HP Photosmart C4480 User Manual
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This section contains the following topics: • The product will not turn on • I connected the USB cable, but I am having problems using the product with my computer • After setting up the product, it does not print • When I insert the CD-ROM into my computer’s CD-ROM drive, nothing happens • The Minimum System Checks screen appears • I received a message that an Unknown Error has occurred • A red X appears on the USB connect prompt • The registration screen does not appear • Uninstall and reinstall the software The product will not turn on Try the following solutions if there are no light indications, no noise, and no movement from the product when you turn it on. • Solution 1: Make sure you use the power cord that came with the product • Solution 2: Reset the product • Solution 3: Press the On button more slowly • Solution 4: Contact HP to replace the power supply • Solution 5: Contact HP support for service Solution 1: Make sure you use the power cord that came with the product Solution: •Make sure the power cord is firmly connected to both the product and the power adapter. Plug the power cord into a power outlet, surge protector, or power strip. 1Power connection 2Power cord and adapter 3Power outlet Chapter 13 88 Troubleshooting Troubleshooting
•If you are using a power strip, make sure the power strip is turned on. Or, try plugging the product directly into a power outlet. • Test the power outlet to make sure it is working. Plug in an appliance that you know works, and see if the appliance has power. If not, then there might be a problem with the power outlet. • If you plugged the product into a switched outlet, make sure the outlet is switched on. If it is switched to on but still does not work, then there might be a problem with the power outlet. Cause: The product was not being used with the power cord provided. If this did not solve the issue, try the next solution. Solution 2: 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. Cause: The product experienced an error. If this did not solve the issue, try the next solution. Solution 3: Press the On button more slowly Solution: The product might not respond if you press the On button too quickly. Press the On button once. It might take a few minutes for the product to turn on. If you press the On button again during this time, you might turn the product off. CAUTION: If the product still does not turn on, it might have a mechanical failure. Unplug the product from the power outlet. 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:You pressed the On button too quickly. If this did not solve the issue, try the next solution. Solution 4: Contact HP to replace the power supply Solution: Contact HP support to request a power supply for the product. 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: The power supply was not intended for use with this product. If this did not solve the issue, try the next solution. Setup troubleshooting 89 Troubleshooting
Solution 5: Contact HP support for serviceSolution: 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. I connected the USB cable, but I am having problems using the product with my computer Solution: You must first install the software that came with the product before connecting the USB cable. During installation, do not plug in the USB cable until prompted by the onscreen instructions. Once you have installed the software, connecting your computer to the product with a USB cable is straightforward. Simply plug one end of the USB cable into the back of your computer and the other into the back of the product. You can connect to any USB port on the back of your computer. For more information on installing the software and connecting the USB cable, see the Setup Guide that came with the product. Cause: The USB cable was connected before the software was installed. Connecting the USB cable before you are prompted can cause errors. Chapter 13 90 Troubleshooting Troubleshooting
After setting up the product, it does not printSolution: •Look at the On button located on the product. If it is not lit, the product is turned off. Make sure the power cord is firmly connected to the product and plugged into a power outlet. Press the On button to turn on the product. • Make sure the print cartridges are installed. • Make sure you have paper loaded in the input tray. • Make sure that the product does not have a paper jam. • Check that the print carriage is not jammed. Open the front access 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. • Print a test page to see if the product can print and is communicating with the computer. For more information, see “ Print a self-test report” on page 69. • Make sure that the print queue is not paused. If it is, choose the appropriate setting to resume printing. For more information about accessing the print queue, see the documentation that came with the operating system installed on your computer. • Check the USB cable. If you are using an older cable, it might not be working properly. Try connecting it to another product to see if the USB cable works. If you experience problems, the USB cable might need to be replaced. Also verify that the cable does not exceed 3 meters (9.8 feet) in length. • Make sure your computer is USB ready and that you are using a supported operating system. For more info rmation, see the Readme file. • Check the connection from the product to your computer. Verify that the USB cable is securely plugged into the USB port on the back of the product. Make sure the other end of the USB cable is plugged into a USB port on your computer. After the cable is connected properly, turn off the product, and then turn it on again. •If you are connecting the product through a USB hub, make sure the hub is turned on. If the hub is on, try connecting directly to your computer. Setup troubleshooting 91 Troubleshooting
