HP Photosmart C6383 User Manual

							
Solution 9: Run the Scan Diagnostic UtilitySolution: Download and run the  Scan Diagnostic utility to find and correct
problems with your product.
To download and run the Scan Diagnostic utility
1. Go to: 
www.hp.com  and click Software and driver downloads .
2. Select  Download drivers and software (and firmware) .
3. Type your product name and model number in the field provided, and then press
Enter .
4. Select the operating system of your computer where the HP software is installed.
5. Go to the  Utility section and download the  HP Scan diagnostic utility.
6. Try to scan.
If an error condition is identified with any of the HP software components, a red
X is displayed next to the component. If there is no error condition, a green check
mark is displayed next to the component. The utility is equipped with a  Fix button
to correct the error conditions.
Cause: There was a problem with the connection between the product and the
computer.
If this did not solve the issue, try the next solution.
Solution 10: Download and install the unexpected internal error and
communications failure patch
Solution: Download and install the  unexpected internal error and
communications failure  patch.
This patch resolves the  An unexpected internal error has occurred  error and other
communication failures with the product.
To install the patch
1. Go to: 
www.hp.com  and click Software and driver downloads .
2. Select  Download drivers and software (and firmware) .
3. Select the operating system of your computer where the HP software is installed.
4. Go to the  Patch section and download the  HP Image zone/photo and imaging
unexpected internal error and communications failure patch .
5. Double-click the patch to install it on the computer.
6. Try to scan.
Cause: You needed to install the  unexpected internal error and
communications failure  patch.
If this did not solve the issue, try the next solution.
Solution 11: Check the USB chipset and controller Solution: Check the USB chipset and controller.
Scan communication errors can occur because of compatibility issues with USB
chipsets installed on the  computer. This can be caused by a mismatch in the
Chapter 14
218 Troubleshooting
Troubleshooting
 
						

							
handshake timing between HP product chipset and certain types of USB chipsets on
the computer.
To check the USB chipset and controller
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. Open  Universal Serial Bus Controllers  by clicking the plus sign (+) next to it.
4. Check if you have one of the following chipsets listed:
• SIS 7001 USB host controller
• ALI chipsets
• NEC universal host controllers
• Intel 82801 AA, Intel 82801BA/BAM
NOTE: This is not a comprehensive list. If you are experiencing
communication issues while trying to scan, follow the steps below to resolve
the issue.
5. Disconnect all USB devices (printers,  scanners, cameras, etc.) from the
computer, except the mouse or keyboard.
6. Reconnect the USB cable to the USB port on the back of the product.
7. Reconnect the other end of the USB cable to a USB port on your computer.
Errors 219
Troubleshooting
 
						

							
8.Make sure the power cord is firmly connected to both the product and the power
adaptor. Plug the power cord into a power outlet, surge protector, or power strip.
1Power connection
2Power cord and adaptor
3Power outlet
9.Turn on the product.
10. Print a printer status report to test the basic standalone functionality of the product.
See the following procedure for more information about printing a printer status
report.
11. Try to scan.
If the scan is successful, other USB devices connected to the computer might be
causing the problem.
12. If the scan is successful, then connect one USB device at a time to the computer.
13. Test the scanning functionality after each connection, until you identify which
piece of equipment is causing the problem.
14. If the product fails to scan. Or, does not establish communication with the
computer along with any of the USB devices plugged in, then connect a powered
USB hub between the product and the computer.
This might help to establish, or to maintain, communication between the computer
and the product. See the following section for more information about USB hubs.
To print a printer status report
1. Load letter or A4 unused plain white paper into the input tray.
2. Press  Setup.
Chapter 14
220 Troubleshooting
Troubleshooting
 
						

							
3.Press the down arrow button to highlight  Tools, and then press  OK.
4. Press the down arrow button to highlight  Printer Status Report, and then press
OK .
The product prints a status report.
More information about using a USB hub
• Verify that the USB hub is a powered hub and the power adapter is plugged in.
Some powered hubs do not include the power adapter as a standard item.
• The hub must be plugged into a power source.
• Some hubs cannot handle more than four full-power USB devices. You can
connect a maximum of fi ve hubs to the system.
• If the product has trouble with a hub when the hubs are connected together, or
there are more than four devices on the hub, connect the product to the hub that
is directly connected to the computer (unless there are known issues).
Cause: There was a compatibility issue with  USB chipsets installed on the
computer.
If this did not solve the issue, try the next solution.
Solution 12: Uninstall and then reinstall the software
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.
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 ).
Errors 221
Troubleshooting
 
						

							
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 .
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 .
Chapter 14
222 Troubleshooting
Troubleshooting
 
						

							
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.
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 software needed to be completely uninstalled and reinstalled.
Errors 223
Troubleshooting
 
						

