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3.Open the print cartridge door.
The print carriage should move to the far right side of the product.
4. Remove the print cartridges and keep them aside carefully.
5. Close the print cartridge door.
6. Disconnect the power cord from the product and wait for 60 seconds.
7. Reconnect the power cord to the product.
8. Turn on the product by pressing the  On button.
9. Open the print cartridge door.
The print carriage should move to the far right side of the product.
10. Reinsert the print cartridges in the appropriate slots.
11. Close the print cartridge door.
12. Load paper in the input tray.
13. If prompted, print a cartridge calibration page, and then scan it.
Cause: The product experienced an error and had to be reset.
If this did not solve the issue, try the next solution.
Solution 7: Contact HP support for service Solution: If you have completed all of the steps provided in the previous solutions
and are still having a problem, contact HP support for service.
Go to: 
www.hp.com/support .
If prompted, choose your country/region, and then click  Contact HP for technical
support.
Cause: You might need assistance to enable the product or software to function
properly.
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Mechanism error
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Clear the paper jam
•
Solution 2: Remove objects that are blocking the print carriage
Solution 1: Clear the paper jam Solution: Clear the paper jam.
For more information, see:
“
Clear paper jams” on page 98
Cause: The product had a paper jam.
If this did not solve the issue, try the next solution.
Solution 2: Remove objects that are blocking the print carriage Solution: Lower the print cartridge door to access the print carriage area. Remove
any objects that are blocking the print carriage, including any packing materials. Turn
off the product and then turn it on again.
Cause: The print carriage was blocked.
Carriage blocked
Solution: Turn off the product and open the print cartridge door to access the print
carriage area. Remove any objects that are blocking the print carriage (including any
packing materials), and then turn on the product again.
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Follow the prompts on the display to continue.
Cause:The print carriage was blocked.
Door open
Solution: Close the print cartridge door.
Cause:The print cartridge door was open.
Firmware revision mismatch
Solution: Contact HP support for service.
Go to: 
www.hp.com/support .
If prompted, choose your country/region, and then click  Contact HP for information
on calling for te chnical support.
Cause: The revision number of the product firmware did not match the revision
number of the software.
Memory is full
Solution: Try making fewer co pies at a time.
Cause: The document you were copying exceeded the memory of the product.
Scanner failure
Solution: Turn off the product and then turn it on again. Restart your computer and
then try to scan again.
If the problem persists, try plugging the power cord directly into a power outlet rather
than a surge protector or power strip. If the problem continues, 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: The product was busy or an unknown cause interrupted your scan.
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Scan errors
Review this section if you receive an error such as one of the following:
• An error occurred communicating with the scanning device.
• The scanning device could not be initialized.
• The scanning device could not be found.
• An internal e rror has occurred.
• The computer cannot communicate with the scanning device.
NOTE: Before starting to troubleshoot, make a copy to verify that the hardware is
functioning correctly. If you cannot make a copy, see  “
Troubleshooting” on page 87
for more troubleshooting information.
Try each of the following solutions separately. After completing the steps for each
solution, try to scan again. If the product still does not work, then go to the next solution.
•
Solution 1: Verify if the software is installed correctly
•
Solution 2: Refresh the Windows Device Manager
•
Solution 3: Verify if the Digital Imaging Monitor is running
•
Solution 4: Check the status of the product in the HP Solution Center
•
Solution 5: Check the power supply
•
Solution 6: Check the USB connection between the product and the computer
•
Solution 7: Try scanning with Windows Image Acquisition (WIA)
•
Solution 8: Disable  the Lexbces service
•
Solution 9: Run the Scan Diagnostic Utility
•
Solution 10: Download and install the unexpected internal error and communications
failure patch
•
Solution 11: Check the USB chipset and controller
•
Solution 12: Uninstall and then reinstall the software
Solution 1: Verify if the software is installed correctly Solution: Verify that the software  was installed correctly. Open the HP Solution
Center and verify that all the icons are present.
If the appropriate buttons for your product (such as  Make Copies) do not appear,
your installation might not be complete, and you might need to uninstall and then
reinstall the software. Do not simply delete the application files from your hard drive.
