●
Review the troubleshooting suggestions in this guide.
●
Review your RIP's documentation, if relevant.
●
Please have the following information available:
◦
The printer you are using: the product number, the serial number and the service ID
NOTE: This information is available from the front panel: select the icon, then View printer
information. You may also find it on a label at the rear of the printer.
◦
If there is an error code on the front panel, note it down; see
Front-panel error messages
on page 79
◦
The RIP you are using, and its version number
◦
The software application you are using, and its version number
◦
The text displayed by the Embedded Web Server when you select Help > About
Telephone number
Your HP Support telephone number is available on the Web: please visit http://welcome.hp.com/country/us/
en/wwcontact_us.html.
Service information
The printer can produce on request a list of many aspects of its current status, some of which may be useful
to a service engineer trying to fix a problem. There are two different ways to request this list:
●
In the Embedded Web Server, select the Support tab and then Service support > Printer information.
●
From any computer with Internet access, enter the URL of your printer into a Web browser, followed
by /hp/device/webAccess/allServicePlot.htm. For instance, if the URL of your printer is
http://123.123.123.123, enter http://123.123.123.123/hp/device/webAccess/
allServicePlot.htm.
You can request the whole list, which takes a significant time to generate; or you can request specific parts of
it. If in doubt, you are recommended to request the whole list (select All pages).
If you need to send the list by e-mail, you can save the page as a file from your Web browser, and later send
the file. Alternatively, from Internet Explorer you can send the page directly: select File > Send > Page by E-
mail.
86 Chapter 11 When you need help ENWW
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