Sandy, I wrote to HP help, and this is what I got. I don't understand most of it! I don't know if going thru all this would help. I'm getting pretty discouraged... Do you think I should just consider the printer a lost cause? Another question: I've been having some problems with my internet. I go to Google, tell it what I want, and it brings up a list. I click on somthing in the list, and absolutely NOTHING happens! it just sits there, doing nothing. the list is in a purple color.... seems to me, it WAS blue, and changed to purple, when you clicked on something. Thanks, Nancy Tollefson -------- Original Message -------- Subject: HP Photosmart Premium e-All-in-One Printer - C310a Date: Mon, 22 Apr 2013 20:09:05 +0000 (UTC) From: <[email protected]> To: <[email protected]> Hello Nancy, Thank you for contacting HP Total Care. After reviewing your email, I understand that your HP Photosmart Premium e-All-in-One Printer - C310a does not print either in black or in color and spits out a blank sheet of paper. We appreciate your efforts in trying to resolve the issue and regret for the inconvenience caused. We truly appreciate the trust that you have displayed in our services and us, and assure you that we will certainly try to live up to your expectations at any given point of time. * Cause: - =======* Nancy, the issue might occur if an inappropriate paper or incorrect print settings are used for the print job. It might also occur due to the *depleted ink cartridges or faulty printhead assembly.* So, I am providing you the resolution in simple steps. If you find any difficulty in performing the steps then reply to this message and we will get back to you. To alleviate the issue, we should perform the steps as mentioned below: - * Solution Summary: * ================== * Put the product directly into the wall outlet * Remove, Clean and then Re-install the Printhead * Web link for the issue * Power cycle the unit * Semi-full Reset * Troubleshooting: =============== Step 1: Put the product directly into the wall outlet* 1. Plug the product directly into a wall outlet to make sure the power source is functioning correctly. 2. Disconnect the power cord from the back of the product. 3. Disconnect the power cord from any power strip or surge suppressor, and plug it directly into the wall outlet. 4. Reconnect the power cord to the back of the product. *Note:* The power strip or surge suppressor might not be allowing enough voltage to reach the product. * Step 2: Remove, Clean and then Re-install the Printhead* Remove the printhead 1. Press the Power button ( ) to turn on the product, if it is not already on. 2. Open the cartridge access door. The carriage moves to the center of the product. Wait until the carriage stops moving before proceeding. *Figure 1: Open the cartridge access door* Illustration of opening the cartridge access door 3. Remove the cartridges. Press the tab on each cartridge, and then remove each cartridge from its slot. *Figure 2: Remove the cartridge* illustration of removing a cartridge *NOTE:* Do not leave the cartridges outside the product longer than 30 minutes. Doing so can result in damage to both the product and the cartridges. 4. Lift the latch handle on the carriage until it stops. *Figure 3: Lift the latch handle* illustration of lifting the latch handle 5. Lift the printhead to remove it from the carriage. *Figure 4: Remove the printhead* illustration of removing the printhead Clean the printhead Use the following steps to clean the printhead. There are three areas on the printhead that need to be cleaned: the plastic ramps on both sides of the ink nozzles, the edge between the ink nozzles and the electrical contacts, and the electrical contacts. Follow these steps to clean the printhead. *Figure 5: Three areas to clean* illustration of the three areas to clean on a printhead *1 - Plastic ramps on the sides of the nozzles* *2 - Edge between nozzles and contacts * *3 - Electrical contacts* *CAUTION: *Do not touch the ink nozzles. Do not touch the electrical contacts with your finger. *Figure 6: Do not touch the electrical contacts* Do not touch the electrical contacts illustration 1. Gather the following cleaning materials: * Several clean, lint-free cloths or papers. Coffee filters and glass-cleaning cloths work well. * Distilled or bottled water. Do not use tap water. Tap water can contain contaminants that can damage the printhead. 2. Lightly dampen a clean, lint-free cloth. 3. Use the damp cloth to wipe the electrical contacts from the bottom to the top. Do not go past the edge between the electrical contacts and the ink nozzles. Repeat this motion until no ink appears on the cloth. *Figure 7: Clean the electrical contacts* illustration of cleaning the electrical contacts 4. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the ink nozzles and the electrical contacts. *Figure 8: Clean the edge between the ink nozzles and the electrical contacts* illustration of cleaning the edges between the ink nozzles and the electrical contacts 5. Use a fresh, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides of the ink nozzles. Wipe away from the nozzles only. *Figure 9: Clean the ramps* Illustration of cleaning the ramps 6. Dry the previously cleaned areas with a clean, dry, lint-free cloth. 