HP Photosmart D5360 User Manual

							
For more information, see:
•“
Replace the print cartridges” on page 54
•“
Troubleshoot print cartridges” on page 74
Chapter 11
130 Troubleshooting
Troubleshooting
 
						

							
12 HP warranty and support
Hewlett-Packard provides Internet and phone support for the HP Photosmart.
This section contains the following topics:
•
Warranty
•
Print 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 Photosmart for shipment
•
Pack the HP Photosmart
Warranty
For more information about the warranty, see the printed documentation that came with the
HP Photosmart.
Print 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
HP Photosmart.
Support process
If you have a problem, follow these steps:
1. Check the documentation that came with the HP Photosmart.
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 device information and expert assistance
and includes the following features:
• Fast access to qualified online support specialists
• Software and driver updates for the HP Photosmart
HP warranty and support 131
HP warranty and support
 
						

							
• Valuable HP Photosmart and troubleshooting information for common problems
• Proactive device updates, support alerts, and  HP newsgrams that are available when you
register the HP Photosmart
3. Call HP support. Support options and availability  vary by device, country/region, and language.
Before you call HP support
Software programs from other companies might be included with the HP Photosmart. If you
experience problems with any of those programs, yo u will receive 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 134 .
If you need to contact HP support, do the following before you call:
1.Make sure that:
a. The HP Photosmart is plugged in and turned on.
b . The specified print cartridges are installed correctly.
c . The recommended paper is properly loaded in the input tray.
2. Reset the HP Photosmart:
a. Turn off the HP Photosmart by pressing the  On button.
b . Unplug the power cord from the back of the HP Photosmart.
c . Plug the power cord back into the HP Photosmart.
d . Turn on the HP Photosmart 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 Photosmart.
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 Photosmar t, as it appears on the control panel, available.
b . Print a self-test report.
c . Be prepared to describe your problem in detail.
d . Have your serial number ready.
You can view the serial number by looki ng at the sticker on the rear side of the
HP Photosmart. The serial number is the 10-character code in the upper left corner of the
sticker.
5. Call HP support. Be near the HP Photosmart when you call.
Related topics
“
Print a self-test report” on page 58
HP support by phone
For a list of support phone numbers, see the prin ted documentation that came with the device.
This section contains the following topics:
•
Phone support period
•
Placing a call
•
After the phone support period
Chapter 12
132 HP warranty and support
HP warranty and support
 
						

							
Phone support period
One year of phone support is available in North America, 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 com puter and the HP Photosmart. Be prepared to provide
the following information:
• Model number (located on the label on the front of the HP Photosmart)
• Serial number (located on the back or  bottom of the HP Photosmart)
• 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, HP Photosmart 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 avai lable for the HP Photosmart 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 133
HP warranty and support
 
						

							
HP Quick Exchange Service (Japan)
For instructions on how to pack your device for exchange, see “Pack the HP Photosmart”
on page 135 .
HP Korea customer support
Chapter 12
134 HP warranty and support
HP warranty and support
 
						

							
Prepare the HP Photosmart for shipment
If, after contacting HP support or returning to the point of purchase, you are requested to send the
HP Photosmart in for service, make sure you remove and keep the following items before returning
your device:
• The print cartridges
• The control panel faceplate
• The power cord, USB cable, and any other cable connected to the HP Photosmart
CAUTION: The replacement HP Photosmart will not be shipped with a power cord. Store
the power cord in a safe place until the replacement HP Photosmart arrives.
• Any paper loaded in the input tray
• Remove any originals you might  have loaded in the HP Photosmart
This section contains  the following topics:
To remove print cartridges before shipment
1. Turn on the HP Photosmart and wait until the print carriage is idle and silent. If the HP Photosmart
will not turn on, skip this step and go to step 2.
2. Open the print cartridge door.
3. Remove the print cartridges from their slots.
NOTE: If the HP Photosmart does not turn on, you can unplug the power cord and then
manually slide the print carriage to the fa r right side to remove the print cartridges.
4.Place the print cartridges in an airtight plastic  container so they will not dry out, and put them
aside. Do not send them with the HP Photos mart unless the HP customer support call agent
instructs you to.
5. Close the print cartridge door and wait a few minutes for the print carriage to move back to its
home position (on the left side).
NOTE: Make sure the scanner is idle and has returned to its parked position before turning
off the HP Photosmart.
6. Press the  On button to turn off the HP Photosmart.
Pack the HP Photosmart
Complete the following steps after you have  prepared the HP Photosmart for shipment.
To pack the HP Photosmart
1. If available, pack the HP Photosmart for shipment  by using the original packing materials or the
packaging materials that came with your exchange device.
Prepare the HP Photosmart for shipment 135
HP warranty and support
 
						

							
If you do not have the original packaging materials, please use other adequate packaging
materials. Shipping damage c aused by improper packaging and/or improper transportation is
not covered under the warranty.
2. Place the return shipping l abel on the outside of the box.
3. Include the following items in the box:
• A complete description of symptoms for servic e personnel (samples of print quality problems
are helpful).
• A copy of the sales slip or other proof of  purchase to establish the warranty coverage period.
• Your name, address, and a phone number where you can be reached during the day.
Chapter 12
136 HP warranty and support
HP warranty and support
 
