HP 6500 A Manual

							
Multiple pages are being picked up
• Fan the media before loading.
• Make sure the paper guides are set to the correct markings in the tray for the mediasize you are loading. Also make sure the guides are snug, but not tight, against the
stack.
• Make sure the tray is not overloaded with paper.
• Use HP media for optimum performance and efficiency.
Solve copy problems
If the following topics do not help, see Support and warranty  for information about HP
support.
•
No copy came out
•
Copies are blank
•
Documents are missing or faded
•
Size is reduced
•
Copy quality is poor
•
Copy defects are apparent
•
Error messages appear
No copy came out
• Check the power
Make sure that the power cord is securely connected, and the device turned on.
• Check the status of the device
◦The device might be busy with another job. Check the control-panel display for
information about the status of jobs. Wait for any job that is processing to finish.
◦ The device might be jammed. Check for jams. See 
Clear jams .
• Check the trays
◦Make sure that media is loaded. See 
Load media  for more information.
◦ Check the computer.
To make a copy using an HP Officejet 6500 (E709d) or HP Officejet 6500 (E709r),
the HP All-in-One must be connected to a computer, the computer must be turned
on and you must be logged on, and the software must be installed and running.
Also, the  HP Digital Imaging Monitor  in the Windows Taskbar must be installed
and turned on at all times. On a Macintosh computer, once the software is
installed, it is always available when you turn on the computer.
Solve copy problems 197 
						

							
Copies are blank
•Check the media
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Check the settings
The contrast setting might be set too light. Use the  Copy button on the device control
panel to create darker copies.
• Check the trays
If you are copying from the ADF, make sure that the originals have been loaded
correctly. For more information, see 
Load an original in the automatic document
feeder (ADF) .
Documents are missing or faded
•Check the media
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Check the settings
The quality setting of  Fast (which produces draft-quality copies) might be responsible
for the missing or faded documents. Change to the  Normal or Best  setting.
• Check the original
◦The accuracy of the copy depends on the quality and size of the original. Use the
Copy  menu to adjust the brightness of the copy. If the original is too light, the
copy might not be able to compensate, even if you adjust the contrast.
◦ Colored backgrounds might cause images in the foreground to blend into the
background, or the background might appear in a different shade.
Size is reduced
• The reduce/enlarge or other copy feature might have been set from the device control
panel to reduce the scanned image. Check the settings for the copy job to make sure
that they are for normal size.
• The HP photo and imaging software settings might be set to reduce the scanned image. Change the settings, if needed. See the onscreen Help for the HP photo and
imaging software fo r more information.
Copy quality is poor
•Take steps to improve the copy quality
◦Use quality originals.
◦ Load the media correctly. If the media is loaded incorrectly, it might skew, causing
unclear images. See 
Select print media  for more information.
◦ Use or make a carrier sheet to protect your originals.
• Check the device
◦The scanner lid might not be closed properly.
◦ The scanner glass or lid backing might need cleaning. See 
Clean the device  for
more information.
◦ The ADF might need cleaning. See 
Clean the device  for more information.
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198 Maintain and troubleshoot 
						

							
Copy defects are apparent
•Vertical white or faded stripes
The media might not meet Hewlett-Packard media specifications (for example, the
media is too moist or too rough). See 
Select print media  for more information.
• Too light or dark
Try adjusting the contrast and copy-quality settings.
• Unwanted lines
The scanner glass, lid backing, or frame might need cleaning. See 
Clean the
device  for more information.
• Black dots or streaks
Ink, glue, correction fluid, or an unwanted substance might be on the scanner glass
or lid backing. Try cleaning the device. See 
Clean the device  for more information.
• Copy is slanted or skewed
◦Make sure that the ADF in put tray is not too full.
◦ Make sure that the ADF width adjusters are snug against the sides of the media.
• Unclear text
◦Try adjusting the contrast and copy-quality settings.
◦ The default enhancement setting might not be suitable for the job. Check the
setting and change it to enhance text or photographs, if needed. For more
information, see 
Change the copy settings .
• Incompletely filled  text or graphics
Try adjusting the contrast and copy-quality settings.
• Large, black typefaces look splotchy (not smooth)
The default enhancement setting might not be suitable for the job. Check the setting
and change it to enhance text or photographs, if needed. For more information, see
Change the copy settings .
• Horizontal grainy or white bands in light-gray to medium-gray areas
The default enhancement setting might not be suitable for the job. Check the setting
and change it to enhance text or photographs, if needed. For more information, see
Change the copy settings .
Error messages appear
“Reload document and then reload job”
Press the OK button, and then load the next batch of documents in the ADF. For more
information see 
Load originals .
Solve scan problems
If the following topics do not help, see Support and warranty  for information about HP
support.
NOTE: If you are starting the scan from a computer, see the software Help for
troubleshooting information.
•Scanner did nothing
•
Scan takes too long
Solve scan problems 199 
						

