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VanMagnus Systems
VanMagnus Systems, Engineer
Category: Printers
Satisfied Customers: 1156
Experience:  I have more than 20 years of experience in the Printer Hardware and Software support. A+ certified.
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HP Photosmart C4380. Lost communication from computer to printer

Customer Question

HP Photosmart C4380. Lost communication from computer to printer in the middle of a printing run
Submitted: 3 years ago.
Category: Printers
Expert:  VanMagnus Systems replied 3 years ago.
<span class="JA_chatAuthorName"CustomerSystems :

Hello and thank you for choosing JA for your IT support needs. Sorry that you are having this issue, but I am here to resolve this issue with you. Is there any errors on the printer????

JACUSTOMER-qyea64vh- :

No

JACUSTOMER-qyea64vh- :

Mdrivers apparently are all up to datey

<span class="JA_chatAuthorName"CustomerSystems :

Ok...

JACUSTOMER-qyea64vh- :

How do I get the computer to communicate print command to printer

<span class="JA_chatAuthorName"CustomerSystems :

Ok...

<span class="JA_chatAuthorName"CustomerSystems :

What you should try..

<span class="JA_chatAuthorName"CustomerSystems :

Hold on...

JACUSTOMER-qyea64vh- :

I am nt getting a good feeling about the answers I'm getting

<span class="JA_chatAuthorName"CustomerSystems :

Hold on a mo'.

<span class="JA_chatAuthorName"CustomerSystems :

Wow, I though most Brit's were a bit more patient.

JACUSTOMER-qyea64vh- :

I have been holding on - am I being scammed?

<span class="JA_chatAuthorName"CustomerSystems :

You are not being scammed...

<span class="JA_chatAuthorName"CustomerSystems :

I cannot charge you Sir or Madam...

JACUSTOMER-qyea64vh- :

Please tell me what to do

<span class="JA_chatAuthorName"CustomerSystems :

Ok, that is what I am attempting to do..

<span class="JA_chatAuthorName"CustomerSystems :

I want you to try a Product reset.

<span class="JA_chatAuthorName"CustomerSystems :

Please follow the steps below:

JACUSTOMER-qyea64vh- :

How do i do that

<span class="JA_chatAuthorName"CustomerSystems :

Reset Procedure Secret Combo Keys

Simultaneously Press and hold the “Cancel” and “Power” buttons.
You will see a message asking you to enter aSpecial Key Combo. The combo key is to press the blue, green, grey buttons in the following order ( blue > green > gray).
The “Support Menu” should now be visible.
Go to the Resets menu you may use the the blue, green, and grey buttons to navigate left, right, and enter.
There a Three types of resets available. Partial, Semi-full, and Full Reset. Each of this reset can be used for certain issues. If you just need to reset the printer into a responsive state, then you can use the partial reset. If it does not work, then you may use the semi or full reset. Note that these reset procedures will delete all the settings on your printer to factory defaults. I desire that you do a Semi-Full.

<span class="JA_chatAuthorName"CustomerSystems :

Full Size Image

<span class="JA_chatAuthorName"CustomerSystems :

How goes it?

JACUSTOMER-qyea64vh- :

Where is the resets menu

<span class="JA_chatAuthorName"CustomerSystems :

So you held the "Cancel and Power Buttons?"

<span class="JA_chatAuthorName"CustomerSystems :

Then if so, restart the Printer.

<span class="JA_chatAuthorName"CustomerSystems :

Then after restarting the Printer.

<span class="JA_chatAuthorName"CustomerSystems :

Then do the Resetting Procedure:

<span class="JA_chatAuthorName"CustomerSystems :

Simultaneously Press and hold the “Cancel” and “Power” buttons.
You will see a message asking you to enter aSpecial Key Combo. The combo key is to press the blue, green, grey buttons in the following order ( blue > green > gray).
The “Support Menu” should now be visible.
Go to the Resets menu you may use the the blue, green, and grey buttons to navigate left, right, and enter.
There a Three types of resets available. Partial, Semi-full, and Full Reset. Each of this reset can be used for certain issues. If you just need to reset the printer into a responsive state, then you can use the partial reset. If it does not work, then you may use the semi or full reset. Note that these reset procedures will delete all the settings on your printer to factory defaults. I desire that you do a Semi-Full.

<span class="JA_chatAuthorName"CustomerSystems :

Chime in when ready Sir or Madam...

JACUSTOMER-qyea64vh- :

which button do I press to get the semi full reset

<span class="JA_chatAuthorName"CustomerSystems :

Ok... Please hold...

<span class="JA_chatAuthorName"CustomerSystems :

Go to the Resets menu you may use the the blue, green, and grey buttons to navigate left, right, and enter

<span class="JA_chatAuthorName"CustomerSystems :

Did you do the above?

<span class="JA_chatAuthorName"CustomerSystems :

  • Go to the Resets menu you may use the the blue, green, and grey buttons to navigate left, right, and enter.

  • There a Three types of resets available. Partial, Semi-full, and Full Reset. Each of this reset can be used for certain issues. If you just need to reset the printer into a responsive state, then you can use the partial reset. If it does not work, then you may use the semi or full reset. Note that these reset procedures will delete all the settings on your printer to factory defaults.