Make sure to remove them properly using the uninstall utility provided with the
software.
To uninstall and reinstall the software
1. On the Windows taskbar, click  Start, Settings , Control Panel  (or just Control
Panel ).
2. Double-click  Add/Remove Programs  (or click Uninstall a program ).
3. Select  HP Photosmart All-In-One Driver Software , and then click Change/
Remove .
Follow the onscreen instructions.
4. Disconnect the product from your computer.
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5.Restart your computer.
NOTE: It is important that you disconnect the product before restarting your
computer. Do not connect the product to your computer until after you have
reinstalled the software.
6. Insert the product CD-ROM into your computer’s CD-ROM drive and then start
the Setup program.
NOTE: If the Setup program does not appear, locate the setup.exe file on
the CD-ROM drive and double-click it.
NOTE: When the computer is turned on, a software group called the
Terminate and Stay Resident (TSR) programs automatically loads. These
programs activate some of the computer utilities, such as the anti-virus
software, that are not required for the computer to function. Occasionally,
TSRs prevent the HP software from loading so that it does not install properly.
In Windows Vista and Windows XP, use the MSCONFIG utility to prevent TSR
programs and services from starting up.
7. Follow the onscreen instructions and the instructions provided in the Setup Guide
that came with the product.
After you have reinstalled the software, try to scan again.
Cause: The software installation was not complete.
If this did not solve the issue, try the next solution.
Solution 2: Refresh the Windows Device Manager
Solution: Refresh the Windows Device Manager.
To refresh the Windows Device Manager
1. On the Windows taskbar, click  Start, right-click  My Computer , and then click
Properties .
2. Click the  Hardware  tab, and then click  Device Manager.
3. Double-click  Universal Serial Bus Controllers .
4. Click  USB Composite Device , click Action , and then click  Uninstall.
If a screen appears to confirm the deletion, confirm the deletion.
5. Disconnect the USB cable from the product.
6. Wait a few seconds, and then reconnect the cable.
This should restart the Windows device detection (Plug and Play). A  New
Hardware found screen  might appear.
7. Click  Next through all of the screens that appear in the Wizard to install the USB
Composite Device.
8. Click  Finish  to complete the installation.
9. Try to scan again.
10. If these steps do not resolve the problem, try using a different USB cable to
connect the product to the computer.
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Cause:Communication problems between the product and the USB controller
caused this error to occur. This might be caused by an incomplete installation, a USB
cable longer than 3 meters (9.8 feet) in length, or a defective USB cable.
If this did not solve the issue, try the next solution.
Solution 3: Verify if the Digital Imaging Monitor is running
Solution: Verify that the  Digital Imaging Monitor  is running.
To check that the Digital Imaging Monitor is running
1. Look for the  Digital Imaging Monitor  icon in the system tray at the lower right
side of the screen, near the time.
2. If the  Digital Imaging Monitor  icon is not present, restart the computer.
3. After the computer restarts, try to scan again.
Cause: The Digital Imaging Monitor  was not running.
If this did not solve the issue, try the next solution.
Solution 4: Check the status of the product in the HP Solution Center Solution: Check the status of the product in the HP Solution Center.
To check the status of the product
1. On the Windows taskbar, click  Start, Programs  or All Programs , HP , HP
Solution Center .
2. Verify that the product is listed in the  Select Device area or that the appropriate
tab is selected.
3. Click  Status .
If the product is working properly, a me ssage appears indicating your product is
ready.
4. If you receive a  Disconnected error message, then check whether there is
another instance or another tab for the product with a copy number included, such
as HP Photosmart C4400 All-in-One series 2.
5. Select the second instance of the product and repeat steps 2 through 4.
6. Try to scan again.
Cause: There might have been two instances of the product connected to the
HP Solution Center.
If this did not solve the issue, try the next solution.
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Solution 5: Check the power supplySolution: Check the power supply.
To check the power supply
1. Make sure the power cord is firmly connected to both the product and the power
adaptor. Plug the power cord into a power outlet, surge protector, or power strip.
1Power connection
2Power cord and adaptor
3Power outlet
2.Make sure the product is turned on.
