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HP Business Inkjet 2800 Printer Series - Troubleshooting General Printing Problems

General troubleshooting tips

Please ensure the following:
  • Power light is on and not blinking. When the printer is first turned on, it takes approximately 45 seconds to warm up.

  • Make sure the printer is in the Ready state.

  • No error messages appear on the computer screen.

  • Power cord and other cables are working and firmly connected to the printer. Make sure the printer is connected firmly to a functioning alternating current (AC) power outlet and is turned on.

  • Media is loaded correctly in the tray and is not jammed in the printer.

  • Printheads and ink cartridges are properly installed in their correct color-coded slots. Press down firmly on each one to ensure proper contact. Ensure you have removed the tape from each printhead.

  • Printhead latch and all covers are closed.

  • Rear access panel or auto-duplex unit is locked into place.

  • All packing tapes and materials are removed from the printer.

  • Printer can print a configuration page.

  • The printer is set as the current or default printer. For Windows, set the printer as the default in the Printers folder. For Mac OS, set the printer as the default in the Chooser or the Print Center. See your computer's documentation for more information.

  • Pause Printing is not selected if you are using a computer running Windows.

  • You are not running too many programs when you are performing a task. Close programs that you are not using or restart the computer before attempting the task again.

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Hardware and firmware setup issues

The following table lists the symptoms, causes, and solutions for the hardware and firmware setup issues of the printer:
Symptom
Cause
Solution
Printer does not print properly.
Cause1: Power cord is not secured properly.
Solution 1: Make sure the power supply cord is connected securely to the printer. In addition, make sure that the power cord is connected securely between the power supply and a working power outlet.
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Cause 2: Packing tape has not been completely removed.
Solution 2: Make sure that all packing tapes have been removed from the outside and inside of the printer.
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Cause 3: Auto-duplex unit or Rear Access Panel has not been properly installed.
Solution 3: Make sure that the rear access panel (cleanout) or auto-duplex unit has been installed properly.
Erratic color usage by the printer.
Cause 1: Printheads not aligned.
Solution 1: Ensure that the printheads are aligned. Perform manual printhead alignment if necessary.
Printer does not print.
Cause 1: Printhead latch is open.
Solution 1: Make sure that the printhead latch is closed properly.
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Cause 2: No paper in the trays.
Solution 2: Make sure that the printer is loaded with paper.
All LEDS are ON or blinking.
Cause 1: Internal error.
Solution 1: Unplug the power cord, wait for 20 seconds, re-plug the power cord and turn on the printer before trying to print again.

