HP Photosmart C6383 User Manual

							
9.Close the ink cartridge door, and check if the error message has gone away.
10. If you still receive the error message, turn the product off, and then on again.
Check to see if your ink cartridge is still under warranty and the end of warranty date
has not been reached.
• If the end of warranty date has been reached, purchase a new ink cartridge.
• If the end of warranty date has not been reached, contact HP support for service
or replacement.
Go to: 
www.hp.com/support .
If prompted, choose your country/region, and then click  Contact HP for
information on calling for technical support.
For more information, see:
•“
Ink cartridge warranty information” on page 303
•“
Replace the ink cartridges” on page 123
•“
Clean the printhead” on page 127
Cause: The indicated ink cartridge contacts were defective.
If this did not solve the issue, try the next solution.
Solution 4: Contact HP support
Solution: 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 te chnical support.
Cause: The ink cartridges were not intended for use in this product.
Sensor failure
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: Clean the sensor
•
Solution 2: Clean the sensor windows on the ink cartridges
•
Solution 3: Contact HP support
Solution 1: Clean the sensor Solution: Clean the sensor.
If the problem is not resolved, printing can continue, but the ink system behavior might
change.
CAUTION: The cleaning procedure should take only a few minutes. Make sure
that the ink cartridges are reinstalled in the product when instructed. Leaving them
outside of the product for an extended period of time can result in damage to the
ink cartridges.
Chapter 14
298 Troubleshooting
Troubleshooting
 
						

							
To clean the sensor in the product
1.Gather swabs or a lint-free cloth to use for the cleaning procedure.
2. Make sure the product is turned on.
3. Open the ink cartridge access door by lifting from the front right of the product,
until the door  locks into place.
The print carriage moves to the center of the product.
NOTE:Wait until the print carriage stops moving before proceeding.
4.Locate the sensor inside the product.
The sensor is a square, black plastic part slightly larger than a pencil eraser, just
to the left of the print carriage.
5.Wipe the sensor with a dry swab or lint-free cloth.
6. Close the ink cartridge access door, and check if the error message has been
resolved.
7. If you still receive the error message, turn the product off, and then on again.
Cause: Ink might have built up and covered the sensor.
If this did not solve the issue, try the next solution.
Solution 2: Clean the sensor windows on the ink cartridges Solution: Clean the window on all of the ink cartridges.
Errors 299
Troubleshooting
 
						

							
If the problem is not resolved, printing can continue, but the ink system behavior might
change.
CAUTION:The cleaning procedure should take only a few minutes. Make sure
that the ink cartridges are reinstalled in the product when instructed. Leaving them
outside of the product for an extended period of time can result in damage to the
ink cartridges.
To clean the sensor window on the ink cartridges
1. Gather swabs or a lint-free cloth to use for the cleaning procedure.
2. Make sure the product is turned on.
3. Open the ink cartridge access door by lifting from the front right of the product,
until the door  locks into place.
The print carriage moves to the center of the product.
NOTE:Wait until the print carriage stops moving before proceeding.
4.Remove all of the ink cartridges and place them on a piece of paper with the ink
openings pointing up.
To remove the ink cartridges
a. Press the tab on the ink cartridge to release it, and then remove it from the
slot.
Chapter 14
300 Troubleshooting
Troubleshooting
 
						

							
b. Place the ink cartridge on a sheet of paper with the ink opening pointing up.
c. Repeat steps a and b for each ink cartridge.
5. For each ink cartridge, wipe the sensor window with a dry swab or lint-free cloth.
The sensor window is an area of clear plastic near the copper or gold-colored
metal contacts on the bottom of the ink cartridge. Try not to touch the metal
contacts.
6.Install each in k cartridge in its slot. Press it down until the tab snaps into place.
Match the color and icon on each ink cartridge label to the color and icon on the
slot for that  ink cartridge.
7.Close the ink cartridge access door, and check if the error has been resolved.
8. If you still receive the error message, turn the product off, and then on again.
Cause: Ink might have built up on the ink cartridge window and it needed to be
cleaned
If this did not solve the issue, try the next solution.
Solution 3: Contact HP support
Solution: Contact HP support for service.
Errors 301
Troubleshooting
 
						

							
Go to: www.hp.com/support.
If prompted, choose your country/region, and then click  Contact HP for information
on calling for te chnical support.
Cause: The sensor was defective.
Chapter 14
302 Troubleshooting
Troubleshooting
 
						

							
15 HP warranty and support
Hewlett-Packard provides Internet and phone support for the HP All-in-One.
This section contains the following topics:
•
Warranty
•
Ink cartridge warranty information
•
Support process
•
Before you call HP support
•
HP support by phone
•
Additional warranty options
•
HP Quick Exchange Service (Japan)
•
HP Korea customer support
•
Prepare the HP All-in-One for shipment
•
Pack the HP All-in-One
Warranty
For more information about the warranty, see the printed documentation that came with the product.
Ink cartridge warranty information
The HP cartridge warranty is applicable when the pr oduct is used in its designated HP printing device.
This warranty does not cover HP ink products that have been refilled, remanufactured, refurbished,
misused, or tampered with.
During the warranty period the product is covered as  long as the HP ink is not depleted and the end
of warranty date has not been reached. The end of  warranty date, in YYYY/MM/DD format, may be
found on the product as indicated:
For a copy of the HP Limited Warranty Statement,  see the printed documentation that came with the
product.
Ink cartridge warranty information 303
HP warranty and support
 
						

