						

							•Unwanted lines
The scanner glass, lid backing, or frame might need cleaning. See 
Clean the
device  for more information.
• Black dots or streaks
Ink, glue, correction fluid, or an unwanted  substance might be on the scanner
glass or lid backing. Try cleaning the device. See 
Clean the device  for more
information.
• Copy is slanted or skewed
◦Make sure that the ADF input tray is not too full.
◦ Make sure that the ADF width adjusters are snug against the sides of the media.
• Unclear text
◦Try adjusting the contrast and copy-quality settings.
◦ The default enhancement setting might not be suitable for the job. Check the
setting and change it to enhance text  or photographs, if needed. For more
information, see 
Change the copy settings .
• Incompletely filled text or graphics
Try adjusting the contrast and copy-quality settings.
• Large, black typefaces look splotchy (not smooth)
The default enhancement setting might not be suitable for the job. Check the
setting and change it to enhance text or photographs, if needed. For more
information, see 
Change the copy settings .
• Horizontal grainy or white bands in light-gray to medium-gray areas
The default enhancement setting might not be suitable for the job. Check the
setting and change it to enhance text or photographs, if needed. For more
information, see 
Change the copy settings .
The device prints half a page, then ejects the paper
Check the ink cartridges
The ink cartridges may have run out of ink, and the print job was cancelled. Replace
the ink cartridges, and then resend the print job to the device. For more information,
see 
Replace the ink cartridges .
Error messages appear
Reload document and then reload job
Press the  OK button, and then reload the remaining documents (up to 20 pages) in
the ADF. For more information see 
Load the originals .
Solve scan problems
If the following topics do not help, see Support and warranty  for information about HP
support.
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200 Maintain and troubleshoot
 
						

							NOTE:If you are starting the scan from a computer, see the software Help for
troubleshooting information.
•Scanner did nothing
•
Scan takes too long
•
Part of the document did not scan or text is missing
•
Text cannot be edited
•
Error messages appear
•
Scanned image quality is poor
•
Scan defects are apparent
Scanner did nothing
• Check the original
Make sure that the original is loaded correctly. For more information, see 
Load the
originals .
• Check the device
The device might be coming out of PowerSave mode after a period of inactivity,
which delays processing a short while. Wait until the device reaches the  READY
state.
Scan takes too long
• Check the settings
◦If you set the resolution too high, the scan job takes longer and results in larger
files. To obtain good results, do not use a resolution that is higher than
needed. You can lower the resolution to scan more quickly.
◦ If you acquire an image through TWAIN, you can change the settings so that
the original scans in black and white. See the onscreen Help for the TWAIN
program for information.
• Check the status of the device
If you sent a print or copy job before  you tried to scan, the scan starts if the
scanner is not busy. However, the printing and scanning processes share memory,
which means that the scan might be slower.
Solve scan problems 201
 
						

							Part of the document did not scan or text is missing
•Check the original
◦Make sure that you loaded the original correctly. For more information, see
Load the originals .
◦ If you scanned the document from the ADF, try scanning the document directly
from the scanner glass. For more information, see 
Load an original on the
scanner glass .
◦ Colored backgrounds can cause images in  the foreground to blend into the
background. Try adjusting the settings before  you scan the original, or try
enhancing the image after you scan the original.
• Check the settings
◦Make sure that the input media size is large enough for the original that you
are scanning.
◦ If you are using the HP Solution Center software, the default settings in the HP
Solution Center software might be set to automatically perform a specific task
other than the one that you are attempting.  See the onscreen Help for the HP
Solution Center software for instructions about changing the properties.
Text cannot be edited
• Check the settings
◦Make sure that the OCR software is set to edit text.
◦ When you scan the original, make sure that you select a document type that
creates editable text. If text is classified as a graphic, it is not converted to text.
◦ Your OCR program might be linked to  a word-processing program that does
not perform OCR tasks. See the product software Help for more information
about linking programs.
• Check the originals
◦For OCR, the original must be loaded into  the ADF with the top forward and
face-up. Make sure that you loaded the original correctly. For more information,
see 
Load the originals .
◦ The OCR program might not recognize text that is tightly spaced. For example,
if the text that the OCR program converts has missing or combined characters,
rn might appear as m.
◦ The accuracy of the OCR program depends on the image quality, text size,
and structure of the original and the quality of the scan itself. Make sure that
your original has good image quality.
◦ Colored backgrounds can cause images in the foreground to blend too much.
Try adjusting the settings before you scan the original, or try enhancing the
image after you scan the original. If  you are performing an OCR operation on
an original, any colored text on the original  does not scan well, if at all.
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202 Maintain and troubleshoot
 
