Solutions to Fix Common Camera Problems and Error Messages

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Support details

Introduction

This document presents solutions and causes for some of the most common problems encountered when using the E-series and M-series digital cameras. The issues and solutions are divided into three sections:

General camera problems
Error messages on the camera
Error messages on the computer

General camera problems

Problem	Possible cause	Solution
The Power light is on but the camera seems stuck and will not operate properly.	While the camera was running, the power was turned off and then quickly turned back on.	Reset the camera. Click here to view the steps to reset the E-Series digital camera. Click here to view the steps to reset the M-Series digital camera.
The Power/Memory light is on but the camera seems stuck and will not operate properly.	The camera might have experienced a transient problem.	Reset the camera. Click here to view the steps to reset the E-Series digital camera. Click here to view the steps to reset the M-Series digital camera.
The Power/Memory light is on but the Image Display is off.	The Image Display turns off after a period of inactivity. The camera might have experienced a transient problem.	Reset the camera. Click here to view the steps to reset the E-Series digital camera. Click here to view the steps to reset the M-Series digital camera.
The camera does not respond when a button is pressed.	The camera is turned off or has shut down.	Turn on the camera, or turn it off and then on again.
	The camera is connected to a computer.	Most of the camera buttons do not respond when the camera is connected to a computer. If they respond, it is only to turn the Image Display on if it is off, or, in some cases, turn the Image Display off if it is on.
	The batteries are drained.	Replace or recharge the batteries.
	The optional memory card is not a supported card or is corrupted.	Ensure that the memory card is the proper type for the camera. If the card is the proper type, turn off the camera, remove the memory card, turn on the camera, and see if the camera responds when a button is pressed. If so, then the card is probably corrupted. Replace the memory card.
	The camera has stopped operating.	Reset the camera. Click here to view the steps to reset the E-Series digital camera. Click here to view the steps to reset the M-Series digital camera.
	The camera is processing an image.	Wait until the Power or Memory light has stopped blinking. This indicates that the camera has completely processed the image.
A long delay occurs between pressing the Shutter button and the camera taking a picture.	The camera needs time to lock focus and exposure.	Use Focus Lock. Not applicable for the E-series digital cameras.
	The scene is dark and the camera is taking a long exposure.	Use the flash. If using flash is not possible, then use a tripod to keep the camera steady during the long exposure time.
	The camera is using a flash setting with red-eye reduction. It will take longer to take a picture with red-eye reduction.	The shutter is delayed because of the additional flashes. In turn, make sure the picture's subjects wait for the additional flashes.
The camera does not take a picture when the Shutter button is pressed.	The Shutter button was not pressed hard enough.	Press the Shutter button all the way down.
	The internal memory or the optional memory card that is installed is full.	Transfer images from the camera to the computer, then delete all images in internal memory or on the memory card. Or, replace the card with a new one.
	The optional memory card that is installed is locked.	With the camera turned off, remove the memory card and change the locking tab on the card to the unlocked position.
	The flash is recharging.	Wait until the flash has recharged before taking another picture.
	The camera is set to the Macro shooting mode and cannot take a picture until it finds focus. Not applicable for the E-series digital cameras.	Re-focus the camera. Make sure the subject of the picture is within the Macro (close-up) range.
	The camera is still saving the last picture.	Wait until the Power or Memory light stops blinking. This indicates that the camera has finished processing the last image.
The image is blurry.	The light is low and the flash is set to Flash Off.	In dim light, the camera requires a longer exposure. Use a tripod to hold the camera steady, improve lighting conditions, or set the flash to Flash On.
	The camera should have been set to the Macro shooting mode.	Set the camera to the Macro shooting mode only if the subject is within the macro range (each camera series has unique macro settings).
	The camera was moved while taking the picture.	Hold the camera steady as you press the Shutter button or use a tripod. Watch for the icon in the Image Display (this means that it is almost impossible to hold the camera steady, and you must use a tripod). Not applicable for the E-series digital cameras.
