HP Officejet r40, Officejet r45, Officejet r65 Customer Care Guide

contents

Customer Care Guide

HP OfficeJet R Series

©Copyright He wlett -Pac kard C ompany 1 999
All rights are reserve d. No part of the

document may be photocopied, reproduced,
or translated to anoth er langua ge without the
prior written consent of Hewlett-Packard
Company.

Publication num ber: C6680-90176
First edition: January 1999
Printed in U.S.A., Germany, or Singapore

Acknowledgments

AGaramond, Garamond, Adobe™ and
PhotoDeluxe Busine ss Editi on are regi ste red
trademarks of Adobe System s, Incorpora ted,
which may be registered in certain
jurisdictions.

MS-DOS® and Windows® are registered
trademarks of Micr osoft Corporation.

Intel® and Pen t iu m® are reg i s t er ed
trademarks of Inte l Corporation.

Notice

The information co ntained in this document
is subject to cha nge without notice and
should not be construed as a commitment by
the Hewlett-Packard Company.

Hewlett-Packard assumes no
responsibility for any errors that may
appear in this document, nor does it
make expressed or implied warranty
of any kind with regard to this
material, including, b ut not limited to,
the implied warranties of
merchantability and fitne ss for a
particular purpose.

Company shall not be liable for incidental or
consequentia l damages in c onnection wit h, or
arising out of the fu rnishi ng, perform ance , or
use of this document and the program
mate r ial which it de scrib es.

The Hewlett-Packard

Note

: Regulatory informa tion can be found in

Chapter 6 of the

Customer Care Guide

HP OfficeJet R Series

.

It is not la wful in man y places to make copi es
of the followin g i tems. When i n d oubt , che ck
with a legal representative first.

◆

Governmental paper or documents:

- Passports

- Immigration papers

- Selective service papers

- Identification badges, cards, or i n signias

◆

Governmental stamps:

- Postage stamps

- Food stamps

◆

Checks or dr afts drawn on Governmental
agencies

◆

Paper currency, trav eler’s checks, or money
orders

◆

Certificates of deposit

◆

Copyrigh ted works

contents

Chapter 1 — Getting Help

HP Multimedi a Product Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

HP Scanning Coach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

HP OfficeJet R Series Toolbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

HP OfficeJet Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

HP PrecisionScan Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Read about ECP and Readme Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Internet Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Adobe PhotoDeluxe Business Edition Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Chapter 2 — Support Services

Get Help from HP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Online Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

HP Distribution Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

HP FIRST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

HP Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Prepare Your HP OfficeJet for Shipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Calling in the U.S. During Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Calling in the U.S. Post-Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Calling Elsewhere in the World . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Getting Help for Adobe PhotoDeluxe Business Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7

Chapter 3 — Troubleshooting and Maintaining Your HP O fficeJet

Cleaning the Exterior Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Cleaning the Glass . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

How to Clear a Paper Jam in the ADF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

How to Clear a Paper Jam in the Main Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Paper Jam with Front-Panel Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Paper Jams in the Back of the Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

How to Use the Self-Test Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

How to Clean Cartridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

Front-Panel Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

On-Screen Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Additional Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

Chapter 4 — Adding and Removing Software Programs

Removing Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Removing HP OfficeJet R Series Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Reinstalling Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Installing the Office 97 Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

HP OfficeJet R Series Customer Care Guide

iii

Chapter 5 — Hewlett-Packard Limited Warranty

HP Year 2000 (Y2K) Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

For Consumer Products Distributed Through Resellers . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Warranty Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Express Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Warranty Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Returning Your HP OfficeJet for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Chapter 6 — Technical Information

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Hewlett-Packard Software Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Adobe PhotoDeluxe Business Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Print Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Print Speed and Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Print Margins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Scan Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Copy Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Copy Speed and Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Copy Margins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Paper Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Paper-Tray Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Paper Sizes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Automatic Document Feeder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Power Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Environmental Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Physical Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Ordering Accessories and Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Regulatory Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6

Declaration of Conformity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7

iv Contents

Getting Help

Your HP OfficeJet includes several resourc es to help you ge t started and use
the product to full advantage. This chapter describes the types of help
available.