							
•Part of the document did not scan or text is missing
•
Text cannot be edited
•
Error messages appear
•
Scanned image quality is poor
•
Scan defects are apparent
Scanner did nothing
• Check the original
Make sure that the original is placed on the scanner glass correctly. For more
information, see 
Load an original on the scanner glass .
• Check the device
◦The device might be coming out of PowerSave mode after a period of inactivity,
which delays processing a short while. Wait until the device reaches the
READY  state.
◦ If you are using HP Officejet 6500 E709a/E709d, you cannot scan and print at the
same time. The device must finish one job before it can begin another.
Scan takes too long
•Check the settings
◦If you set the resolution too high, the scan job takes longer and results in larger
files. To obtain good results when scanning or copying, do not use a resolution
that is higher than needed. You can lower the resolution to scan more quickly.
◦ If you acquire an image through TWAIN, you can change the settings so that the
original scans in black and white. See the onscreen Help for the TWAIN program
for information.
• Check the status of the device
If you sent a print or copy job before you tried to scan, the scan starts if the scanner
is not busy. However, the printing and scanning processes share memory, which
means that the scan might be slower.
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200 Maintain and troubleshoot 
						

							
Part of the document did not scan or text is missing
•Check the original
◦Make sure that you loaded the original correctly. For more information, see 
Load
originals .
◦ If you scanned the document from the ADF, try scanning the document directly
from the scanner glass. For more information, see 
Load an original on the scanner
glass .
◦ Colored backgrounds can cause images in the foreground to blend into the
background. Try adjusting the settings before you scan the original, or try
enhancing the image after you scan the original.
• Check the settings
◦Make sure that the input media size is large enough for the original that you are
scanning.
◦ If you are using the HP photo and imaging software, the default settings in the HP
photo and imaging software might be set to automatically perform a specific task
other than the one that you are attempting. See the onscreen Help for the HP
photo and imaging software for instructions about changing the properties.
◦ If you are scanning to a memory device, make sure you have selected the exact
media size instead of the  Automatic option.
Text cannot be edited
•Check the settings
◦Make sure that th e OCR software is set to edit text.
◦ When you scan the original,  make sure that you select a document type that
creates editable text. If text is classified as a graphic, it is not converted to text.
◦ Your OCR program might be linked to a word-processing program that does not
perform OCR tasks. S ee the product software Help  for more information about
linking programs.
• Check the originals
◦For OCR, the original must be loaded into the ADF with the top forward and face-
up. Make sure that you loaded the original correctly. For more information, see
Load originals .
◦ The OCR program might not recognize text that is tightly spaced. For example, if
the text that the OCR program converts has missing or combined characters, rn
might appear as m.
◦ The accuracy of the OCR program depends on the image quality, text size, and
structure of the original and the quality of the scan itself. Make sure that your
original has good image quality.
◦ Colored backgrounds can cause images in the foreground to blend too much. Try
adjusting the settings before you scan the original, or try enhancing the image
after you scan the original. If you are performing an OCR operation on an original,
any colored text on the original does not scan well, if at all.
Solve scan problems 201 
						

