HP Officejet Pro 8500A User Manual

							
• If the printer shares the same phone line with other types of phone equipment,such as an answering machine, a computer dial-up modem, or a multi-port
switch box, the fax signal level might be reduced. The signal level can also be
reduced if you use a splitter or connect extra cables to extend the length of
your phone. A reduced fax signal can cause problems during fax reception.
To find out if other equipment is causing a problem, disconnect everything
except the printer from the phone line, and then try to receive a fax. If you can
receive faxes successfully without the other equipment, one or more pieces of
the other equipment is causing problems; try adding them back one at a time
and receiving a fax each time, until you identify which equipment is causing the
problem.
• If you have a special ring pattern for your fax phone number (using a distinctive ring service through your telephone company), make sure that the  Distinctive
Ring  feature on the printer is set to match. For more information, see 
Change
theanswerringpatternfordistinctivering.
The printer cannot send faxes, but can receive faxes
Solution:
• The printer might be dialing too fast or too soon. You might need to insertsome 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, touch the  Space (#) button repeatedly, until a dash ( -)
appears on the display.
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. For more information, see 
Senda faxusingmonitordialing.
• The number you entered when sending the fax is not in the proper format or the receiving fax machine is having problems. 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 machine might not be turned on or connected, or a voice mail
service could be interfering with the recipient's phone line. You can also ask
the recipient to check the receiving fax machine for any problems.
Solve fax problems 127
 
						

							
Fax tones are recorded on my answering machineSolution:
• When you have an answering machine on the same phone line you use for faxcalls, try connecting the answering machine directly to the printer as described
in
CaseI:Sharedvoice/faxlinewithansweringmachine. If you do not connect
the answering machine as recommended, fax tones might be recorded on your
answering machine.
• Make sure the printer is set to receive faxes automatically and that the  Rings
to Answer  setting is correct. The number of rings to answer for the printer
should be greater than the number of rings to answer for the answering
machine. If the answering machine and the printer are set to the same number
of rings to answer, both devices answer the call and fax tones are recorded on
the answering machine.
• Set your answering machine to a low number of rings and the printer to answer in the maximum number of rings supported. (The maximum number of rings
varies by country/region.) In this setup, the answering machine answers the
call and the printer monitors the line. If the printer detects fax tones, the printer
receives the fax. If the call is a voice call, the answering machine records the
incoming message. For more information, see 
Setthenumberofringsbefore
answering.
The phone cord that came with my printer is not long enough
Solution: If the phone cord that came with the printer is not long enough, you
can use a coupler to extend the length. You can purchase a coupler at an
electronics store that carries phone accessories. You also need another phone
cord, which can be a standard phone cord that you might already have in your
home or office.
TIP: If the printer came with a 2-wire phone cord adaptor, you can use it with
a 4-wire phone cord to extend the length. For information on using the 2-wire
phone cord adaptor, see the documentation that came with it.
To extend your phone cord
1. Using the phone cord supplied in the box with the printer, connect one end to
the coupler, then connect the other end to the port labeled 1-LINE on the back
of the printer.
2. Connect another phone cord to the open port on the coupler and to the
telephone wall jack.
Color faxes do not print
Cause: The Incoming Fax Printing option is turned off.
Solution: To print color faxes, make sure that the Incoming Fax Printing option in
the printer control panel is turned on.
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The computer cannot receive faxes (Fax to PC and Fax to Mac)Cause: The computer selected to receive faxes is turned off.
Solution: Make sure the computer selected to receive faxes is switched on at all
times.
Cause: Different computers are configured for setup and receiving faxes and one
of them may be switched off.
Solution: If the computer receiving faxes is different from the one used for setup,
both computers should be switched on at all times.
Cause: Fax to PC or Fax to Mac is not activated or the computer is not
configured to receive faxes.
Solution: Activate Fax to PC or Fax to Mac and make sure the computer is
configured to receive faxes.
Solve problems using HP Web sites and services
This section provides solutions to common problems using HP Web sites and services.
•
SolveproblemsusingHPWebservices
•
SolveproblemsusingHPWebsites
Solve problems using HP Web services
If you are having problems using the HP Apps or other Web services from the printer’s
control panel, check the following:
• Make sure the printer is connected to the Internet.
NOTE: To use the printer’s Web features, the printer must be connected to
the Internet (either using an Ethernet cable or wireless connection). You cannot
use these Web features if the printer is connected using a USB cable.
• Make sure the network hub, switch, or router is turned on and working correctly.
• If you are connecting the printer using an Ethernet cable, make sure you are not connecting the printer using a phone cord or a crossover cable to connect the
printer to the network and that the Ethernet cable is securely connected to the
printer. For more information, see 
Solvewired(Ethernet)networkproblems.
• If you are connecting the printer using a wireless connection, make sure the wireless network is functioning properly. For more information, see 
Solvewireless
problems.
Solve problems using HP Web sites and services 129
 
