HP Officejet Pro 8500 User Manual

							Make sure that the HP device is connected to your network
If your device is not connected to the same network as your computer, you will not be
able to use the HP device over the network. Follow the steps described in this section
to find out if your device is actively connected to the correct network.
Make sure the HP device is on the network
1. If the HP device supports Ethernet networking and is connected to an Ethernet
network, make sure an Ethernet cable is not plugged into the back of the device. If
an Ethernet cable is plugged into the back, then wireless connectivity is disabled.
2. If the HP device is connected to a wireless network, print the devices Wireless
Configuration page. For more information, see 
Understand the network
configuration page .
▲ After the page has been printed,  check the Network Status and URL:
Network Status•If the Network Status is Ready, the
HP device is actively connected to a
network.
•If the Network Status is Offline, the
HP device is not connected to a
network. Run the Wireless Network
Test (using the instructions at the
beginning of this section) and follow
any recommendations.
URLThe URL shown here is the network
address assigned to the HP device by
your router. You will need this to connect
to the embedded Web server.
Check to see if you can access the embedded Web server (EWS)
▲ After you establish that the computer and the HP device both have active
connections to a network, you can verify if they are on the same network by
accessing the devices embedded Web server (EWS). For more information, see
Use the Embedded Web server.
To access the EWS
a . On your computer, open the Web browser you normally use to access the
Internet (for example, Internet Explorer or Safari). In the address box, type the
URL of the HP device as it was shown on the Network Configuration Page (for
example, http://192.168.1.101).
NOTE: If you are using a proxy server  in your browser, you might need to
disable it to access the EWS.
b . If you can access the EWS, try using the HP device over the network (such as
to scan or print) to see  if your network setup was successful.
c . If you cannot access the EWS or are still having problems using the HP device
over the network, continue to the next section regarding firewalls.
Solve wireless problems 227
 
						

							Check to see if the firewall software is blocking communication
If you cannot access the EWS and are sure both the computer and HP device have
active connections to the same network, the firewall security software might be
blocking communication. Temporarily turn off any firewall security software running on
your computer and then try to access the EWS again. If you can access the EWS, try
using the HP device (for printing or scanning).
If you are able to access the EWS and use your HP device with the firewall turned off,
you will need to reconfigure your firewall settings to allow the computer and HP device
to communicate with each other over the network.
If EWS is accessible and some of the HP functions are still not available, the following
list of files should be added to the Trusted Programs  list of your firewall program:
• hpiscnapp
• hpqkygrp
• hpqsplfix08
• hpsjrreg.exe
• hpqtra08.exe
• hpqdirec.exe
• hpqste08.exe
• HPZipm12.dll
• HPZinw12.dll
• hposfx08.exe
• hpospd08.exe
• hpofxs08.exe
• hpzwiz01.exe
• hpqvwr08.exe
Make sure the HP device is online and ready
If you have the HP software installed, you can check the HP device’s status from your
computer to see if the device is paused or offline.
To check the HP device’s status, complete the following steps:
Windows
1. Click  Start, point to  Settings, and then click  Printers or Printers and Faxes .
- Or -
Click  Start, click  Control Panel , and then double-click  Printers.
2. If the printers on your computer are not being displayed in Details view, click the
View  menu, and then click  Details.
3. Do one of the following, depending on the printer status:
a. If the HP device is  Offline, right-click the device and click  Use Printer Online.
b . If the HP device is  Paused, right-click the device and click  Resume Printing.
4. Try using the HP device over the network.
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							Mac OS X
1.Click  System Preferences  in the Dock, and then click  Print & Fax.
2. Select the HP device, and the click  Print Queue.
3. If Jobs Stopped  appears in the window that appears, click  Start Jobs.
If you can use the HP device after performing the steps above but find that the
symptoms persist as you continue to use the device, your firewall might be interfering.
If you still cannot use the HP device over the network, continue to the next section for
additional troubleshooting help.
Your wireless router is using a hidden SSID
If your wireless router or Apple AirPort Base Station is using a hidden SSID, your HP
device will not automatically detect the network.
Make sure the wireless version of the HP device is set as the default printer
driver (Windows only)
If you install the software again, the installer might create a second version of the
printer driver in your  Printers or Printers and Faxes  folder. If you have difficulties
printing or connecting to the HP device, make sure the correct version of the printer
driver is set as the default.
1. Click  Start, point to  Settings, and then click  Printers or Printers and Faxes .
- Or -
Click  Start, click  Control Panel , and then double-click  Printers.
2. Determine if the version of the printer driver in the  Printers or Printers and Faxes
folder is connected wirelessly:
a . Right-click the printer icon, and then click  Properties, Document Defaults , or
Printing Preferences .
b . On the  Ports tab, look for a port in the list with a checkmark. The version of the
printer driver that is connected wirelessly has  Standard TCP/IP Port as the
Port description, next to the checkmark.
3. Right-click the printer icon for the version of the printer driver that is connected
wirelessly and select  Set as Default Printer .
NOTE:If there is more than one icon in the folder for the HP device, right-click
the printer icon for the version of the printer driver that is connected wirelessly and
select  Set as Default Printer .
Make sure the HP Network Devices Support service is running (Windows only)
To restart the HP Network Device Support service
1.Delete any print jobs currently in the print queue.
2. On the desktop, right-click  My Computer or Computer , and then click  Manage.
3. Double-click  Services and Applications , and then click Services.
4. Scroll down the list of services, right-click  HP Network Devices Support, and then
click  Restart .
5. After the service restarts, try using the HP device over the network again.
Solve wireless problems 229
 
