HP Photosmart C6383 User Manual

							
Cause:The print carriage was blocked.
Photo tray problem
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: Load more paper in the photo tray
•
Solution 2: Make sure paper is loaded correctly in the photo tray
•
Solution 3: Remove excess paper from the photo tray
•
Solution 4: Make sure the sheets of paper are not stuck together
•
Solution 5: Make sure the photo paper is not curled
•
Solution 6: Load one sheet of paper at a time
Solution 1: Load more paper in the photo tray Solution: If the photo tray is empty or there are only a few sheets remaining, load
more paper in the photo tray. If there is paper in the photo tray, remove the paper,
tap the stack of paper against a flat surface, and reload the paper into the photo tray.
Follow the prompts on the display or the computer screen to continue your print job.
Do not overload the photo tray; make sure the stack of photo paper fits within the
photo tray and is no higher than the top of the paper-width guide.
Cause: There was not enough paper in the photo tray.
If this did not solve the issue, try the next solution.
Solution 2: Make sure paper is loaded correctly in the photo tray Solution: Make sure you have paper loaded correctly in the photo tray.
For more information, see:
“
Load paper” on page 63
Cause: The paper was not feeding properly because it was loaded incorrectly.
If this did not solve the issue, try the next solution.
Solution 3: Remove excess paper from the photo tray
Solution: Do not overload the photo tray; make sure the stack of photo paper fits
within the photo tray and is no higher than the top of the paper-width guide.
Cause: There was too much paper loaded in the photo tray.
If this did not solve the issue, try the next solution.
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Solution 4: Make sure the sheets of paper are not stuck togetherSolution: Remove the paper from the photo tray and shuffle the paper so it does
not stick together. Reload the paper into the photo tray and try printing again.
Cause: Two or more pieces of paper were stuck together.
If this did not solve the issue, try the next solution.
Solution 5: Make sure the photo paper is not curled Solution: If the photo paper is curled, place the paper in a plastic bag and gently
bend it the opposite direction of the curl until the paper lies flat. If the problem persists,
use photo paper that is not curled.
Cause: The photo paper was curled.
If this did not solve the issue, try the next solution.
Solution 6: Load one sheet of paper at a time
Solution: Try loading just one sheet of photo paper in the photo tray at a time.
Cause: Paper might not feed properly if you are using the product in an extremely
high- or low-humidity environment.
Photo tray cannot engage
Solution: Remove the output tray, and then replace it. Push the output tray in as
far as it will go. Make sure the output is lowered all the way and lays flat.
Cause: The output tray was not inserted all the way.
Photo tray cannot disengage
Solution: Push the output tray all the way down.
Cause: The output tray was not lowered all the way.
Scan errors
Review this section if yo u receive an error such as one of the following:
• An error occurred communicating with the scanning device.
• The scanning device could not be initialized.
• The scanning device could not be found.
• An internal e rror has occurred.
• The computer cannot communicate with the scanning device.
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NOTE:Before starting to troubleshoot, make a copy to verify that the hardware is
functioning correctly. If you cannot make a copy, see  “
Troubleshooting”
on page 139  for more troubleshooting information.
Try each of the following so lutions separately. After completing  the steps for each
solution, try to scan again. If the product still does not work, then go to the next solution.
•
Solution 1: Verify if the software is installed correctly
•
Solution 2: Refresh the Windows Device Manager
•
Solution 3: Verify if the Digital Imaging Monitor is running
•
Solution 4: Check the status of the product in the HP Solution Center
•
Solution 5: Check the power supply
•
Solution 6: Check the USB connection between the product and the computer
•
Solution 7: Try scanning with Windows Image Acquisition (WIA)
•
Solution 8: Disable the Lexbces service
•
Solution 9: Run the Scan Diagnostic Utility
•
Solution 10: Download and install the unexpected internal error and communications
failure patch
•
Solution 11: Check the USB chipset and controller
•
Solution 12: Uninstall and then reinstall the software
Solution 1: Verify if the software is installed correctly Solution: Verify that the software was installed correctly. Open the HP Solution
Center and verify that all the icons are present.
If the appropriate buttons for your product (such as  Make Copies) do not appear,
your installation might not be complete, and you might need to uninstall and then
reinstall the software. Do not simply delete the application files from your hard drive.