	The camera focused on the wrong thing, or was unable to focus.	Make sure the focus brackets turn green before taking the picture. Use Focus Lock - Not applicable for the E-series digital cameras.
The image is too bright.	The flash provided too much light.	Turn the flash off. Move back from the subject and use the zoom to get the same framing. Use Image Advice (M22 and M23 only).
	A natural or artificial source other than the flash provided too much light.	Try taking the picture from a different angle. Avoid pointing the camera directly toward a bright light or reflective surface on a sunny day. Decrease the EV Compensation.
	The scene had too many dark objects, such as a black dog on a black couch.	Decrease the EV Compensation.
	The Image Display is set for outdoor display, making images appear too bright.	Change the Display Brightness in the Setup Menu for more accurate brightness on the Image Display.
	EV Compensation was used when it should not have been.	Set EV Compensation to 0.0.
The image is too dark.	There was not enough light.	Wait for natural lighting conditions to improve. Add indirect lighting. Use the flash. Increase the EV Compensation. Use Adaptive Lighting (M415, M417, M517, M22, and M23 cameras only). Use Image Advice (M22 and M23 cameras only).
	The flash was on, but the subject was too far away.	Make sure the subject is within the flash working distance. If so, try using the Flash Off setting, which will require a longer exposure (use a tripod).
	A light is behind the subject.	Use the Flash On setting to brighten the subject. Increase the EV Compensation. Use Adaptive Lighting (M415, M417, M517, M22, and M23 cameras only).
	A finger blocked the flash.	Be sure to move all fingers away from the flash when taking a picture.
	The scene had too many light- colored objects, such as a white dog in snow.	Increase the EV Compensation.
	EV Compensation was used when it should not have been used.	Set the EV Compensation to 0.0.
The image is grainy.	The camera was too warm when the picture was taken. The camera may have been on for a long time or had been stored in a hot location.	This effect, which can happen on all digital cameras, is probably not noticeable in most images. The effect will go away as the camera cools. For best image quality, avoid storing the camera in very hot locations. If the camera is warm after using it for a long time, consider turning off the Image Display to minimize heating. As with all electronic devices, avoid leaving the camera in very hot locations, such as the dashboard of a car in the sun.
	The ISO Speed setting was too high.	Use a lower ISO Speed setting.
	The image compression of the Image Quality setting was too high.	Use the Best Image Quality setting, which has the lowest image compression.
	There was not enough light.	Wait for natural lighting conditions to improve. Add indirect lighting. Use the flash. Increase the EV Compensation.
Images are missing on the camera.	A memory card was installed after taking one or more images. When a card is installed, images in internal memory are no longer visible.	Move the images from the internal memory to the memory card, or remove the memory card.
Some menu options are grayed out in the Playback Menu.	The menu option is not available for the image.	This is normal behavior. For example, a video clip cannot be rotated and a red eyes cannot be removed from still images taken without a flash.
Some menu options are grayed out in the Playback Menu.	The image was taken with another camera and cannot be edited on this camera.	Transfer the images from the camera to a computer and then view or modify them using the HP Image Zone or HP Photosmart software.
Some menu options are grayed out in the Playback Menu.	The date and/ or time was set incorrectly or the time zone has changed.	Reset the date and time by using the Date & Time option in the Setup Menu.
Some menu options are grayed out in the Playback Menu.	The wrong date and/or time is shown.	The date and time will be maintained for about ten minutes without charged batteries installed. Reset the date and time by using the Date & Time option in the Setup Menu.
The camera responds very sluggishly when trying to review images.	A slow optional memory card that is installed or too many images on the card can affect actions like scrolling through images, magnifying, deleting, etc.	Try a different memory card or remove some of the pictures from the card.
	The camera might be processing an image.	Wait until the Power or Memory light has stopped blinking. This indicates that the camera has completely processed the image.
