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Troubleshooting Print-Quality Issues

  • PrintPrint

Issue

The quality of the printout or printed image is not as expected. The procedures in this document should help with streaked or faded prints, prints without black or other colors, prints with blurred or fuzzy text, prints with ink streaks or smears, and many other problems.
Click the plus sign () next to your operating system for more information.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
NOTE:Some of the following solutions require the full HP software. If you did not install the full software when you installed your product, click here to go to the software and drivers page , and then download and install the full feature software.

Solution one: Use genuine HP cartridges

HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. If you do not use genuine HP cartridges, the following solutions might not resolve your print quality issue.

Solution two: Allow the All-in-One to rest

Sometimes, print-quality issues can be resolved during a period of inactivity. Consider waiting for about 40 minutes, and then try the print job again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the paper

Use the following guidelines to make sure that the paper you are using is appropriate for the print job. If it is not, reload the product with an appropriate paper type.
  • Load the paper print side down in the input tray. Many papers have printing and nonprinting sides, like photo paper and other special media. Usually, the smoother side is the "print side," and sometimes the non-print side has a logo of the paper manufacturer on it.
  • Do not use wrinkled or curled paper. Load only clean, wrinkle-free paper into the product.
    Figure 1: Do not use wrinkled paper
    Image: Do not use wrinkled paper
  • Use the correct paper type for your project.
    • For everyday text documents, plain paper with ColorLok technology works well. Paper with ColorLok technology is industry-standard paper that works well with HP ink.
      Figure 2: Plain paper with ColorLok technology is recommended for text printing
    • For documents with dense printing, such as high contrast graphics or photographs, use HP Advanced Photo Paper for the best results.
    • Some media may not absorb ink as well as others. If your prints smear easily, make sure you are using a recommended paper.
  • Store photo paper in its original packaging inside a resealable plastic bag. Store the paper on a flat surface in a cool, dry place. Load 10-20 sheets of photo paper only when you are ready to print, and then put the unused paper back in the packaging.
  • Try using a different paper. This will determine if the problem is related to the paper.
NOTE:Inappropriate paper usually causes vertical streaks in printouts (or if the problem occurs on a copy, dirty scanner glass usually causes the issue). Do not replace cartridges to fix vertical streaks.
Examples of horizontal streaks and vertical streaks in printout
Figure 3: Horizontal streaks in printout
Illustration of horizontal streaks
Figure 4: Vertical streaks in printout
Illustration of vertical streaks
Continue with the following troubleshooting steps if your printout contains horizontal streaks, or other print-quality issues besides vertical streaks.Do not replace cartridges for vertical streaks in a printout. Instead, check the paper as described earlier in this document, or search for a document that covers this issue. Vertical streaks in copies can often be fixed by cleaning the scanner glass.
After trying the preceding guidelines, try printing again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check the print settings

Follow these steps to check the print settings to make sure that they are appropriate for the print job.

Step one: Check the print quality settings

  1. Open the Print dialog box in the software program you are trying to print from.
    • Windows XP: Click File , and then click Print . The Print dialog box opens.
    • Windows Vista: Click the Windows icon ( ), move the cursor to Print , and then click Print . The Print dialog box opens.
  2. Select your product, and then click Properties . The printer Properties dialog box opens.
  3. Choose the correct tab to find the settings
    • Windows XP: Click the Printing Shortcuts tab, and then click the type of job you are trying to print.
    • Windows Vista: Click the Paper/Quality tab.
  4. Review the following options, and then make any necessary changes.
    • Paper sizes : Make sure that the selected option matches your paper size.
    • Paper type : If one of the options matches your paper type exactly, select that option.
    • Print quality : If you are dissatisfied with the quality of your printouts, increase the print quality. To print more quickly, decrease the print quality.
  5. Click OK , and then click OK again to start the print job.