•Check other printers or scanners. You might need to disconnect older products from your computer. • Try connecting the USB cable to another USB port on your computer. After you check the connections, try restarting your computer. Turn off the product, and then turn it on again. • After you check the connecti ons, try restarting your computer. Turn off the product, and then turn it on again. • If necessary, remove and then install the software you installed with the product again. For more information, see “ Uninstall and reinstall the software” on page 96 . For more information on setting up the product and connecting it to your computer, see the Setup Guide that came with the product. Cause: The product and computer were not communicating with each other. When I insert the CD-ROM into my computer’s CD-ROM drive, nothing happens Solution: If the installation does not run automatically, you can start it manually. To start the installation from a Windows computer 1. From the Windows Start menu, click Run (or click Accessories , and then Run). 2. In the Run dialog box, enter d:\setup.exe, and then click OK. If your CD-ROM drive is not assigned to drive letter D, enter the appropriate drive letter. Cause: The installation failed to run automatically. The Minimum System Checks screen appears Solution: Click Details to see what the specific problem is, and then correct the problem before attempting to install the software. Cause: Your system did not meet the minimum requirements to install the software. I received a message that an Unknown Error has occurred Solution: Uninstall the software completely, and then reinstall it. To uninstall the software and reset the product 1. Disconnect and reset the product. To disconnect and reset the product a. Make sure the product is turned on. b . Press the On button to turn off the product. c . Disconnect the power cord from the back of the product. Chapter 13 92 Troubleshooting Troubleshooting
d. Reconnect the power cord to the back of the product. e . Press the On button to turn on the product. 2. Uninstall the soft ware completely. NOTE:It is important that you follow the uninstall procedure carefully to ensure you have removed the software completely from the computer, before reinstalling it. To uninstall the software completely a . On the Windows taskbar, click Start, Settings , Control Panel , (or just Control Panel ). b . Double-click Add/Remove Programs (or click Uninstall a program ). c . Remove all the items that are related to the HP Photosmart Software. CAUTION: If the computer is manufactured by HP or Compaq, do not remove any applications other than those listed below. • HP Imaging device functions • HP Document Viewer • HP Photosmart Essential • HP Image Zone • HP Photo and imaging gallery • HP Photosmart, Officejet, Deskjet (with the product name and software version number) • HP Software update • HP Share to Web • HP Solution Center •HP Director • HP Memories Disk Greeting Card Creator 32 d .Go to C:\Program Files\HP or C:\Program Files\Hewlett- Packard (for some older products) and delete the Digital Imaging folder. e .Go to C:\WINDOWS and rename the twain_32 folder to twain_32 old . 3. Turn off programs that run in the background. NOTE: When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, but are not required for the computer to function. Occasionally, TSRs prevent the HP software from loading so that it does not install properly. In Windows Vista and Windows XP, use the MSCONFIG utility to prevent TSR programs and services from starting up. Setup troubleshooting 93 Troubleshooting
To turn off programs that run in the background a. On the Windows taskbar, click Start. b . Depending on your operating syst em, do one of the following: • In Windows Vista: In Start Search, type MSCONFIG , and then press Enter . When the User Account Control dialog box appears, click Continue. • In Windows XP: Click Run. When the Run dialog box appears, type MSCONFIG , and then press Enter. The MSCONFIG utility application appears. c . Click the General tab. d . Click Selective Startup . e . If there is a check mark next to Load Startup Items, click the check mark to remove it. f . Click the Services tab, and select the Hide All Microsoft Services box. g . Click Disable all . h . Click Apply, and then click Close. NOTE: If you receive a message stating Access is denied while making changes, click OK and continue. The message will not prevent you from making the changes. i . Click Restart to apply the changes to the computer during the next restart. After the computer restarts, the You’ve used system configuration utility to make changes to the way windows starts message appears. j . Click the check box next to Do not show this message again . 