						

							
Solve problems using HP Web sites
If you are having problems using HP Web sites from your computer, check the
following:
• Make sure the computer that you are using is connected to the network.
• Make sure the Web browser meets the minimum system requirements. For moreinformation, see 
HPWebsitespecifications.
• If your Web browser uses any proxy settings to connect to the Internet, try turning off these settings. For more information, see the documentation available with your
Web browser.
Solve HP Digital Solutions problems
This section covers the following topics:
•
SolvingHPDirectDigitalFilingproblems
•
SolvingHPDigitalFaxproblems
Solving HP Direct Digital Filing problems
This section covers the following topics:
•
Commonproblems
•
Unabletoscantonetworkfolder
•
Unabletoscantoe-mail
•
ThesharingdialogboxisdifferentaftersettingupHPDirectDigitalFiling(Windows)
Common problems
Scanned images are incorrectly cropped when scanning using Automatic paper
size
Use the correct paper size if available, and only use Automatic when using small
media/photos.
The printer is not set up correctly on the network
Make sure that the printer is set up properly and connected to the network:
• Try printing a document using the printer.
• Check the network settings for the printer and make sure it has a valid IP address.
• PING the printer and make sure that it is responding. For more information, see the documentation for your operating system.
• If you are connecting the printer using an Ethernet cable, make sure you are not connecting the printer using a phone cord or a crossover cable to connect the
printer to the network and that the Ethernet cable is securely connected to the
printer. For more information, see 
Solvewired(Ethernet)networkproblems.
• If you are connecting the printer using a wireless connection, make sure the wireless network is functioning properly. For more information, see
Solvewireless
problems.
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The server name cannot be found or resolved
Connection to the server might fail if the server name provided during setup cannot be
resolved to a specific IP address.
• Try to use the IP address of the server.
• When using DNS, be sure to do the following:
•Try to use fully qualified DNS names.

• Make sure the DNS server is set up correctly on the printer.
TIP: If you have recently changed the DNS settings, turn off and then turn on the
printer.
For more information, contact your network administrator or the person who set up
your network.
Unable to scan to network folder
NOTE: HP Direct Digital Filing does not support Active Directory.
The computer where the network folder is located is turned off
Make sure the computer where the network folder is stored is turned on and
connected to the network.
The network folder has not been set up correctly
• Make sure the folder is created on the server. For more information, see the
documentation available for your operating system.
• Make sure the folder has been shared and that users can both read and write to the folder. If you are using a Macintosh computer, make sure you have enabled
SMB sharing. For more information, see the documentation available for your
operating system.
• Make sure the folder name uses only the letters or characters supported by the operating system. For more information, see the documentation available with the
operating system.
• Make sure the folder name is entered in the correct format in the HP software. For more information, see the information in the wizard or the setup assistant.
• Make sure the valid username and password have been entered. For more information, see the information in the wizard or the setup assistant.
The disk is full
Make sure the server containing the network folder has sufficient free disk space.
The printer cannot create a unique filename using the assigned prefix and suffix
The printer can create up to 9,999 files using the same prefix and suffix. If you have
scanned many files to a folder, change the prefix.
Solve HP Digital Solutions problems 131
 
						