Make sure to remove them properly using the uninstall utility provided with the
software.
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 onscreen  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.
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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: If you no longer have the installation CD, you can download the
software from 
www.hp.com/support .
7.Follow the onscreen instructions and the instructions provided in the Start Here
guide that came with the product.
After you have reinstalled the software, try to scan again.
Cause: The software installati on was not complete.
If this did not solve the issue, try the next solution.
Solution 2: Refresh the Windows Device Manager Solution: Refresh the Windows Device Manager.
To refresh the Windows Device Manager
1. On the Windows taskbar, click  Start, right-click  My Computer , and then click
Properties .
2. Click the  Hardware  tab, and then click  Device Manager.
3. Double-click  Universal Serial Bus Controllers .
4. Click  USB Composite Device , click Action , and then click  Uninstall.
If a screen appears to confirm the deletion, confirm the deletion.
5. Disconnect the USB cable from the product.
6. Wait a few seconds, and then reconnect the cable.
This should restart the Windows device detection (Plug and Play). A  New
Hardware found screen  might appear.
7. Click  Next through all of the screens that appear in the Wizard to install the USB
Composite Device.
8. Click  Finish  to complete the installation.
9. Try to scan again.
10. If these steps do not resolve the problem, try using a different USB cable to
connect the product to the computer.
NOTE: This solution is not applicable when the product is connected to the
computer via LAN.
Cause: Communication problems between the product and the USB controller
caused this error to occur. This might be caused by an incomplete installation, a USB
cable longer than 3 meters (9.8 feet) in length, or a defective USB cable.
If this did not solve the issue, try the next solution.
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Solution 3: Verify if the Digital Imaging Monitor is running
Solution: Verify that the  Digital Imaging Monitor  is running.
To check that the Digital  Imaging Monitor is running
1. Look for the  Digital Imaging Monitor  icon in the system tray at the lower right
side of the screen, near the time.
2. If the  Digital Imaging Monitor  icon is not present, restart the computer.
3. After the computer rest arts, try to scan again.
Cause: The Digital Imaging Monitor  was not running.
If this did not solve the issue, try the next solution.
Solution 4: Check the status of the product in the HP Solution Center Solution: Check the status of the product in the HP Solution Center.
To check the status of the product
1. On the Windows taskbar, click  Start, Programs  or All Programs , HP , HP
Solution Center .
2. Verify that the product is listed in the  Select Device area or that the appropriate
tab is selected.
3. Click  Status .
If the product is working properly, a message appears indicating your product is
ready.
4. If you receive a  Disconnected error message, then check whether there is
another instance or another tab for the product with a copy number included, such
as HP Photosmart C6300 All-in-One series 2.
5. Select the second instance of the product and repeat steps 2 through 4.
6. Try to scan again.
Cause: There might have been two instances of the product connected to the
HP Solution Center.
If this did not solve the issue, try the next solution.
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Solution 5: Check the power supplySolution: Check the power supply.
To check the power supply
1. 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
2.Make sure the product is turned on.
3. If the product is not receiving electrical power, connect it to another power outlet.
4. Turn off the product and reset it by disconnecting the power cord.
5. Wait 5 seconds, and plug in the power cord.
6. Turn on the product.
7. Try to scan again.
Cause: The product was not properly connected to a power supply or needed to be
reset.
If this did not solve the issue, try the next solution.
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Solution 6: Check the USB connection between the product and the computerSolution: Check the USB connection between the product and the computer.If the
product is connected to the computer through a wired or wireless connection make
sure that the respective connections are active and the product is turned on.
To check the USB connection
1. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
2. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
3.Try to scan again.
If the scan fails, continue to the next step.
4. Do one of the following, depending upon how the product is connected to the
computer:
• If the USB cable is connected to a USB hub, try unplugging and replugging
the USB cable into the hub. If that does not work, try turning off the hub and
then turning it on again. Finally, try disconnecting the cable from the hub and
connecting it directly to the computer.
• If the USB cable is connected to a docking station for a laptop, disconnect the cable from the docking station and connect it directly to the computer.
• If the USB cable is directly connected to the computer, try plugging it into another USB port on the computer.
5. If there are other USB devices connected to the computer, disconnect the other
devices, except for the  keyboard and the mouse.
6. Check the USB cable to make sure it is functioning properly.
NOTE: 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.
