HP LaserJet Enterprise 500 color Printer M551 series - Solve general problems checklist

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Solve general problems checklist

Follow these steps when trying to solve a problem with the product.


Make sure the product Ready light is on. If no lights are on, complete these steps:

a. Check the power-cable connections.

b. Check that the power is turned on.


Make sure that the line voltage is correct for the product power configuration. (See the label

that is on the back of the product for voltage requirements.) If you are using a power strip

and its voltage is not within specifications, plug the product directly into the wall. If it is

already plugged into the wall, try a different outlet.

d. If none of these measures restores power, contact HP Customer Care.


Check the cabling.

a. Check the cable connection between the product and the computer or network port. Make

sure that the connection is secure.

b. Make sure that the cable itself is not faulty by using a different cable, if possible.


Check the network connection.


The control panel should indicate ready status. If an error message appears, resolve the error.


Ensure that the paper that you are using meets specifications.


Print a configuration page. If the product is connected to a network, an HP Jetdirect page also


a. At the product control panel, press the Home button.

b. Open the following menus:



Configuration/Status Pages

Configuration Page


Press the


button to select Configuration Page and then press the up arrow to print.

If the pages do not print, check that at least one tray contains paper.

If the page jams in the product, follow the instructions on the control panel to clear the jam.


Solve general problems checklist


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If the configuration page prints, check the following items:

a. If the page does not print correctly, the problem is with the product hardware. Contact

HP Customer Care.

b. If the page prints correctly, then the product hardware is working. The problem is with the

computer you are using, with the printer driver, or with the program.


Select one of the following options:

Windows: Click Start, click Settings, and then click Printers or Printers and Faxes.

Double-click the name of the product.


Mac OS X: Open the Printer Setup Utility or the Print & Fax list, and double-click the line

for the product.


Verify that you have installed the printer driver for this product. Check the program to make sure

that you are using the printer driver for this product. The printer driver is on the CD that came with

the product. You can also download the printer driver from this Web site:





Print a short document from a different program that has worked in the past. If this solution works,

then the problem is with the program you are using. If this solution does not work (the document

does not print), complete these steps:

a. Try printing the job from another computer that has the product software installed.

b. If you connected the product to the network, connect the product directly to a computer with

a USB cable. Redirect the product to the correct port, or reinstall the software, selecting the

new connection type that you are using.