Step two: Check the Print in Grayscale setting

  1. Open the Print dialog box
    • Windows XP: Click File , and then click Print . The Print dialog box opens.
    • Windows Vista: Click the Windows icon ( ), move the cursor to Print , and then click Print . The Print dialog box opens.
  2. Select your product, and then click Properties . The printer Properties dialog box opens.
  3. Choose the correct tab to find the setting
    • Windows XP: Click the Features tab.
    • Windows Vista: Click the Color tab.
  4. Under Color Options , make sure that Print in grayscale is not selected.
  5. Click OK , and then click OK again to start the print job.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Check ink levels and replace low or empty cartridges

Follow these steps to check the ink levels, and then replace low or empty cartridges according to the results.
NOTE:Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low-ink levels, consider having a replacement cartridge available to avoid possible printing delays. You do not need to replace cartridges until print quality becomes unacceptable.
Examine the ink gauge on the control panel, near the control panel display.
Figure 5: Ink gauge on the control panel - Black ink close to empty
Illustration of the ink gauage on the control panel
1 - Color cartridge ink gauge
2 - Black cartridge ink gauge
  1. Open HP Solution Center:
    • Windows XP: Click Start , click All Programs , click HP , and then click HP Solution Center .
    • Windows Vista: Click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
    HP Solution Center opens in a new window.
  2. Click Settings ( ).
  3. In the Print Settings area, click Printer Toolbox . The printer Toolbox opens.
  4. Click the Estimated Ink Levels tab. The estimated ink levels display in a graphic on the computer.
    Figure 6: Estimated ink level graphic in the Toolbox - Black ink slightly lower than color ink
    Illustration of estimated ink levels
    The colored bars represent the estimated ink levels in the corresponding cartridge. Full color bars represent high ink levels, while color bars that approach the bottom of the bar represent low ink.

Solution six: Print and evaluate an extended self-test report and troubleshoot defects

Follow these steps to print, and then evaluate an extended self-test report.

Step one: Print an extended self-test report

  1. Make sure you have plain white, letter-size paper loaded in the input tray.
  2. Press and hold the Power button ( ) and the Cancel button ( ) for 10 seconds. The extended self-test report prints.
    Figure 7: Example extended self-test report
    Illustration of the extended self-test report

Step two: Determine which cartridges printed which areas of the extended self-test report

Different cartridges print different areas of the extended self-test report. Use the following guidelines to determine which cartridge printed which areas.
  • The black cartridge prints the black areas of the report, such as the black bars and black text.
  • The color cartridge prints the color areas of the report, such as the cyan (blue), magenta, and yellow color bars.
Figure 8: Which cartridges print which areas of the extended self-test report
Illustration of the different parts of the extended self-test report
Make a note of which cartridges printed which areas of the extended self-test, and then continue to the next step to troubleshoot defects on the report.

Step three: Check the extended self-test report for defects

In general, if the product and its cartridges are working correctly, all the color bars should be present, unstreaked, and uniform in color. The black text on the page should not show ink streaks.
Use the following table for examples of defects that can exist on the extended-self test report. The following examples are not inclusive, but tend to represent the most common issues.
Examples of defects on the extended self-test report
DefectExampleDescription or cause
Broken lines in grid patternsIllustration of broken linesProblem with the ink nozzles
Faded or non-uniform colors in the color blocksIllustration of nonuniform colorsDepleted cartridges, or ink mixing together
Track marks or ink smears in the textIllustration of smeared textFibers or other debris on one or both of the cartridges
The color blocks are streaked or linedIllustration of streaks in the reportThe cartridge might be running out of ink or the nozzles might be clogged
One or more of the colored blocks is missing entirelyIllustration of missing colors on report
1 - All colors printed - no missing colors
2 - Yellow missing - the color cartridge is not printing correctly
The cartridge is out of one color of ink or the ink nozzles might be clogged.
  • If you see no defects on the extended self-test report , the print mechanism and ink supplies work correctly. If printouts are still unsatisfactory, try these general print-quality guidelines, and then do not continue the troubleshooting steps in the remainder of this document:
    • Make sure the image you are printing has sufficient resolution. Images that have been enlarged too much might appear fuzzy or blurry.
    • If the problem is confined to a band near the edge of a print, use the software you installed with the product, or another software program to rotate the image 180°. The problem might not appear on the other end of the printout.
  • If you see one or more of these defects on the extended self-test report , continue to the next steps.

