HP Photosmart Premium C309 User Manual

							end to the port labeled 1-LINE on the back of the product. For more information on setting up the product
for faxing, see the printed documentation.
1Telephone wall jack
2Use the phone cord supplied in the box with the product
•If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that
plugs into a telephone wall jack.) Try removing the splitter and connecting the product directly to the
telephone wall jack.
•Try connecting a working phone and phone cord to the telephone wall jack that you are using for the product
and check for a dial tone. If you do not hear a dial tone, contact your telephone company and have them
check the line.
•Try to send or receive a test fax. If you can send or receive a fax successfully, there might not be a problem.
After you resolve any problems found, run the fax test again to make sure it passes and the product is ready for
faxing.
The Phone Cord Connected to Correct Port on Fax test failed
Solution:Plug the phone cord into the correct port.
To plug the phone cord into the correct port
1.Using the phone cord supplied in the box with the product, connect one end to your telephone wall jack, then
connect the other end to the port labeled 1-LINE on the back of the product.
NOTE:If you use the 2-EXT port to connect to the telephone wall jack, you will not be able to send or
receive faxes. The 2-EXT port should only be used to connect other equipment, such as an answering
machine or a telephone.
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							1Telephone wall jack
2Use the phone cord supplied in the box with the product
2.After you have connected the phone cord to the port labeled 1-LINE, run the fax test again to make sure it
passes and the product is ready for faxing.
3.Try to send or receive a test fax.
The Using Correct Type of Phone Cord with Fax test failed
Solution
•Make sure you used the phone cord supplied in the box with the product to connect to the telephone wall
jack. One end of the phone cord should be connected to the port labeled 1-LINE on the back of the product
and the other end to your telephone wall jack, as shown below.
1Telephone wall jack
2Phone cord supplied in the box with the product
•Check the connection between the telephone wall jack and the product to make sure the phone cord is
secure.
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							The Fax Line Condition test failed
Solution
•Make sure you connect the product to an analog phone line or you will not be able to send or receive faxes.
To check if your phone line is digital, connect a regular analog phone to the line and listen for a dial tone. If
you do not hear a normal sounding dial tone, it might be a phone line set up for digital phones. Connect the
product to an analog phone line and try sending or receiving a fax.
•Check the connection between the telephone wall jack and the product to make sure the phone cord is
secure.
•Make sure you have correctly connected the product to the telephone wall jack. Using the phone cord
supplied in the box with the product, connect one end to your telephone wall jack, then connect the other
end to the port labeled 1-LINE on the back of the product. For more information on setting up the product
for faxing, see the printed documentation that came with the product.
•Other equipment, which uses the same phone line as the product, might be causing the test to fail. To find
out if other equipment is causing a problem, disconnect everything except the product from the phone line,
and then run the test again.
◦If the Fax Line Condition Test passes without the other equipment, then one or more pieces of the
equipment is causing problems; try adding them back one at a time and rerunning the test each time,
until you identify which piece of equipment is causing the problem.
◦If the Fax Line Condition Test fails without the other equipment, connect the product to a working phone
line and continue reviewing the troubleshooting information in this section.
•If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that
plugs into a telephone wall jack.) Try removing the splitter and connecting the product directly to the
telephone wall jack.
After you resolve any problems found, run the fax test again to make sure it passes and the product is ready for
faxing. If the Fax Line Condition Test continues to fail and you experience problems faxing, contact your
telephone company and have them check the phone line.
NOTE:If you are unsure of the kind of phone line you have (analog or digital), check with your service
provider.
The Dial Tone Detection test failed
Solution
•Other equipment, which uses the same phone line as the product, might be causing the test to fail. To find
out if other equipment is causing a problem, disconnect everything except the product from the phone line,
and then run the test again. If the Dial Tone Detection Test passes without the other equipment, then one
or more pieces of the equipment is causing problems; try adding them back one at a time and rerunning the
test each time, until you identify which piece of equipment is causing the problem.
•Try connecting a working phone and phone cord to the telephone wall jack that you are using for the product
and check for a dial tone. If you do not hear a dial tone, contact your telephone company and have them
check the line.