The camera gets warm (or even hot) to the touch.	The optional HP AC power adapter is in use to power the camera or to charge the batteries in the camera, or the camera has been in use for a prolonged period of time (15 minutes or longer).	This is normal. However, if anything seems out of the ordinary, turn off the camera, unplug the camera from the HP AC power adapter, and allow the camera to cool. Then examine the camera and the batteries for signs of possible damage. Some cameras do not use an HP AC power adapter.
Images will not unload from the camera to a computer.	The HP Image Zone or HP Photosmart software is not installed on the computer.	Install the HP Image Zone or HP Photosmart Software, or see Using Your Camera without Installing the HP camera software in your camera User's Manual.
Images will not unload from the camera to a computer.	The computer is configured such that it cannot recognize the camera as a digital camera using the Picture Transfer Protocol (PTP) standard.	Set the USB configuration in the Setup menu on the camera to Disk Drive mode.
An error message displays when transferring images to a computer.	A power surge or electrostatic discharge might have interrupted the transfer.	Close the HP Image Zone or HP Photosmart Software, disconnect the camera from the computer, and reset the camera. Click here to view the steps to reset the E-Series digital camera. Click here to view the steps to reset the M-Series digital camera. Restart the image transfer process.
I am having a problem installing or using the HP Image Zone or the HP Photosmart Premier Software.	The computer does not have enough RAM to install the software.	Verify that the computer meets the minimum system requirements for the software.
Panorama sequences are not stitched together after they are downloaded (M22 and M23 only) .	The HP Image Zone or HP Photosmart software was not used to download the panoramic sequence.	Use the HP Image Zone or HP Photosmart software to download the panoramic sequence.
	The HP Image Zone Express software is installed on the computer.	Use an image editing software package to stitch the panorama sequence together. HP Image Zone Express software does not support automatic stitching during image transfer.

Error messages on the camera

Message	Possible cause	Solution
Batteries depleted. Camera is shutting down. Not applicable for the E-series digital cameras. .	Battery power is too low to continue operation.	Replace or recharge the batteries, or use an optional HP AC power adapter.
Batteries are defective.	Batteries are shorted or severely overdischarged.	Purchase new batteries.
Batteries cannot be charged. Not applicable for the E-series digital cameras.	Either an error occurred during charging, an AC power disruption occurred during charging, the wrong AC power adapter is being used, batteries are over- discharged, batteries are defective, or no batteries are installed in the camera.	Try charging the batteries a couple of times. If that fails, try charging the batteries in an external charger. If the batteries still will not charge, purchase new batteries and try again.
Batteries are too low to take pictures.	The battery power is too low to take a still picture or video, but images can be viewed in Playback.	Replace or recharge the batteries, or use an optional HP AC power adapter.
Unsupported card.	The optional memory card that is installed in the memory slot is not a supported memory card.	Ensure that the memory card is the proper type for the camera.
Card is unformatted. Press OK to format card.	The optional memory card that is installed needs to be formatted.	Format the memory card by using the Delete following option on the Playback menu or, if you do not want the card to be reformatted, remove the card from the camera.
Card has wrong format. Press OK to format card.	The optional memory card that is installed is formatted for a different device, such as an MP3 player.	Re-format the memory card by following the instructions on the Image Display (or remove the card from the camera if you do not want it to be re-formatted).
Unable to Format. Try Again.	The optional memory card that is installed is corrupted.	Replace the memory card, or if you have a memory card reader, try formatting the card on the computer. See the card reader documentation for instructions.
The card is locked. Please remove the card from your camera.	When trying to configure the HP Instant Share menu, the optional memory card that is installed is locked.	With the camera turned off, simply remove the memory card from the camera and continue the HP Instant Share task, or switch the locking tab on the card to the unlocked position before continuing.
Card locked.	The optional memory card that is installed is locked.	With the camera turned off, remove the memory card from the camera and switch the locking tab on the card to the unlocked position.