HP Multimedia Product Tour

The tour give s you a bri ef int roduction t o the pro duct and it s capabili ties. You
can run the tour from either t he HP OfficeJet R Series fol der or Toolbox . You
will need the CD-ROM. For more informati on, s ee the

Setup Guide.

1

HP OfficeJe t R Series

HP OfficeJet R Series Customer Care Guide 1-1

HP Scanning Coach

The HP OfficeJet Scanning Coach is an online guide that “coaches ” you
through your first scan. When you start a scan, the Scanning Coach appears
with step-by-step instructions to help you complete your first scan
successfully.

The Scanning Coach al so gives you:

◆ Hints and tips for imp r oving your scan.

◆ Answers to frequently asked questions.

◆ Definitions of scanning terms.

◆ Links to selecte d HP OfficeJet R Series online Help topics.

◆ General ove rview of how to create business cards, brochures, and flyers.

Once you learn how to scan, you can turn off the Scanning Coach from the
HP PrecisionScan Help menu. You can also run the Scanning Coach at any
time from the Help menu.

1-2 Getting Help

Online Help

Your HP OfficeJet includes severa l types of online Help.

HP OfficeJet R Series Toolbox

The Toolbox provides general information about your HP OfficeJet. It
contains sections for printing, scanning and copying procedures. The
Welcome and Services tabs provi de basic suppor t and ope ration information .

The toolbox also includes a Trou bleshooting ta b. When problems occur, look
for a description of the particular symptoms you are experi enc ing, and you
will find details on how to fix it.

You can access the Toolbox fr om the HP OfficeJet R Series folder or by
double-clicking the OfficeJet R Series Tool box icon on your desktop.

HP OfficeJet R Series Customer Care Guide 1-3

HP OfficeJet Help

You can access HP OfficeJet R Series Help from the Help menu of select ed
word processor, spreadsheet, and presentation programs.

HP PrecisionScan Help

The main HP PrecisionSca n dialog box includes a Help menu. Click it to
access detailed information about using HP PrecisionScan.

Read about ECP and Readme Files

After you install your s oftware, you can access the Read about ECP and
Readme files from either the HP OfficeJet R Series CD-ROM or the
HP OfficeJet R Series program folder

Internet Help

If you have Internet access, you can get help from the HP Web site at:

http://www.hp.com/go/all-in-one

This Web site also provides user forums and answers to frequently asked
questions.

Adobe PhotoDeluxe Business Edition Help

To access Adobe PhotoDelu xe Busine ss Editio n online Hel p, select an option
from the Help menu while working in the program.

1-4 Getting Help

Supp ort Services

This chapter explains how to get support for your HP OfficeJet R Series a nd
the software programs included with it.

Get Help from HP

If you are unable to find the answer you need in the printed or online
documentation, you can contact one of the HP support ser v ices listed in the
following pages . Some support services are available only in the U.S. and
Canada, while othe rs ar e availa ble in many c ount ries worldwi de. If a s uppo rt
service numb er is not li sted for y our count ry, conta ct your near est aut hori zed
HP deal er for he lp .

Online Services

Internet

If you have Internet access, you can get help from the HP Web site at:

http://www.hp.com/go/all-in-one

Here you can find updated drivers, user forums, the latest product
information , answers to frequent ly asked question s, and produc tivity tips and
solutions to help you get the most from your HP OfficeJet.

2

HP OfficeJet R Series Customer Care Guide 2-1

HP Distribution Center

To order current printe r and scanner drivers, dial one of the following
numbers:

Region Number

U.S. (888) HP DISKS (473-4757)
Argentina [phone]
Asia 65 740 4477
Australia/New Zealand 61 3 8877 8000
Brazil 011 829 6612
Chile 800 360999
Europe [phone]
Europe [phone]
South Africa [phone]
Mexico 01 800 4726684
Venezuela 800 47 888
Venezuela (Caracas ) 207 8488

HP FIRST

Call HP FIRST to request inform ation to be faxed dir ectly to you. HP offers
this service free of charge. To use HP FIRST, you need a touch-tone phone
and a 9600-baud, Group 3 fax machine so you can receive the informat ion.

