HP Officejet Pro 8600 User Manual

							 Disconnect the answering machine and then try receiving a fax. If faxing is
successful without the answering machine, the answering machine might
be causing the problem.
 Reconnect the answ ering machine and record your outgoing message
again. Record a message that is  approximately 10 seconds in duration.
Speak slowly and at a low volume  when recording your message. Leave at
least 5 seconds of silence at the end of the voice message. There should
be no background noise when recording this silent time. Try to receive a fax
again.
NOTE: Some digital answering machines  might not retain the recorded
silence at the end of your outgoing message. Play back your outgoing
message to check.
• If the printer shares the same phone line with other types of phone equipment, such as an answering machine, a computer dial-up modem, or a multi-port
switch box, the fax signal level might be reduced. The signal level can also be
reduced if you use a splitt er or connect extra cables to exte nd the length of your
phone. A reduced fax signal can cause problems during fax reception.
To find out if other equipment is causing a problem, disconnect everything
except the printer from the phone line, and then try to receive a fax. If you can
receive faxes successfully without the other equipment, one or more pieces of
the other equipment is causing problems; try adding them back one at a time
and receiving a fax each time, until you identify which equipment is causing the
problem.
• If you have a special ring pattern for  your fax phone number (using a distinctive
ring service through your  telephone company), make sure that the Distinctive
Ring  feature on the printer is set to match. For more information, see 
Change
the answer ring pattern for distinctive ring.
Solve fax problems 127
 
						

							The printer cannot send faxes, but can receive faxesSolution:
• The printer might be dialing too fast or too soon. You might need to insert somepauses in the nu mber sequence. For example, if you need  to access an outside
line before dialing the phone number, insert a pause following the access
number. If your number is 95555555, and 9 accesses an outside line, you might
insert pauses as follows: 9-555-5555. To enter a pause in the fax number you
are typing, touch the  Space (#) button repeatedly, until a dash ( -) appears on
the display.
You can also send the fax using monitor dialing. This enables you to listen to
the phone line as you dial. You can set the pace of your dialing and respond to
prompts as you dial. For more information, see 
Send a fax using monitor
dialing.
• The number you entered when sending the fax is not in the proper format or the receiving fax machine is having problems. To check this, try calling the fax
number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax machine might not be turned on or connected, or a voice mail
service could be interfering with the recipient's phone line. You can also ask the
recipient to check the receiving fax machine for any problems.
Fax tones are recorded on my answering machine
Solution:
• When you have an answering machine on the same phone line you use for faxcalls, try connecting the an swering machine directly to  the printer as described
in 
Case I: Shared voice/fax line  with answering machine. If you do not connect
the answering machine as recom mended, fax tones might be recorded on your
answering machine.
• Make sure the printer is set to receive faxes automatically and that the  Rings
to Answer  setting is correct. The  number of rings to answer for the printer
should be greater than  the number of rings to answer for the answering
machine. If the answering machine and the printer are set to the same number
of rings to answer, both devices answer the call and fax tones are recorded on
the answering machine.
• Set your answering machine to a low number of rings and the printer to answer in the maximum number of rings  supported. (The maximum number of rings
varies by country/region.) In  this setup, the answering machine answers the call
and the printer monitors the line. If  the printer detects fax tones, the printer
receives the fax. If the call is a vo ice call, the answering machine records the
incoming message. For more information, see 
Set the number of rings before
answering.
The phone cord that came with my printer is not long enough
Solution: If the phone cord that came with the printer is not long enough, you can
use a coupler to extend the length. You can purchase a coupler at an electronics
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							store that carries phone accessories. You also need another phone cord, which
can be a standard phone cord that you might already have in your home or office.
TIP:If the printer came with a 2-wire phone cord adaptor, you can use it with
a 4-wire phone cord to extend the length. For information on using the 2-wire
phone cord adaptor, see the documentation that came with it.
To extend your phone cord
1. Using the phone cord supplied in the box with the printer, connect one end to
the coupler, then connect the other end to the port labeled 1-LINE on the back
of the printer.
2. Connect another phone cord to the open port on the coupler and to the
telephone wall jack.
Color faxes do not print
Cause: The Incoming Fax Printing option is turned off.
Solution: To print color faxes, make sure that the Incoming Fax Printing option in
the printer control panel is turned on.
The computer cannot receive faxes (Fax to PC and Fax to Mac)
Cause: The computer selected to receive faxes is turned off.
Solution: Make sure the computer selected to receive  faxes is switched on at all
times.
Cause: Different computers are  configured for setup and  receiving faxes and one
of them may be switched off.
Solution: If the computer receiving faxes is  different from the one used for setup,
both computers should be switched on at all times.
Cause: Fax to PC or Fax to Mac is not  activated or the computer is not
configured to receive faxes.
Solution: Activate Fax to PC or Fax to  Mac and make sure the computer is
configured to receive faxes.
Solve problems using Web Services and HP websites
This section provides solutions to common problems using Web Services and HP
websites.
•
Solve problems using Web Services
•
Solve problems using HP websites
Solve problems using Web Services and HP websites 129
 