Memory full or Card full.	There is insufficient room to save more images in internal memory or on the optional memory card that is installed.	Transfer images from the camera to the computer, then delete all images in internal memory or on the memory card. Or, replace the card with a new one.
Memory full or Card full. Camera cannot save Share selections. Not applicable for the E-series digital cameras.	Internal memory or the optional memory card is full, preventing HP Instant Share destinations from being saved to the camera, or preventing images from being marked for HP Instant Share.	Transfer images from the camera to a computer, then delete all images in internal memory or on the memory card. Then set up the HP Instant Share destinations again.
Memory/card too full to record audio.	There is insufficient room to record audio in internal memory or on the optional memory card that is installed.	Transfer images, video clips, and audio files from the camera to a computer and then delete enough images or files from the internal memory or on the memory card to make enough room for the audio recording. Or replace the card with a new one.
Insufficient space on card to complete request.	There is insufficient room in internal memory or on the optional memory card to rotate the image.	Transfer images from the camera to a computer, then delete all images in internal memory or on the memory card. Then rotate the image using the computer.
Insufficient space on card to complete request.	The image is too big to rotate or magnify.	The image probably came from another camera. Transfer the image from the camera to a computer, then rotate or magnify the image using the computer.
The image is too large to magnify.	The image was probably taken with another camera.	Transfer the image to a computer and resize it using the HP Image Zone or HP Photosmart software.
The image is too large to rotate.	The image was probably taken with another camera.	Transfer the image to a computer and resize it using the HP Image Zone or HP Photosmart software.
Insufficient space on card to save updated image. or Insufficient space in memory to save updated image. Applicable to the M415, M417, and M517 cameras only.	There is not enough room in the internal memory or on the optional memory card to save the image following the red eye removal process.	Transfer the images from the camera or memory card to a computer. Remove red eyes from the image using the HP Image Zone or HP Photosmart software.
Unknown image error. Unable to complete request.	The camera could not complete the requested image modification.	Modify the image again. If the same message displays, transfer the image to a computer and modify it using the HP Image Zone or HP Photosmart software.
Card is unreadable.	The camera is having trouble reading the optional memory card that is installed. The card may be corrupted or an unsupported type.	Try turning the camera off and then back on. Ensure that the memory card is the proper type for the camera. If the memory card is the proper type, try re- formatting the card using the Format option in the Delete sub-menu of the Playback Menu. If it will not format, it is probably corrupted. Replace the memory card.
Processing...	The camera is processing data, such as saving the last picture.	Wait a few seconds for the camera to finish processing before taking another picture or pressing another button. If you are in Playback mode, press the arrow buttons to scroll to another image or wait until the processing is complete.
Charging flash...	The camera is recharging the flash.	It takes longer to charge the flash when the battery is low. If this message appears a lot, replace or recharge the battery.
Focus too far. The Macro icon is blinking or the focus brackets are red. Not applicable for the E-series digital cameras.	The focus distance is beyond where the camera can focus in the Macro shooting mode.	Change the shooting mode. Move closer to the subject, within the range of the Macro shooting mode.
Focus too close.	The focus distance is closer than the camera can focus in the Macro shooting mode.	Move farther away from the subject, within Macro range.
Blinking Macro icon. Not applicable for the E-series digital cameras.	The focus distance is closer than the camera can focus without being in the Macro shooting mode.	Set the camera to Macro shooting mode or move farther away.
Unable to focus. Not applicable for the E-series digital cameras.	The camera cannot find focus in the Macro shooting mode, possibly due to low contrast.	Use Focus Lock and point at a part of the scene that is brighter. Make sure the camera is within Macro range.
Not enough light for fast shot. Not applicable for the E-series digital cameras.	The light is low and the image is likely to be noisy due to the small aperture setting in Fast Shot mode.	Add an external light source because the flash is set to off in Fast Shot mode. Use Focus Lock and point at a part of the scene that is brighter.
