HP Photosmart C4345 User Manual

							
The Dial Tone Detection test failedSolution:
•Other equipment, which uses the same phone line as the product, might be
causing the test to fail. To find out if other equipment is causing a problem,
disconnect everything except the product from the phone line, and then run the
test again. If the  Dial Tone Detection Test  passes without the other equipment,
then one or more pieces of the equipment is causing problems; try adding them
back one at a time and rerunning the test each time, until you identify which piece
of equipment is causing the problem.
• Try connecting a working phone and phone cord to the telephone wall jack that
you are using for the product and check for a dial tone. If you do not hear a dial
tone, contact your telephone company and have them check the line.
• Make sure you have correctly connected the product to the telephone wall jack.
Using the phone cord supplied in the box with the product, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the product. For more information on setting up the product for
faxing, see the printed documentation that came with the product.
1Telephone wall jack
2Use the phone cord supplied in the box with the product
•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 product directly to the telephone wall jack.
• If your telephone system is not using  a standard dial tone, such as some PBX
systems, this might cause th e test to fail. This will not cause a problem sending
or receiving faxes.  Try sending or receiving a test fax.
Chapter 14
208 Troubleshooting
Troubleshooting
 
						

							
•Check to make sure the country/region setting is set appropriately for your
country/region. If the country/region settin g is not set or is set incorrectly, the test
might fail and you might have problems sending and receiving faxes.
• Make sure you connect the product 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
product to an analog phone line and try sending or receiving a fax.
NOTE: If you are unsure of the kind of phone line you have (analog or digital),
check with your service provider.
After you resolve any problems found, run the fax test again to make sure it passes
and the product is ready for faxing. If the  Dial Tone Detection Test continues to fail,
contact your telephone company and have them check the phone line.
I am having problems faxing over the Internet using IP phone
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Change the fax speed
•
Solution 2: Make sure the phone cord is connected to the correct port on the product
•
Solution 3: Make sure the telephone company supports faxing over the Internet
Solution 1: Change the fax speed Solution: If you experience problems sending and receiving faxes while using an
Internet fax service, use a slower fax speed. You can do this by changing the  Fax
Speed  setting from  Fast (33600) (the default) to  Medium (14400)  or Slow (9600) .
For more information, see:
“
Set the fax speed” on page 18
Cause: The fax over Internet Protocol (FoIP) service might not have worked
properly when the product was sending and receiving faxes at high speed (33600
bps).
If this did not solve the issue, try the next solution.
Solution 2: Make sure the phone cord  is connected to the correct port on the
product
Solution: You can only send and receive faxes by connecting a phone cord to the
port labeled 1-LINE on the product. This means that your connection to the Internet
must be done either through a converter box (which supplies regular analog phone
jacks for fax connections) or  your telephone company.
Cause: The product was not set up properly for faxing.
Fax troubleshooting 209
Troubleshooting
 
						

							
If this did not solve the issue, try the next solution.
Solution 3: Make sure the telephone company supports faxing over the InternetSolution: Check with your telephone company to make sure their Internet phone
service supports faxing. If they do not support faxing, you will not be able to send and
receive faxes through the Internet.
Cause: Your telephone company did not support faxing over the Internet.
The fax log report shows an error
Solution: Review the following table for information on the error codes in the  Fax
Log  report. This information can help you troubleshoot any problems you encounter
when using the fax features of the product. The table also indicates which codes are
specific to  Error Correction Mode  (ECM). If the same error appears repeatedly, try
turning off ECM.
Error codeError definition
(223  Error Correction Mode )
224One or more received pages might not be
readable.
225-231There is a feature incompatibility with the
sending fax machine.
232-234
(235-236  Error Correction Mode )
237The telephone connection was lost.
238
(239-241  Error Correction Mode )The sending fax machine sent an unexpected
communication.
242The sending fax machine is attempting to
receive instead of send.
243-244
(245-246 Error Correction Mode )The sending fax machine prematurely ended
the session.
247-248
(249-251 Error Correction Mode )There was a communication error with the
sending fax machine.
252Telephone line conditions were too poor to
receive a fax.
253The sending fax machine attempted to use an
unsupported page width.
281
(282 Error Correction Mode )
283-284
(285  Error Correction Mode )
286The telephone connection was lost.
Chapter 14
210 Troubleshooting
Troubleshooting
 
