Manuals

Troubleshooting: HP DeskJet Printer User's Guide

Finding the HP DeskJet Toolbox • About the HP DeskJet Toolbox • Basic Troubleshooting • Clearing a Paper Jam • HP Customer Care • Extended Warranty Options

Finding the HP DeskJet Toolbox

The HP DeskJet Toolbox tells you how to troubleshoot your printing problems. It even allows you to align and clean your print cartridges. For each Windows system, here are a couple of places to find the HP DeskJet Toolbox.

For Windows 95, 98 and Windows NT 4.0

• Double-click the HP DeskJet Toolbox shortcut icon. This shortcut is on your desktop.
• If you've removed the HP DeskJet Toolbox icon, click Start > Programs > HP DeskJet 8xxC Series > HP DeskJet 8xxC Toolbox.
• Click the HP Toolbox button. This button appears on the Taskbar at the bottom of the screen when the HP DeskJet Toolbox is open.

For Windows 3.1x

• If you close the HP DeskJet Toolbox, it'll reappear when you're printing. Or you can double-click it in the HP DeskJet 8xxC Series utilities group in the Program Manager.

  

• Double-click the HP DeskJet Toolbox icon. It's on your desktop when you start your computer.

About the HP DeskJet Toolbox

NOTE: Wording and tabs on the HP DeskJet Toolbox may differ from that shown here depending on your printer model.

Troubleshooting Tab

Click on the symptom that matches the problem you are having with the printer. Follow the questions through the series of screens presented to solve most common problems.

Printer Services Tab

Click on a button to keep your printer in working order.

For HP DeskJet 895C Series Printers Only: Networking Tab

Click to learn more about your network printer. See "Using Your Printer on a Network" for more information about network printing.

Basic Troubleshooting

Any time you experience printing difficulties you can use the online troubleshooting tool: the HP DeskJet Toolbox. With a few clicks of the mouse button, you'll find your specific problem and details on how to fix it. The HP DeskJet Toolbox even aligns and cleans your inkjet print cartridges.

What if no page came out of the printer?

Be patient. Complex documents, such as color photographs, take awhile to print. Check the Power light; if it's blinking, the printer is processing information.

Power. Make sure the printer is on (the Power light on the front of your printer should be on), and that all connections are firm.

Cover. Make sure the top cover of the printer is closed.

Paper. Make sure you put paper into the IN tray correctly.

Print cartridges. Make sure both inkjet print cartridge cradles contain properly installed cartridges with the correct part numbers for your printer.

Paper jam. Make sure no paper is stuck in the printer. See "Clearing a Paper Jam" for more information.

Communications. If you are using the parallel port on the printer and you see a "Printer Not Responding" message on your screen, you might be using the wrong cable. (The bi-directional HP IEEE 1284-Compliant Parallel Interface Cable is recommended.) Test the printer communications: in the HP DeskJet Toolbox, click the Printer Services tab, and then click Test the printer communications. If the test fails, install the printer using a bi-directional printer cable with the computer's parallel port. Then retest the printer communications.

What if the printer software or bonus software programs aren't working from the CD?

Check the CD-ROM Player. Make sure the CD drive in your computer is working by inserting a known to be good CD. If you suspect that the CD is flawed, call HP Customer Support as described under "HP Customer Care" .

"There is a Problem" box appears. Perform the steps listed in the box and click Retry. If the box reappears, click Skip. You might still be able to print, but some of the printer's messages to you might not be able to be displayed. If the printer is connected to the computer with a parallel cable, be sure you are using a bi-directional HP IEEE 1284-Compliant Parallel Interface Cable. Also be sure that you selected an LPT-type port when you installed the printer software.

What if a blank page came out of the printer?

Tape. Make sure you've removed the protective pieces of tape on the inkjet print cartridges.

Default printer. Make sure you've selected the HP DeskJet printer as the default printer. To check your default printer, click the Troubleshooting tab in the HP DeskJet Toolbox, and then click A blank page came out. Under Wrong printer selected, click to open the Printers folder and follow the on-screen instructions for setting a default printer.

Ink. You might have run out of ink. Replace the inkjet print cartridges as described under "Replacing an Inkjet Print Cartridge" .

Faxes. If you've received an electronic fax at your computer and the printer prints a blank page when you try to print the fax, try saving the fax in a graphic format (such as TIF). Then place it in a word-processing document, and print from there. Alternatively, see the online troubleshooting in the HP DeskJet Toolbox for the solution.

What if text or graphics are in the wrong place?

Paper orientation. If the printing is positioned incorrectly on the page, make sure you've selected the correct orientation (Portrait or Landscape) on the Features tab of the HP print settings box.

Alignment. If the tri-color ink and black ink don't line up on the printed page, you might need to align the inkjet print cartridges. In the HP DeskJet Toolbox, click the Printer Services tab, and then click Align the print cartridges.

Loading. If the printing is slanted or skewed, try reloading the paper. Make sure the rear access door is properly locked, as described under "Clearing a Paper Jam" .

