HP PhotoSmart Premium C309g User Manual

							• If the text is uneven and ragged at one end, clean the printhead, and then print
this diagnostic page again. If this occurs right after a new cartridge is installed,
the automatic device servicing routines may solve the problem in a day or so.
Figure 11-6 Sample text area - uneven ink distribution
• If the text is smeared, check if the paper is curled, clean the printhead, and then
print this diagnostic page again.
Figure 11-7 Sample text area - streaks or smears
4.Look at the alignment pattern above the color bars. The lines should be straight and
sharp.
Figure 11-8 Alignment pattern - expected result
If the lines are jagged, align the printer, and then print this diagnostic page again.
Figure 11-9 Alignment pattern - jagged lines
NOTE:If aligning the printer does not solve this print quality issue, contact HP
support for service.
If you do not see any defects on the print quality report, then the printing system is working
correctly. There is no reason to replace supplies or have the product serviced, because
they are functioning properly. If you still have a print quality problem, here are some other
things you can check:
•Check the paper.
•Check the print settings.
•Make sure your image has sufficient resolution.
•If the problem seems confined to a band near the edge of your printout, use the
software you installed with the product or another software application to rotate the
image 180 degrees. The problem might not appear on the other end of the print.
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							12 Solve a problem
This section contains the following topics:
•HP support
•Setup troubleshooting
•Print troubleshooting
•Memory card troubleshooting
•Scan troubleshooting
•Copy troubleshooting
•Errors
HP support
•HP support by phone
•Additional warranty options
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
•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.
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 C309 series)
•Model number (located near the cartridge access area)
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							[[[[[
•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, visit www.hp.com/support.
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 product software is installed on the computer. If you connected the
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							product to your computer before the software installation screen prompted 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” on page 86.
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
•After setting up the product, it does not print
•The wrong measurements are showing in menus on the display
•The display shows the wrong language
•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: Check the power cord
•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: Check the power cord
Solution:
•Make sure you are using the power cord that came with the product.
•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.
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							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 on but still does not work, then there might be a problem with
the power outlet.
Cause:There was a problem with the power cord or the power supply.
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.
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							CAUTION:If the product still does not turn on, it might have a mechanical failure.
Unplug the product from the power outlet.
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: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.
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.
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 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.
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							Cause:The product might not have been turned on.
If this did not solve the issue, try the next solution.
Solution 2: Set your product as the default printer
Solution:Check your computer documentation 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 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 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 setup instructions guide that came with the product.
Cause:The product and computer were not communicating with each other.
If this did not solve the issue, try the next solution.
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							The wrong measurements are showing in menus on the display
Solution:Change the country/region setting.
To set your country/region
1.On the Home Screen, touch the right arrow to view more options.
2.Touch Setup.
3.Touch Preferences.
4.Touch Set Country/Region.
5.Touch the down arrow to scroll through the countries/regions. When the country/
region you want to use appears, touch that country/region.
6.When prompted, touch Yes to confirm your selection.
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 display shows the wrong language
Solution:Change the language setting.
To set your language
1.On the Home Screen, touch the right arrow to view more options.
2.Touch Setup.
3.Touch Preferences.
4.Touch Set Language.
5.Touch the down arrow to scroll through the languages. When the language you
want to use appears, touch that language.
6.When prompted, touch Yes to confirm your selection.
Cause:You might have selected the incorrect language when setting up the
product.
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							The registration screen does not appear
Solution:You can access the registration (Sign up now) screen from the Windows
taskbar by clicking Start, pointing to Programs or All Programs, HP, Photosmart
Premium C309 series, and then clicking Product Registration.
Cause:The registration screen did not launch automatically.
Uninstall and reinstall the software
If your installation is incomplete, or if you connected the USB cable to the computer before
prompted by the software installation screen, you might need to uninstall and then
reinstall the software. Do not simply delete the HP Photosmart application files from your
computer. Make sure to remove them properly using the uninstall utility provided when
you installed the software that came with the HP Photosmart.
To uninstall and reinstall the software
1.Disconnect the product from your computer.
2.On the Windows taskbar, click Start, Settings, Control Panel (or just Control
Panel).
3.Double-click Add/Remove Programs (or click Uninstall a program).
4.Select HP Photosmart All-in-One Driver Software, and then click Change/
Remove.
Follow the onscreen instructions.
5.Restart your computer.
NOTE:It is important that you disconnect the product before restarting your
computer. Do not connect the product to your computer until after you have
reinstalled the software.
6.Insert the product CD-ROM into your computer’s CD-ROM drive and then start the
Setup program.
NOTE:If the Setup program does not appear, locate the setup.exe file on the
CD-ROM drive and double-click it.
NOTE:If you no longer have the installation CD, you can download the software
from www.hp.com/support.
7.Follow the onscreen instructions and the setup instructions that came with the
product.
When the software installation is complete, the HP Digital Imaging Monitor icon appears
in the Windows system tray.
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							Print troubleshooting
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.
•Check cartridges
•Check paper
•Check product
•Check the print settings
•Reset the product
•Contact HP support for service
Check cartridges
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.
•Make sure you are using genuine HP ink cartridges
•Check the ink levels
Make sure you are using genuine HP ink cartridges
Solution:Check to see if your ink cartridges are genuine HP ink cartridges.
HP recommends that you use genuine HP ink cartridges. Genuine HP ink cartridges
are designed and tested with HP printers to help you easily produce great results,
time after time.
NOTE:HP cannot guarantee the quality or reliability of non-HP supplies. Product
service or repairs required as a result of using a non-HP supply will not be covered
under warranty.
If you believe you purchased genuine HP ink cartridges, go to:
www.hp.com/go/anticounterfeit
Cause:Non-HP ink cartridges were being used.
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