						

							Error messages appear
•Unable to activate TWAIN source  or An error occurred while acquiring the
image
◦ If you are acquiring an image from another device, such as a digital camera or
another scanner, make sure that the other device is TWAIN-compliant. Devices
that are not TWAIN-compliant do not work with the device software.
◦ If you are using a USB connection, make sure that you have connected the
USB Device Cable to the correct port on the back of your computer.
◦ Verify that the correct TWAIN source is selected. In the software, check the
TWAIN source by selecting Select Scanner  on the File menu.
• Reload document and then restart job
Press the  OK button, and then reload the remaining documents in the ADF. For
more information see 
Load the originals .
Scanned image quality is poor
The original is a second-generation photo or picture
Reprinted photographs, such as those in newspapers or magazines, are printed by
using tiny dots of ink that make an interpretation of the original photograph, which
degrades the quality. Often, the ink dots form unwanted patterns that can be detected
when the image is scanned or printed or when the image appears on a screen. If the
following suggestions do not solve the problem,  you might need to use a better-quality
version of the original.
◦ To eliminate the patterns, try reducing the size of the image after scanning.
◦ Print the scanned image to see if the quality is better.
◦ Make sure that the resolution and color settings are correct for the type of scan job.
◦ For best results, use the scanner glass for scanning rather than the ADF.
Text or images on the back of a two-sided original appear in the scan
Two-sided originals can bleed text or images from  the back side to the scan if the
originals are printed on media that is too thin or too transparent.
The scanned image is skewed (crooked)
The original might have been loaded incorrectly. Be sure to use the media guides
when you load the originals into the ADF. For more information, see 
Load the originals .
The image quality is better when printed
The image that appears on the screen is not always an accurate representation of the
quality of the scan.
◦ Try adjusting your computer monitor settings to use more colors (or levels of gray).
On Windows computers, you typically make this adjustment by opening  Display
on the Windows control panel.
◦ Try adjusting the resolution and color settings.
The scanned image shows blots, lines, vertical white stripes, or other defects
◦ If the scanner glass is dirty, the image produced does not have optimum clarity.
See 
Clean the device  for cleaning instructions.
◦ The defects might be on the original and are not a result of the scanning process.
Solve scan problems 203
 
						

							Graphics look different from the original
Scan at a higher resolution.
NOTE:Scanning at high resolution can take a long time, and it can take up a
large amount of space on your computer.
Take steps to improve the scan quality
◦ Use the glass to scan rather than the ADF.
◦ Use high-quality originals.
◦ Place the media correctly. If the media is placed incorrectly on the scanner glass, it
might skew, which causes unclear images. For more information, see 
Load the
originals .
◦ Adjust the software settings according to how you plan to use the scanned page.
◦ Use or make a carrier sheet to protect your originals.
◦ Clean the scanner glass. See 
Clean the scanner glass  for more information.
Scan defects are apparent
•
Blank pages
Make sure that the original document is placed correctly. Place the original
document face down on the flatbed scanner with the top-left corner of the
document located in the lower-right corner of the scanner glass.
• Too light or dark
◦Try adjusting the settings. Be sure to use the correct resolution and color
settings.
◦ The original image might be very light or dark or might be printed on colored
paper.
• Unwanted lines
Ink, glue, correction fluid, or an unwanted  substance might be on the scanner
glass. Try cleaning the scanner glass. See 
Clean the device  for more information.
• Black dots or streaks
◦Ink, glue, correction fluid, or an unwanted  substance might be on the scanner
glass; the scanner glass might be dirty or scratched; or the lid backing might be
dirty. Try cleaning the scanner glass and lid backing. See 
Clean the device  for
more information. If cleaning does not correct the problem, the scanner glass
or lid backing might need to be replaced.
◦ The defects might be on the original and are not a result of the scanning
process.
• Unclear text
Try adjusting the settings. Make sure that the resolution and color settings are
correct.
• Size is reduced
The HP software settings might be set to reduce the scanned image. See the
product software Help for more information about changing the settings.
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204 Maintain and troubleshoot
 