							
The filename prefix has not been set up correctly
Make sure the folder name and filename uses only the letters or characters supported
by the operating system. For more information, see the documentation available with
the operating system.
Unable to scan to e-mail
NOTE:If you are using the HP Officejet Pro 8500A (A910a-f), you can only use
Scan to Network Folder and Fax to Network Folder. To find your model number,
see
Findingtheprintermodelnumber.
The e-mail profile has not been set up correctly
Make sure the valid outgoing SMTP server settings have been specified in the HP
software. For more information about the SMTP server settings, see the
documentation provided by your e-mail service provider.
E-mail messages are sent to some recipients but not to others when sending to
multiple recipients
The e-mail addresses might not be correct or might not be recognized by the e-mail
server. Make sure that the e-mail addresses for all e-mail recipients have been
entered correctly in the HP software. Check your e-mail Inbox for any delivery
notification failure messages from the e-mail server.
Sending large e-mail messages
Some e-mail servers have been configured to reject e-mail messages larger than
a pre-determined size. To determine if your e-mail server has a maximum file-size
limit, see the documentation provided by your e-mail service provider. If the e-mail
server does have such a limit, change the maximum e-mail attachment size for the
outgoing e-mail profile to a value smaller than that of the e-mail server.
The sharing dialog box is different after setting up HP Direct Digital Filing
(Windows)
If you are using a computer running Windows XP, you can set up folders using Simple
File Sharing (SFS).A folder set up using SFS is shared anonymously: it does not
require a username or password, and all users can read and write to the folder. Also,
the dialog box used to enable sharing is different from the standard, Windows sharing
dialog box.
However, to ensure that data sent from the printer is secure, the Scan to Network
Folder Wizard does not support SFS, and the computer displays the standard sharing
dialog box instead of the SFS dialog box. For more information, see the
documentation available for your operating system.
Solving HP Digital Fax problems
NOTE: Fax to Network Folder does not support Active Directory.
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NOTE:If you are using the HP Officejet Pro 8500A (A910a-f), you can only use
Scan to Network Folder and Fax to Network Folder. To find your model number,
see
Findingtheprintermodelnumber.
The computer where the network folder is located is turned off
If you are using Fax to Network Folder, make sure the computer selected to receive
faxes is switched on at all times and connected to the network.
The network folder has not been set up correctly
If you are using Fax to Network Folder, verify the following:
• Make sure the folder is created on the server. For more information, see the documentation available for your operating system.
• Make sure the folder has been shared and that users can both read and write to the folder. If you are using a Macintosh computer, make sure you have enabled
SMB sharing. For more information, see the documentation available for your
operating system.
• Make sure the folder name uses only the letters or characters supported by the operating system. For more information, see the documentation available with the
operating system.
• Make sure the folder name is entered in the correct format in the HP software. For more information, see the information in the wizard or the setup assistant.
• Make sure the valid username and password have been entered. For more information, see the information in the wizard or the setup assistant.
Error conditions are interfering with HP Digital Fax
If the printer has been configured to print incoming faxes but is out of paper, load
paper in the input tray or resolve the error condition. After the incoming faxes are
printed, they are saved to the network folder or forwarded to the designated e-mail
address once printed.
The internal memory is full
If the internal memory in the printer is full, you cannot send or receive faxes. If the
memory is full because too many unsaved faxes have been stored, follow the
instructions on the printer’s control panel.
CAUTION: Clearing the fax log and the internal memory deletes any unsaved
faxes stored in the printer’s memory.
Incorrect date and time on faxes
If you are in a country/region that is observing Daylight Savings Time, the time stamp
for faxes might not always reflect the accurate time for your local time zone. In
addition, the default filename of faxes archived (which includes a time stamp) might
also be affected.
To see the correct times when faxes are received, print the fax log from the printer
control panel.
Solve HP Digital Solutions problems 133
 
						

							
To enable the correct time to be reported on faxes during Daylight Savings Time, use
the EWS to manually change the time zone used by the printer to one that reflects the
correct time:

•Open a supported Web browser (such as Microsoft Internet Explorer, Opera,
Mozilla Firefox, or Safari) on your computer.

• Type the IP address that has been assigned to printer.
For example, if you are using an IPv4 network environment and the IP address is
123.123.123.123, type the following address into the Web browser:
http://123.123.123.123
If you are using an IPv6-only network environment and the IP address is
FE80::BA:D0FF:FE39:73E7, type the following address into the Web browser:
http://[FE80::BA:D0FF:FE39:73E7]
The EWS page appears in the Web browser window.
For more information about using the EWS, see 
EmbeddedWebserver.