Step four: Clean the cartridges using an automated utility

Follow these steps to run an automated tool to clean the cartridges if you found defects on the extended self-test report.
  1. Open HP Solution Center:
      1. Click Start .
      2. Click All Programs .
      3. Click HP .
      4. Click HP Solution Center .
      1. Click the Windows icon ( ).
      2. Click All Programs .
      3. Click HP .
      4. Click HP Solution Center .
    HP Solution Center opens in a new window.
  2. Click Settings ( ).
  3. In the Print Settings area, click Printer Toolbox . The printer Toolbox opens.
  4. On the Device Services tab, click Clean the Print Cartridge(s) ( ).
  5. Click Clean to begin the process.
    NOTE:Mechanical noises during the cleaning process are normal. A test page prints when the cleaning process finishes.

Step five: Align the HP product

Follow these steps to align the product.
  1. Make sure you have plain paper loaded in the product.
  2. Open HP Solution Center:
      Click Start , click All Programs , click HP , and then click HP Solution Center .
      Click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
    HP Solution Center opens in a new window.
  3. In HP Solution Center, click Settings ( ).
  4. In the Print Settings section, click Printer Toolbox . The printer Toolbox opens in a new window.
  5. Click Align the Print Cartridges ( ).
  6. Click Print Page . The product prints an alignment page.
    Figure 9: Product prints an alignment page
    Illustration of the product printing an alignment page
  7. Lift the product lid.
    Figure 10: Lift the product lid
    Illustration of lifting the product lid
  8. Place the alignment page on with the printed-side down on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 11: Load the alignment page
    Illustration of loading the alignment page
  9. Lower the product lid.
    Figure 12: Lower the lid
    Illustration of lowering the product lid
  10. Press the Scan button ( ) to scan the alignment page.
    Figure 13: Scan the alignment page
    Illustration of scanning the alignment page
  11. Wait while the product scans the alignment page and completes the alignment process.

Step six: Clean the area around the ink nozzles

You need to complete these steps only if you noticed track marks or smears in the text on the extended self-test report as described earlier in this document.
CAUTION:Do not perform these steps unless your extended self-test report specifically shows smeared text or track marks. If your report does not show this defect, continue to the next solution.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that will not come apart or leave fibers (coffee filters work well)
    • Clean sheets of paper
      CAUTION:Do not use platen cleaners or alcohol to clean the area. These can damage the cartridge or the product.
  2. Press the Power button ( ) to turn on the product, if it is not already on.
  3. Open the front access door.
    Figure 14: Open the front access door
    Illustration of opening the front access door
  4. Wait for the carriage to move to the center of the product.
  5. Press down on one of the cartridges to release it, and then pull it out from its slot.
    Figure 15: Remove the cartridge
    Illustration of removing the cartridge
    CAUTION:Do not remove both cartridges at the same time. Do not leave a cartridge outside the product for more than 30 minutes.
    CAUTION:Do not touch the cartridge contacts or nozzles.
    Figure 16: Do not touch the contacts
    Illustration: Do not touch the cartridge contacts
  6. Set the cartridge on a piece of paper with the ink nozzles facing up.
  7. Lightly moisten a clean, foam-rubber swab with distilled water.
  8. Clean the face and edges around the ink nozzle with the swab.
    CAUTION:Do not clean the ink nozzle plate.
    Figure 17: Clean the area around the ink nozzle
    Illustration of the ink nozzle and cartridge contacts
    1 - Nozzle plate - DO NOT CLEAN
    2 - Area surrounding ink nozzle - Do clean
    3 - Cartridge contacts - Do not clean
  9. Either let the cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.
  10. Insert the cartridge into its designated slot. The black parallelogram icon ( ) designates the slot for the black cartridge, and the magenta half circle icon ( ) designates the slot for the color cartridge.
    Figure 18: Insert cartridge
    Illustrating of inserting the cartridge
    The cartridge rests in its slot at a slight upward angle.
    Figure 19: Cartridge rests at upward angle
    Illustration of cartridge resting at upward angle
  11. Press the cartridge in to snap it into place.
    Figure 20: Snap cartridge into place
    Illustration of snapping the cartridge into place
  12. Repeat these steps to clean the area surrounding the ink nozzle on the other cartridge.
  13. Close the front access door.
    Figure 21: Close the front access door
    Illustration of closing the front access door.
  14. Try printing again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Replace the problem cartridge