						

							If you are able to use the HP device over the network, your network setup was
successful.
If you still cannot use the HP device over the network or if you have to periodically
perform this step in order to use your device over the network, your firewall might be
interfering.
If this still does not work, there might  be a problem with your network configuration or
router. Contact the person who set up your network or the router manufacturer for help.
Add hardware addresses to a wireless access point (WAP)
MAC filtering is a security feature in which a wireless access point (WAP) is configured
with a list of MAC addresses (also called hardware addresses) of devices that are
allowed to gain access to the network through the WAP. If the WAP does not have the
hardware address of a device attempting to access the network, the WAP denies the
device access to the network. If the WAP filters MAC addresses, then the device’s
MAC address must be added to the WAP’s list of accepted MAC addresses.
• Print the network configuration page. For more information, see 
Understand the
network configuration page .
• Open the WAP’s configuration utility, and add the device’s hardware address to the list of accepted MAC addresses.
Solve photo (memory card) problems
If the following topics do not help, see Support and warranty  for information about HP
support.
NOTE: If you are starting a memory card  operation from a computer, see the
software Help for troubleshooting information.
•The device cannot read the memory card
•
The device cannot read photos on the memory card
•
The device prints half a page, then ejects the paper
The device cannot read the memory card
• Check the memory card
◦Make sure that the memory card is one of the supported types. For Compact
Flash II - solid state memory only. For more information, see 
Insert a memory
card .
◦ Some memory cards have a switch that controls how they can be used. Make
sure that the switch is set so that the memory card can be read.
◦ Inspect the ends of the memory card for dirt or material that closes a hole or
spoils a metal contact. Clean the contacts with a lint-free cloth and small
amounts of isopropyl alcohol.
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							◦Confirm that the memory card is working properly by testing it with other
devices.
◦ Make sure the files on the memory card are not encrypted.
• Check the memory card slot
◦Make sure that the memory card is fully  inserted into the correct slot. For more
information, see 
Insert a memory card .
NOTE: Make sure you are using the proper adapter for all mini memory
cards.
◦ Remove the memory card (when the light is not blinking) and shine a flashlight
into the empty slot. See if any of  the small pins inside are bent. When the
computer is off, you can straighten slightly bent pins by using the tip of a thin,
retracted ballpoint pen. If a pin has bent in such a way that it touches another
pin, replace the memory card reader or have the device serviced. For more
information, see 
Support and warranty .
◦ Make sure that only one memory card has been inserted at a time in the slots.
An error message should appear on the control-panel display if more than one
memory card is inserted.
◦ The file you are attempting to open may be corrupted (color display only).
The device cannot read photos on the memory card
Check the memory card
◦The memory card might be corrupt.
◦ Test the memory card with another device to make sure it is still functioning
properly. Make sure you have not removed  a memory card while the light was still
blinking.
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 .
• If you are printing an image, the image may be corrupted.
Solve device management problems
This section provide solutions to common problems that involve managing the device.
Embedded Web server cannot be opened
Solve device management problems 231
 
						

							Embedded Web server cannot be opened
Check your network setup
• Make sure you are not using a phone cord or a cross cable to connect the device
to the network. For more information, see 
Configure the device (Windows)  or
Configure the device (Mac OS X).
• Make sure the network cable is securely connected to the device.
• Make sure the network hub, switch, or router is turned on and working properly.
Check the computer
Make sure the computer that you are using is connected to the network.
Check your Web browser
Make sure the Web browser meets the minimum system requirements. For more
information, see 
Embedded Web server specifications .
Check the proxy settings. If the computer is being used on two different networks, the
proxy settings may not be appropriate for this network.
Check the device IP address
• To check the IP address of the device from the control panel (color display models
only), touch the 
 (Setup ) button, select  Network, select View Network
Settings , and then select either  Display Wired Summary  or Display Wireless
Summary .
For devices with a two-line display, the user must obtain the IP address by printing
a network configuration page. Press the 
 ( Setup ) button, select  Network,
select  Network Settings , and then select Print Network Configuration Page .
• Ping the device, using the IP address from the command prompt. For example, if the IP address is 123.123.123.123, type the following at the MS-
DOS prompt:
C:\Ping 123.123.123.123
If a reply appears, the IP address is correct. If a time-out response appears, the IP
address is incorrect.
Troubleshoot installation issues
If the following topics do not help, see Support and warranty  for information about HP
support.
•
Hardware installation suggestions
•
Software installation suggestions
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							Hardware installation suggestions
Check the device
• Make sure that all packing tape and material have been removed from outside andinside the device.
• Make sure that the device is loaded with paper.
• Make sure that no lights are on or blinking except the Ready light, which should be on. If the Attention light is blinking, check for messages on the device control panel.
Check the hardware connections
• Make sure that any cords and cables that you are using are in good working order.
• Make sure that the power cord is connected securely to both the device and to a working power outlet.
• Make sure that the phone cord is connected to the 1-LINE port.
Check the printheads and ink cartridges
• Make sure that all of the printheads  and ink cartridges are firmly installed in their
correct, colorcoded slot. Press down firmly on each one to ensure proper contact.
The device cannot work if they are not all installed.
• Make sure that the printhead latch is closed properly.
• If the display shows a printhead error message, clean the contacts on the printheads.
Check the computer system
• Make sure that your computer is  running one of the supported operating systems.
• Make sure that the computer meets at least the minimum system requirements.
Check the device to ensure the following
• The power light is on and not blinking. When the device is first turned on, it takes approximately 45 seconds to warm up.
• The device is in the Ready state, and no other lights on the device control panel are lit or blinking. If lights are lit or blinking, see the message on the device control
panel.
• Ensure the power cord and other cables are working, and are firmly connected to the device.
• All packing tapes and materials are removed from the device.
• Duplexer is locked into place.
• Paper is loaded correctly in the tray, and is not jammed in the device.
• All latches and covers are closed.
Troubleshoot installation issues 233
 
