7 Solve a problem
This section contains the following topics:
●
Improve print quality
●
Clear paper jam
●
Unable to print
●
Clear print carriage
●
Identify a defective cartridge
●
Prepare trays
●
Printer failure
●
Ink cartridge problem
●
Older generation cartridges
●
HP support
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Improve print quality
NOTE: To protect the ink cartridges from drying out, always turn the printer off using the On button, and wait until the On button light goes out.
To improve print quality
1.
Make sure you are using original HP ink cartridges.
2.
Check the printer software to make sure you have selected the appropriate paper type and print quality from the Media drop-down list.
In the printer software, click Print and then click Set Preferences to access the print properties.
3.
Check the estimated ink levels to determine if the ink cartridges are low on ink.
For more information, see Check estimated ink levels on page 24
. If the ink cartridges are low on ink consider replacing them.
4.
Align the ink cartridges.
To align the ink cartridges a.
Load letter or A4 unused plain white paper into the input tray.
b.
Depending on your operating system, do one of the following to open the printer software:
● Windows 8: On the Start screen, right-click an empty area on the screen, click All Apps on the app bar, and then click the icon with the printer's name.
● Windows 7, Windows Vista, and Windows XP: From the computer desktop, click Start, select All Programs, click HP, click HP Deskjet 1010 series, and then click HP Deskjet
1010 series.
c.
In the printer software, click Print and then click Maintain Your Printer to access the printer toolbox.
The printer toolbox appears.
d.
Click Align Ink Cartridges on the Device Services tab.
The printer prints an alignment sheet.
5.
Print a diagnostics page if the ink cartridges are not low on ink.
To print a diagnostics page a.
Load letter or A4 unused plain white paper into the input tray.
b.
Depending on your operating system, do one of the following to open the printer software:
● Windows 8: On the Start screen, right-click an empty area on the screen, click All Apps on the app bar, and then click the icon with the printer's name.
● Windows 7, Windows Vista, and Windows XP: From the computer desktop, click Start, select All Programs, click HP, click HP Deskjet 1010 series, and then click HP Deskjet
1010 series.
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c.
In the printer software, click Print and then click Maintain Your Printer to access the printer toolbox.
d.
Click Print Diagnostic Information on the Device Reports tab to print a diagnostics page.
e.
Review the blue, magenta, yellow, and black boxes on the diagnostics page.
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6.
Clean the ink cartridges automatically, if the diagnostic page shows steaks or missing portions of the color and black boxes.
Improve print quality 39
To clean the ink cartridges automatically a.
Load letter or A4 unused plain white paper into the input tray.
b.
Depending on your operating system, do one of the following to open the printer software:
● Windows 8: On the Start screen, right-click an empty area on the screen, click All Apps on the app bar, and then click the icon with the printer's name.
● Windows 7, Windows Vista, and Windows XP: From the computer desktop, click Start, select All Programs, click HP, click HP Deskjet 1010 series, and then click HP Deskjet
1010 series.
c.
In the printer software, click Print and then click Maintain Your Printer to access the printer toolbox.
d.
Click Clean Ink Cartridges on the Device Services tab. Follow the on-screen instructions.
If the above solutions do not resolve the problem, click here for more online troubleshooting .
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Clear paper jam
Use the following steps to clear a paper jam.
Clear a paper jam from the input tray
1.
Pull the paper gently out of the input tray.
2.
Press the On button to continue the current job.
Clear a paper jam from the output tray
1.
pull the paper gently out of the output tray.
2.
Press the On button to continue the current job.
Clear a paper jam from the cartridge access area
1.
Open the cartridge access door and slide the print carriage to the right to access the paper jam.
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2.
Press the On button to continue the current job.
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Clear a paper jam inside of the printer
1.
Open the cleanout door located on the bottom of the printer. Press tabs on both sides of the cleanout door.
2.
Remove the jammed paper.
3.
Close the cleanout door. Gently push the door towards the printer until both latches snap into place.
4.
Press the On button to continue the current job.
If the above solutions do not resolve the problem, click here for more online troubleshooting .
Prevent paper jams
● Do not overfill the input tray.
● Remove printed papers from the output tray frequently.
● Ensure that paper loaded in the input tray lays flat and the edges are not bent or torn.
● Do not combine different paper types and paper sizes in the input tray; the entire stack of paper in the input tray must be the same size and type.
● Adjust the paper-width guide in the input tray to fit snugly against all paper. Make sure the paper-width guide does not bend the paper in the input tray.
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● Do not force paper too far forward in the input tray.
● Do not add paper while the printer is printing. If the printer is about to run out of paper, wait until the out of paper message appears before adding paper.
If the above solutions do not resolve the problem, click here for more online troubleshooting .
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Unable to print
If you are having trouble printing, you can download the HP Print and Scan Doctor, which can troubleshoot this issue for you automatically. To get the utility, click the appropriate link:
Take me to the HP Print and Scan Doctor download page.
NOTE: The HP Print and Scan Doctor may not be available in all languages.