4. Run the Disk Cleanup utility to delete temporary files and folders. To run the Disk Cleanup utility a . On the Windows taskbar, click Start, click Programs or All Programs , and then click Accessories . b . Click System Tools , and then click Disk Cleanup. The Disk Cleanup analyzes the hard drive and then presents a report with a list of components to delete. c . Select the appropriate check boxes to remove the unnecessary components. More information about the Disk Cleanup utility The Disk Cleanup utility frees hard disk space on your computer by doing the following: • Deleting temporary Internet files • Deleting downloaded program files • Emptying the Recycle Bin • Deleting files from your temporary folder • Deleting files created by other Windows tools • Removing optional Windows components that you do not use d . After selecting the comp onents to remove, click OK. Chapter 13 94 Troubleshooting Troubleshooting
5.Install the software. To install the software a. Insert software CD into the CD-ROM drive of the computer. The software installation will start automatically. NOTE: If the installation does not run automatically, from the Windows Start menu, click Start Search (or Run ). In the Start Search (or Run dialog box), type d:\setup.exe, and then press Enter. (If your CD-ROM drive is not assigned to drive letter D, enter the appropriate drive letter.) b . Follow the prompts on the computer screen to install the software. 6. Try using the product again. Cause: The source of the error was unknown. A red X appears on the USB connect prompt Solution: Check that the product is turned on, and then try the USB connection again. To retry the USB connection 1. Verify that the USB cable is set up properly as follows: • Unplug the USB cable and plug it in again or try plugging the USB cable into a different USB port. • Do not attach the USB cable to a keyboard. • Verify that the USB cable is 3 meters (9.8 feet) or less in length. • If you have several USB de vices attached to your computer, you might want to unplug the other devices during the installation. 2. Unplug the product power cord, and then plug it in again. 3. Verify that the USB cable and power cord are plugged in. Setup troubleshooting 95 Troubleshooting
4.Click Retry to retry the connection. 5. Continue with the installation and restart the computer when prompted. Cause: The USB connection between the product and the computer failed. The registration screen does not appear Solution: You can access the registration (Sign up now) screen from the Windows taskbar by clicking Start, pointing to Programs or All Programs , HP , Photosmart C4400 series , and then clicking Product Registration . Cause: The registration screen did not launch automatically. Uninstall and reinstall the software If your installation is incomplete, or if you connected the USB cable to the computer before prompted by the software installation screen, you might need to uninstall and then reinstall the software. Do not simply delete the HP All-in-One application files from your computer. Make sure to remove them properly using the uninstall utility provided when you installed the software that came with the HP All-in-One. To uninstall and reinstall the software 1. On the Windows taskbar, click Start, Settings , Control Panel (or just Control Panel ). 2. Double-click Add/Remove Programs (or click Uninstall a program ). 3. Select HP Photosmart All-In-One Driver Software , and then click Change/ Remove . Follow the onscree n instructions. 4. Disconnect the product from your computer. 5. Restart your computer. NOTE: It is important that you disconnect the product before restarting your computer. Do not connect the product to your computer until after you have reinstalled the software. Chapter 13 96 Troubleshooting Troubleshooting
6.Insert the product CD-ROM into your computer’s CD-ROM drive and then start the Setup program. NOTE: If the Setup program does not appear, locate the setup.exe file on the CD-ROM drive and double-click it. NOTE: When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the HP software from loading so that it does not install properly. In Windows Vista and Windows XP, use the MSCONFIG utility to prevent TS R programs and services from starting up. 7. Follow the onscreen instructions and the instructions provided in the Setup Guide that came with the product. When the software installation is complete, the HP Digital Imaging Monitor icon appears in the Windows system tray. To verify that the software is properly installed, double-click the HP Solution Center icon on the desktop. If the HP Solution Center shows the essential icons ( Scan Picture and Scan Document ), the software has been properly installed. Paper jams To help avoid paper jams, follow these guidelines: •Remove printed papers from the output tray frequently. • Prevent curled or wrinkled photo paper by storing all unused photo paper flat in a resealable bag. • Ensure that paper loaded in the input tray lays flat and the edges are not bent or torn. • Do not combine different paper types and paper sizes in the input tray; the entire stack of paper in the input tray must be the same size and type. • Adjust the paper-width guide in the input tray to fit snugly against all paper. Make sure the paper-width guide does not bend the paper in the input tray. • Do not force paper too far forward in the input tray. • Use paper types that are recommended for the product. Paper jams 97 Troubleshooting