• Click the  Settings tab, and then, under  Preferences, click Time Zone .

• Select the time zone that corresponds to the correct time (typically a time zone that
is one hour ahead of yours).
NOTE: When your country/region returns to Standard Time, change the time
zone to reflect your time zone.
Solve memory device problems
If the following topics do not help, see HPsupport for information about HP support.
NOTE: If you are starting a memory device operation from a computer, see the
software Help for troubleshooting information.
•Theprintercannotreadthememorydevice
•
Theprintercannotreadphotosonthememorydevice
The printer cannot read the memory device
• Check the memory device

•Make sure that the memory device is one of the supported types. For more
information, see 
Memorydevicespecifications.

• Some memory devices have a switch that controls how they can be used.
Make sure that the switch is set so that the memory device can be read.
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•Inspect the ends of the memory device 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.

• Make sure that the memory device is working correctly by testing it with other
devices.
• Check the memory device slot

•Make sure that the memory device is fully inserted into the correct slot. For
more information, see 
Inserta memorydevice.

• 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 printer serviced. For more
information, see 
HPsupport.

• Make sure that only one memory device has been inserted at a time in the
slots. An error message should appear on the control-panel display if more
than one memory device is inserted.
The printer cannot read photos on the memory device
Check the memory device
The memory device might be corrupt.
Solve wired (Ethernet) network problems
If you are unable to connect the printer to your wired (Ethernet) network, perform one
or more of the following tasks.
NOTE: After correcting any of the following, run the installation program again.
•Generalnetworktroubleshooting
•
NetworkportcreateddoesnotmatchprinterIPaddress(Windows)
General network troubleshooting
If you are unable to install the HP software provided with the printer, verify that:
• All cable connections to the computer and the printer are secure.
• The network is operational and the network hub is turned on.
• All applications, including virus protection programs, spyware protection programs, and firewalls, are closed or disabled for computers running Windows
• The printer is installed on the same subnet as the computers that use the printer.
If the installation program cannot discover the printer, print the network configuration
page, and enter the IP address manually in the installation program. For more
information, see 
Understandthenetworkconfigurationpage.
Though it is not recommended that you assign the printer with a static IP address, you
might resolve some installation problems (such as a conflict with a personal firewall)
by doing so.
Solve wired (Ethernet) network problems 135
 
						

							
Network port created does not match printer IP address (Windows)
If you are using a computer running Windows, make sure that the network ports
created in the printer driver match the printer IP address:
1.Print the printer’s network configuration page
2. Click Start, point to  Settings, and then click  Printers  or Printers and Faxes .
- or -
Click Start, click  Control Panel , and then double-click  Printers.
3. Right-click the printer icon, click  Properties, and then click the  Ports tab.
4. Select the TCP/IP port for the printer, and then click  Configure Port.
5. Compare the IP address listed in the dialog box and make sure it matches the IP
address listed on the network configuration page. If the IP addresses are different,
change the IP address in the dialog box to match the address on the network
configuration page.
6. Click OK twice to save the settings and close the dialog boxes.
Solve wireless problems
If the printer is unable to communicate with the network after completing the wireless
setup and HP software installation, perform one or more of these tasks in the following
order.
•
Basicwirelesstroubleshooting
•
Advancedwirelesstroubleshooting
Basic wireless troubleshooting
Perform the following steps in the order presented.
NOTE: If this is the first time you are setting up the wireless connection, and you
are using the HP software included with the printer, make sure that the USB cable
is connected to the printer and the computer.
Step 1 - Make sure the wireless (802.11) light is turned on
If the blue light near the printer's wireless button is not lit, the wireless capabilities
might not have been turned on. To turn on wireless, touch right arrow 
, touch
Network , touch Wireless , touch Wireless Radio , and then select  Yes.
NOTE: If your printer supports Ethernet networking, make sure that an Ethernet
cable has not been connected to the printer. Connecting an Ethernet cable turns
off the printer's wireless capabilities.
Step 2 - Restart components of the wireless network
Turn off the router and the printer, and then turn them back on in this order: router first
and then the printer. If you still are unable to connect, turn off the router, printer, and
your computer. Sometimes, turning off the power and then turning it back on recovers
a network communication issue.
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