7. Lightly dampen a fresh, clean, lint-free cloth with bottled or distilled water. 8. Clean the electrical contacts inside the product by wiping them from top to bottom. Repeat this motion until no ink appears on the cloth. *Figure 10: Clean the electrical contacts inside the product* Cleaning the electrical contacts inside the product 9. Dry the area with a clean, dry, lint-free cloth. Reinstall the printhead 1. Raise the latch handle on the carriage, and then reinstall the printhead by lowering it into the carriage. *Figure 11: Insert the printhead* Illustration of inserting the printhead 2. Carefully lower the latch handle. *Figure 12: Lower the latch handle* Illustration of lowering the latch handle *NOTE: *Leaving the latch handle raised can result in incorrectly seated cartridges. The latch must remain down to install the cartridges correctly. 3. Slide each cartridge into the correct slot until it clicks into place. Make sure that the colored shape icon on the cartridge label matches the colored shape icon on the carriage slot. *Figure 13: Reinstall each cartridge* Illustration of reinstalling the cartridges 4. Close the cartridge access door. *Figure 14: Close the cartridge access door* Illustration of closing the cartridge access door *Now check the functionality. If the issue persists, then please move to the next steps: * *Step 3: Web link for the issue* Please perform all the troubleshooting steps in the below mentioned web link: - http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&docname=c02187415 <http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&docname=c02187415> *Step 4: Power cycle the unit* Follow the steps below to power cycle your all-in-one: - 1. Verify that the unit is switched on. Disconnect power cable from All-in-One and also from wall outlet. 2. Wait 30 seconds 3. Plug in the power cable only. 4. Repeat steps 1-3 two more times. 5. On the third time after plugging the unit into power, reconnect the cable from the all-in-one to your computer. *Step 5: Semi-full Reset* 1. Unplug the power cord from the HP All-in-One. 2. Wait for 20 seconds. 3. Press and hold *# and 6* while plugging in the power cord to the HP All-in-One. 4. Release the buttons after the HP All-in-One starts up. 5. The HP All-in-One will now be reset to factory defaults. Now check whether it resolves your concern. If the issue persists, then we regret to inform you that the issue is *due to the hardware malfunction of the Printhead Assembly of All-in-one.* Since the *unit is Out of warranty* we cannot go ahead and replace it for free of cost. However, I would like to inform you that since you are our valuable customer and *if ready to pay* for the same, we can arrange *a call back for it's replacement.* They will let you know the charges involved *(very reasonable price).* Please forward us some details which are necessary for the call back if interested: 1. Phone Number (Including Area Code): 2. Alternate Phone Number: 3. Time Zone: 4. Best time to call: Awaiting your reply!! If you need further assistance, please reply to this message and we will be happy to assist you further. Have a nice day!! For information on keeping your HP and Compaq products up and running, please visit our website at: http://www.hp.com/go/totalcare Sincerely, Daryl HP Total Care ***Do Not Delete Service Ticket Number*** {ticket no: [8066074051]} ***Do Not Delete Service Ticket Number*** Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data. For more information, including technical information updates, please visit our website at http://www.hp.com/support. HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies. Original Text *From:* [email protected] *To:* [email protected] *CC:* *Sent:* 04/23/13 00:27:26 *Subject:* Re: PRINTER won't print!! The serial number isCN15RA20F2 And, BTW, why can't you stick the thing in a bit more accessible place!!! Of course, I need some more assistance! I didn't write to just find out where the serial number was located!!! I expect to hear from you ASAP! Nancy Tollefson On 4/22/2013 9:32 AM, [email protected] wrote: > Hello HP valued customer, > > Thank you for contacting HP Total Care. > > I would like to inform you that please provide us the correct serial > number of the printer, you will find it on the bar code sticker on the > printer: > > * *Printer serial number (ex : MY78EF3134):* > > If you need further assistance, please reply to this message and we will > be happy to assist you further. > > For information on keeping your HP and Compaq products up and running, > please visit our website at: > http://www.hp.com/go/totalcare > > Sincerely, > > George > HP Total Care > > Our advice is strictly limited to the question(s) asked and is based on > the information provided to us. HP does not assume any responsibility or > liability for the advice given and shall not be liable for any direct, > indirect, special, incidental or consequential damages in connection > with the use of this information. Always back up your data. > For more information, including technical information