7. If another USB cable is available, try using that one instead.
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8.Restart the computer.
9. After the computer restarts, try to scan again.
Cause: The product was not properly connected to the computer.
If this did not solve the issue, try the next solution.
Solution 7: Try scanning with Windows Image Acquisition (WIA) Solution: Try scanning with Windows Image Acquisition (WIA) instead of the
HP Solution Center.
To scan using WIA
1. Make sure the product is turned on.
2. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
The USB icon on the cable faces up when the cable is properly connected.
3. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
4.On the Windows  taskbar, click Start, click  Programs  or All Programs , and then
click  Accessories .
5. Click  Imaging .
6. From the Imaging application, click  File and then click  Select Device.
7. Select the product from the TWAIN source list.
8. Click  File, and then click  Scan New.
Imaging for Windows will scan from the product using TWAIN software instead of
the HP Solution Center.
Cause: If you could scan using WIA, this is an indication that there was a problem
with the HP Solution Center. You can continue to use WIA to scan, or try the next
solution.
If this did not solve the issue, try the next solution.
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Solution 8: Disable the Lexbces serviceSolution: Check if the  Lexbces service is started, and disable it.
If a Lexmark or Dell all-in-one device is connected with a USB cable to a computer
where product is installed, the HP software might not scan because the  Lexbces
service is running.
NOTE: This solution only applies if you have a Lexmark or Dell all-in-one.
To check for and disable the service
1.Log into Windows as an Administrator.
2. Press the  Ctrl + Alt  + Delete  to open the  Task Manager .
3. Click the  Processes  tab.
4. If the Lexbceserver service is listed in the  Image Name list, disable it.
To disable the service
a . On the Windows taskbar, click  Start, right-click  My Computer , and then click
Manage .
The  Computer Management  appears.
b . Double-click  Services and Applications , and then double-click Services.
c . In the right pane, right-click  Lexbceserver, and then click  Properties.
d .On the  General tab , in the Service status  area, click Stop.
e .From the  Startup type  drop-down menu, select  Disabled, and then click
OK .
f . Click  OK to close the dialog box.
5. Backup the Registry.
CAUTION: Incorrectly editing the registry might severely damage your
system. Before making changes to the  registry, back up valuable data on the
computer.
To back up the Registry
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 regedit , 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
regedit , and then press  Enter.
The  Registry Editor  appears.
c . In the  Registry Editor , select My Computer .
d .With  My Computer  highlighted, click  File, and then click  Export.
e . Browse to a storage location that is easy for you to remember; for example:
My Documents  or Desktop .
f . In the  Export Range  area, select All.
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g. Enter a filename for the backed up Registry.
HP suggests naming the file with the current date; for example: Registry
Backup 04_01_07.
h . Click  Save to save the Registry.
6. Edit the registry.
To edit the Registry
a. Select the  HKEY_LOCAL_MACHINE\System\CurrentControlSet
\Services\Spooler  Registry key.
Details of the Registry key appears on the pane to the right.
b . Check the  DependOnService  data string (in the pane on the right) to see if
lexbces  is listed in the  Data column.
c .If the  Data column contains  lexbces, right-click  DependOnService  and
select  Modify .
Do one of the following:
• If you see only  lexbces, but not  RPCSS, delete  lexbces  and enter
RPCSS .
• If you see both  lexbces and RPCSS , delete only  lexbces and keep
RPCSS .
d . Click  OK.
7. Restart the computer, and then try to scan again.
If you can scan successfully, then procee d with the next step to restart the
Lexbcserver  service.
NOTE:Restarting the service enables the normal functionality of the
Lexmark or Dell devices with out affecting HP software.
8.Restart the  Lexbcserver  service.
To restart the service
a . On the Windows taskbar, click  Start, right-click  My Computer , and then click
Manage .
The  Computer Management  screen appears.
b . Double-click  Services and Applications , and then double-click Services.
c . In the right pane, right-click  Lexbceserver, and then click  Properties.
d .On the  General tab , in the Service status  area, click Start.
e .From the  Startup type  drop-down menu, select  Automatic, and then click
OK .
f . Click  OK to close the dialog box.
Cause: The Lexbceserver  service installed by a Lexmark printer, Lexmark all-in-
one, or Dell all-in-one, caused a scan communication error.
If this did not solve the issue, try the next solution.
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