Resolve print issues
Make sure that the printer is turned on and that there is paper in the input tray. If you are still unable to print, try the following in order:
1.
Check for error messages from the printer software and resolve them by following the on-screen instructions.
2.
Disconnect and reconnect the USB cable.
3.
Verify that the printer is not paused or offline.
To verify that the printer is not paused or offline a.
Depending upon your operating system, do one of the following:
● Windows 8: Point to or tap the upper-right corner of the screen to open the Charms bar, click the Settings icon, click or tap Control Panel, and then click or tap View devices and printers.
● Windows 7: From the Windows Start menu, click Devices and Printers.
● Windows Vista: From the Windows Start menu, click Control Panel, and then click
Printers.
● Windows XP: From the Windows Start menu, click Control Panel, and then click
Printers and Faxes.
b.
Either double-click the icon for your printer, or right-click the icon for your printer and select
See what’s printing to open the print queue.
c.
On the Printer menu, make sure there are no check marks next to Pause Printing or Use
Printer Offline.
d.
If you make any changes, try to print again.
4.
Verify that the printer is set as the default printer.
To verify that the printer is set as the default printer a.
Depending on your operating system, do one of the following:
● Windows 8: Point to or tap the upper-right corner of the screen to open the Charms bar, click the Settings icon, click or tap Control Panel, and then click or tap View devices and printers.
● Windows 7: From the Windows Start menu, click Devices and Printers.
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● Windows Vista: From the Windows Start menu, click Control Panel, and then click
Printers.
● Windows XP: From the Windows Start menu, click Control Panel, and then click
Printers and Faxes.
b.
Make sure the correct printer is set as the default printer.
The default printer has a check mark in a black or green circle next to it.
c.
If the wrong printer is set as the default printer, right-click the correct printer and select Set as Default Printer.
d.
Try using your printer again.
5.
Restart the print spooler.
To restart the print spooler a.
Depending upon your operating system, do one of the following:
Windows 8 i.
Point to or tap the upper-right corner of the screen to open the Charms bar, and then click the Settings icon.
ii.
Click or tap Control Panel, and then click or tap System and Security.
iii. Click or tap Administrative Tools, and then double-click or double-tap Services.
iv. Right-click or touch and hold Print Spooler, and then click Properties.
v.
On the General tab, next to Startup type, make sure that Automatic is selected.
vi. If the service is not already running, under Service status, click or tap Start, and then click or tap OK.
Windows 7 i.
From the Windows Start menu, click Control Panel, System and Security, and then
Administrative Tools.
ii.
Double-click Services.
iii. Right-click the Print Spooler, and then click Properties.
iv. On the General tab, next to Startup type, make sure that Automatic is selected.
v.
If the service is not already running, under Service status, click Start, and then click
OK.
Windows Vista i.
From the Windows Start menu, click Control Panel, System and Maintenance,
Administrative Tools.
ii.
Double-click Services.
iii. Right-click the Print Spooler service, and then click Properties.
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iv. On the General tab, next to Startup type, make sure that Automatic is selected.
v.
If the service is not already running, under Service status, click Start, and then click
OK.
Windows XP i.
From the Windows Start menu, right click My Computer.
ii.
Click Manage, and then click Services and Applications.
iii. Double-click Services, and then select Print Spooler.
iv. Right-click Print Spooler, and click Restart to restart the service.
b.
Make sure the correct printer is set as the default printer.
The default printer has a check mark in a black or green circle next to it.
c.
If the wrong printer is set as the default printer, right-click the correct printer and select Set as Default Printer.
d.
Try using your printer again.
6.
Restart the computer.
7.
Clear the print queue.
To clear the print queue a.
Depending upon your operating system, do one of the following:
● Windows 8: Point to or tap the upper-right corner of the screen to open the Charms bar, click the Settings icon, click or tap Control Panel, and then click or tap View devices and printers.
● Windows 7: From the Windows Start menu, click Devices and Printers.
● Windows Vista: From the Windows Start menu, click Control Panel, and then click
Printers.
● Windows XP: From the Windows Start menu, click Control Panel, and then click
Printers and Faxes.
b.
Double-click the icon for your printer to open the print queue.
c.
On the Printer menu, click Cancel all documents or Purge Print Document, and then click
Yes to confirm.
d.
If there are still documents in the queue, restart the computer and try printing again after the computer has restarted.
e.
Check the print queue again to make sure it is clear, and then try to print again.
8.
Reset the printer.
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To reset the printer a.
Turn off the printer.
b.
Unplug the power cord.
c.
Wait a minute, and then plug the power cord back in.
d.
Turn on the printer.
If the above solutions do not resolve the problem, click here for more online troubleshooting .
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Clear print carriage
Remove any objects, such as paper, that are blocking the print carriage.
See
Clear paper jam on page 41 for more information.
NOTE: Do not use any tools or other devices to remove jammed paper. Always use caution when removing jammed paper from inside the printer.
Click here to go online for more information .
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Identify a defective cartridge
To determine if an ink cartridge is defective, do the following:
1.