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Software setup issues

The following table lists the symptoms, causes, and solutions for the software setup issues of the printer:
Symptom
Cause
Solution
Setup does not begin.
Cause 1: Incompatible operating system.
Solution 1: Make sure that computer is running one of these operating systems: Windows 98, NT 4.0, XP, ME, or Macintosh OS 9 or OS 10.1 or later.
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Cause 2: Computer does not recognize the path typed to the CD.
Solution 2: Specify the correct drive letter on the computer.
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Cause 3: Computer cannot recognize the CD in the CD drive.
Solution 3: Inspect the CD for damage. The printer driver can be downloaded from http://www.hp.com/support/businessinkjet2800 .
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Cause 4: The computer cannot detect the printer (Windows only).
Solution 4: If the printer is connected to the computer using a USB cable, ensure that the cable is properly connected and the printer is turned on. Restart the system if necessary. Restarting the system is also necessary if the Microsoft Windows installer on the host system is a version earlier than 2.0.
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Cause 5: Unsuccessful Installation.
Solution 5: If the system still cannot detect the printer, disconnect the printer, run the scrubber utility to perform a clean printer driver uninstallation (located in the UTILS\SCRUBBER folder on the Starter CD). Restart the host system and reinstall the printer driver.
Setup takes a long time.
Cause 1: Low virtual memory.
Solution 1: Before installing software on a Windows computer, make sure that all other programs in the Task Manager are closed.
Ensure that the computer meets the minimum operating system requirements for the printer.
Printer takes a long time to print.
Cause 1: Inadequate hard disk space in the spool directory.
Solution 1:
  • Check the hard disk space. At least 100 MB of hard disk space should be available in the following cases:
    • To print on 13 x 19 inch or A3+ paper
    • To print graphic-intensive files.
  • Check the printer software settings. The printer prints slower when Best or Maximum dpi is selected as the print quality. To increase the print speed, select different print settings in the printer driver.
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Cause 2: Incorrect configuration of hardware on the PC.
Solution 2: Check the port settings. Ensure that the parallel port settings configuration on the computer is set to ECP.
Nothing Prints.
Cause 1:
Solution 1: Ensure that the printer is set as the current or default printer. For Windows, set the printer as the default in the Printers folder. For Macintosh OS, set the printer as the default in the Chooser or the Print Center. Refer to the computer documentation for additional information.
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Cause 2:
Solution 2: Make sure that too many programs are not running when the task is performed. In such a case, close all programs that are not being used or restart the computer before attempting the task again.
Out-of-memory when printing high-resolution images or large files.
Cause 1: This issue is encountered especially if users often print complex graphics, PostScript® (PS) documents, high-resolution images, large files using 4800 by 1200 optimized dpi as the print quality in the printer driver, or print using the auto-duplex unit. They may receive an insufficient memory error message on the Control Panel or an assert code.
Solution 1: Print the files using Best print quality instead.
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Cause 2:
Solution 2: Add additional memory to the printer. Adding memory gives the printer the ability to process complex print jobs but may not increase the processing speed.
Unable to Install the PostScript-emulation printer driver using the Add Broker feature in Novell Netware 5.1.
Cause 1: In Windows 2000, the PostScript-emulation printer driver cannot be installed using the Add Broker feature in Novell Netware 5.1.
Solution 1: To use this feature, download and install Novell Netware Intranet Client v4.83 SP2, available from the Novell Web site.
Unable to Install the PostScript-emulation printer driver using Novell Netware NDPS Printer Manager.
Cause 1: When using Novell Netware NDPS Printer Manager, the PostScript-emulation printer driver cannot be installed.
Solution 1: To use this feature, download and install Novell Netware Intranet Client v4.83 SP2, available from the Novell Web site.
Add Printer wizard dialog box disappears after printing a test page at the end of the installation process.
Cause 1:
Solution 1: If users are installing the printer driver using the Add Printer wizard and the Add Printer Wizard dialog box disappears after printing a test page, use Alt and Tab keys to bring the Add Printer Wizard dialog box to the front. Users can also refer to the Microsoft knowledge database.
Unable to find the device in a pure IPX network environment.
Cause 1: The printer setup program does not support IPX network.
Solution 1: To install the printer driver in IPX network environment, download and install the Jetdirect software from http://www.hp.com .
Workaround for Novell zenworks.
Cause 1:
Solution 1: If users cannot install the PCL6 printer driver in Novell Zenworks, use Add Printer to install the driver on the client machine and assign the printer port manually.
Unable to print to Novell server from the Windows 9x client.
Cause 1: Printing fails if users log on to a Novell server from a Windows 9x client system and try to print to the printer that is connected to the server.
Solution 1: To be able to print to the server from the client , perform one of the following steps:
  • Install the printer driver on the Windows 9x client using the Add Printer wizard.
  • Do a point-and-print to the Novell server.
  • Manually capture a printer port on the Windows 9x client.
Sharing printer from a Windows 2000 server.
Cause 1:
Solution 1: If the printer needs to be shared from a Windows 2000 server to Windows clients, which include Windows NT 4.0, create two printer queues. One printer queue will serve Windows NT 4.0 clients and the other will serve the remaining Windows OS clients.