Follow these steps to replace the problem cartridge if you saw defects on the extended self-test report and the preceding steps did not resolve the issue, even if the cartridge is not low on ink. The problem cartridge is the one that printed the defects on the extended self-test report as described earlier in this document.
These steps are only basic instructions for installing a new cartridge. If you prefer detailed steps, click here for step-by-step instructions on replacing the cartridges (c01671728).
  1. With the product on, remove the old cartridge.
  2. Remove the new cartridge from its packaging.
  3. Remove the pink pull-tab from the new cartridge.
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles on the print cartridge. Doing so can cause bad electrical connections, clogged ink nozzles, or poor print quality.
  4. Hold the cartridge by its sides with the nozzles toward the product, and then slide the cartridge into its color-coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    • Insert the color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
  5. Align the cartridges.
  1. Make sure you have plain paper loaded in the product.
  2. Open HP Solution Center:
      Click Start , click All Programs , click HP , and then click HP Solution Center .
      Click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
    HP Solution Center opens in a new window.
  3. In HP Solution Center, click Settings ( ).
  4. In the Print Settings section, click Printer Toolbox . The printer Toolbox opens in a new window.
  5. Click Align the Print Cartridges ( ).
  6. Click Print Page . The product prints an alignment page.
    Figure 22: Product prints an alignment page
    Illustration of the product printing an alignment page
  7. Lift the product lid.
    Figure 23: Lift the product lid
    Illustration of lifting the product lid
  8. Place the alignment page on with the printed-side down on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 24: Load the alignment page
    Illustration of loading the alignment page
  9. Lower the product lid.
    Figure 25: Lower the lid
    Illustration of lowering the product lid
  10. Press the Scan button ( ) to scan the alignment page.
    Figure 26: Scan the alignment page
    Illustration of scanning the alignment page
  11. Wait while the product scans the alignment page and completes the alignment process.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution eight: Service the All-in-One

If the steps above have not solved the problem, see the steps at the end of this document to service the All-in-One.
NOTE:Keep a print sample that shows the problem. If the ink cartridges, printhead, or printer is replaced under warranty, the support agent will request the print sample. If the printer is returned to HP, the print sample must be returned with the printer. Place the sample in the output tray when you package your printer for shipping.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
NOTE:Some of the following solutions require the full HP software. If you did not install the full software when you installed your product, click here to go to the software and drivers page , and then download and install the full feature software.

Solution one: Use genuine HP cartridges

HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. If you do not use genuine HP cartridges, the following solutions might not resolve your print quality issue.

Solution two: Allow the All-in-One to rest

Sometimes, print-quality issues can be resolved during a period of inactivity. Consider waiting for about 40 minutes, and then try the print job again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the paper

