Setup troubleshooting

Incorrect language appears on the display

If the "Before you troubleshoot" checklist does not solve the problem, then try one or more of the following:

Change the language using the printer menus

  1. From the printer control panel, navigate to:

    the home button > Setup > the select button > Device Setup > the select button > Language > the select button

  2. Press the up or down arrow button to scroll to the language you want, and then press the select button.

  3. To confirm the setting, press the left or right arrow button to scroll to Yes, and then press the select button.

Software did not install

If you encountered problems while installing, or if your printer does not appear in the list in the printers folder or as a printer option when sending a print job, then try uninstalling and reinstalling the software.

Before you reinstall the software, do the following:

Make sure that your computer meets the minimum system requirements

Temporarily disable security programs in Windows before installing the software

Check the USB connection

  1. Check the USB cable for any obvious damage. If the cable is damaged, then use a new one.

  2. Firmly plug the square end of the USB cable into the back of the printer.

  3. Firmly plug the rectangular end of the USB cable into the USB port of the computer.

    The USB port is marked with the USB symbol.

    4. Note: If you continue to have problems, then try another USB port on the computer. You may have connected to a defective port.

Reconnect the printer power supply

  1. Turn off the printer.

    Note: Make sure the printer is not in Sleep mode. Press and hold the power button for three seconds to turn off the printer.

  2. Unplug the power cord from the wall outlet, and then pull out the power cord from the power supply.

  3. After one minute, reconnect the power cord into the power supply, and then plug the power cord into the wall outlet.

  4. Turn on the printer.

Print job does not print or is missing pages

If the "Before you troubleshoot" checklist does not solve the problem, then try one or more of the following:

Make sure the ink cartridges are inserted correctly

  1. Turn the printer on, and then open the printer.

  2. Make sure the cartridges are inserted correctly.

    The cartridges should click firmly into the matching color slot of the printhead.

  3. Close the printer.

Select your printer from the Print dialog before sending the print job

Note: This solution applies to Macintosh users only.

  1. With a document open, choose File > Print.

  2. From the printer pop-up menu, choose your printer, and then click Print.

    If your printer does not appear in the Printer list, then choose Add Printer. From the list of printers in the Default tab, select your printer, and then click Add.

    If your printer does not appear in the list, then try either of the following:

    • For a USB-connected printer, remove and then reconnect the USB cable.

    • For a printer that is wirelessly connected, see the Wireless troubleshooting section.

Make sure the print job is not paused

Make sure your printer is set as the default printer

Reconnect the printer power supply

  1. Turn off the printer.

    Note: Make sure the printer is not in Sleep mode. Press and hold the power button for three seconds to turn off the printer.

  2. Unplug the power cord from the wall outlet, and then pull out the power cord from the power supply.

  3. After one minute, reconnect the power cord into the power supply, and then plug the power cord into the wall outlet.

  4. Turn on the printer.

Remove and reconnect the USB cable connected to your printer

Check the USB connection

  1. Check the USB cable for any obvious damage. If the cable is damaged, then use a new one.

  2. Firmly plug the square end of the USB cable into the back of the printer.

  3. Firmly plug the rectangular end of the USB cable into the USB port of the computer.

    The USB port is marked with the USB symbol.

    4. Note: If you continue to have problems, then try another USB port on the computer. You may have connected to a defective port.

Remove and reinstall the printer software

Printer is printing blank pages

Blank pages may be caused by improperly installed ink cartridges.

Reinstall the ink cartridges and deep clean and align the printhead

  1. Reinstall the ink cartridges, see Replacing ink cartridges for more information.

    If the cartridges do not seem to fit, then make sure the printhead is properly seated, and then try installing the cartridges again.

  2. Load plain, unmarked paper.

  3. From the printer control panel, navigate to:

    the home button > Setup > the select button > Maintenance > the select button

  4. Press the up or down arrow button to scroll to Deep Clean Printhead, and then press the select button.

    A cleaning page prints.

  5. Load plain, unmarked paper.

  6. From the Maintenance menu screen, press the up or down arrow button to scroll to Align Printer, and then press the select button.

    An alignment page prints.

    Note: Do not remove the alignment page until printing is finished.

Printer is busy or does not respond

If the "Before you troubleshoot" checklist does not solve the problem, then try one or more of the following:

Make sure the printer is not in Sleep mode

If the power light is blinking on and off slowly, then the printer is in Sleep mode. Press the power button to wake up the printer.

If the printer will not come out of Sleep mode, then reset the power:

  1. Unplug the power cord from the wall outlet, and then wait 10 seconds.

  2. Insert the power cord into the wall outlet, and then turn on the printer.

If this problem persists, then check our Web site for updates for your printer software or firmware.

Reconnect the printer power supply

  1. Turn off the printer.

    Note: Make sure the printer is not in Sleep mode. Press and hold the power button for three seconds to turn off the printer.

  2. Unplug the power cord from the wall outlet, and then pull out the power cord from the power supply.

  3. After one minute, reconnect the power cord into the power supply, and then plug the power cord into the wall outlet.

  4. Turn on the printer.

Cannot delete documents from the print queue

If you have jobs stuck in the print queue and cannot delete them to get other jobs to print, then the computer and printer may not be communicating.

Restart the computer and try again

Remove and reconnect the USB cable connected to your printer

Cannot print through USB

If the "Before you troubleshoot" checklist does not solve the problem, then try one or more of the following:

Check the USB connection

  1. Check the USB cable for any obvious damage. If the cable is damaged, then use a new one.

  2. Firmly plug the square end of the USB cable into the back of the printer.

  3. Firmly plug the rectangular end of the USB cable into the USB port of the computer.

    The USB port is marked with USB symbol.

    4. Note: If you continue to have problems, then try another USB port on the computer. You may have connected to a defective port.

Make sure the USB port is enabled in Windows

  1. Click the start button, or click Start and then click Run.

  2. In the Start Search or Run box, type devmgmt.msc.

  3. Press Enter, or click OK.

    The Device Manager opens.

  4. Click the plus sign (+) beside Universal Serial Bus controllers.

    If USB Host Controller and USB Root Hub are listed, then the USB port is enabled.

For more information, see the computer documentation.

Remove and reinstall the printer software