•Make sure you have correctly connected the product to the telephone wall jack. Using the phone cord
supplied in the box with the product, connect one end to your telephone wall jack, then connect the other
end to the port labeled 1-LINE on the back of the product. For more information on setting up the product
for faxing, see the printed documentation that came with the product.
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							1Telephone wall jack
2Use the phone cord supplied in the box with the product
•If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that
plugs into a telephone wall jack.) Try removing the splitter and connecting the product directly to the
telephone wall jack.
•If your telephone system is not using a standard dial tone, such as some PBX systems, this might cause the
test to fail. This will not cause a problem sending or receiving faxes. Try sending or receiving a test fax.
•Check to make sure the country/region setting is set appropriately for your country/region. If the country/
region setting is not set or is set incorrectly, the test might fail and you might have problems sending and
receiving faxes.
•Make sure you connect the product to an analog phone line or you will not be able to send or receive faxes.
To check if your phone line is digital, connect a regular analog phone to the line and listen for a dial tone. If
you do not hear a normal sounding dial tone, it might be a phone line set up for digital phones. Connect the
product to an analog phone line and try sending or receiving a fax.
NOTE:If you are unsure of the kind of phone line you have (analog or digital), check with your service
provider.
After you resolve any problems found, run the fax test again to make sure it passes and the product is ready for
faxing. If the Dial Tone Detection Test continues to fail, contact your telephone company and have them check
the phone line.
I am having problems faxing over the Internet using IP phone
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: Change the fax speed
•
Solution 2: Make sure the phone cord is connected to the correct port on the product
•
Solution 3: Make sure the telephone company supports faxing over the Internet
Solution 1: Change the fax speed
Solution:If you experience problems sending and receiving faxes while using an Internet fax service, use a
slower fax speed. You can do this by changing the Fax Speed setting from Fast (33600) (the default) to Medium
(14400) or Slow (9600).
To set the fax speed from the control panel
1.Press Setup.
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							2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
3.Press the down arrow button to highlight Fax Speed, and then press OK.
4.Press the down arrow button to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fast (33600)v.34 (33600 baud)
Medium (14400)v.17 (14400 baud)
Slow (9600)v.29 (9600 baud)
Cause:The fax over Internet Protocol (FoIP) service might not have worked properly when the product was
sending and receiving faxes at high speed (33600 bps).
If this did not solve the issue, try the next solution.
Solution 2: Make sure the phone cord is connected to the correct port on the product
Solution:You can only send and receive faxes by connecting a phone cord to the port labeled 1-LINE on the
product. This means that your connection to the Internet must be done either through a converter box (which
supplies regular analog phone jacks for fax connections) or your telephone company.
Cause:The product was not set up properly for faxing.
If this did not solve the issue, try the next solution.
Solution 3: Make sure the telephone company supports faxing over the Internet
Solution:Check with your telephone company to make sure their Internet phone service supports faxing. If
they do not support faxing, you will not be able to send and receive faxes through the Internet.
Cause:Your telephone company did not support faxing over the Internet.
The fax log report shows an error
Solution:Review the following table for information on the error codes in the Fax Log report. This information
can help you troubleshoot any problems you encounter when using the fax features of the product. The table
also indicates which codes are specific to Error Correction Mode (ECM). If the same error appears repeatedly,
try turning off ECM.
Error codeError definition
(223 Error Correction Mode)
224One or more received pages might not be readable.
225-231There is a feature incompatibility with the sending fax
machine.
232-234
(235-236 Error Correction Mode)
237The telephone connection was lost.
238
(239-241 Error Correction Mode)The sending fax machine sent an unexpected
communication.
242The sending fax machine is attempting to receive instead of
send.
243-244
(245-246 Error Correction Mode)The sending fax machine prematurely ended the session.
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							Error codeError definition
247-248
(249-251 Error Correction Mode)There was a communication error with the sending fax
machine.
252Telephone line conditions were too poor to receive a fax.
253The sending fax machine attempted to use an unsupported
page width.
281
(282 Error Correction Mode)
283-284
(285 Error Correction Mode)
286The telephone connection was lost.
290There was a communication error with the sending fax
machine.