JACUSTOMER-qyea64vh- :

Yes I have the resets message on the printer screen - how do I get the semi-full reset from here

<span class="JA_chatAuthorName"CustomerSystems :

You are to use the buttons to move through the Menu.

JACUSTOMER-qyea64vh- :

which button takes me to the sem-full reset

<span class="JA_chatAuthorName"CustomerSystems :

A video for you....

JACUSTOMER-qyea64vh- :

just tell me which button please

<span class="JA_chatAuthorName"CustomerSystems :

Hold please....

JACUSTOMER-qyea64vh- :

what do you mean a video - you are delaying me. i think I may have to report this site to the cyber police

<span class="JA_chatAuthorName"CustomerSystems :

Steps:
1. Press Cancel and Power, at the same time.
2. Then, the Unit will ask for a Key Combo, press blue, green, gray buttons (in order) for this.
3. “Support Menu” should appear.
4. Go to Resets menu and use the semi-full reset.
Support Menu
(Blue for Up, Gray for Down and Green for OK)
* Firmware Revision (hint:push gray button to move to the next menu item)
* Scan Diagnostics Menu
* Reports Menu
* Print Tests Menu
* System Configuration Menu
* Resets Menu
* Information Menu
Alternate reset procedure (for older products):
1. Unplug the power cord from printer.
2. Hold both o.k and Cancel simultaneously.
3. Plug the power cable while holding the buttons.

<span class="JA_chatAuthorName"CustomerSystems :

Sorry, the correct steps above. Just reset the Printer in the Office.

<span class="JA_chatAuthorName"CustomerSystems :

(Blue for Up, Gray for Down and Green for OK)

<span class="JA_chatAuthorName"CustomerSystems :

Up or down to find the reset menu, then the Green button selects it.

<span class="JA_chatAuthorName"CustomerSystems :

(Blue for Up, Gray for Down and Green for OK)
* Firmware Revision (hint:push gray button to move to the next menu item)
* Scan Diagnostics Menu
* Reports Menu
* Print Tests Menu
* System Configuration Menu
* Resets Menu
* Information Menu
Alternate reset procedure (for older products):
1. Unplug the power cord from printer.
2. Hold both o.k and Cancel simultaneously.
3. Plug the power cable while holding the buttons.

<span class="JA_chatAuthorName"CustomerSystems :

Alternate reset procedure (for older products):
1. Unplug the power cord from printer for 35 minutes. This allow for the device to become de-energized.
2. Hold both o.k and Cancel simultaneously.
3. Plug the power cable while holding the buttons.

<span class="JA_chatAuthorName"CustomerSystems :

I hope that you do not still feel that you are being scammed.

JACUSTOMER-qyea64vh- :

I cannot find a semi-full reset

<span class="JA_chatAuthorName"CustomerSystems :

As I am not paid unless your issue is resolved.

JACUSTOMER-qyea64vh- :

I cannot find a sem-full reset

<span class="JA_chatAuthorName"CustomerSystems :

Ok.

<span class="JA_chatAuthorName"CustomerSystems :

Do you see Full Reset?

<span class="JA_chatAuthorName"CustomerSystems :

Under the Reset Menu.

JACUSTOMER-qyea64vh- :

at long last i have found it and pressed green button (ok). The printer screen has gone black

<span class="JA_chatAuthorName"CustomerSystems :

Good Show!!!!!!!!!!

JACUSTOMER-qyea64vh- :

Now what - do I power up again?

<span class="JA_chatAuthorName"CustomerSystems :

Yes....

JACUSTOMER-qyea64vh- :

Do I select English etc and follow through sequence on screen

<span class="JA_chatAuthorName"CustomerSystems :

Yes Sir or Madam....

JACUSTOMER-qyea64vh- :

Done - now what

<span class="JA_chatAuthorName"CustomerSystems :

How did you have it set up Sir or Madam?

<span class="JA_chatAuthorName"CustomerSystems :

Try to print to it...

JACUSTOMER-qyea64vh- :

As default printer

<span class="JA_chatAuthorName"CustomerSystems :

Great. Now print something...

JACUSTOMER-qyea64vh- :

Still not printing - Getting the message - Printer is offline

<span class="JA_chatAuthorName"CustomerSystems :

Ok... Is the Printer connected directly to the PC or is it WiFi???

JACUSTOMER-qyea64vh- :

Connected directly to PC

<span class="JA_chatAuthorName"CustomerSystems :

Ok...

<span class="JA_chatAuthorName"CustomerSystems :

Do me a favor and Reboot the PC and the Printer once more Sir or Madam...

<span class="JA_chatAuthorName"CustomerSystems :

Chime in when you come back to the Chat...

JACUSTOMER-qyea64vh- :

do you mean restart the computer and power off and back on the printer

<span class="JA_chatAuthorName"CustomerSystems :

Yes Sir or Madam...

JACUSTOMER-qyea64vh- :

Surely I will loose your site when I do this

<span class="JA_chatAuthorName"CustomerSystems :

Oh, you easily come back to the Site and the thread.