updates, please > visit our website at http://www.hp.com/support. > HP does not require you to send any financial data in your reply to this > email. As a prudent reminder, do not insert credit card details or other > financial information in any e-mail replies. > > > Original Text > *From:* [email protected] > *To:* [email protected] > *CC:* > *Sent:* 04/22/13 09:51:47 > *Subject:* Re: PRINTER won't print!! > > > Reply as requested: > > full printer name----HPPhotoSmart Premium > printer serial #-----CN503A > Op system------------Win7 > printer is connected to printer by---- USB cable > Model number---------C310a > My Name: Nancy Tollefson > country: USA > > problem description: > printer will not print in either black or color. It makes noises > like it is printing and it SAYS it is printing, but it spits out a blank > sheet. The teck from my provider (local phone co) spent about an hour > trying to fix it, and could't find the problem. A guy came out from the > phone co. & he tried and failed to fix it. > > I replaced both black cartridges a short time ago, and the color ones, > magenta, cyan and yellow are nearly full. The printer is between 2 & 3 > years old... I'm not totally sure on that. > > (About 3 weeks ago, the phone company guy put in something he called a > "fiber-optic" line. I had 2 weeks of computer problems starting right > after he left! They finally got it settled and the printer worked up > until about 3 or 4 days ago. Don't know if this is relevant, but > wanted you to know I've had some problems with the printer &computer.) > > I have had HP printers in the past and I like them. So, if this one is > ready to go to "printer heaven", I will replace it with an HP. > > Thank you > Nancy Tollefson.... Long-time HP user. > > > > On 4/21/2013 10:44 AM, [email protected] wrote: > > Hello HP Valued Customer, > > > > Thank you for contacting HP Total Care. > > > > I can understand your concern but for proper and accurate resolution, > > please get back to us with the following details so that we can create > > service ticket of your issue and proceed further accordingly. > > > > * *Full Printer name (example: HP Photosmart C7280 All-in-One > > Printer): * > > * *Printer serial number (ex : MY78EF3134):* > > * *Operating system installed on the computer(XP,Vista,MAC,Win7):* > > * *How is your product connected to your PC? (USB Cable or wireless):* > > * *Complete problem description with error messages (if any): * > > * *Your full name:* > > * *Country of Residence:* > > > > For information on keeping your HP and Compaq products up and running, > > please visit our website at: > > http://www.hp.com/go/totalcare > > > > Sincerely, > > > > George > > HP Total Care > > > > Our advice is strictly limited to the question(s) asked and is based on > > the information provided to us. HP does not assume any responsibility or > > liability for the advice given and shall not be liable for any direct, > > indirect, special, incidental or consequential damages in connection > > with the use of this information. Always back up your data. > > For more information, including technical information updates, please > > visit our website at http://www.hp.com/support. > > HP does not require you to send any financial data in your reply to this > > email. As a prudent reminder, do not insert credit card details or other > > financial information in any e-mail replies. > > > > > > Original Text > > *From:* [email protected] > > *To:* [email protected] > > *CC:* > > *Sent:* 04/21/13 06:18:57 > > *Subject:* PRINTER won't print!! > > > > > > This message has been rerouted to you by the HP.COM email Router. > > If this message has been sent to you in error, please send it to the > > mailbox > > at HP.COM ROUTER per the HP email > > directory. > > (R.C.ID 4164725-6450668-0421:0048-AAVCDX) > > > > Original message follows: > > ------------------------- > > > > > > Sirs! > > > > I am very upset! MY PRINTER WON"T PRINT!!! > > > > It makes noises like it's going to print, but all I get is a blank > > sheet!!! > > > > I have had my internet provider check. She can't find anything! I had > > another guy come here. He couldn't find anything either! They tried > > everything they knew, with NO results. > > > > It won't print either black or white!!! > > > > The printer is an HPPhotoSmartPremium. It prints, scans, copies. The > > copier part doesn't work, either. It has a "touch screen" on it. > > > > I NEED MY PRINTER!!!!! Besides, I tried to get ahold of you by going to > > > > Google. NO SUCH LUCK!! That didn't work. I did, thankfully, have the > > > > addie in my address book. > > > > I NEED A REPLY ASAP!! > > > > NOT A HAPPY CAMPER! > > > > Nancy Tollefson [email protected] > > > > > > > > > > No virus found in this message. > > Checked by AVG - www.avg.com > > Version: 2013.0.2904 / Virus Database: 3162/6261 - Release Date: > 04/20/13 > > > > No virus found in this message. > Checked by AVG - www.avg.com > Version: 2013.0.2904 / Virus Database: 3162/6263 - Release Date: 04/21/13 > No virus found in this message. Checked by AVG - www.avg.com <http://www.avg.com> Version: 2013.0.2904 / Virus Database: 3162/6265 - Release Date: 04/22/13