							
Error messages appear
•Unable to activate TWAIN source or An error occurred while acquiring the
image
◦If you are acquiring an image from another device, such as a digital camera or
another scanner, make sure that the other device is TWAIN-compliant. Devices
that are not TWAIN-compliant do not work with the device software.
◦ Make sure that you have connected the USB Device Cable to the correct port on
the back of your computer.
◦ Verify that the correct TWAIN source is  selected. In the software, check the
TWAIN source by selecting  Select Scanner on the File menu.
• “Reload document and then restart job”
Press the  OK button, and then reload the remaining documents (up to 50 pages) in
the ADF. For more information see 
Load originals .
Scanned image quality is poor
The original is a second-generation photo or picture
Reprinted photographs, such as those in news papers or magazines, are printed by using
tiny dots of ink that make an interpretation of the original photograph, which degrades the
quality. Often, the ink dots form unwanted patterns that can be detected when the image
is scanned or printed or when the image appears on a screen. If the following suggestions
do not solve the problem, you might need to use a better-quality version of the original.
◦ To eliminate the patterns, try reducing the size of the image after scanning.
◦ Print the scanned image to see if the quality is better.
◦ Make sure that the re solution and color settings are correct for the type of scan job.
◦ For best results, use the flatbed scanner for scanning rather than the ADF.
Text or images on the back of a two-sided original appear in the scan
Two-sided originals can bleed text or images from the back side to the scan if the
originals are printed on media that is too thin or too transparent.
The scanned image is skewed (crooked)
The original might have been loaded incorrectly. Be sure to use the media guides when
you load the originals into the ADF. For more information, see 
Load originals .
The image quality is better when printed
The image that appears on the screen is not always an accurate representation of the
quality of the scan.
◦ Try adjusting your computer monitor settings to use more colors (or levels of gray).
On Windows computers, you typically make this adjustment by opening  Display on
the Windows control panel.
◦ Try adjusting the resolution and color settings.
The scanned image shows blots, lines, vertical white stripes, or other defects
◦ If the scanner glass is dirty, the image pr oduced does not have optimum clarity. See
Clean the device for cleaning instructions.
◦ The defects might be on the original and not a result of the scanning process.
Graphics look different from the original
The graphics settings might not be suitable for the type of scan job that you are
performing. Try changing the graphics settings.
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202 Maintain and troubleshoot 
						

							
Take steps to improve the scan quality
◦Use the glass to scan rather than the ADF.
◦ Use high-quality originals.
◦ Place the media correctly. If the media is placed incorrectly on the scanner glass, it
might skew, which causes unclear images. For more information, see 
Load
originals .
◦ Adjust the software settings according to how you plan to use the scanned page.
◦ Use or make a carrier sheet to protect your originals.
◦ Clean the scanner glass. See 
Clean the scanner glass  for more information.
Scan defects are apparent
•Blank pages
Make sure that the original document is placed correctly. Place the original document
face down on the flatbed scanner with the top-left corner of the document located in
the lower-right corner  of the scanner glass.
• Too light or dark
◦Try adjusting the settings. Be sure to use the correct resolution and color settings.
◦ The original image might be very light or dark or might be printed on colored paper.
• Unwanted lines
Ink, glue, correction fluid, or an unwanted substance might be on the scanner glass.
Try cleaning the scanner glass. See 
Clean the device  for more information.
• Black dots or streaks
◦Ink, glue, correction fluid, or an unwanted substance might be on the scanner
glass, the scanner glass might be dirty or scratched, or the lid backing might be
dirty. Try cleaning the scanner glass and lid backing. See 
Clean the device  for
more information. If cleaning does not correct the problem, the scanner glass or
lid backing might need to be replaced.
◦ The defects might be on the original and not a result of the scanning process.
• Unclear text
Try adjusting the settings. Make  sure that the resolution and color settings are correct.
• Size is reduced
The HP software settings might be set to reduce the scanned image. See the product
software Help for more information about changing the settings.
Solve fax problems
This section contains fax setup troubleshooting information for the device. If the device
is not set up properly for faxing, you mi ght experience problems when sending faxes,
receiving faxes, or both.
If you are having faxing problems, you can print a fax test report to check the status of
the device. The test will fail if the device is not set up properly for faxing. Perform this test
after you have completed setting up the device for faxing. For more information, see 
Test
fax setup .
If the test fails, review the report for information on how to fix any problems found. For
more information, see 
The fax test failed .
Solve fax problems 203 
						