						

							Solve fax problems
This section contains fax setup troubleshooting information for the device. If the device
is not set up properly for faxing, you might experience problems when sending faxes,
receiving faxes, or both.
If you are having faxing problems, you can print a fax test report to check the status of
the device. The test will fail if the device is not set up properly for faxing. Perform this
test after you have completed setting up the device for faxing. For more information,
see 
Test fax setup .
If the test fails, review the report for information on how to fix any problems found. For
more information, see 
The fax test failed .
Try these first if you are  having problems with your fax features:
• Check the telephone cord. Try using another telephone cord to see if the problem continues.
• Remove other equipment from the HP device. Connect the HP device directly to the wall jack to see if the problem persists.
•
The fax test failed
•
The display always shows Phone Off Hook
•
The device is having problems sending and receiving faxes
•
The device is having problems sending a manual fax
•
The device cannot receive faxes, but can send faxes
•
The device cannot send faxes, but can receive faxes
•
Fax tones are recorded on my answering machine
•
The phone cord that came with my device is not long enough
•
The computer cannot receive faxes (Fax to PC or Fax to Mac)
•
Sent faxes are blank or have vertical lines
•
Received faxes are blank or have vertical lines
The fax test failed
If you ran a fax test and the test  failed, review the report for basic information about
the error. For more detailed information, check the report to see which part of the test
failed, and then review the appropriate topic in this section for solutions to try.
This section contains the following topics:
•
The Fax Hardware Test failed
•
The Fax Connected to Active Telephone Wall Jack test failed
•
The Phone Cord Connected to Correct Port on Fax test failed
•
The Using Correct Type of Phone Cord with Fax test failed
•
The Dial Tone Detection test failed
•
The Fax Line Condition test failed
Solve fax problems 205
 
						

							The Fax Hardware Test failedSolution:
• Turn off the device by using the  Power button located on the device control
panel and then unplug the power cord from  the back of the device. After a few
seconds, plug the power cord in again, and then turn the power on. Run the
test again. If the test fails again, continue reviewing the troubleshooting
information in this section.
• Try to send or receive a test fax. If you can send or receive a fax successfully, there might not be a problem.
• If you are running the test from the  Fax Setup Wizard (Windows) or HP Fax
Setup Utility  (Mac OS X), make sure the device is not busy completing
another task, such as receiving a fax or making a copy. Check the display for a
message indicating that the device is busy. If it is busy, wait until it is finished
and in the idle state before running the test.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
• 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 device directly to the telephone wall jack.
After you resolve any problems found, run the  fax test again to make sure it
passes and the device is ready for faxing. If the  Fax Hardware Test continues to
fail and you experience problems faxing, contact HP Support. Go to 
www.hp.com/
support . If prompted, choose your country/region, and then click  Contact HP for
information on calling for technical support.
The Fax Connected to Active Telephone Wall Jack test failed
Solution:
• Check the connection between the telephone wall jack and the device to makesure the phone cord is secure.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
• Make sure you have correctly connected the device to the telephone wall jack. Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device. For more information on setting up the device for
faxing, see 
Set up faxing for the device .
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206 Maintain and troubleshoot