						

							Software installation suggestions
Verify installation preliminaries
• Make sure to use the Starter CD that contains the correct installation software foryour operating system.
• Before installing software, make sure that all other programs are closed.
• If the computer does not recognize the path  to the CD-ROM drive that you type,
make sure that you are specifying the correct drive letter.
• If the computer cannot recognize the Starter  CD in the CD-ROM drive, inspect the
Starter CD for damage. You can download  the device driver from the HP Web site
(
www.hp.com/support ).
Check or perform the following
• Make sure the computer meets the system requirements.
• Before installing software on a Windows computer, ensure all other programs are closed.
• If the computer does not recognize the path  to the CD drive that you typed, ensure
you are specifying the correct drive letter.
• If the computer cannot recognize the Starter CD  in the CD drive, inspect the CD for
damage. You can download the device driver from the HP Web site (
www.hp.com/
support ).
• In the Windows device manager, make sure that the USB drivers have not been disabled.
• If you are using a computer running Windows, and the computer cannot detect the device, run the uninstallation utility (util\ccc\uninstall.bat on the Starter CD) to
perform a clean uninstallation of the device driver. Restart your computer, and
reinstall the device driver.
Check the computer system
• Make sure that your computer is running one of the supported operating systems.
• Make sure that the computer meets at least the minimum system requirements.
Clear jams
Occasionally, media becomes jammed during a job. Try the following remedies before
you attempt to clear the jam.
• Make sure that you are printing with media that meets specifications. For more information, see 
Select print media .
• Make sure that you are printing with media that is not wrinkled, folded, or damaged.
• Make sure that the device is clean. For more information, see 
Clean the device .
• Make sure that the trays are loaded correctly and are not too full. For more information, see 
Load media .
This section contains the following topics:
•
Clear paper jams
•
Avoid paper jams
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							Clear paper jams
If the paper was loaded in the input tray, you might need to clear the paper jam from
the duplexer.
Paper can also jam in the automatic  document feeder. Several common actions can
cause paper to jam the automatic document feeder:
• Placing too much paper in the document feeder tray. For information on the maximum number of sheets allowed in the automatic document feeder, see
Understand specifications for supported media .
• Using paper that is too thick or too thin for the device.
• Trying to add paper to the document feeder tray while the device is feeding pages.
To clear a jam
1. Remove all media from the output tray.
CAUTION: Trying to clear a paper jam from the front of the device can
damage the print mechanism. Always access and clear paper jams through the
duplexer.
2. Check the duplexer.
a. Push the button on either side of  the duplexer, and then remove the panel or
unit.
b . Locate any jammed media inside the device, grasp it with both hands and then
pull it towards you.
Clear jams 235
 
						

							c. If the jam is not there, push the latch on the top of the duplexer and lower its
cover. If the jam is inside, carefully remove it. Close the cover.
d. Reinsert the duplexer into the device.
3. Open the top cover and remove any debris.
4. If you have not found the jam and have Tray 2 installed, pull out the tray and
remove the jammed media, if possible. If not, do the following:
a. Ensure the device is turned off and disconnect the power cord.
b . Lift the device off Tray 2.
c . Remove the jammed media from the bottom of the device or from Tray 2.
d . Reposition the device on top of Tray 2.
5. Open the print carriage access door. If  there is paper remaining inside the device,
ensure the carriage has moved to the right of the device, free any paper scraps or
wrinkled media, and pull the media towards you through the top of the device.
WARNING! Do not reach into the device when it is on and the carriage is
stuck. When you open the print carriage access door, the carriage should
return to its position on the right side of the device. If it does not move to the
right, turn off the device before you remove any jam.
6. After clearing the jam, close all covers, turn on  the device (if you turned it off) and
resend the print job.
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