Margin settings. If text is running off the edge of the page:

• Make sure the margins are set correctly in your software program.
• Make sure the elements in your document fit within the printable area of the page.
• Make sure you've selected the right paper size on the Setup tab of the HP print settings box.
• Make sure Poster Printing is unselected in the Features tab of the HP print settings box.

What if the print quality is poor?

After printing a banner. Make sure the banner switch located on the printer is in the down position.

Paper. If the printing is faded or the colors are dull or bleeding into each other, make sure you're using paper intended for inkjet printers and that you've loaded the paper print side down. Also, make sure the appropriate paper type is selected in the Setup tab of the HP print settings box.

Ink. You can control the amount of ink on the page by changing the Print Quality (on the Setup tab of the HP print settings box).

• If the printing appears faded or the colors are dull, click Normal or Best instead of EconoFast.
• If the colors bleed into one another or the ink smears on the sheet, click Normal or EconoFast instead of Best.
• You may have run out of ink. Replace the cartridges (see "Replacing an Inkjet Print Cartridge" ).

Cartridges. If ink is smearing or is splotchy:

• You might need to clean the inkjet print cartridges. In the HP DeskJet Toolbox, click the Printer Services tab, and then click Clean the print cartridges.
• You might need to replace the inkjet print cartridges (see "Replacing an Inkjet Print Cartridge" ).

Alignment. If the tri-color ink and black ink don't line up on the printed page, you might need to align the inkjet print cartridges. In the HP DeskJet Toolbox, click the Printer Services tab, and then click Align the print cartridges.

What if something on the page is wrong or missing?

Margin settings. If the printing is cut off around the edges, check your software program to make sure:

• You've set the correct margins.
• The margins are within the printable area (see "Minimum Printing Margins" ).
• The elements are scaled correctly.

Colors. If the colors are wrong or missing:

• You might need to clean your
  tri-color inkjet print cartridge. In the HP DeskJet Toolbox, click the Printer Services tab, and then click Clean the print cartridges.
• You might need to replace the
  tri-color ink cartridge, as described under "Replacing an Inkjet Print Cartridge" .
• Make sure you haven't selected Print in Grayscale on the Color tab of the HP print settings box.

Communications. Make sure all cables are plugged in tightly. If using the parallel port on the printer, make sure you're using a bi-directional cable. To test the cable attached to the parallel port, in the HP DeskJet Toolbox, click the Printer Services tab, and then click Test the printer communications.

What if you're having trouble printing a banner?

Print settings. If the printer backs the paper up into the IN tray when you try to print, make sure you've clicked Banner on the Setup tab of the HP print settings box.

Banner switch. If the paper jams, make sure you moved the banner switch up and inserted the banner paper all the way in to the IN tray.

Loading. If several sheets feed into the printer together, try unfolding and folding the paper to get more air between the sheets.

Paper. If the paper creases as it passes through the printer, the paper might be inappropriate for banner printing. HP Banner Paper is highly recommended.

Margin gap. If you see gaps in the printing at the ends of the sheets, a problem might exist in your software program. See online troubleshooting in the HP DeskJet Toolbox for more information.

Clearing a Paper Jam

If the paper jams in the printer:

1. Pull the paper out of either the IN tray or the OUT tray.
2. Press the Resume button on the front of the printer to clear the paper jam.
3. If the paper jam has cleared, print your document again. If the paper jam was not cleared by pressing the Resume button, and you can not remove the jammed paper from the front of the printer, follow the steps below.

If the paper jams in the back of the printer:

1. If you can't reach the jammed paper, turn the knob on the rear access door at the back of the printer 1/4 turn counter clockwise and remove the door.

   

2. Pull the jammed paper out of the printer and then replace the rear access door, making sure to lock the door by turning the knob clockwise to the locked position.
3. Press the Resume button on the front of the printer.
4. Print your document again.

If you can't see the paper causing the jam, check to see if a label has come unglued from a label sheet while going through the printer.

HP Customer Care

HP DeskJet printers set the standard for quality and reliability, so you've made an excellent choice. Should you need help, however, HP Customer Care's award-winning service and support is nearby to provide expert advice on using your HP printer or to answer specific questions about a problem you are having. Whether online or by phone, you'll find the support you need--and you'll find it fast.

Electronic Support Information

If you have a modem connected to your computer and subscribe to an online service or have direct access to the Internet, you can obtain a wide variety of information about your printer.

HP Customer Care Online

Click your way to a quick solution! A great place to go for answers to questions about HP products is HP Customer Care online. You'll get instant access to everything from helpful printing tips to the latest products and software updates--24 hours a day, seven days a week at http://www.hp.com/support/home_products.

HP Customer Care User Community

They're friendly. They're informative. Check out our online user community. Simply review existing messages left by other HP users to find the answers you're looking for. If its not there you can post your question, then check back later for ideas and suggestions from knowledgeable users and system operators. You can access the user community from http://www.hp.com/support/home_products.

HP Customer Care Audio Tips (U.S. Only)--Toll Free Automated Support Line

For fast and simple solution steps to commonly asked DeskJet questions, try out automated support line at (877) 283-4684.