Low light - Unable to focus. Not applicable for the E-series digital cameras.	The scene is too dark and the camera cannot focus in Macro shooting mode.	Add an external light source. Use Focus Lock and point at a part of the scene that is brighter.
Camera shake warning. Not applicable for the E-series digital cameras.	The light is low and the image is likely to be blurry due to the long exposure required.	Use the flash, or use a tripod.
Error saving image or Error saving video.	The optional memory card that is installed was removed before the camera finished writing to the card or was half-locked.	Always wait until the Memory light stops blinking before removing the memory card from the camera. With the camera turned off, remove the memory card and check to see if the locking tab on the edge of the card is fully in the unlocked position.
Cannot display image.	The image was taken with another camera or the image file was corrupted when the camera was shut down improperly.	The image may still be okay. Transfer the image to a computer and try opening it with the HP Image Zone of HP Photosmart Software. Do not remove the memory card when the camera is turned on.
Camera has experienced an error. or Camera experienced an error and is shutting down.	The camera may have a firmware problem.	Turn the camera off and then on again. If that does not fix the problem, try resetting the camera. If the problem persists, note the error code and then contact HP Support.
Unknown USB device.	The camera is connected to a USB device that it does not recognize.	Make sure that the camera is connected to a supported printer or computer.
No devices are connected to camera dock. Not applicable for the E-series digital cameras.	The camera might not be seated in the dock correctly or the cables might not be firmly connected.	Verify that the camera is inserted in the dock correctly and check the USB connectors at both the dock and printer, computer, or television.
No printable images in memory . or No printable images on card.	The camera connected to the printer has no still images. Video clips cannot be printed directly from the camera.	Disconnect the camera from the printer and then take still images before reconnecting the camera to the printer.
Unsupported USB Cable.	The camera dock is connected to a printer using the wrong type of cable or the printer is not a PictBridge-certified printer.	Use the USB cable that came with the camera. Connect the larger, flat end connector on the cable to the printer. If the printer does not have a connector for this type of USB cable connection, then it is not a Pictbridge-certified printer and it is not a supported printer for the camera. The printer must have the Pictbridge logo.
Unable to communicate with printer.	There is no connection between the camera and printer.	Check that the printer is turned on. Make sure the cable is connected between the printer and the camera or the optional HP Photosmart M-series dock. Not applicable for the E-series digital cameras. Turn off the camera and disconnect it. Turn the printer off and then on again. Re-connect the camera and turn it on.
Unsupported printer.	The printer is an unsupported device.	Connect the camera to a supported printer, such as an HP Photosmart or PictBridge-compatible printer. Or connect the camera to a computer and print from there instead.
Unable to Print. Error reading image file.	The image file might be corrupt or too large.	Turn off the camera. Reconnect the camera and turn it on. If turning the camera off and then on again does not work, transfer the image file to a computer and try printing the image from the computer.
Cannot print video clips.	Video clips cannot be selected and printed from the camera.	If the printer supports printing video clips, transfer the video clips to a computer and then print the clips.
Photo tray is engaged. Disengage photo tray or select smaller paper size.	The selected paper size cannot be used with the printer photo tray.	Disengage the printer photo tray, or change the paper size in the Print Setup menu on the camera.
Printer top cover is open.	The printer is open.	Close the top cover of the printer.
Printer ink cover is open.	The ink cartridge door is open.	Close the ink cartridge door.
Incorrect or missing print cartridge.	The printer cartridge is the incorrect model or is missing.	Install a new printer cartridge, turn the printer off, then turn it back on.
Incorrect or missing print head.	The print head is the incorrect model or is missing.	Install a new print head, turn the printer off, and then turn it back on.
Unable to print. Error reading image file.	The printer is unable to read the file that was trying to print. The file might be corrupt.	Try printing again. If that does not work, try printing from the computer.
Printer has a paper jam or The print carriage has stalled.	There is a paper jam or the printer carriage has stalled. Turn off the printer.	Turn off the printer and the completely clear the paper jam. Turn the printer back on.