Use the following guidelines to make sure that the paper you are using is appropriate for the print job. If it is not, reload the product with an appropriate paper type.
  • Load the paper print side down in the input tray. Many papers have printing and nonprinting sides, like photo paper and other special media. Usually, the smoother side is the "print side," and sometimes the non-print side has a logo of the paper manufacturer on it.
  • Do not use wrinkled or curled paper. Load only clean, wrinkle-free paper into the product.
    Figure 27: Do not use wrinkled paper
    Image: Do not use wrinkled paper
  • Use the correct paper type for your project.
    • For everyday text documents, plain paper with ColorLok technology works well. Paper with ColorLok technology is industry-standard paper that works well with HP ink.
      Figure 28: Plain paper with ColorLok technology is recommended for text printing
    • For documents with dense printing, such as high contrast graphics or photographs, use HP Advanced Photo Paper for the best results.
    • Some media may not absorb ink as well as others. If your prints smear easily, make sure you are using a recommended paper.
  • Store photo paper in its original packaging inside a resealable plastic bag. Store the paper on a flat surface in a cool, dry place. Load 10-20 sheets of photo paper only when you are ready to print, and then put the unused paper back in the packaging.
  • Try using a different paper. This will determine if the problem is related to the paper.
NOTE:Inappropriate paper usually causes vertical streaks in printouts (or if the problem occurs on a copy, dirty scanner glass usually causes the issue). Do not replace cartridges to fix vertical streaks.
Examples of horizontal streaks and vertical streaks in printout
Figure 29: Horizontal streaks in printout
Illustration of horizontal streaks
Figure 30: Vertical streaks in printout
Illustration of vertical streaks
Continue with the following troubleshooting steps if your printout contains horizontal streaks, or other print-quality issues besides vertical streaks.Do not replace cartridges for vertical streaks in a printout. Instead, check the paper as described earlier in this document, or search for a document that covers this issue. Vertical streaks in copies can often be fixed by cleaning the scanner glass.
After trying the preceding guidelines, try printing again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check the print settings

Follow these steps to check the print settings to make sure that they are appropriate for your print job.

Step one: Check the print quality settings

  1. Open a document, click File , and then click Print .
  2. Select the Paper Type/Quality or Media & Quality menu.
  3. Review the following options, and then make any necessary changes:
    • Paper type : If one of the options matches your paper type exactly, select that option.
    • Quality : If you are dissatisfied with the quality of your printouts, increase the print quality. To print more quickly, decrease the print quality.
NOTE: To save these settings for future print jobs, choose Save in the Presets menu, and then name the new preset. If multiple printers are installed, open System Preferences , and then click Print & Fax or Print & Scan (depending on your Mac OS X version). Set the Default Printer to Last Printer Used .

Step two: Check the Print in Grayscale setting

  1. Open a document, click File , and then Print .
  2. Select the Paper Type/Quality menu.
  3. Click the Color Options pop-up or tab if it displays. If you want color printouts, make sure that Grayscale is not selected. If the option does not display, it is not available for the printer.
NOTE: To save these settings for future print jobs, choose Save in the Presets menu, and then name the new preset. If multiple printers are installed, open System Preferences , and then click Print & Fax or Print & Scan (depending on your Mac OS X version). Set the Default Printer to Last Printer Used .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Check ink levels and replace low or empty cartridges

Follow these steps to check the ink levels, and then replace low or empty cartridges according to the results.
NOTE:Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low-ink levels, consider having a replacement cartridge available to avoid possible printing delays. You do not need to replace cartridges until print quality becomes unacceptable.
Examine the ink gauge on the control panel, near the control panel display.
Figure 31: Ink gauge on the control panel - Black ink close to empty
Illustration of the ink gauage on the control panel
1 - Color cartridge ink gauge
2 - Black cartridge ink gauge
  1. Make sure your printer is turned on and connected.
  2. From the Apple menu, choose System Preferences .
  3. Click Print & Fax .
  4. Select the printer in the list on the left side of the dialog.
  5. Click Options and Supplies .
  6. Click the Utility tab at the top of the window, and then click Open Printer Utility .
  7. The HP Utility opens. Click Supplies Status to display estimated ink levels (features and options may vary depending on your printer model).

Solution six: Print and evaluate an extended self-test report and troubleshoot defects

Follow these steps to print, and then evaluate an extended self-test report.