							
Support process
If you have a problem, follow these steps:
1.Check the documentation that came with the product.
2. Visit the HP online support Web site at 
www.hp.com/support . HP online support is available to
all HP customers. It is the fastest source for up-to-date product information and expert
assistance and includes  the following features:
• Fast access to qualified online support specialists
• Software and driver updates for the product
• Valuable product and troubleshooting information for common problems
• Proactive product updates, support alerts, and  HP newsgrams that are available when you
register the product
3. Call HP support. Support options and availabilit y vary by product, country/region, and language.
Before you call HP support
Software programs from other companies might be  included with the HP All-in-One. If you experience
problems with any of those programs, you will re ceive the best technical assistance by calling the
experts at that company.
NOTE: This information does not apply to customer s in Japan. For information on service
options in Japan, see  “
HP Quick Exchange Service (Japan)” on page 306 .
If you need to contact HP support, do the following before you call:
1.Make sure that:
a. The HP All-in-One is plugged in and turned on.
b . The specified ink cartridges  are installed correctly.
c . The recommended paper is properly loaded in the input tray.
2. Reset the HP All-in-One:
a. Turn off the HP All-in-One by pressing the On button.
b . Unplug the power cord from the back of the HP All-in-One.
c . Plug the power cord back  into the HP All-in-One.
d . Turn on the HP All-in-One by pressing the On button.
3. To find support and warranty information, go to the HP Web site at 
www.hp.com/support . If
prompted, choose your country/region, and then click  Contact HP for information on calling for
technical support.
Check the HP Web site for updated information or  troubleshooting tips for the HP All-in-One .
4. If you are still experiencing problems and need  to speak with an HP support representative, do
the following:
a . Have the specific name of the HP All-in-One,  as it appears on the control panel, available.
b . Print a printer status report.
c . Make a color copy to have available as a sample printout.
Chapter 15
304 HP warranty and support
HP warranty and support
 
						

							
d. Be prepared to describe your problem in detail.
e . Have your serial number ready.
You can view the serial number by looking at the sticker on the rear side of the HP All-in-
One. The serial number is the 10-character code in the upper left corner of the sticker.
NOTE: The device serial number can also  be accessed using the HP Photosmart
software. To access the device serial number from the software, on the Windows
taskbar, click  Start > All Programs  > HP  > HP Solution Center . On the Help page,
click  Technical information  under Tools.
5.Call HP support. Be near the HP All-in-One when you call.
Related topics
•“
Print a printer status report” on page 128
•“
Replace the ink cartridges” on page 123
•“
Load paper” on page 63
HP support by phone
For a list of support phone numbers, see the printed documentation that came with the device.
This section contains  the following topics:
•
Phone support period
•
Placing a call
•
After the phone support period
Phone support period
One year of phone support is available in North Am erica, Asia Pacific, and Latin America (including
Mexico). To determine the duration of phone supp ort in Europe, the Middle East, and Africa, go to
www.hp.com/support. Standard phone company charges apply.
Placing a call
Call HP support while you are in front of the computer and the product. Be prepared to provide the
following information:
•Model number (located on the label on the front of the product)
• Serial number (located on the  back or bottom of the product)
• Messages that appear when the situation occurs
• Answers to these questions:
◦Has this situation happened before?
◦ Can you re-create it?
◦ Did you add any new hardware or software to your computer at about the time that this
situation began?
◦ Did anything else occur prior to this situat ion (such as a thunderstorm, product was moved,
etc.)?
After the phone support period
After the phone support period, help is available from  HP at an additional cost. Help may also be
available at the HP online support Web site: 
www.hp.com/support . Contact your HP dealer or call
the support phone number for your country/region to learn more about support options.
Additional warranty options
Extended service plans are available for the  HP All-in-One at additional costs. Go to www.hp.com/
support, select your country/region and language, then explore the services and warranty area for
information about the extended service plans.
Additional warranty options 305
HP warranty and support
 
						

							
HP Quick Exchange Service (Japan)
For instructions on how to pack your product for exchange, see “Pack the HP All-in-One”
on page 308 .
HP Korea customer support
Chapter 15
306 HP warranty and support
HP warranty and support
 
						

							
Prepare the HP All-in-One for shipment
If, after contacting HP support or returning to the point of purchase, you are requested to send the
HP All-in-One in for service, make sure you remove and keep the following items before returning
your device:
• The control panel faceplate
• The power cord, USB cable, and any other cable connected to the HP All-in-One
CAUTION: The replacement HP All-in-One will not  be shipped with a power cord. Store
the power cord in a safe place until  the replacement HP All-in-One arrives.
•Any paper loaded in the input tray
• Remove any originals you might have loaded in the HP All-in-One
This section contains  the following topics:
•
Secure the ink system
•
Remove the control panel faceplate
Secure the ink system
Contact HP support for information about how you should secure the ink system to prevent ink from
leaking in the HP All-in-One during shipment.
If you receive a replacement HP All-in-One, refer to  the instructions included in the box for information
about how to secure the ink system. The replacement HP All-in-One might come with ink cartridges
that you can use to install in your device to pr event the ink system from leaking during shipment.
NOTE:This information does not apply to custom ers in Japan. For information on service
options in Japan, see  “
HP Quick Exchange Service (Japan)” on page 306 .
Remove the control panel faceplate
Remove the control panel faceplate before returning the HP All-in-One for repair.
NOTE:This information does not apply to custom ers in Japan. For information on service
options in Japan, see  “
HP Quick Exchange Service (Japan)” on page 306 .
CAUTION:The HP All-in-One must be unplugged before following these steps.
To remove the control panel faceplate
1.Press the On button to turn off the HP All-in-One.
2. Unplug the power cord, and then disconnect it from the HP All-in-One. Do not return the power
cord with the HP All-in-One.
3. Remove the control panel faceplate as follows:
a. Place your hands on each side  of the control panel faceplate.
b . Place the fingertips of your left hand in the small gap under the display, and then pry the
faceplate down and to the right.
Prepare the HP All-in-One for shipment 307
HP warranty and support