						

							
Error codeError definition
290There was a communication error with the
sending fax machine.
291The received fax could not be stored.
314-320There is a feature incompatibility with the
receiving fax machine.
321There was a communication error with the
receiving fax machine.
322-324Telephone line conditions were too poor to
send a fax.
(325-328 Error Correction Mode )
329-331The receiving fax machine indicated one or
more pages might not be readable.
332-337
(338-342  Error Correction Mode )
343The receiving fax machine sent an
unexpected communication.
344-348
(349-353  Error Correction Mode )
354-355The telephone connection was lost.
356-361
(362-366  Error Correction Mode )The receiving fax machine prematurely
ended the session.
367-372
(373-377 Error Correction Mode )
378-380There was a communication error with the
receiving fax machine.
381The telephone connection was lost.
382The receiving fax machine stopped accepting
pages.
383The telephone connection was lost.
390-391There was a communication error with the
receiving fax machine.
For more information, see:
“
Send a fax in Error Correction Mode” on page 82
Cause: If there is a problem or error encountered during sending or receiving a fax,
a  Fax Log  report will print.
Errors
If the product has an error, the lights on the product might flash, or an error message
might appear on your computer screen.
(continued)
Errors 211
Troubleshooting
 
						

							
This section contains the following topics:
•
Product messages
•
File messages
•
General user messages
•
Paper messages
•
Power and connection messages
•
Print cartridge messages
Product messages
The following is a list of product-related error messages:
•
Carriage jam
•
Mechanism error
•
Carriage blocked
•
Door open
•
Firmware revi sion mismatch
•
Memory is full
•
Scanner failure
•
Scan errors
•
Unable to print
•
Product might not be correctly installed
•
Product was not found
•
Product could not find available scan destinations
•
Required software component was not found or was incorrectly installed
•
Error occurred while communicating with the product
•
Missing HP Photosmart Software
Carriage jam
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Clear the paper jam from the rear door
•
Solution 2: Clear the paper jam from the front
•
Solution 3: Make sure the pr int carriage can move freely
•
Solution 4: Verify that the product is properly connected to a power source
•
Solution 5: Print a self-test report
•
Solution 6: Reset the product
•
Solution 7: Contact HP support for service
Solution 1: Clear the paper jam from the rear door Solution: Clear the paper jam from the rear door.
For more information, see:
“
Clear paper jams” on page 120
Cause: The product had a paper jam.
Chapter 14
212 Troubleshooting
Troubleshooting
 
						

							
If this did not solve the issue, try the next solution.
Solution 2: Clear the paper jam from the frontSolution: Turn off the product and open the print cartridge door to access the print
carriage area. Gently remove any paper that is stuck between the rollers, and then
turn on the product again.
If this did not solve the issue, try the next solution.
Cause: Paper was stuck in  the front rollers.
If this did not solve the issue, try the next solution.
Solution 3: Make sure the print carriage can move freely
Solution: Unplug the power cable if it is not already unplugged. Check to see if the
print cartridge carriage will move freely from one side of the printer to the other. Do
not try to force it to move if it is hung up on something.
CAUTION: Be careful not to force the print ca rtridge carriage. If the carriage is
stuck, forcing it to move will damage the printer.
For more information, see:
“
Carriage stall” on page 268
Cause: The print carriage had stalled.
If this did not solve the issue, try the next solution.
Solution 4: Verify that the product is properly connected to a power source Solution: Verify that the product is properly connected to a suitable power source.
To verify the product is connected to a suitable power source
1. Make sure that you are using the power cord provided with the product.
2. If the product is connected to a computer, make sure the computer has a
grounded (three-prong) power plug.
3. Make sure the power cord is firmly connected to both the product and the power
adaptor.
Errors 213
Troubleshooting
 