Step one: Print an extended self-test report

  1. Make sure you have plain white, letter-size paper loaded in the input tray.
  2. Press and hold the Power button ( ) and the Cancel button ( ) for 10 seconds. The extended self-test report prints.
    Figure 32: Example extended self-test report
    Illustration of the extended self-test report

Step two: Determine which cartridges printed which areas of the extended self-test report

Different cartridges print different areas of the extended self-test report. Use the following guidelines to determine which cartridge printed which areas.
  • The black cartridge prints the black areas of the report, such as the black bars and black text.
  • The color cartridge prints the color areas of the report, such as the cyan (blue), magenta, and yellow color bars.
Figure 33: Which cartridges print which areas of the extended self-test report
Illustration of the different parts of the extended self-test report
Make a note of which cartridges printed which areas of the extended self-test, and then continue to the next step to troubleshoot defects on the report.

Step three: Check the extended self-test report for defects

In general, if the product and its cartridges are working correctly, all the color bars should be present, unstreaked, and uniform in color. The black text on the page should not show ink streaks.
Use the following table for examples of defects that can exist on the extended-self test report. The following examples are not inclusive, but tend to represent the most common issues.
Examples of defects on the extended self-test report
DefectExampleDescription or cause
Broken lines in grid patternsIllustration of broken linesProblem with the ink nozzles
Faded or non-uniform colors in the color blocksIllustration of nonuniform colorsDepleted cartridges, or ink mixing together
Track marks or ink smears in the textIllustration of smeared textFibers or other debris on one or both of the cartridges
The color blocks are streaked or linedIllustration of streaks in the reportThe cartridge might be running out of ink or the nozzles might be clogged
One or more of the colored blocks is missing entirelyIllustration of missing colors on report
1 - All colors printed - no missing colors
2 - Yellow missing - the color cartridge is not printing correctly
The cartridge is out of one color of ink or the ink nozzles might be clogged.
  • If you see no defects on the extended self-test report , the print mechanism and ink supplies work correctly. If printouts are still unsatisfactory, try these general print-quality guidelines, and then do not continue the troubleshooting steps in the remainder of this document:
    • Make sure the image you are printing has sufficient resolution. Images that have been enlarged too much might appear fuzzy or blurry.
    • If the problem is confined to a band near the edge of a print, use the software you installed with the product, or another software program to rotate the image 180°. The problem might not appear on the other end of the printout.
  • If you see one or more of these defects on the extended self-test report , continue to the next steps.

Step four: Clean the cartridges using an automated utility

Follow these steps to run an automated tool to clean the cartridges if you found defects on the extended self-test report.
  1. Make sure your printer is turned on and connected.
  2. From the Apple menu, choose System Preferences .
  3. Click Print & Fax .
  4. Select the printer in the list on the left side of the dialog.
  5. Click Options and Supplies .
  6. Click the Utility tab at the top of the window, and then click Open Printer Utility .
  7. The HP Utility opens. Click Clean Cartridges (features and options may vary depending on your printer model).
NOTE:Mechanical noises during the cleaning process are normal. A test page prints when the cleaning process finishes.

Step five: Align the HP product

Follow these steps to align the product.
  1. Make sure the printer is on and connected, and unused, plain paper is loaded.
  2. From the Apple menu, choose System Preferences .
  3. Click Print & Fax .
  4. Select the printer in the list on the left side of the dialog.
  5. Click Options and Supplies .
  6. Click the Utility tab at the top of the window, and then click Open Printer Utility .
  7. The HP Utility opens. Click Align (features and options may vary depending on your printer model). The product prints an alignment page.
    Figure 34: Product prints an alignment page
    Illustration of the product printing an alignment page
  8. Lift the product lid.
    Figure 35: Lift the product lid
    Illustration of lifting the product lid
  9. Place the alignment page on with the printed-side down on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 36: Load the alignment page
    Illustration of loading the alignment page
  10. Lower the product lid.
    Figure 37: Lower the lid
    Illustration of lowering the product lid
  11. Press the Scan button ( ) to scan the alignment page.
    Figure 38: Scan the alignment page
    Illustration of scanning the alignment page
  12. Wait while the product scans the alignment page and completes the alignment process.

