User Guide

Troubleshooting: HP DeskJet 610 Series Printer User's Guide

When Problems Occur • The HP Toolbox • Solving Common Problems • HP Customer Care

When Problems Occur

When problems occur, the quickest way to find a solution is to use the troubleshooting feature in the HP Toolbox. With a few clicks of the mouse button, you'll find your specific problem and details on how to fix it.

The HP Toolbox

For each Windows system, here are a couple of places to find it.

Windows 95, Windows 98, and Windows NT 4.0

• Double-click the HP Toolbox shortcut icon. This shortcut is always on your desktop.

-OR-

• Click the HP Toolbox icon in the taskbar. The icon is displayed in the taskbar when the HP Toolbox is open and you're printing.

Windows 3.1x

• Double-click the HP Toolbox icon in the HP DeskJet Utilities group in the Program Manager.

-OR-

• Double-click the HP Toolbox icon. It's on your desktop when you start your computer.

Once you're in the HP Toolbox...

1. Click the Troubleshooting tab.
2. Click the appropriate category.
3. Click on the description of the problem.
4. Click to further explore possible solutions.

Solving Common Problems

The text or graphics are in the 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 the Features 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 Printer Services tab, and then click Align the print cartridges.

Paper Loading. If the printing is slanted or skewed, try reloading the paper.

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

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

The print quality is poor

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

• You might need to clean the print cartridges. See the HP Toolbox for instructions.
• You might need to replace the print cartridges. See the HP Toolbox for instructions.

Paper. If the printing is faded or the colors are dull or bleeding into each other, make sure you're using paper intended for inkjet printers and that you've loaded the paper print side down.

Ink. You can control the amount of ink on the page by changing the Print Quality (on the Setup tab of the HP print settings box).

A blank page came out of the printer

Tape. Make sure you've removed the protective pieces of tape on the print cartridges.

Default printer. Make sure you've selected the HP DeskJet 610C Series printer as the default printer. To check your default printer, click the Troubleshooting tab in the HP Toolbox, and then click A blank page came out. Follow the instructions under Wrong printer selected to make sure your printer is selected as the current or default printer.

Ink. You might have run out of ink. Replace the cartridges.

Something on the page is wrong or missing

Margin settings. If the printing is cut off around the edges, check your software application:

• The correct margins are set.
• The elements are scaled correctly.

Colors. If the colors are wrong or missing

• Clean your tri-color print cartridge. In the HP Toolbox, click the Printer Services tab, and then click Clean the print cartridges.
• Replace the tri-color print cartridge.See the online help for instructions.
• Clear the Print in Grayscale option on the Color tab of the HP print settings box.

Communications. If meaningless characters are printing on your page, the computer might have lost communication 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 plugged in tightly.

No page came out of the printer

Be patient. Complex documents, such as color photographs, take a while to print. Check the power light; if it's blinking, the printer is processing information.

Power. Make sure the printer is on (the power light on the front of your printer should be on) and that all connections are firm.

Cover. Make sure the top cover of the printer is closed.

Paper. Make sure you put the paper in the lower (IN) tray correctly.

Print cartridges. Make sure both print cartridge cradles contain properly installed cartridges with the correct HP part number.

HP Customer Care

HP Customer Care Online

Click your way to a quick solution!

A great place to go for answers to questions about HP products is HP Customer Care Online at http://www.hp.com/support/home_products. You'll get instant access to everything from helpful printing tips to the latest product and software updates--24 hours a day, seven days a week.

Printer software (also referred to as a printer driver) allows your printer to talk with your computer. HP provides printer software and software upgrades for Windows 3.1x, Windows 95, Windows 98, and Windows NT 4.0. For MS-DOS printer software, contact the manufacturer of your software program.

You have several options for getting printer software:

• Download the printer software by accessing HP Customer Care Online, CompuServe,
  or America Online.
• If you do not have a CD drive, you can copy the printer software to floppy disks by taking your printer software CD to your HP dealer or a friend that has a CD drive. Be sure to take along at least 6 blank diskettes. To create the floppy disks, insert the printer software CD and select Make diskettes of your printer software when the opening screen appears and follow the instructions on the screen.
• If you are in the U.S., and do not have a CD drive, you can order the software on 3.5 inch disks by calling (661) 257-5565.
• If you are in the U. S. and need software, you can order it by calling (661) 257-5565. Software upgrades are available for a nominal fee.
• If you are outside the U.S. and cannot download the driver from HP Customer Online, call your nearest HP Customer Care Center.