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Clearing media jams

The steps to clear media jam in the printer are as follows:
  1. Remove all media from the output tray.
  2. Check the auto-duplex unit or the rear acces panel. To do this, use the following steps:
    1. Push the button on either side of the auto-duplex unit or rear acess panel and remove the unit.

      Figure 1: Removing Auto-Duplex unit

      Figure 2: Removing Rear Access Panel

    2. Locate jammed media inside the printer, hold the media with both hands and pull it out. Pulling the paper out from the front can damage the star wheels.

      Figure 3: Removing Jammed Media

    3. Push the button on the top of the auto-duplex unit and lower the auto-duplex cover after removing the jam. If there is no jam, close the cover.

      Figure 4: Top Flap Button

    4. Reinsert the auto-duplex unit or the rear access panel into the printer.
  3. If media jam cannot be located, lift the output tray and check for a jam in tray 1. Do the following if the media is jammed in tray 1:
    1. Pull out tray 1.
    2. Pull out paper to remove the jam.
    3. Ensure the media is properly aligned in the tray, reinsert the tray and lower the output tray.
  4. Pull out tray 2 if installed and there is no jam in tray 1. If possible, remove the jammed media from tray 2. Otherwise, do the following:
    1. Ensure the printer is turned off, and unplug the power cord from the electrical socket.
    2. Lift the printer off tray 2.
    3. Remove the jammed media from the bottom of the printer or from tray 2.
    4. Reposition the printer on top of tray 2.
  5. Open the top cover and look inside to ensure that no paper remains within the printer. If there is paper inside the printer, free any wrinkled media and pull the sheet towards you through the top of the printer. Do not reach into the printer when the printer is on and the carriage is stuck. When the top cover is opened, the carriage should return to its position on the right side of the printer. If the carriage does not return to the right side, turn off the printer before removing any jam.
  6. Close all covers after clearing the jam. Turn on the printer if it was turned off, and press the Resume button to continue printing.

The printer will continue printing the next page. Resend the jammed page.

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Preventing media jams

The guidelines to avoid paper jams are as follows:
  • Ensure that nothing blocks the paper path.
  • Do not overload the trays.
  • Load paper properly.
  • Do not use curled or crumpled media.
  • Use media that conforms to specifications.
  • Ensure that the output tray is not overly full when sending a job to print.
  • Ensure media is aligned against the right side of the tray.
  • Ensure the length and width guides are adjusted snugly against the media, but do not crinkle or bend it.
  • Ensure tray 2 is properly inserted and the printer and tray are placed on a flat surface.
  • If the tray is extended, do not press the tray extension lock while inserting the tray. Pressing it will cause the tray to retract when pushing in the tray and cause paper jam.

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Aligning the printheads

Whenever a printhead is replaced, the printer automatically aligns the printheads to ensure the best print quality. However, if the appearance of the printed pages indicates that the printheads are misaligned, can align them manually.

The steps to align printheads from the Control Panel are as follows:
  1. Press the Select button on the Control Panel.

  2. Press the Up Arrow button until MAINTENANCE is highlighted, and then press the Select button.

  3. Ensure PRINT QUALITY is highlighted, and then press the Select button.

  4. Ensure ALIGN PRINTHEADS is highlighted, and then press the Select button.

The steps to align printheads from the Embedded Web server are as follows:
  1. Open the Embedded Web Server.

  2. Click the Settings tab.

  3. Click Diagnostic in the left pane.

  4. In the Printheads section , select the option to align printheads from the drop-down list.

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Cleaning the printheads

Clean the printheads only when necessary; cleaning uses ink and shortens the life of the printheads. There are three levels of cleaning available. After one level of cleaning, perform the next level of cleaning only if the results are not satisfactory.

The steps to clean printheads from the Control Panel are as follows:
  1. Press the Select button on the control panel.

  2. Press the Up Arrow button until MAINTENANCE is highlighted, and then press the Select button.

  3. Ensure PRINT QUALITY is highlighted, and then press the Select button.

  4. Press the Up Arrow button until the option to clean printheads is highlighted, and then press the Select button.

The steps to clean printheads from the Embedded Web server are as follows:
  1. Open the Embedded Web Server.

