HP Designjet 4020 and 4520 Printer Series - Support Options

HP Instant Support is HP's suite of troubleshooting tools that collect diagnostic information from your printer and match it with intelligent solutions from HP's knowledge bases, allowing you to resolve problems as quickly as possible.

You can start an HP Instant Support session by clicking on the link provided by your printer's Embedded Web Server.

To be able to use HP Instant Support:

• You must have a TCP/IP connection to your printer, because HP Instant Support is accessible only through the Embedded Web Server.
• You must have access to the World Wide Web, because HP Instant Support is a Web–based service.

HP Instant Support is currently available in English, Korean, Simplified Chinese and Traditional Chinese.

As your strategic support partner, we make it our business to help keep your business running smoothly. HP Customer Care offers award-winning support to ensure you get the most from your HP Designjet.

HP Customer Care provides comprehensive, proven support expertise and leverages new technologies to give customers unique end-to-end support. Services include setup and installation, troubleshooting tools, warranty upgrades, repair and exchange services, phone and Web support, software updates and self-maintenance services. To find out more about HP Customer Care, please visit us at:

http://www.hp.com/go/graphic-arts/

or call the phone number in the Customer Service Guide provided with your printer.

What to do before you call:

• Review the “The problem is” troubleshooting suggestions in this guide.
• Review the relevant driver documentation supplied with this printer (for users sending PostScript files or those using Microsoft Windows).
• If you have installed third-party software drivers and RIPs, refer to their documentation.
• If the problem appears to be related to your software application, first contact your software vendor.
• If you still have difficulty, refer to the HP Support Services booklet provided with your printer. This document contains a comprehensive list of various support services available to help solve printer problems.
• If you call one of the Hewlett-Packard offices, please have the following information available to help us answer your questions more quickly:
  • The printer you are using (the product number and the serial number, found on the label at the back of the printer)
  • The printer's Service ID: select the icon, and then View printer information
  • If there is an error code on the front panel, note it down; see “Status codes and error messages”
  • The computer you are using
  • Any special equipment or software you are using (for example, spoolers, networks, switch-boxes, modems or special software drivers)
  • The cable you are using (by part number) and where you purchased it
  • The type of interface used on your printer (FireWire, USB or network)
  • The software name and version you are currently using
  • If the problem is a system error it will have a error number; record the error number and have it ready
  • If possible, print out the following reports; you may be asked to fax them to the support center helping you: Configuration, Usage Report and “all pages above” from the Service Information menu.

Enjoy a world of dedicated services and resources to ensure you always get the best performance from your HP Designjet products and solutions.

Register at HP Designjet Online, your large-format printing community at http://www.hp.com/go/graphic-arts/ for unrestricted access to:

• Downloads — the latest printer firmware, drivers, software, media profiles, etc.
• Technical support — online troubleshooting, customer care contacts and more
• Forums for direct contact with the experts, both HP and your colleagues
• Warranty tracking online, for your peace of mind
• Technical documentation and training videos
• Latest product information — printers, supplies, accessories, software, etc.
• Supplies Center for all you need to know about ink and paper

By customizing your registration for the products you have purchased and your type of business, and by setting your communication preferences: you decide the information you need.

Register at HP Designjet Online for the best performance.

HP Designjet Online is available in English, German, French, Italian, Spanish, Portuguese, Japanese, Korean, Simplified Chinese and Traditional Chinese.

More information is available from the following sources:

• The Embedded Web Server provides information about your printer status, technical support, online documentation, etc.
• The Printer assembly document that came with your printer
• The HP Designjet 4520 Scanner can be found in the Scanner User's Reference Guide.
• All legal information can be found in a separate document.