HP Customer Care User Forums

They're friendly. They're informative. Check out our online community user forums. Simply review existing messages left by other HP users to find the answers you're looking for. You can also post your questions, then check back later for ideas and suggestions from knowledgeable users and system operators. Access the user forums directly from http://www.hp.com/support/home_products.

HP Customer Care by Fax

When you want the facts--and you want them fast--call HP FIRST, our automated faxback service. Dial (800) 333-1917 (U.S. only) from any touch-tone phone, listen to your choices, then select the support document that matches your specific need. You may request up to three documents per call, and we'll fax them to you right away. HP FIRST is a free service, so call anytime--24 hours a day, seven days a week.

HP Customer Care Repair

If your printer is ever in need of repair, simply call the HP Customer Care Center. A trained service technician will diagnose the problem and coordinate the repair process for you. This service is free of charge during the printer's standard warranty period. Beyond the warranty period, you will be quoted a repair cost.

HP Customer Care By Phone

• HP Customer Care Audio Tips
  For fast and simple solution steps to commonly asked DeskJet questions, try our automated support line at (877) 283-4684. (U.S. only)
• HP Customer Care Technical Assistance.

  To speak with someone for online technical assistance, call one of the following numbers.

Africa/Middle East	41 22/780 41 11
Argentina	541781-4061/69
Australia	61 3 92728000
Austria	43 (0) 660 6386
Belgium (Dutch)	32 (0) 2 62688 06
Belgium (French)	32 (0) 2 6268807
Brazil	55 11 709-1444
Canada: Toll Free	(877) 621-4722
China	86 10 6505 3888-5959
Czech Republic	42 (2) 471 7321
Denmark	45 (0) 39 294099
Finland	358 (9) 2034 7288
France	33 (0) 143623434
Germany	49 (0) 180 5258 143
Greece	30 1 689 64 11
Hong Kong	(800) 96 7729
Hungary	36 (1) 252 4505
India	91 11 682 60 35
Indonesia	6221 350 3408
Ireland	353 (0) 1662 5525
Isreal	972-9-9524848
Italy	39 (0) 2 264 10350
Japan, Tokyo	81 3 3335-8333
Japan, Osaka	81 6 838 1155
Korea	82 2 3270 0700
Malaysia	03 2952566
Mexico D.F.	326 46 00
Mexico, Guadalajara	669 95 00
Mexico, Monterey	378 42 40
Middle East/Africa	41 22/780 41 11
Netherlands	31 (0) 20 606 8751
New Zealand	(09) 356-6640
Norway	47 (0) 22 116299
Philippines	65 272 5300
Poland	48 22 519 06 00
Portugal	351 (0) 144 17 199
Russia	7095 923 50 01
Singapore	65 272 5300
Spain	34 (9) 02321 123
Sweden	46 (0) 8 6192170
Switzerland	41 (0) 84 8801111
Taiwan	886 2-2717-0055
Thailand	(66-2) 661 4011
Turkey	90 1 224 59 25
United Kingdom	44 (0) 171 512 5202
U.S.	(900) 555-1500
Venezuela	58 2 239 5664

Before placing a call for help, please make sure that:

• You have checked the setup poster and the HP toolbox for installation troubleshooting tips.
• You are seated in front of your computer with your printer nearby.
• You have the following information available:
  • The printer's serial number (the label is on the back of the printer).
  • The printer's model number (the label is on the front of the printer).
  • The model of the computer.
  • The version of the printer driver and software program (if applicable).

After the Warranty

• You can still get help from HP for a fee. Prices are subject to change without notice. (Online help is always available for free!)
• For quick questions in the United States only, call (900) 555-1500. The charges are $2.50 per minute and begin when you connect with a support technician.
• For calls from Canada, or for calls in the U.S. that you anticipate might be longer than ten minutes in length, call (800) 999-1148. The fee is US $25 per call, charged to your Visa or MasterCard.
• If during your phone call, it is determined that your printer requires repair, and you are within your printer's hardware warranty period, HP will pay for your phone charges.

Extended Warranty Options

If you would like to extend your printer coverage beyond the factory warranty period, you have the following options.

• Consult your HP dealer to get extended coverage.
• If your HP dealer does not offer service contracts, please call Hewlett-Packard directly and ask about our service agreement offering. In the U.S. call (800) 446-0522; in Canada call (800) 268-1221. For service agreements outside the U.S. and Canada, contact your local HP Sales Office.

A Note About Letters

If you need help from a technical support person, we recommend that you call us while you're in front of your computer and printer, rather than writing a letter to us. That way we can help you with your questions immediately!