3. If the product is not receiving electrical power, connect it to another power outlet.
4. Turn off the product and reset it by disconnecting the power cord.
5. Wait 5 seconds, and plug in the power cord.
6. Turn on the product.
7. Try to scan again.
Cause: The product was not properly connected to a power supply or needed to be
reset.
If this did not solve the issue, try the next solution.
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Solution 6: Check the USB connection between the product and the computerSolution: Check the USB connection between the product and the computer.
To check the USB connection
1. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
2. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
3.Try to scan again.
If the scan fails, continue to the next step.
4. Do one of the following, depending upon how the product is connected to the
computer:
• If the USB cable is connected to a USB hub, try unplugging and replugging
the USB cable into the hub. If that does not work, try turning off the hub and
then turning it on again. Finally, try disconnecting the cable from the hub and
connecting it directly to the computer.
• If the USB cable is connected to a docking station for a laptop, disconnect the cable from the docking station and connect it directly to the computer.
• If the USB cable is directly connected to the computer, try plugging it into another USB port on the computer.
5. If there are other USB devices connected to the computer, disconnect the other
devices, except  for the keyboard and the mouse.
6. Check the USB cable to make sure it is functioning properly.
NOTE: 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.
7. If another USB cable is available, try using that one instead.
8. Restart the computer.
9. After the computer restarts, try to scan again.
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Cause:The product was not properly connected to the computer.
If this did not solve the issue, try the next solution.
Solution 7: Try scanning with Windows Image Acquisition (WIA) Solution: Try scanning with Windows Image Acquisition (WIA) instead of the
HP Solution Center.
To scan using WIA
1. Make sure the product is turned on.
2. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
The USB icon on the cable faces up when the cable is properly connected.
3. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
4.On the Windows  taskbar, click Start, click  Programs  or All Programs , and then
click  Accessories .
5. Click  Imaging .
6. From the Imaging application, click  File and then click  Select Device.
7. Select the product from the TWAIN source list.
8. Click  File, and then click  Scan New.
Imaging for Windows will scan from the product using TWAIN software instead of
the HP Solution Center.
Cause: If you could scan using WIA, this is an indication that there was a problem
with the HP Solution Center. You can continue to use WIA to scan, or try the next
solution.
If this did not solve the issue, try the next solution.
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Solution 8: Disable the Lexbces serviceSolution: Check if the  Lexbces service is started, and disable it.
If a Lexmark or Dell all-in-one device is connected with a USB cable to a computer
where product is installed, the HP software might not scan because the  Lexbces
service is running.
NOTE: This solution only applies if you have a Lexmark or Dell all-in-one.
To check for and disable the service
1.Log into Windows as an Administrator.
2. Press the  Ctrl + Alt  + Delete  to open the  Task Manager .
3. Click the  Processes  tab.
4. If the Lexbceserver service is listed in the  Image Name list, disable it.
To disable the service
a . On the Windows taskbar, click  Start, right-click  My Computer , and then click
Manage .
The  Computer Management  appears.
b . Double-click  Services and Applications , and then double-click Services.
c . In the right pane, right-click  Lexbceserver, and then click  Properties.
d .On the  General tab , in the Service status  area, click Stop.
e .From the  Startup type  drop-down menu, select  Disabled, and then click
OK .
f . Click  OK to close the dialog box.
5. Backup the Registry.
CAUTION: Incorrectly editing the registry might severely damage your
system. Before making changes to the re gistry, back up valuable data on the
computer.
To back up the Registry
a . On the Windows taskbar, click  Start.
b . Depending on your operating  system, do one of the following:
• In Windows Vista: In  Start Search, type regedit , and then press
Enter .
When the User Account Control dialog box appears, click  Continue.
• In Windows XP: Click  Run. When the  Run dialog box appears, type
regedit , and then press  Enter.
The  Registry Editor  appears.
c .In the  Registry Editor , select My Computer .
d .With  My Computer  highlighted, click  File, and then click  Export.
e . Browse to a storage location that is easy for you to remember; for example:
My Documents  or Desktop .
f .In the  Export Range  area, select All.
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