Printer is out of paper.	The printer is out of paper.	Load paper into the printer, and then press the OK or Continue button on the printer.
Selected print size is larger than selected paper size.	Print size is too large for the paper size.	Press Menu/OK on the camera to return to the Print Setup screen and select a print size that matches the paper size. Or select a larger paper size and load larger paper into the printer.
Paper is not loaded in the printer correctly.	Paper is not aligned correctly in the paper tray.	Realign paper and try printing again.
Selected paper size is too big for printer.	Selected paper size is larger than the maximum size supported in the printer.	Press Menu/OK on the camera to return to the Print Setup screen and select a paper size that fits the printer.
The selected combination of paper type and paper size is not supported.	The paper type and size in the printer is not supported.	Load the printer with paper of the type and size that is supported.
There is a problem with the ink in the printer .	The ink cartridge might be low, or the ink cartridge type might not be supported for the printer.	Replace the ink cartridge with a supported cartridge type, turn the printer off, and then turn it back on.
Low ink.	The printer cartridge is running low on ink.	Replace the ink cartridge. You might be able to print some images using the current cartridge, but their color and quality may not be of high quality.
Printer is out of ink.	The printer has run out of ink.	Replace the ink cartridge.
Paper error .	The paper tray might be empty or there might be a paper jam.	Verify that there is paper in the paper tray. Check the printer for paper jam. Clear all paper jams.
Printer has a paper jam.	There is a paper jam.	Turn off the printer and the completely clear the paper jam. Turn the printer back on.
Printer error .	There is a problem with the printer.	Turn the printer off then turn it on again. Press the Menu button on the camera. Complete the print request again.
Borderless printing is only supported on photo paper.	You tried to print a borderless image on plain paper.	Select a smaller print size or make sure Paper Type on the Print Setup screen is set to Photo (press Menu/OK on the camera to return to the Print Setup screen and set Paper Type to Photo). Put photo paper in the printer.
Borderless printing is not supported on this printer.	The printer does not support borderless printing.	Press Menu/OK on the camera to return to the Print Setup screen and select a smaller print size.
Printing canceled.	The print job has been canceled.	Press the Menu/OK button on the camera. Complete the print request again.

Error messages on the computer

Message	Possible cause	Solution
Cannot Connect To Product .	The computer needs to access files in memory during HP Instant Share setup. But either the internal memory is full, or if an optional memory card is installed, the card is full. Not applicable for the E-series digital cameras.	If internal memory or the optional memory card is full, transfer the images to a computer, and then delete the images from the camera to free-up space.
	The camera is turned off.	Turn on the camera.
	The camera is not working correctly.	Try connecting the camera directly to an HP Photosmart or PictBridge-compatible printer, and print an image. This will verify that the image, optional memory card, USB connection, and the USB cable are functioning correctly.
	The cable is not connected correctly.	Make sure that the cable is firmly connected to the computer and camera.
	The camera is set to the Digital Camera setting in the USB Configuration sub-menu of the Setup Menu, but the computer cannot recognize the camera as a digital camera.	Change the USB Configuration setting to Disk Drive in the Setup Menu. This allows the camera to appear as another disk drive on the computer so that you can easily copy the image files from the camera to the computer hard drive.
	The camera is connected to the computer through a USB hub, and the USB hub is not compatible with the camera.	Connect the camera directly to a USB port on the computer.
	You are using the optional HP Photosmart M-series dock and forgot to press the Save/ Print button. Not applicable for the E-series digital cameras.	Press the Save/Print button on the dock.
	The optional memory card that is installed is locked.	With the camera turned off, remove the memory card and switch the locking tab on the card to the unlocked position.
	The USB connection failed.	Reboot the computer.
Could Not Send To Service .	The computer is not connected to the Internet.	Make sure the computer is online.
Communication Problem.	Other HP Instant Share software is running with exclusive access to the camera. Not applicable for the E-series digital cameras.	Close any other HP Instant Share programs.