Question about Office Equipment & Supplies
Here is the conversation from a tech. I had the same problem.
Christina: Let us perform some steps to isolate the issue and find a fix for it.
Christina: Please perform the following steps and let me know the message that will be displayed on the printer.
Christina: A. - Press and hold the “*” key.
B. - Press the “#” key and release both keys.
Display should say “Enter Special Key Combo”
C. - Press and release in sequence the “1”, “2” and “3” buttons.
CustomerName: screen says "support" R0631M
Christina: 2. Press and release the right arrow button until the display says “System Configuration Menu”.
Christina: 3. Press and release the “OK” button.
Christina: 4. Display should say “Hardware failure status”. If not there already, Arrow Key over to “Hardware failure status”,
Christina: 5. Press and release the “OK” button.
Christina: 6. Display should say “Hardware failure status: Clear. Press OK to clear”.
Christina: 7. Press and release the “OK” Button. Message changes to “Hardware failure status Cleared. Press Cancel to continue”.
Christina: 8. Press and release the “CANCEL” button as many times as necessary, so that, either the “Welcome to Photosmart Express” screen appears, or, the “Ink System Failure” screen appears. PLEASE DO NOT TRY TO PRINT AT THIS STAGE.
Christina: 9. Using the Power Button, turn the unit OFF and unplug the power cable from back of the printer and wall outlet.
Christina: 10. Wait 30 seconds for the power to get discharged and then plug the power cable into the wall outlet first and then into the back of the printer
Christina: 11. Turn the unit on. The printer may display message “USE POWER BUTTON TO SHUTDOWN THE PRINTER” followed by “PRESS OK TO CONTINUE”. Press OK. The Printer will start the “ONE TIME INK INITIALIZATION PROCESS”. Allow this process to complete and do not interrupt. Once the initialization process is complete, the printer will print out a Diagnostic Page.
CustomerName: made a buncha noise, and it didn't print a diagnostic page
Christina: Is the error message still being displayed on the printer?
CustomerName: should I try to print something?
Christina: Let us print a self test page to check the functionality of the printer.
Christina: Press Setup menu on the All-in-One then scroll using the arrow key and select Print Report then select Self Test Report.
Posted on Nov 21, 2008
"Please perform the steps given below:
Step One: Power cycle.
1. Unplug the power supply from the wall outlet.
2. Unplug the power supply from the back of the printer.
3. Wait at least 20 seconds, then plug in the supply back into the wall outlet.
4. Plug in the power supply back into the printer.
5. Press the power button to turn the printer on.
Steo Two: Perform a reset in the unit.
1. Remove the power cord from the back of the product.
2. Press and hold down the OK and Help buttons at the same time.
3. While holding the buttons down, plug the power cord into the back of the product.
Verify the results.
If the issue persists, I wasnt to inform you that this could be a hardware issue."
but it did not solve my problem
Posted on Aug 14, 2008
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