						

							Solve problems using Web Services
If you are having problems using Web Services, such as HP ePrint and Printer Apps,
check the following:
• Make sure the printer is connected to the Internet using an Ethernet or wirelessconnection.
NOTE: You cannot use these web features if the printer is connected using a
USB cable.
• Make sure the latest product updates have been installed on the printer. For more
information, see 
Update the printer.
• Make sure Web Services is enabled on t he printer. For more information, see 
Set
up Web Services using the printer’s control panel.
• Make sure the network hub, switch, or  router is turned on and working correctly.
• If you are connecting the printer using an Ethernet cable, make sure you are not connecting the printer using  a phone cord or a crossove r cable to connect the
printer to the network and that the Et hernet cable is securely connected to the
printer. For more information, see 
Solve wired (Ethernet) network problems.
• If you are connecting the  printer using a wireless connection, make sure the
wireless network is functioning  properly. For more information, see 
Solve wireless
problems.
• If you are using HP ePrint, check the following:  Make sure the printer’s email address is correct.
 Make sure that the printer’s email address  is the only address listed in the “To”
line of the email message. If other email addresses are listed in the “To” line,
the attachments you are sending might not print.
 Make sure you are sending documents that meet the HP ePrint requirements. For more information, see 
Web Services specifications.
• If your network uses proxy sett ings when connecting to the Internet, make sure the
proxy settings you are entering are valid:
 Check the settings being used by the Web browser you are using (such as Internet Explorer,  Firefox, or Safari).
 Check with the IT administrator or person who set up your firewall. If the proxy settings used by your firewall have changed, you must update
these settings in either the printer’s control panel. If these settings are not
updated, you will not be able to use Web Services.
For more information, see 
Set up Web Services using  the printer’s control
panel.
TIP:For additional help setting up and using Web Services, visit ePrintCenter
(
www.eprintcenter.com).
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							Solve problems using HP websites
If you are having problems using HP websites from your computer, check the following:
• Make sure the computer that you are using is connected to the Internet.
• Make sure the web browser meets the minimum system requirements. For more
information, see 
HP website sp ecifications.
• If your web browser uses any proxy settings to connect to  the Internet, try turning
off these settings. For more information, see the documentation provided with your
web browser.
Solve HP Digital Solutions problems
TIP: You can visit the HP online support website at www.hp.com/go/customercare
for information and utilities that can help you correct many common printer
problems.
This section covers the fo llowing topics:
•
Solving HP Direct Digital Filing problems
•
Solving HP Digital Fax problems
Solving HP Direct Digital Filing problems
This section covers the fo llowing topics:
•
Common problems
•
Unable to scan to network folder
•
Unable to scan to email
•
The sharing dialog box is different after setting up HP Direct Digital Filing
(Windows)
Common problems
Scanned images are incorrectly cropped when scanning using Automatic paper
size
Use the correct paper size if available, and only use Automatic when using small
media/photos.
The printer is not set up correctly on the network
Make sure that the printer is set up  properly and connected to the network:
• Try printing a document using the printer.
• Check the network settings for the printer  and make sure it has a valid IP address.
• PING the printer and make sure that it is responding. For more information, see the documentation for your operating system.
Solve HP Digital Solutions problems 131
 
						