  2. Click the Settings tab.

  3. To clean the printheads, click Diagnostic in the left pane. Then, select the appropriate cleaning level from the drop-down list in the Printheads section.

Printing problems

Printer is not responding

  1. Check printer setup

  2. Check the printhead initialization: When printheads are installed or replaced, the printer automatically prints two alignment pages to align the printheads. This process takes about eight minutes. You can print documents only after the automatic alignment pages have been printed.

  3. Check the printer software installation: If the printer is turned off when printing, an alert message should appear on your computer screen; otherwise, the printer software might not be installed correctly. To resolve this, uninstall the software completely, and then reinstall the printer software.

  4. Check cable connections: Make sure both ends of the cable (USB, parallel, or network) are secure.

Blank page ejected

  1. Check media settings: Make sure the page settings in the printer driver matches the width and length of media loaded in the tray.

  2. Check the parallel port on the computer: When using a parallel cable, make sure the printer is connected directly to the parallel port. Avoid sharing the port with other devices, such as a Zip drive or other printers.

Placement of the text or graphics is wrong

  1. Check how the media is loaded: Make sure the media width and length guides fit snugly against the edges of the stack of media, and make sure the tray is not overloaded.

  2. Check the media size:

    • Content on a page might be cut off if the document size is larger than the media used.

    • Make sure the media size selected in the printer driver matches the size of media loaded in the tray.

    • When using a computer running Windows, select Emulate LaserJet Margins in the printer driver to print Laser Jet formatted document.

  3. Check margin settings: If the text or graphics are cut off at the edges of the page, make sure the margin settings for the document do not exceed the printable area of the printer.

  4. Check the page-orientation setting: Make sure the media size and page orientation selected in the application match the settings in the printer driver.

  5. Check the Preserve Layout setting (Windows): If you are using an auto-duplex unit to do automatic duplex printing, ensure Preserve Layout is selected in the printer driver. Clearing this option may result in unwanted page breaks.

  6. Check the printer location and length of USB cable: If the solutions do not work, the problem may be caused by the inability of the application to interpret print settings properly. See the release notes for known software conflicts; or refer to the application’s documentation, or contact the software manufacturer for specific help.

Printer takes a long time to print

  1. Check the system configuration: Make sure the computer meets the minimum system requirements for the printer.

  2. Check the port setting: The port setting configuration in your system might not be set to ECP. See the documentation that came with the computer for information on how to change the port setting, or contact the computer manufacturer.

  3. Check the printer software settings: The printer prints slower when Best or Maximum dpi is selected as the print quality. To increase the print speed, select different print settings in the printer driver.

Poor print quality and unexpected printouts

  1. Check the printheads and ink cartridges: Replace any clogged or worn printheads or low ink cartridges, and try to print again.

  2. Check the paper quality: The paper might be too moist or too rough. Make sure the media used meets HP specifications, and try to print again.

  3. Check the type of media loaded in the printer:
    • Make sure the tray supports the type of media loaded.
    • Make sure to select the tray in the printer driver that contains the media.
  4. Check the printer location and length of USB cable.

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Printing a Demo Page

Figure 5: Demo Page

A Demo page is used to check the printer setup. This page can be printed without connecting the printer to the computer. HP Business Inkjet 2800 Printer Series prints a Demo page to verify that the printer and printer software are working properly.

The Demo page does not ensure that the computer and printer are properly connected because they are independent of each other. To verify that the printer is connected to the computer correctly or that the printer software is working correctly, print a test page.

A Demo page can be printed from the Control Panel. The steps to print a Demo page from the Control Panel are:
  1. Scroll to the INFORMATION MENU using the Down Arrow button and press the Select button to display the information pages.

  2. Scroll to the PRINT DEMO message and press the Select button to print the page.

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