Printer Software

Printer software (also referred to as a printer driver) allows your printer to talk with your computer. HP provides printer software and software upgrades for Windows 3.1x, 95, 98 and NT 4.0. For MS-DOS printer software, contact the manufacturer of your software program. You have several options for getting printer software:

• Download the printer software by accessing HP's Web site (http://www.hp.com/support/home_products).
• If you are in the U.S., setting up your printer for the first time, and do not have a CD-ROM drive, you can order the printer software on 3.5-inch disks by calling the phone number listed on the printer software CD case. Disks are delivered to you for no extra charge. Bonus software that may be provided on the CD will not be provided on disks.
• If you are in the U. S. and need a software upgrade, you can order by calling (661) 257-5565. Software upgrades are available for the cost of the disks plus shipping.
• If you are outside the U.S. and cannot download the driver from HP's Web site, call the HP Customer Care number nearest you. See "HP Customer Care by Phone" .

HP Customer Care Repair

If your HP printer is ever in need of repair, simply call the HP Customer Care Center. A trained service technician will diagnose the problem and coordinate the repair process for you. This service is free during your printer's standard warranty. Beyond the warranty period, repairs are charged on a time and materials basis.

HP Customer Care by Phone

Within 90 days from the time of your purchase, telephone support is provided to you free of charge. However, if you are calling long distance, the long-distance charges apply. Before placing a call for help, please make sure that:

• You have checked your User's Guide and the DeskJet Toolbox and Help files, or
  HP Customer Care online for installation troubleshooting tips.
• You are seated in front of your computer with your printer nearby.
• You have the following information available:
• Your printer's serial number (the label is on the printer's bottom).
  _________________________
• Your printer's model number (the label is on the front of the printer).
  _________________________
• The model of the computer.
  _________________________
• The version of the printer driver and software program (if applicable).
  _________________________

  Africa/Middle East	41 22/780 41 11
  Argentina	541781-4061/69
  Australia	1 3 92728000
  Austria	3 (0)660 6386
  Belgium (Dutch)	32 (0)2 62688 06
  Belgium (French)	32 (0)2 6268807
  Brazil	55 11 709-1444
  Canada	(905) 206-4663
  China	86 10 6505 3888-5959
  Czech Republic	42 (2) 471 7321
  Denmark	45 (0)39 294099
  Finland	385 (0)203 47288
  France	33 (0) 143623434
  Germany	49 (0) 180 532 6222
  Greece	30 1 689 64 11
  Hong Kong	(800) 96 7729
  Hungary	36 (1) 252 4505
  India	91 11 682 60 35
  Indonesia	6221 350 3408
  Ireland	353 (0) 1662 5525
  Israel	972-9-9524848
  Italy	9 (0)2 264 10350
  Japan, Tokyo	81 3 3335-8333
  Japan, Osaka	81 6 838 1155
  Korea	82 2 3270 0700
  Malaysia	03 2952566
  Mexico D.F.	326 46 00
  Mexico, Guadalajara	669 95 00
  Mexico, Monterrey	78 42 40
  Middle East/Africa	41 22/780 41 11
  Netherlands	31 (0)20 606 8751
  New Zealand	(9) 356-6640
  Norway	47 (0)22 116299
  Philippines	65 272 5300
  Poland	48 22 37 50 65
  Portugal	351 (0) 144 17 199
  Russia	7095 923 50 01
  Singapore	65 272 5300
  Spain	34 (9) 02321 123
  Sweden	46 (0)8 6192170
  Switzerland	41 (0)84 8801111
  Taiwan	886 2-2717-0055
  Thailand	(66-2) 661 4011
  Turkey	90 1 224 59 25
  United Kingdom	44 (0) 171 512 5202
  U. S.	(208) 344-4131
  Venezuela	58 2 239 5664

A Note About Letters

If you need help from a technical support person, we recommend that you call us while you're in front of your computer and printer, rather than writing a letter to us. That way we can help you with your questions immediately!

After Ninety Days

You can still get help from HP for a fee. Prices are subject to change without notice. (Online help is still available for free!)

• For quick questions in the United States only, call (900) 555-1500. The fee is $2.50 per minute and begin when you connect with a support technician.
• For calls from Canada, or for calls in the U.S. that you anticipate might be longer than ten minutes in length, call (800) 999-1148. The fee is US $25 per call, charged to your Visa or MasterCard.
• If during your phone call, it is determined that your printer requires repair, and you are within your printer's hardware warranty period, the support fee will be reversed. However, if you are calling long distance, the long-distance charges apply.

Extended Warranty Options

If you would like to extend your printer coverage beyond the one year factory warranty, you have the following options:

• Consult your reseller to get extended coverage.
• If your reseller does not offer service contracts, please call Hewlett-Packard directly and ask about our service agreement offering. In the U.S. call (800) 446-0522; in Canada call (800) 268-1221. For service agreements outside the U.S. and Canada, contact your local HP Sales Office.