							
Unable to 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: Print a printer status report
•
Solution 2: Clear the print queue
•
Solution 3: Disconnect and reconnect the USB cable
•
Solution 4: Verify that the product is set as the default printer
•
Solution 5: Check if the printer is paused or offline
•
Solution 6: Clear the print queue manually
•
Solution 7: Stop and restart the print spooler
•
Solution 8: Verify whether the software application has a problem
Solution 1: Print a pr inter status report
Solution: Print a printer status report to see if the product can print.
To print a printer status report
1. Load letter or A4 unused plain white paper into the input tray.
2. Press  Setup.
3.Press the down arrow button to highlight  Tools, and then press  OK.
4. Press the down arrow button to highlight  Printer Status Report, and then press
OK .
The product prints a status report.
If the printer status report fails to print, make sure you set up the product properly.
See the Start Here guide that came with the product for information about setting it
up.
Cause: The product was not set up properly.
If this did not solve the issue, try the next solution.
Chapter 14
224 Troubleshooting
Troubleshooting
 
						

							
Solution 2: Clear the print queueSolution: Restart your computer to clear the print queue.
To clear the print queue
1. Restart your computer.
2. After the computer has restarted, check the print queue.
a. Depending upon your  operating system, do one of the following:
• Windows Vista: On the Windows taskbar, click  Start, click  Control
Panel , and then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel ,
and then click  Printers and Faxes .
b . Double-click the icon for your product to open the print queue.
If there are no print jobs pending, the issue might have been resolved.
3. Try to print again.
Cause: The computer needed to be restarted to clear the print queue.
If this did not solve the issue, try the next solution.
Solution 3: Disconnect and reconnect the USB cable Solution: Disconnect the USB cable from the computer and product, and then
reconnect it.If the product is connected to the computer through a wired, wireless, or
Bluetooth connection, make sure that the respective connections are active and the
product is turned on.
To disconnect and reconnect the USB cable
1. Disconnect the USB cable from the product.
2. Disconnect the USB cable from the computer.
3. Leave the USB cable disconnected for 5-6 seconds.
4. Reconnect the USB cable to the product and the computer.
Errors 225
Troubleshooting
 
						

							
After reconnecting the USB cable, the product should start printing the jobs in
queue.
NOTE: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.
5. If the product does not start printing automatically, start another print job.
Cause: The product was not properly connected to the computer.
If this did not solve the issue, try the next solution.
Solution 4: Verify that the produc t is set as the default printer
Solution: Check to make sure the product is set as the default printer and it is using
the correct printer driver.
To verify that the  product is set as the default printer
1. Depending upon y our operating system, do  one of the following:
• Windows Vista: On the  Windows taskbar, click Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Make sure the correct  product is set as the default printer.
The default printer has a check mark in a black circle next to it.
3. If the wrong product is set as the default printer, right-click the correct product and
select  Set as Default .
To verify the print driver
1. Depending upon y our operating system, do  one of the following:
• Windows Vista: On the  Windows taskbar, click Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Right-click the icon next to the product, and select  Properties.
3. Click the  Ports tab to verify that the product is using the correct port.
The port that the product is using is highlighted and has a check mark next to it.
The product should be set to use a DOT4 or the USB00X (where X is replaced
by a number) port.
4. If the product is using the wrong port, click the correct port to select it.
The port that the product is now using is highlighted and has a check mark next
to it.
5. Click the  Advanced  tab.
6. Check the driver listed in the  Driver drop-down menu to verify that the product is
using the correct driver.
The name of your product should be listed as the driver.
Chapter 14
226 Troubleshooting
Troubleshooting
 
						

							
7.If the wrong driver is selected, select the correct driver from the  Driver drop-down
menu.
8. Click  OK to save your changes.
Cause: The product was not to be set as the default printer, or the wrong driver
might have been configured.
If this did not solve the issue, try the next solution.
Solution 5: Check if the printer is paused or offline
Solution: Check to make sure the product is not paused or offline.
To check if the printer is paused or offline
1. Depending upon your operating system, do one of the following:
• W i n d o w s  V i s t a :  O n  t he Windows taskbar, click  Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Double-click the icon for your product to open the print queue.
3. On the  Printer menu, make sure there ar e no check marks next to Pause
Printing  or Use Printer Offline .
4. If you made any changes, try to print again.
Cause: The product was paused or offline.
If this did not solve the issue, try the next solution.
Solution 6: Clear the print queue manually Solution: Manually clear the print queue.
To clear the print queue manually
1. Depending upon your operating system, do one of the following:
• W i n d o w s  V i s t a :  O n  t he Windows taskbar, click  Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Double-click the icon for your product to open the print queue.
3. On the  Printer menu, click  Cancel all documents  or Purge Print Document ,
and then click  Yes to confirm.
4. If there are still documents in the queue, restart the computer and try printing
again after the computer has restarted.
5. Check the print queue again to make sure it is clear, and then try to print again.
If the print queue is not clear, or if it is cl ear but jobs are still failing to print, proceed
to the next solution.
Cause: The print queue needed to be manually cleared.
Errors 227
Troubleshooting