Hardware setup troubleshooting
Use this section to solve any problems you might encounter while setting up the
HP All-in-One hardware.
My HP All-in-One does not turn on
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Solution
Try the following:
●
Make sure the power cord is firmly connected to both the HP All-in-One and
the power adaptor, as shown below.
●
Plug the power cord into a grounded power outlet, surge protector, or power
strip. If you are using a power strip, make sure the power strip is on.
●
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 HP All-in-One into a switched outlet, make sure the switch
is on.
●
When you press the
On
button, wait a few seconds for the HP All-in-One to
turn on.
My USB cable is not connected
Solution
You must first install the software that came with your HP All-in-One
before connecting the USB cable. During installation, do not plug in the USB
cable until prompted by the onscreen instructions. Connecting the USB cable
before prompted can cause errors.
Once you have installed the software, connecting your computer to your HP All-in-
One with a USB cable is straightforward. Simply plug one end of the USB cable
into the back of your computer and the other into the back of the HP All-in-One.
You can connect to any USB port on the back of your computer.
Note
Do not plug the USB cable into the USB port on your keyboard.
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I received a message on the control panel display to attach the control panel
overlay
Solution
This might mean the control panel overlay is not attached, or it is
attached incorrectly. Lift the lid before you install the overlay. Make sure to align
the overlay over the buttons on the top of the HP All-in-One and snap it firmly into
place.
The control panel display shows the wrong language
Solution
Usually, you set the language and country/region when you first set
up the HP All-in-One. However, you can change these settings at any time by
using the following procedure:
1.
Press
Setup
.
2.
Press
7
, and then press
1
.
This selects
Preferences
, and then selects
Set Language & Country/Region
.
A list of languages appears. You can scroll through the list of languages by
pressing the .
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3.
When your language is selected, press
OK
.
4.
When prompted, press
1
for Yes or
2
for No.
The countries/regions for the selected language appear. Press to scroll
through the list.
5.
Use the keypad to enter the two-digit number for the appropriate country/
region.
6.
When prompted, press
1
for Yes or
2
for No.
Print a
Self-Test Report
to confirm the language and country/region:
1.
Press
Setup
.
2.
Press
2
, and then press
6
.
This selects
Print Report
, and then selects
Self-Test Report
.
The wrong measurements are showing in menus on the control panel display
Solution
You might have selected the incorrect country/region when setting up
your HP All-in-One. The country/region you select determines the paper sizes
shown on the control panel display.
To change the country/region, you must first set the default language again. You
can change these settings at any time by using the following procedure:
1.
Press
Setup
.
2.
Press
7
, and then press
1
.
This selects
Preferences
, and then selects
Set Language & Country/Region
.
A list of languages appears. You can scroll through the list of languages by
pressing .
3.
When your language is selected, press
OK
.
4.
When prompted, press
1
for Yes or
2
for No.
The countries/regions for the selected language appear. Press to scroll
through the list.
5.
Use the keypad to enter the two-digit number for the appropriate country/
region.
6.
When prompted, press
1
for Yes or
2
for No.
Print a
Self-Test Report
to confirm the language and country/region:
1.
Press
Setup
.
2.
Press
2
, and then press
6
.
This selects
Print Report
, and then selects
Self-Test Report
.
I received a message on the control panel display to align the print cartridges
Solution
The HP All-in-One prompts you to align cartridges every time you
install a new print cartridge. Make sure you have letter or A4 unused plain white
paper loaded in the input tray, and then press
OK
. The HP All-in-One prints a
print cartridge alignment sheet and aligns the print cartridges. Recycle or discard
the page. For more information, see
Align the print cartridges
.
Note
If you remove and reinstall the same print cartridge, the HP All-in-
One will not prompt you to align the print cartridges. The HP All-in-One
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remembers the alignment values for that print cartridge, so you do not
need to realign the print cartridges.
I received a message on the control panel display that the print cartridge
alignment failed
Cause
The incorrect type of paper is loaded in the input tray.
Solution
If you have colored paper loaded in the input tray when you align the
print cartridges, the alignment fails. Load unused plain white letter or A4 paper
into the input tray, and then try the alignment again. For more information, see
Align the print cartridges
.
