HP Photosmart C6383 User Manual

							
Chapter 13
138 Shop for ink supplies
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14 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 can 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 C6300 All-in-One 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 Photosmart 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 148 .
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.
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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
•
The display shows the wrong language
•
The wrong measurements are showing in menus on the display
•
When I insert the CD-ROM into my computer’s CD-ROM drive, nothing happens
•
The Minimum System Checks screen appears
•
A red X appears on the USB connect prompt
•
I received a message that an Unknown Error has occurred
•
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.
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.
Solution 5: 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 .
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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, 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.
After setting up the product, it does not print
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: Press the On button to turn on the product
•
Solution 2: Set your product as the default printer
•
Solution 3: Check the connection between the product and computer
•
Solution 4: Check that the ink cartridges are installed properly and have ink
•
Solution 5: Load paper in the input tray
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Solution 1: Press the On button to turn on the product
Solution: Look at the display on the product. If the display is blank and the On
button is not lit, the product is turned off. Ma ke 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.
Cause: The product might not have been turned on.
If this did not solve the issue, try the next solution.
Solution 2: Set your produ ct as the default printer
Solution: Use the system tools on your computer to change your product to be the
default printer.
Cause: You sent the print job to the default printer, but this product was not the
default printer.
If this did not solve the issue, try the next solution.
Solution 3: Check the connection between the product and computer
Solution: Check the connection between the product and computer.
Cause: The product and computer were not communicating with each other.
If this did not solve the issue, try the next solution.
Solution 4: Check that the ink cartridges are installed properly and have ink Solution: Check that the ink cartridges are installed properly and have ink.
For more information, see:
“
Work with ink cartridges” on page 121
Cause: There might have been a problem with one or more of the ink cartridges.
If this did not solve the issue, try the next solution.
Solution 5: Load paper in the input tray Solution: Load paper in the input tray.
For more information, see:
“
Load paper” on page 63
Cause: The product might have been out of paper.
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The display shows the wrong languageSolution: Change the language setting.
For more information, see:
“
Set your language and country/region” on page 19
Cause: You might have selected the incorrect language when setting up the
product.
The wrong measurements are showing in menus on the display
Solution: Change the country/region setting.
For more information, see:
“
Set your language and country/region” on page 19
Cause: You might have selected the incorrect country/region when setting up the
product. The country/region you select determines the paper sizes shown on the
display.
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.
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.
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• Verify that the USB cable is 3 meters (9.8  feet) or less in length.
• If you have several USB devices 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.
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.
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.
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.
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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.
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 .
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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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