<span class="JA_chatAuthorName"CustomerSystems :

Just open your email and look for a just answer email.

<span class="JA_chatAuthorName"CustomerSystems :

Click on the link and come back to the thread Sir or Madam.

JACUSTOMER-qyea64vh- :

I can't understand how. I will have to goo through the whole procedure and give you another £21 which i do not intend to do.

<span class="JA_chatAuthorName"CustomerSystems :

No. Your issue should be resolved when you return...

JACUSTOMER-qyea64vh- :

ok

<span class="JA_chatAuthorName"CustomerSystems :

See you in a few minutes...

JACUSTOMER-qyea64vh- :

Restarted the PC and powered off and back on the printer. Tried to Print and got the message "Your printer is currently offline" with a "Fix it" button which I selected. I got the same message as I have been getting i.e. 2The job failed to print due to an error in the printing system"

<span class="JA_chatAuthorName"CustomerSystems :

Ok, what Operating System are you using?

JACUSTOMER-qyea64vh- :

Windows Vista

<span class="JA_chatAuthorName"CustomerSystems :

Ok...

<span class="JA_chatAuthorName"CustomerSystems :

What I will have you do is uninstall the printer driver.

JACUSTOMER-qyea64vh- :

Tell me how to do it

<span class="JA_chatAuthorName"CustomerSystems :

Not a problem....

<span class="JA_chatAuthorName"CustomerSystems :

Follow the steps below:

<span class="JA_chatAuthorName"CustomerSystems :


  1. Open Printers by clicking the Start button clicking Control Panel, clicking Hardware and Sound, and then clicking Printers.




  2. Right-click the printer that you want to remove, and then click Delete.


    If you can't delete the printer, right-click it again, click Run as administrator, and then click Delete. If you are prompted for an administrator password ***** confirmation, type the password ***** provide confirmation.



<span class="JA_chatAuthorName"CustomerSystems :

Next, Visit the HP Site to get the latest drivers for your printer.

<span class="JA_chatAuthorName"CustomerSystems :

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?product=3221646&cc=us&dlc=en&lc=en

<span class="JA_chatAuthorName"CustomerSystems :

Reboot before you install the new printer drivers.

<span class="JA_chatAuthorName"CustomerSystems :

Chime in when ready.

JACUSTOMER-qyea64vh- :

The printer has been loaded twice 1st as - HP Photosmart C4380 series and 2ndly as HPPhotosmart C4380 (Copy 1) The 2nd one with (Copy 1)was the default but it did not delete either of the two ways instructed by yourself

<span class="JA_chatAuthorName"CustomerSystems :

Please remove them all Sir or Madam. Using the instructions above.

JACUSTOMER-qyea64vh- :

Do I download the driver to the desk top then reboot and then install the driver

<span class="JA_chatAuthorName"CustomerSystems :

Yes to your Desktop Sir or Madam...

JACUSTOMER-qyea64vh- :

Neither one will delete

<span class="JA_chatAuthorName"CustomerSystems :

Really....???

<span class="JA_chatAuthorName"CustomerSystems :

Ok...

<span class="JA_chatAuthorName"CustomerSystems :

Reboot, once more....

<span class="JA_chatAuthorName"CustomerSystems :

Please....

JACUSTOMER-qyea64vh- :

I got the message from HP Solution Centre earlier that my drivers were all up to date

<span class="JA_chatAuthorName"CustomerSystems :

The issue is that you have several copies of the Printer installed.

JACUSTOMER-qyea64vh- :

ok I will reboot

<span class="JA_chatAuthorName"CustomerSystems :

Thank you...

<span class="JA_chatAuthorName"CustomerSystems :

Just Chime in upon your return Sir or Madam...

JACUSTOMER-qyea64vh- :

HPPhotosmart C4380 (Copy 1) would not delete - the other one is now deleted

<span class="JA_chatAuthorName"CustomerSystems :

As I have suspected please reboot and after rebooting remove all of the installed Printers as far as the HP is concerned.

<span class="JA_chatAuthorName"CustomerSystems :

How many copies of the HP are still there?

JACUSTOMER-qyea64vh- :

One

<span class="JA_chatAuthorName"CustomerSystems :

Reboot and uninstall that one...

JACUSTOMER-qyea64vh- :

ok

<span class="JA_chatAuthorName"CustomerSystems :

Chime in when ready..

<span class="JA_chatAuthorName"CustomerSystems :

When you come back, disconnect the Printer from the PC and remove the last copy of the HP priner.

<span class="JA_chatAuthorName"CustomerSystems :

Printer.

<span class="JA_chatAuthorName"CustomerSystems :

Then reboot one last time.

<span class="JA_chatAuthorName"CustomerSystems :

Then install the new printer drivers and reconnect the Printer...

JACUSTOMER-qyea64vh- :

Printer now working. Thank you

VanMagnus Systems and 2 other Printers Specialists are ready to help you
Expert:  VanMagnus Systems replied 3 years ago.
Thank you kindly for your Business. I was Happy to Exceed your Expectations, as at first you thought this was a scam. To my fellow countrymen, “All is tickety-boo in my world.”