HP Photosmart Premium C309 User Manual

							Wait for print carriage to move to center of the product.
b. Press tab on cartridge, then remove it from slot.
3.Insert new cartridge.
a. Remove cartridge from packaging.
b. Twist orange cap to snap it off. A forceful twist may be required to remove the cap.
c. Match color icons, then slide cartridge into slot until it clicks into place.
Replace the cartridges 89
Work with cartridges
 
						

							d. Close cartridge door.
Related topics
•
Order ink supplies
Cartridge warranty information
The HP cartridge warranty is applicable when the product 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.
Chapter 12
90 Work with cartridges
Work with cartridges
 
						

							13 Solve a problem
This section contains the following topics:
•
HP support
•
Setup troubleshooting
•
Print quality troubleshooting
•
Print troubleshooting
•
Memory card troubleshooting
•
Scan troubleshooting
•
Copy troubleshooting
•
Fax troubleshooting
•
Errors
HP support
•Support process
•
HP support by phone
•
Additional warranty options
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 availability vary by product, country/region, and language.
HP support by phone
Phone support options and availability vary by product, country/region, and language.
This section contains the following topics:
•
Phone support period
•
Placing a call
•
Support phone numbers
•
After the phone support period
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 support in Europe, the Middle East, and Africa, go to 
www.hp.com/support.
Standard phone company charges apply.
Solve a problem 91
Solve a problem
 
						

							Placing a call
Call HP support while you are in front of the computer and the product. Be prepared to provide the following
information:
•Product name (HP Photosmart Premium Fax C309 series)
•Model number (located near the cartridge access area)
[[[[[
•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 situation (such as a thunderstorm, product was moved, etc.)?
For the list of support phone numbers, see 
Support phone numbers.
Support phone numbers
The support phone numbers and associated costs listed here are those in effect at the time of publication and are
applicable only for calls made on a land line. Different rates may apply for mobile phones.
For the most current HP list of telephone support numbers and call costs information, see 
www.hp.com/support.
Chapter 13
92 Solve a problem
Solve a problem
 
						

							$IULFD(QJOLVKVSHDNLQJ
$IULTXHIUDQFRSKRQH
ﺮﺋﺍﺰﺠﻟﺍ
$UJHQWLQD%XHQRV$LUHV
$UJHQWLQD
$XVWUDOLD
$XVWUDOLDRXWRIZDUUDQW\
˜VWHUUHLFK

						

							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 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.
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 follow 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.
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 installation screen.
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 wrong measurements are showing in menus on the display
•
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. Make sure the light on the adapter is lit.
Chapter 13
94 Solve a problem
Solve a problem
 
						

							1Power connection
2Power cord and adapter
3Power outlet
•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: Reset 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.
Setup troubleshooting 95
Solve a problem
 
						

							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.
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 cartridges are installed properly and have ink
•
Solution 5: Load paper in the input tray
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. Make 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.
Chapter 13
96 Solve a problem
Solve a problem
 
						

							If this did not solve the issue, try the next solution.
Solution 2: Set your product 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 cartridges are installed properly and have ink
Solution:Check that the cartridges are installed properly and have ink.
For more information, see:
•
Work with cartridges
Cause:There might have been a problem with one or more of the 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 media
Cause:The product might have been out of paper.
The wrong measurements are showing in menus on the display
Solution:Change the country/region setting.
NOTE:You will be prompted to set both the language and the country/region settings, by using the following
procedure.
To set your language and country/region
1.Press Setup.
2.Press the down arrow button to highlight Preferences, and then press OK.
3.Press the down arrow button to highlight Set Language, and then press OK.
4.Press the down arrow button to scroll through the languages. When the language you want to use is
highlighted, press OK.
Setup troubleshooting 97
Solve a problem
 
						

							5.When prompted, press the down arrow button to highlight Yes for confirmation, and then press OK.
The Preferences menu reappears.
6.Press the down arrow button to highlight Set Country/Region, and then press OK.
7.Press the down arrow button to scroll through the countries/regions. When the country/region you want to
use is highlighted, press OK.
8.When prompted, press the down arrow button to highlight Yes for confirmation, and then press OK.
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.
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.
• 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.
Chapter 13
98 Solve a problem
Solve a problem