Country-Language Options

You are on the HP Customer Care site in   United Kingdom - English
Do you want to continue on this site?
Continue
--or--
Do you want to change your country and language?
Change
For optimal support information and options, select the country where you purchased your product.
Jump to content

HP Photosmart C4780 All-in-One Printer Troubleshooting

Hardware Problems? Try the HP Hardware Diagnostic Utility for Windows

  • PrintPrint
  • Share

Issue

Important : The HP Hardware Diagnostic Utility is not available for Mac OS X operating systems . It is available only for Windows operating systems.
Hardware Diagnostic UtilityHP designed a quick and easy tool that diagnoses and resolves many hardware problems: The HP Hardware Diagnostic Utility. These hardware problems can prevent printing, scanning, or copying. HP recommends that you download and install the Hardware Diagnostic Utility any time you need to troubleshoot a hardware problem.
Following are some common printing issues or error conditions that the Hardware Diagnostic Utility can help you resolve easily:

  • Checking for Low Ink Levels
  • Paper Jam
  • Carriage Stall
  • Original (document feeder) Jam
  • Out of Paper
  • Paper Mismatch
  • Blinking Lights
  • Door Open
  • Print Quality
    Show all | Hide all
    What does the Hardware Diagnostic Utility check for?
    The Hardware Diagnostic Utility diagnoses and resolves common hardware issues and error conditions, including:
    • Connectivity : Checks to see if the USB or network connection from your computer to the HP product is working correctly.
    • Device Status : Detects the current state of the HP product and determines if it is in an error state. If it is in an error state, the utility identifies the error and provides steps to help resolve the issue.
    • Print test : Prints a test page to make sure that the print mechanism functions correctly.
    • Copy test : Performs a test of the copy mechanism, which is also the scan mechanism, to make sure it functions correctly (if applicable).
    • Services tab : Performs service operations.
    • Ink levels tab : Detects ink levels and provides other ink-related information.
    • Printer data tab : Provides hardware, software, and printhead information.

Solution

Follow these steps in the order presented to resolve the issue.

Step one: Download the Hardware Diagnostic Utility

If you have previously downloaded the Hardware Diagnostic Utility, HP recommends that you download the utility again. It is important to make sure that you have the very latest version of the utility.
Link to toolFile size
  HP Hardware Diagnostic Utility Approximately 6MB
Check availability and support:
  • Available in most languages.
  • Available for Windows operating systems only.
  • Supports USB connected products.
  • Supports Network connected products.
  • Not available for all HP products, particularly older products.
Use the following steps to download and run the Hardware Diagnostic Utility.
  1. Click the link to the Hardware Diagnostic Utility.
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to extract the utility.
  4. When the tool finishes extracting, the Hardware Diagnostic Utility opens automatically with a list of installed products.
    Figure 1: Example tool with list of HP products installed
    HDU window open with list of printers installed
    NOTE:You might also be asked to identify a driver or software item for the HP product. You can ignore or cancel this request if you are using a network connection. If you are using a USB connection, HP recommends that you install the HP driver software prior to using the Hardware Diagnostic Utility in order to get the full benefit of the utility.

Step two: Run the Hardware Diagnostic Utility

The following video and steps provide guidance on how to run the Hardware Diagnostic Utility on your computer.

Video of running the Hardware Diagnostic Utility

The following video demonstrates how to run the Hardware Diagnostic Utility in Windows.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Printer column in the Hardware Diagnostic Utility, select your HP product.
  3. Click Diagnose . The Hardware Diagnostic Utility diagnoses various hardware problems or errors, and displays a result. The results will display either when an error is detected, or when the diagnosis is complete if there are no errors.
    Figure 2: Hardware Diagnostic Utility error state
    Hardware Diagnostic Utility displaying error state
    • If the Hardware Diagnostic Utility detects an error, follow the on-screen instructions to troubleshoot and resolve the issue.
         Error found?
        The pane at the right of the window will contain instructions and recommendations to resolve the issue or error detected. Follow these recommendations, and then click Retry .
        Figure 3: Hardware Diagnostic Utility error state
        Hardware Diagnostic Utility displaying error state
    • If the Hardware Diagnostic Utility does not find an error, review the other options for investigating possible problems.
         No errors found?
        If the Hardware Diagnostic Utility does not detect any issues, the pane at the right of the window will contain a list of additional resources to review. These resources include HP Customer Care (this Web site) and the HP Support Forum.
        Figure 4: Hardware Diagnostic Utility Passed
        Hardware Diagnostic Utility window displaying 'Your hardware passed' results