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Welcome to HP Customer Support

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  • Information
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HP Latex 3000 Printer Series - When you need help

HP Proactive Support
HP Proactive Support helps reduce costly printer downtime by preemptively identifying, diagnosing and resolving printer issues before they become problems for you. HP's Proactive Support tool is designed to help businesses of all sizes reduce support costs and maximize productivity—all with the click of a mouse.
A component of the HP Imaging and Printing suite of services, Proactive Support helps you gain control of your printing environment—with a clear focus on maximizing the value of your investment, increasing printer uptime and reducing printer management costs.
HP recommends that you enable Proactive Support right away to save you time and prevent problems before they occur, reducing costly downtime. Proactive Support runs diagnostics and checks for software and firmware updates.
You can enable Proactive Support in the Internal Print Server by selecting Tools > Proactive Support, where you can specify the frequency of connections between your computer and HP's Web server, and the frequency of diagnostic checks. You can also choose to run the diagnostic checks at any time.
If Proactive Support finds any potential problem, it notifies you with an alert, which will explain the problem and recommend a solution. In some cases, the solution may be applied automatically; in other cases, you may be asked to perform some procedure to solve the problem.
HP Customer Care
HP Customer Care offers award-winning support to ensure you get the most from your printer, providing comprehensive, proven support expertise and new technologies to give you 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:
or call us on the telephone (see HP Customer Care Centers). To register your warranty:
HP Customer Care Centers
Help is available to you by telephone. For the right telephone numbers in your location, see http://www.hp.com/go/LatexCareCenters.
What to do before you call
  • 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 and the serial number, found on the label on the door of the electrical compartment
    • If there is an error code in the Internal Print Server window, note it down; see Printer messagesPrinter messages
    • The printer's Service ID
    • The RIP you are using, and its version number
    • The software application you are using, and its version number
    • If you have a problem directly related to an ink supply component (printhead, ink cartridge), please have at hand the product part number and warranty end date.
    • The text displayed by the Internal Print Server when you select Help > About
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 Internal Print Server, select Information > Service 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.

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