If the alignment fails again, you might have a defective sensor or print cartridge.
Contact HP Support. 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
Protective tape is covering the print cartridges.
Solution
Check each print cartridge. If the plastic tape is still covering the ink
nozzles, gently remove the plastic tape by using the pink pull tab. Do not touch
the ink nozzles or the copper-colored contacts.
1 Copper-colored contacts
2 Plastic tape with pink pull tab (must be removed before installing)
3 Ink nozzles under tape
Reinsert the print cartridges and verify that they are fully inserted and locked in
place, and then try the alignment again. For more information, see
Align the print
cartridges
.
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Cause
The contacts on the print cartridge are not touching the contacts in the
print carriage.
Solution
Remove and then reinsert the print cartridges. Verify that they are
fully inserted and locked in place, and then try the alignment again. For more
information, see
Align the print cartridges
.
Cause
You are not using HP print cartridges or you are using print cartridges
that have been refilled.
Solution
The alignment process might fail if you are not using HP print
cartridges. It might also fail if you are using refilled print cartridges. Replace the
print cartridges with genuine HP print cartridges that have not been refilled, and
then try the alignment again. For more information on replacing the print
cartridges, see
Replace the print cartridges
. For more information on aligning the
print cartridges, see
Align the print cartridges
.
Cause
The print cartridge or sensor is defective.
Solution
Contact HP Support. Go to
www.hp.com/support
. If prompted,
choose your country/region, and then click Contact HP for information on calling
for technical support.
The HP All-in-One does not print
Solution
If your HP All-in-One and computer are not communicating with each
other, try the following:
●
Look at the control panel display on the HP All-in-One. If the control panel
display is blank and the light next to the
On
button is not lit, the HP All-in-
One is turned off. Make sure the power cord is firmly connected to the HP All-
in-One and plugged into a power outlet. Press the
On
button to turn on the
HP All-in-One.
●
Check the USB cable. If you are using an older cable, it might not be working
properly. Try connecting it to another product to see if the USB cable works.
If you experience problems, the USB cable might need to be replaced. Also
verify that the cable does not exceed 3 meters (9.8 feet) in length.
●
Make sure your computer is USB ready. Some operating systems, such as
Windows 95 and Windows NT, do not support USB connections. Check the
documentation that came with your operating system for more information.
●
Check the connection from your HP All-in-One to your computer. Verify that
the USB cable is securely plugged into the USB port on the back of your
HP All-in-One. 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 your
HP All-in-One off and then on again.
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●
If you are using a Macintosh: Check the Apple System Profiler (OS 9) or the
System Profiler (OS X) to verify your USB connection. If the HP All-in-One
shows up in the USB window, then the USB connection between your
computer and HP All-in-One is working. If it is working, there might be a
problem with the software. Try to run the HP All-in-One Setup Assistant to
see if it can detect the HP All-in-One. (You can access the HP All-in-One
Setup Assistant through the HP Image Zone software.)
●
Check other printers or scanners. You might need to disconnect older
products from your computer.
●
Try connecting the USB cable to another USB port on your computer. After
you check the connections, try restarting your computer. Turn your HP All-in-
One off and then on again.
●
If your HP All-in-One is networked, see
Set up your network
for information
on setting up the HP All-in-One on your network.
●
After you check the connections, try restarting your computer. Turn your
HP All-in-One off and then on again.
●
If necessary, remove and then install the HP Image Zone software again.
For more information on uninstalling the software, see
Uninstall and reinstall
the software
.
For more information on setting up your HP All-in-One and connecting it to your
computer, see the Setup Guide that came with your HP All-in-One.
I received a message on the control panel display about a paper jam or a
blocked carriage
Solution
If either a paper jam or blocked carriage error message appears on
the control panel display, there might be some packing material inside the HP All-
in-One. Lift open the print-carriage access door to expose the print cartridges and
remove any packing material (such as tape or cardboard) or any other foreign
objects blocking the carriage path. Turn off the HP All-in-One, wait one minute,
and then press the
On
button to turn the HP All-in-One back on.
For more information about clearing paper jams, see
Paper has jammed the
HP All-in-One
.
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