							
Try these first if you are having problems with your fax features:
• Check the telephone cord. Try using another telephone cord to see if the problemcontinues.
• Remove other equipment from the HP device. Connect the HP device directly to the wall jack to see if the problem persists.
•
The fax test failed
•
The display always shows Phone Off Hook
•
The device is having problems sending and receiving faxes
•
The device is having problems sending a manual fax
•
The device cannot receive faxes, but can send faxes
•
The device cannot send faxe s, but can receive faxes
•
Fax tones are recorded on my answering machine
•
The phone cord that came with my device is not long enough
•
The computer cannot receive faxes (Fax to PC or Fax to Mac)
•
Sent faxes are blank or have vertical lines
•
Received faxes are blank or have vertical lines
The fax test failed
If you ran a fax test and the test failed, review the report for basic information about the
error. For more detailed information, check the report to see which part of the test failed,
and then review the appropriate topic in this section for solutions to try.
This section contains the following topics:
•
The Fax Hardware Test failed
•
The Fax Connected to Active Telephone Wall Jack test failed
•
The Phone Cord Connected to Correct Port on Fax test failed
•
The Using Correct Type of Phone Cord with Fax test failed
•
The Dial Tone Detection test failed
•
The Fax Line Condition test failed
The Fax Hardware Test failed
Solution:
• Turn off the device by using the  Power button located on the device control panel
and then unplug the power cord from the back of the device. After a few seconds,
plug the power cord in again, and then turn the power on. Run the test again. If
the test fails again, continue reviewing the troubleshooting information in this
section.
• Try to send or receive a test fax. If  you can send or receive a fax successfully,
there might not be a problem.
• If you are running the test from the  Fax Setup Wizard (Windows) or HP Fax
Setup Utility  (Mac OS X), make sure the device is not busy completing another
task, such as receiving a fax or making  a copy. Check the display for a message
indicating that the device is busy. If it is busy, wait until it is finished and in the idle
state before running the test.
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204 Maintain and troubleshoot 
						

							
• Make sure you use the phone cord that came with the device. If you do not usethe supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone cord
that came with the device, run the fax test again.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
• 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 device directly to the telephone wall jack.
After you resolve any problems found, run the fax test again to make sure it passes
and the device is read y for faxing. If the Fax Hardware Test  continues to fail and you
experience problems faxing, 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 Fax Connected to Active Telephone Wall Jack test failed
Solution:
• Check the connection between the telephone wall jack and the device to makesure the phone cord is secure.
• Make sure you use the phone cord that came with the device. If you do not use the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
• Make sure you have correctly connected the device to the telephone wall jack. Using the phone cord supplied in the box with the device, connect one end to your
telephone wall jack, then connect the other end to the port labeled 1-LINE on the
back of the device. For more information on setting up the device for faxing, see
Set up faxing for the device .
• 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 device 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 device 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 device is ready for faxing.
Solve fax problems 205 
						

							
The Phone Cord Connected to Correct Port on Fax test failedSolution: Plug the phone cord into the correct port.
1. Using the phone cord supplied in the box with the device, connect one end to your
telephone wall jack, then connect the other end to the port labeled 1-LINE on the
back of the device.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
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.
Figure 9-1 Back view of the device
1Telephone wall jack
2Use the phone cord supplied in the box with  the device to connect to the 1-LINE port
You might need to connect the supplied phone co rd to the adapter provided for your
country/region.
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 device is ready for faxing.
3. Try to send or receive a test fax.
• Make sure you use the phone cord that came with the device. If you do not use the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone cord
that came with the device, run the fax test again.
You might need to connect the supplied phone cord to the adapter provided for
your country/region.
• 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 device directly to the telephone wall jack.
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 device to connectto the telephone wall jack. One end of the phone cord should be connected to the
Chapter 9
206 Maintain and troubleshoot