							• If you are connecting the printer using an Ethernet cable, make sure you are notconnecting the printer using  a phone cord or a crossove r cable to connect the
printer to the network and that the Et hernet cable is securely connected to the
printer. For more information, see 
Solve wired (Ethernet) network problems.
• If you are connecting the  printer using a wireless connection, make sure the
wireless network is functioning  properly. For more information, see 
Solve wireless
problems.
The server name cannot be found or resolved
Connection to the server might fail if the server name provided during setup cannot be
resolved to a specific IP address.
• Try to use the IP address of the server.
• When using DNS, be sure to do the following:  Try to use full DNS names.
 Make sure th e DNS server is set up correctly on the printer.
TIP:If you have recently changed the DNS settings, turn off and then turn on the
printer.
For more information, contact your network administrator or the person who set up
your network.
Unable to scan to network folder
NOTE: HP Direct Digital Filing does not support Active Directory.
The computer where th e network folder is located is turned off
Make sure the computer where the network fol der is stored is turned on and connected
to the network.
The network folder has not  been set up correctly
• Make sure the folder is crea ted on the server. For more information, see the
documentation available for your operating system.
• Make sure the folder has been shared and that users can both read and write to the folder. If you are using a Macint osh computer, make sure you have enabled
SMB sharing. For more information, see the documentation available for your
operating system.
• Make sure the folder name uses only the letters or characters supported by the operating system. For more information, see the documentation available with the
operating system.
• Make sure the folder name is entered in  the correct format in the HP software. For
more information, see the information in the wizard or the setup assistant.
• Make sure the valid username and pa ssword have been entered. For more
information, see the information in the wizard or the setup assistant.
The disk is full
Make sure the server containing  the network folder has sufficient  free disk space.
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							The printer cannot create a unique filename using the assigned prefix and suffix
or the filename prefix has not been set up correctly
• The printer can create up to 9,999 files using the same prefix and suffix. If you have scanned many files to a folder, change the prefix.
• Make sure the filename prefix uses only the  letters or characters supported by the
operating system. For more information, see the documentation available with the
operating system.
Unable to scan to email
NOTE: Scan to Email is only  supported by HP Officejet Pro 8600 Plus and HP
Officejet Pro  8600 Premium.
The email profile has not been set up correctly
Make sure the valid outgoing SMTP server settings have been  specified in the HP
software. For more informati on about the SMTP server settin gs, see the documentation
provided by your ema il service provider.
Email messages are sent to some recipients but not to others when sending to
multiple recipients
The email addresses might no t be correct or might not be recognized by the email
server. Make sure that the email addresses for all email recipients have been entered
correctly in the HP software. Check your email Inbox  for any delivery notification failure
messages from the email server.
Sending large email messages
Some email servers have  been configured to reject email messages larger than a pre-
determined size. To determine if your email server has a maximum file-size limit, see
the documentation provided by your email service provider. If the email server does
have such a limit, change the maximum email attachment size for the outgoing email
profile to a value smaller than that of the email server.
The sharing dialog box is different after setting up HP Direct Digital Filing
(Windows)
If you are using a computer running Windows XP, you can set up folders using Simple
File Sharing (SFS). A folder  set up using SFS is shared anonymously: it does not
require a username or password, and all users can read and write to the folder. Also,
the dialog box used to enable sharing is  different from the standard, Windows sharing
dialog box.
However, to ensure that data sent from the printer is  secure, the Scan to Network
Folder Wizard does not supp ort SFS, and the computer displays the standard sharing
dialog box instead of the SFS dialog box. For more information, see the documentation
available for your operating system.
Solving HP Digital Fax problems
NOTE: Fax to Network Folder does not support Active Directory.
Solve HP Digital Solutions problems 133
 
						