291The received fax could not be stored.
314-320There is a feature incompatibility with the receiving fax
machine.
321There was a communication error with the receiving fax
machine.
322-324Telephone line conditions were too poor to send a fax.
(325-328 Error Correction Mode)
329-331The receiving fax machine indicated one or more pages
might not be readable.
332-337
(338-342 Error Correction Mode)
343The receiving fax machine sent an unexpected
communication.
344-348
(349-353 Error Correction Mode)
354-355The telephone connection was lost.
356-361
(362-366 Error Correction Mode)The receiving fax machine prematurely ended the session.
367-372
(373-377 Error Correction Mode)
378-380There was a communication error with the receiving fax
machine.
381The telephone connection was lost.
382The receiving fax machine stopped accepting pages.
383The telephone connection was lost.
390-391There was a communication error with the receiving fax
machine.
To change the ECM setting from the control panel
1.Press Setup.
2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
The Advanced Fax Setup menu appears.
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							3.Press the down arrow button to highlight Error Correction Mode, and then press OK.
The Error Correction Mode menu appears.
4.Press the down arrow button to highlight Off or On.
5.Press OK.
Cause:If there is a problem or error encountered during sending or receiving a fax, a Fax Log report will print.
Errors
This section contains the following categories of messages about your product:
•
Product messages
•
File messages
•
General user messages
•
Paper messages
•
Power and connection messages
•
Ink cartridge and printhead messages
Product messages
The following is a list of product-related error messages:
•
Firmware revision mismatch
•
Memory is full
•
Photo tray problem
•
Photo tray cannot engage
•
Photo tray cannot disengage
•
Missing HP Photosmart Software
Firmware revision mismatch
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 technical
support.
Cause:The revision number of the product firmware did not match the revision number of the software.
Memory is full
Solution:Try making fewer copies at a time.
Cause:The document you were copying exceeded the memory of the product.
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
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							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 media
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.
Solution 4: Make sure the sheets of paper are not stuck together
Solution: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.
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							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.
Missing HP Photosmart Software
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: Install the HP Photosmart Software
•
Solution 2: Turn on the product
•
Solution 3: Turn on the computer
•
Solution 4: Check the connection from the product to your computer
Solution 1: Install the HP Photosmart Software
Solution:Install the HP Photosmart Software that came with the product. If it is installed, restart your computer.
To install the HP Photosmart Software
1.Insert the product CD-ROM into your computer’s CD-ROM drive and then start the Setup program.
2.When prompted, click Install More Software to install the HP Photosmart Software.
3.Follow the onscreen instructions and the instructions provided in the Start Here guide that came with the
product.
Cause:The HP Photosmart Software was not installed.
If this did not solve the issue, try the next solution.
Solution 2: Turn on the product
Solution:Turn on the product.
Cause:The product was turned off.
If this did not solve the issue, try the next solution.
Solution 3: Turn on the computer
Solution:Turn on the computer
Cause:The computer was turned off.
If this did not solve the issue, try the next solution.
Solution 4: Check the connection from the product to your computer
Solution:Check the connection from the product to your computer. Verify that the USB cable is securely
plugged into the USB port on the back of the product. Make sure the other end of the USB cable is plugged into
a USB port on your computer. After the cable is connected properly, turn off the product and then on again. If
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							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.
For more information on setting up the product and connecting it to your computer, see the Start Here guide
that came with the product.
Cause:The product was not properly connected to the computer.
File messages
The following is a list of file-related error messages:
•
Error reading or writing the file
•
Unreadable files. NN files could not be read
•
Photos not found
•
File not found
•
Invalid file name
•
Supported file types for the product
•
File corrupted
Error reading or writing the file
Solution:Check to see if you have the right folder and file name.
Cause:The product software could not open or save the file.
Unreadable files. NN files could not be read
Solution:Reinsert the memory card in the product. If this does not work, retake the photos with your digital
camera. If you already transferred the files to your computer, try printing those files by using the product software.
The copies might not be damaged.
Cause:Some of the files on the inserted memory card or attached storage device were damaged.
Photos not found
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: Reinsert the memory card
•
Solution 2: Print photos from the computer
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