						

							
4.Plug the power cord directly into a power outlet.
1Power connection
2Power cord and adaptor
3Power outlet
5.Try to print from your computer.
If the product prints when plugged directly into a power outlet while disconnected
from any power strips or surge suppresso rs, the power strip or surge suppressor
might not be allowing sufficient voltage to reach the product.
6. If the product cannot print and the print carriage is still stalled, contact HP support
for service.
Go to: 
www.hp.com/support .
If prompted, choose your country/region, and then click  Contact HP for
information on calling for technical support.
Cause: There might not be sufficient voltage for the product.
If this did not solve the issue, try the next solution.
Chapter 14
214 Troubleshooting
Troubleshooting
 
						

							
Solution 5: Print a self-test report
Solution: Print a self-test report to see if the product can print.
To print a self-test report
1. Load letter or A4 unused plain white paper into the input tray.
2. Press and hold the  Cancel button and then press the  Start Copy Color button.
The product prints a self-test report, which might indicate the source of the printing
problem. A sample of the ink test area of the report is shown below.
3. Make sure the test patterns show a complete grid and the thick color lines are
complete.
• If more than a few lines in a pattern are broken, this might indicate a problem
with the nozzles. You might need to clean the print cartridges.
• If the black line is missing, faded, streaked, or shows lines, this might indicate a problem with the black or photo print cartridge in the right slot.
• If any of the color lines are missing, faded, streaked, or show lines, this might indicate a problem with the tri-color print cartridge in the left slot.
If the product can print a self-test report and can print from the computer (if applicable),
then there is no need to follow the remaining solutions, as the error message might
be false.
Cause: The error was false.
If this did not solve the issue, try the next solution.
Solution 6: Re set the product
Solution: Turn off the product, and then unplug the power cord. Plug the power
cord back in, and  then press the On button to turn on the product.
To reset the product
1. Remove all paper loaded in the input tray.
2. Make sure that the product is turned on and remove the USB cable from the back
of the product.
Errors 215
Troubleshooting
 
						

							
3.Open the print cartridge door.
The print carriage should move to the far right side of the product.
4. Remove the print cartridges and keep them aside carefully.
5. Close the print cartridge door.
6. Disconnect the power cord from the product and wait for 60 seconds.
7. Reconnect the power cord to the product.
8. Turn on the product by pressing the  On button.
9. Open the print cartridge door.
The print carriage should move to the far right side of the product.
10. Reinsert the print cartridges in the appropriate slots.
11. Close the print cartridge door.
12. Load paper in the input tray.
13. If prompted, print a cartridge calibration page, and then scan it.
Cause: The product experienced an error and had to be reset.
If this did not solve the issue, try the next solution.
Solution 7: Contact HP support for service Solution: If you have completed all of the steps provided in the previous solutions
and are still having a problem, contact HP support for service.
Go to: 
www.hp.com/support .
If prompted, choose your country/region, and then click  Contact HP for technical
support.
Cause: You might need assistance to enable the product or software to function
properly.
Chapter 14
216 Troubleshooting
Troubleshooting
 
						

							
Mechanism error
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Clear the paper jam
•
Solution 2: Remove objects that are blocking the print carriage
Solution 1: Clear the paper jam Solution: Clear the paper jam.
For more information, see:
“
Clear paper jams” on page 120
Cause: The product had a paper jam.
If this did not solve the issue, try the next solution.
Solution 2: Remove objects that are blocking the print carriage Solution: Lower the print cartridge door to access the print carriage area. Remove
any objects that are blocking the print carriage, including any packing materials. Turn
off the product and then turn it on again.
Cause: The print carriage was blocked.
Carriage blocked
Solution: Turn the product off and open the print cartridge door to access the print
carriage area. Remove any objects that are blocking the print carriage (including any
packing materials), and then turn the product on again.
Errors 217
Troubleshooting