HP Customer Support

Your HP OfficeJet comes with several software programs. If you are
experiencing problems with any of the programs, you will receive the best
technical assistance by calling the experts at that company.

If you need to contact HP Customer Support, do the following before you
call:

1

2
3
4
5

2-2 Support Services

Make sure that the unit is plugged in and powered on, that the specified
inkjet print cartridges are installed correctly, and that the recommended
paper is p r op erly lo ad ed in the IN tray.

Review the HP Offi ceJet R Series Setup Guide and Chapter 3,
“Troubleshooting and Maintaining Your HP OfficeJet,” in this guide.

Try resetting the unit by powering it off and then on again, using the
white button located on the left side of the unit’ s front panel.

Call the HP FIRST toll-free number or check the HP Web site at
http://www.hp.com/go/all-in-one for more information that might help.

If you are still experiencing problems and need to sp eak with an
HP Customer Support Represe ntative, do the following:

◆ Have your serial number and service ID ready. To display your

service ID, on the front panel, press the Select/Resume button and
the Color button at the same time, until the message “SERV ID:”
followed by the servic e ID number appear in the front -panel display .

◆ Print a test page. To do this, click Print a test page on the Services

tab of the HP OfficeJet R Series Toolbox.

◆ Make a color copy.

◆ Be prepared to describe your problem in detail.

Call HP Customer Support. Be near your HP OfficeJet when you call.

6

Prepare Your HP OfficeJet f or Shipment

If after contacting HP Customer Support you are requested to send your
HP OfficeJet in for service, do the f ollowing:

1

Turn on the HP OfficeJet.
Open the print-cartridge access door.

2
3

Remove both print cartridges, and leave the print-cartridge latches flipped back.

CAUTION

Print cartridges that remain inside may damage your HP OfficeJet.

4

Place the print cartridges in an airtight bag so they will not dry out, and
put them asi de (do not send them with th e HP OfficeJet, unle ss instruc ted
to by the HP cu stomer su p po r t cal l ag en t ) .

Turn off the HP OfficeJet. You will see the message “Shutting Down” on

5

the front-panel display.

6

Close the print-cartridge access door .

HP OfficeJet R Series Customer Care Guide 2-3

If available, pack the HP OfficeJet for shipment using the original

7

packing materials.

If you do not have the original packaging materials, you can request a
replac em e n t p a c ka g e s et fro m H P Cu st omer Supp o r t.

NOTE

Shipping damage caused by improper packaging is not covered under the warranty.

Include the following items in the box:

8

◆ A brief description of symptoms for service personnel (samples of

print quali ty problems are helpful).

◆ A copy of the sales slip or other proo f of purchase to establish the

warranty coverage period.

◆ Your name, addr ess , and a phone number wher e you c an be r eache d

during the day.

Calling in the U.S. During Warrant y

Call [phone] Monday through Friday from 6:00 A.M. to 10:00P.M.
Mountain Standard Time (MST) and Saturdays from 9:00 A.M. to 4:00 P.M.
MST. This service is free during t he warranty period ; however, your standard
long-distance phone charges still apply.

Callin g in the U.S. Post - W arranty

If your product is not under warranty, you can call [phone]. A per­call, out-of-wa rranty s upport fee wi ll be cha rged to your credit card. You ca n
also call [phone] ($2.50 per minute) from 6:00 A.M. to 10:00 P.M.
MST and Saturdays from 9:00 A.M. to 4:00 P.M. MST. Charges begin only
when you are connected with a support technician. (P rices and hours are
subject to change without notice. )

2-4 Support Services