HP Photosmart C4599 User Manual

							
Chapter 12
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13 Troubleshooting
This section contains the following topics:
•
View the Readme file
•
Setup troubleshooting
•
Network troubleshooting
•
Paper jams
•
Print quality troubleshooting
•
Print troubleshooting
•
Memory card troubleshooting
•
Scan troubleshooting
•
Copy troubleshooting
•
Errors
View the Readme file
You might want to refer to the Readme file for information on system requirements and
possible installation problems.
You can access the Readme file by clicking  Start, pointing to  Programs or All
Programs , pointing to  HP, pointing to  Photosmart C4500 series , and then clicking
Readme .
You can access the Readme file by double-clicking the icon located in the top-level folder
of the HP All-in-One software CD-ROM.
Setup troubleshooting
This section contains setup troubleshooting information for the product.
Many issues are caused when the product is connected to the computer using a USB
cable before the HP Photosmart software is installed on the computer. If you connected
the product to your computer before the software installation screen prompts you to do
so, you must foll ow these steps:
Troubleshooting common setup issues
1. Disconnect the USB cable from the computer.
2. Uninstall the software (if you have already installed it).
For more information, see  “
Uninstall and reinstall the software” on page 108 .
3. Restart your computer.
4. Turn off the product, wait one minute, then restart it.
5. Reinstall the HP Photosmart software.
CAUTION: Do not connect the USB cable to the computer until prompted by the
software instal lation screen.
This section contains the following topics:
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•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
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•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.
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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 Start Here 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.
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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 94.
• 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.
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•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 108 .
tart For more information on setting up the product and connecting it to your computer,
see the Start Here 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.
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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.
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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.
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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.
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