							NOTE:Fax to Email is only supported by HP Officejet Pro 8600 Plus and HP
Officejet Pro  8600 Premium.
The computer where th e network folder is located is turned off
If you are using Fax to Network Fol der, make sure the computer selected to receive
faxes is switched on at all times  and connected to the network.
The network folder has not  been set up correctly
If you are using Fax to Network Folder, verify the following:
• Make sure the folder is crea ted on the server. For more information, see the
documentation available for your operating system.
• Make sure the folder has been shared and that users can both read and write to the folder. If you are using a Macint osh computer, make sure you have enabled
SMB sharing. For more information, see the documentation available for your
operating system.
• Make sure the folder name uses only the letters or characters supported by the operating system. For more information, see the documentation available with the
operating system.
• Make sure the folder name is entered in  the correct format in the HP software. For
more information, see the information in the wizard or the setup assistant.
• Make sure the valid username and pa ssword have been entered. For more
information, see the information in the wizard or the setup assistant.
Error conditions are interfering with HP Digital Fax
If the printer has been configured to print incoming faxes but is out of paper, load paper
in the input tray or resolve the error condition. After the incoming faxes are printed,
they are saved to  the network folder  or forwarded to the de signated email address
once printed.
The internal memory is full
If the internal memory in the printer is full, you cannot send or receive faxes. If the
memory is full because too many unsaved faxes have been stored, follow the
instructions on the printer’s control panel.
CAUTION: Clearing the fax log and the internal memory deletes any unsaved
faxes stored in the printer’s memory.
Incorrect date and time on faxes
If you are in a country/region that is observing Daylight Savings Time, the time stamp
for faxes might not always re flect the accurate time for your  local time zone. In addition,
the default filename of faxes archived (which includes a time stamp) might also be
affected.
To see the correct times when faxes are received, print the fax log from the printer
control panel.
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							To enable the correct time to be reported on faxes during Daylight Savings Time, use
the EWS to manually change the  time zone used by the printer to one that reflects the
correct time:
 Open the EWS. For more information, see 
To open the embedded web server.
 Click the  Settings tab, and then, under  Preferences, click Time Zone .
 Select the time zone t hat corresponds to the correct time (typically a time zone that
is one hour ahead of yours).
NOTE: When your country/regio n returns to Standard Time, change the time zone
to reflect your time zone.
Solve memory device problems
TIP: You can visit the HP online support website at www.hp.com/go/customercare
for information and utilities that can help you correct many common printer
problems.
NOTE: If you are starting a memory device  operation from a computer, see the
software Help for troubleshooting information.
•The printer cannot  read the memory device
•
The printer cannot read photos on the memory device
The printer cannot read the memory device
• Check the memory device
 Make sure that the memory device is one of the support ed types. For more
information, see 
Memory device specifications.
 Some memory devices have a switch that controls how they can be used. Make sure that the switch is set so that th e memory device can be read.
 Inspect the ends of the  memory device for dirt or material that closes a hole or
spoils a metal contact. Clean the cont acts with a lint-free cloth and small
amounts of isopropyl alcohol.
 Make sure that  the memory device is working correctly by testing  it with other
devices.
• Check the memory device slot
 Make sure that  the memory device is fully inserted into the correct slot. For
more information, see 
Insert a memory device.
 Remove the memory card (when the light is not blinking) and shine a flashlight into the empty slot. See if any of the small pins inside are bent. When the
printer is off, you can straighten slightly bent pins by using the tip of a thin,
retracted ballpoint pen. If a pin has bent in such a way that it touches another
pin, replace the memory card reader or ha ve the printer serviced. For more
information, see 
HP support. This website provides information and utilities that
can help you correct many common printer problems.
 Make sure that only one memory device has been inserted at a time in the slots. An error message should appear on the control-panel display if more than
one memory device is inserted.
Solve memory device problems 135
 
						

							The printer cannot read photos on the memory device
Check the memory device
The memory device might be corrupt.
Solve wired (Ethernet) network problems
TIP:You can visit the HP online support website at www.hp.com/go/customercare
for information and utilities that can help you correct many common printer
problems.
If you are unable to  connect the printer to your wired  (Ethernet) network, perform one
or more of the following tasks.
NOTE: After correcting any of the following, run the installation program again.
•General network troubleshooting
General network  troubleshooting
If you are unable to install the HP software provided with the printer, verify that:
• All cable connections to the computer and the printer are secure.
• The network is operational and the network hub, switch, or router is turned on.
• All applications, inclu ding virus protection programs,  spyware protection programs,
and firewalls, are cl osed or disabled for com puters running Windows.
• The printer is installed on the same subnet as the computers that use the printer.
If the installation program cannot discover the printer, print the network configuration
page, and enter the IP  address manually in the insta llation program. For more
information, see 
Understand the network configuration page.
Solve wireless problems
This section provides information about  solving problems you might encounter when
connecting the printer to  your wireless network.
Follow these suggestions in order, starting with those listed in the "Basic wireless
troubleshooting" section. If you still encounter problems, follow the suggestions
provided in the "Advanced wireless troubleshooting" section.
This section contains the following topics:
•
Basic wireless troubleshooting
•
Advanced wireless  troubleshooting
•
After resolving the problems
•
Wireless Direct Printing
•
Update the printer
TIP: For more information about troubleshooting wireless problems, visit
www.hp.com/go/wirelessprinting.
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