						

							
13 Technical information
The technical specifications and international regulatory information for the HP Photosmart are
provided in this section.
For additional specifications, see  the printed documentation that came with the HP Photosmart.
This section contains  the following topics:
•
Specifications
•
Environmental product stewardship program
•
Regulatory notices
Specifications
Technical specifications for the HP Photosmart  are provided in this section. For additional
specifications, see the printed documentat ion that came with the HP Photosmart.
System requirements
Software and system requirements are located in the Readme file.
For information about future operating system releas es and support, visit the HP online support Web
site at 
www.hp.com/support .
Paper specifications
Type
Paper weightInput tray*Output tray†Photo tray*
Plain paper16 to 24 lb. (60 to
90 gsm)Up to 125 (20 lb.
paper)50 (20 lb. paper)n/a
Legal paper20 to 24 lb. (75 to
90 gsm)Up to 125 (20 lb.
paper)50 (20 lb. paper)n/a
Cards110 lb. index max
(200 gsm)Up to 4025Up to 20
Envelopes20 to 24 lb. (75 to
90 gsm)Up to 1515n/a
Transparency filmN/AUp to 4025n/a
LabelsN/AUp to 4025n/a
5 x 7 inch (13 x 18 cm)
Photo paper67 lb. Bond
(252 gsm)Up to 402520
4 x 6 inch (10 x 15 cm)
Photo paper67 lb. Bond
(252 gsm)Up to 402520
L 3.5 x 5 inch (8.9 x 12.7
cm) Photo paper67 lb. Bond
(252 gsm)Up to 402520
Letter (8.5 x 11 inch) /
A4 (210mmx297mm)
Photo paper67 lb. BondUp to 4025n/a
Technical information 137
Technical information
 
						

							
TypePaper weightInput tray*Output tray†Photo tray*
(252 gsm)
* Maximum capacity.
† Output tray capacity is affected by the type of paper and the amount of ink you are using.
HP recommends emptying the output tray frequently.
* Maximum capacity.
NOTE: For a complete list of supported media sizes, see the printer driver.
Print specifications
•Up to 1200 x 1200 rendered dpi black when printing from a computer
• Up to 4800 x 1200 optimized dpi color when printing from a computer and 1200-input dpi
• Print speeds vary according to the complexity of the document
• Panorama-size printing
• Method: drop-on-demand thermal inkjet
• Language: PCL3 GUI
• Duty cycle: Up to 3000 printed pages per month
Print resolution
To find out about the printer resolution, see the printer software. For more information, see  “
View
the print resolution” on page 30.
Print cartridge yield
Visit 
www.hp.com/pageyield  for more information on estimated cartridge yields.
Acoustic information
If you have Internet access, you can get acoust ic information from the HP Web site. Go to:
www.hp.com/support.
Environmental product stewardship program
Hewlett-Packard is committed to providing qualit y products in an environmentally sound manner.
Design for recycling has been incorporated into th is product. The number of materials has been kept
to a minimum while ensuring proper functionality  and reliability. Dissimilar materials have been
designed to separate easily. Fasteners and other co nnections are easy to locate, access, and
remove using common tools. High priority parts  have been designed to access quickly for efficient
disassembly and repair.
For more information, visit HP’s Commi tment to the Environment Web site at:
www.hp.com/hpinfo/globalcitizenship/environment/index.html
This section contains the following topics:
•
Paper use
•
Plastics
•
Material safety data sheets
•
Recycling program
•
HP inkjet supplies recycling program
•
Energy Star® notice
•
Disposal of waste equipment by users in  private households in the European Union
Paper use
This product is suited for the use of recycled paper according to DIN 19309 and EN 12281:2002.
Chapter 13
(continued)
138 Technical information
Technical information
 
						

							
Plastics
Plastic parts over 25 grams are marked according to international standards that enhance the ability
to identify plastics for recycling purposes at the end of product life.
Material safety  data sheets
Material safety data sheets (MSDS) can be obtained from the HP Web site at:
www.hp.com/go/msds
Recycling program
HP offers an increasing number of product return  and recycling programs in many countries/regions,
and partners with some of the largest electronic recycling centers throughout the world. HP
conserves resources by reselling some of its mo st popular products. For more information regarding
recycling of HP pr oducts, please visit:
www.hp.com/hpinfo/globalcitiz enship/environment/recycle/
HP inkjet supplies recycling program
HP is committed to protecting the environment.  The HP Inkjet Supplies Recycling Program is
available in many countries/reg ions, and lets you recycle used print cartridges and ink cartridges
free of charge. For more information, go to the following Web site:
www.hp.com/hpinfo/globalcitiz enship/environment/recycle/
Energy Star® notice
This product is designed to reduce power c onsumption and save natural resources without
compromising product performance. It has been des igned to reduce total energy consumption both
during operation and when the device is not active.  This product qualifies for ENERGY STAR® which
is a voluntary program established to encourage the  development of energy-efficient office products.
ENERGY STAR is a U.S. registered service mark of the U.S. EPA. As an ENERGY STAR partner,
HP has determined that this product meets EN ERGY STAR guidelines for energy efficiency.
For more information on ENERGY STAR gui delines, go to the following Web site:
www.energystar.gov
Environmental product stewardship program 139
Technical information