Getting Help When Things go Wrong

USB Installation: If you accidentally cancelled the USB installation the first time you connected your Hewlett Packard DeskJet Printer to you computer, follow these instructions to redisplay the USB installation screen:

1. Disconnect the USB cable from your printer
2. Insert the printer software CD (or Disk 1 if you have diskettes) into your computer.
3. Click Start -> Run
4. Browse to the CD or diskette drive. Select Setup, and then click Open.
5. The setup.exe file will appear in the dialog box. Click OK.
6. Select the Remove HP DeskJet 840C Series Software option.
7. Connect the USB cable to your printer again. The USB installation screen should appear again.
8. Continue with Step 8 on your Quick Start Poster.

Printer is not responding: Make sure Windows 98 is running and your computer is connected using a USB cable. If you do not have Windows 98, you need to use a parallel cable.

USB is not enabled

1. In Windows 98, Click Start ->Settings -> Control Panel.
2. Double-click the System icon
3. Click the Device Manager tab.
4. Click the plus (+) icon next to the Universal Serial Bus Controller option. If you see a USB host controller and a USB root hub listed. USB is probably enabled. If you do not see these devices listed, refer to your computer's documentation or contact the manufacturer for more information on enabling and setting up USB.
5. If you cannot enable USB, you can always use a parallel cable to connect your printer's parallel port to your computer.

Cable connections: Make sure your USB cable is connected properly. Disconnect and then reconnect the USB cable from your printer, making sure that it is securely attached.

Printing speed: When operated on a USB chain, your printer may become slower if other USB devices or software applications are being used while you are printing. For optimal print performance, avoid using other devices in the USB chain while printing.

USB hub: If you have connected your printer to a USB hub, and the "Error Writing to USB Port" message appears, your printer isn't getting good data from the other device or hub. Connect the printer directly to the USB port on the computer.

Unknown device: If you get an "Unknown device is found" message when you install the USB software, disconnect the USB cable, uninstall the printer software, and turn off the computer and printer. Unplug the electrical power to the printer, then reconnect your printer and restart the USB software installation (see your Quick Start Poster).

Error writing to LPT1:  You may not have plugged your USB cable in before installing the software. 

1. Disconnect the USB cable from your printer
2. Insert the printer software CD (or Disk if you have diskettes) into your computer.
3. Click Start -> Run.
4. Browse to the CD or diskette drive. Select Setup, and then click Open.
5. The setup.exe file will appear in the dialog box. Click OK.
6. Select the Remove HP DeskJet 840C Series software option to remove the software.
7. Connect the USB cable to your printer again. The USB installation screen should appear again.
8. Repeat the "Install USB and printer software" step. See your Quick Start Poster on page 21 in your electronic User's Guide.

Parts of the document are missing or are in wrong place

Paper orientation: If the printing is positioned incorrectly on the page, make sure you've selected the correct orientation (Portrait or Landscape) on Features tab of the HP print settings box.

Paper size: Make sure you have selected the correct paper size in the Setup tab of the HP print settings box.

Alignment: If the color ink and black ink don't line up on the printed page, align the print cartridges. In the HP Toolbox, click the Print Services tab, and then click Align the Print Cartridges.

Paper Loading: If the printing is slanted or skewed, try reloading the paper. Make sure the paper adjusters fit snugly against the media. 

Margin settings. If text is running off the edge of the page:

1. Make sure the margins are set correctly in your software program.
2. Make sure the elements in your document fit within the printable area of the page.
3. Make sure you've selected the right paper size on the Setup tab of the HP print settings box.

Colors: If the colors are wrong or missing:

1. Clean your tri-color print cartridge. In the HP Toolbox, click the Printer Services tab, and then click Clean the Print Cartridges.
2. Replace the tri-color print cartridge.
3. Check Print in Grayscale to clear this option on the Advanced tab of the HP print settings box.

Communications: If meaningless characters are printing on your page, the computer might have lost communications with your printer. Try turning your computer and printer off and then turn them on again. If the problem persists, make sure all cables are securely attached. If the problem remains re-install the printer drivers by inserting the CD and run setup.exe.

The print quality is poor

Cartridges. If ink is smearing, streaking, or is splotchy:

1. You might need to clean the print cartridges. See the HP Toolbox for instructions.
2. You might need to replace the print cartridges. See the HP Toolbox for instructions.
3. Make sure you have removed the protective piece of vinyl tape from the print cartridges.
4. If the color and black ink aren't lining up on the printed page, go to the HP Toolbox and click Align the Print Cartridges.

Paper. If the printing is faded or the color are dull or bleeding into each other, make sure:

1. you're using paper intended for inkjet printer.
2. you've loaded paper print side down.
3. you have selected the correct paper type on the Setup tab of the HP print settings box.

Ink. You can control the amount of ink on the page by changing the Print Quality.

1. If you have smearing, you may be using too much ink. On the Setup tab of the HP print settings box, click Normal or Draft instead.

Best. You can also reduce the amount of ink by using the Ink Volume slider on the Advanced tab. Try increasing dry time by using the Dry Time Slider of the Advanced tab.

2. You may be printing in Draft  mode. Click Normal or Best on the Setup tab of the HP print settings box.

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Copyright © 2001 ESCO Micros Limited
Last modified: April 15, 2001