Remove the black cartridge and then close the cartridge access door.
2.
If you get the cartridge problem message again and the On button light blinks quickly, replace the tri-color cartridge. If the On button light does not blink, replace the black cartridge.
3.
Close the cartridge access door.
4.
Try printing a document.
5.
If you are still seeing the cartridge problem message, replace the black cartridge.
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Prepare trays
Open output tray
▲ Output tray must be open to begin printing.
Close cartridge access door
▲ Cartridge access door must be closed to begin printing.
Click here to go online for more information .
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Printer failure
Resolve printer failure.
▲ Turn the printer off, then on. If that does not resolve the problem, contact HP.
Please contact HP support for help .
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Ink cartridge problem
First try removing and reinserting the ink cartridges. If this does not work, clean the cartridge contacts. If your problem is still not resolved, replace the ink cartridges. For more information, see
Replace ink cartridges on page 27 .
Clean the ink cartridge contacts
CAUTION: The cleaning procedure should take only a few minutes. Make sure that the ink cartridges are reinstalled in the printer as soon as possible. It is not recommended to leave the ink cartridges outside of the printer longer than 30 minutes. This could result in damage to the printhead or the ink cartridges.
1.
Check that power is on.
2.
Open the cartridge access door and wait for the print carriage to move to the center of the printer.
3.
Remove the ink cartridge indicated in the error message on the computer screen.
4.
Hold the ink cartridge by its sides with the bottom pointing up and locate the electrical contacts on the ink cartridge.
The electrical contacts are the small gold-colored dots on the ink cartridge.
5.
Wipe only the contacts with a dry swab or lint-free cloth.
CAUTION: Be careful to wipe only the contacts, and do not smear any of the ink or other debris elsewhere on the ink cartridge.
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6.
On the inside of the printer, locate the contacts for the cartridge.
The printer contacts are the set of gold-colored bumps positioned to meet the contacts on the ink cartridge.
7.
Use a dry swab or lint-free cloth to wipe the contacts.
8.
Reinstall the ink cartridge.
9.
Close the cartridge access door, and check if the error message has gone away.
10.
If you still receive the error message, turn the printer off, and then on again.
NOTE: If one ink cartridge is causing problems, you can remove it and use the single-cartridge mode to operate the HP Deskjet 1010 series with only one ink cartridge.
Click here to go online for more information .
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Older generation cartridges
You will need to use a newer version of this cartridge. In most cases you can identify a newer version of the cartridge by looking at the exterior of the cartridge package and finding the Warranty Ends date.
If it says ‘v1’ several spaces to the right of the date, then the cartridge is the updated newer version. If it is an older generation cartridge, contact HP support for help or replacement.
Click here to go online for more information .
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HP support
●
Register printer
●
Support process
●
HP support by phone
●
Additional warranty options
Register printer
By taking just a few quick minutes to register, you can enjoy quicker service, more efficient support, and product support alerts. If you did not register your printer while installing the software, you can register now at http://www.register.hp.com
.
Support process
If you have a problem, follow these steps:
1.
Check the documentation that came with the printer.
2.
Visit the HP online support website at www.hp.com/support .
HP online support is available to all HP customers. It is the fastest source for up-to-date product information and expert assistance, and includes the following features:
● Fast access to qualified online support specialists
● Software and driver updates for the printer
● Valuable troubleshooting information for common problems
● Proactive printer updates, support alerts, and HP newsgrams that are available when you register the printer
3.
Call HP support.
Support options and availability vary by printer, country/region, and language.
HP support by phone
Phone support options and availability vary by printer, country/region, and language.
This section contains the following topics:
●
Phone support period
●
Placing a call
●
Support phone numbers
●
After the phone support period
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Phone support period
One year of phone support is available in North America, Asia Pacific, and Latin America (including
Mexico). To determine the duration of phone support in Europe, the Middle East, and Africa, go to www.hp.com/support . Standard phone company charges apply.
Placing a call
Call HP support while you are in front of the computer and the printer. Be prepared to provide the following information:
● Product name (Located on the printer, such as HP Deskjet 1010, HP Deskjet Ink Advantage
1015)
● Product number (located inside the cartridge access door)
● Serial number (located on the back or bottom of the printer)
● Messages that appear when the situation occurs
● Answers to these questions:
◦ Has this situation happened before?
◦ Can you recreate it?
◦ Did you add any new hardware or software to your computer at about the time that this situation began?
◦ Did anything else occur prior to this situation (such as a thunderstorm, the printer was moved, etc.)?
Support phone numbers
For the most current HP list of telephone support numbers and call costs information, see www.hp.com/support .
After the phone support period
After the phone support period, help is available from HP at an additional cost. Help may also be available at the HP online support website: www.hp.com/support . Contact your HP dealer or call the support phone number for your country/region to learn more about support options.
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Additional warranty options
Extended service plans are available for the HP Deskjet 1010 series at additional costs. Go to www.hp.com/support , select your country/region and language, then explore the services and warranty area for information about the extended service plans.
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