Step six: Clean the area around the ink nozzles

You need to complete these steps only if you noticed track marks or smears in the text on the extended self-test report as described earlier in this document.
CAUTION:Do not perform these steps unless your extended self-test report specifically shows smeared text or track marks. If your report does not show this defect, continue to the next solution.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that will not come apart or leave fibers (coffee filters work well)
    • Clean sheets of paper
      CAUTION:Do not use platen cleaners or alcohol to clean the area. These can damage the cartridge or the product.
  2. Press the Power button ( ) to turn on the product, if it is not already on.
  3. Open the front access door.
    Figure 39: Open the front access door
    Illustration of opening the front access door
  4. Wait for the carriage to move to the center of the product.
  5. Press down on one of the cartridges to release it, and then pull it out from its slot.
    Figure 40: Remove the cartridge
    Illustration of removing the cartridge
    CAUTION:Do not remove both cartridges at the same time. Do not leave a cartridge outside the product for more than 30 minutes.
    CAUTION:Do not touch the cartridge contacts or nozzles.
    Figure 41: Do not touch the contacts
    Illustration: Do not touch the cartridge contacts
  6. Set the cartridge on a piece of paper with the ink nozzles facing up.
  7. Lightly moisten a clean, foam-rubber swab with distilled water.
  8. Clean the face and edges around the ink nozzle with the swab.
    CAUTION:Do not clean the ink nozzle plate.
    Figure 42: Clean the area around the ink nozzle
    Illustration of the ink nozzle and cartridge contacts
    1 - Nozzle plate - DO NOT CLEAN
    2 - Area surrounding ink nozzle - Do clean
    3 - Cartridge contacts - Do not clean
  9. Either let the cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.
  10. Insert the cartridge into its designated slot. The black parallelogram icon ( ) designates the slot for the black cartridge, and the magenta half circle icon ( ) designates the slot for the color cartridge.
    Figure 43: Insert cartridge
    Illustrating of inserting the cartridge
    The cartridge rests in its slot at a slight upward angle.
    Figure 44: Cartridge rests at upward angle
    Illustration of cartridge resting at upward angle
  11. Press the cartridge in to snap it into place.
    Figure 45: Snap cartridge into place
    Illustration of snapping the cartridge into place
  12. Repeat these steps to clean the area surrounding the ink nozzle on the other cartridge.
  13. Close the front access door.
    Figure 46: Close the front access door
    Illustration of closing the front access door
  14. Try printing again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Replace the problem cartridge

Follow these steps to replace the problem cartridge if you saw defects on the extended self-test report and the preceding steps did not resolve the issue, even if the cartridge is not low on ink. The problem cartridge is the one that printed the defects on the extended self-test report as described earlier in this document.
These steps are only basic instructions for installing a new cartridge. If you prefer detailed steps, click here for step-by-step instructions on replacing the cartridges (c01671728).
  1. With the product on, remove the old cartridge.
  2. Remove the new cartridge from its packaging.
  3. Remove the pink pull-tab from the new cartridge.
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles on the print cartridge. Doing so can cause bad electrical connections, clogged ink nozzles, or poor print quality.
  4. Hold the cartridge by its sides with the nozzles toward the product, and then slide the cartridge into its color-coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    • Insert the color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
  5. Align the cartridges.
  1. Make sure the printer is on and connected, and unused, plain paper is loaded.
  2. From the Apple menu, choose System Preferences .
  3. Click Print & Fax .
  4. Select the printer in the list on the left side of the dialog.
  5. Click Options and Supplies .
  6. Click the Utility tab at the top of the window, and then click Open Printer Utility .
  7. The HP Utility opens. Click Align (features and options may vary depending on your printer model). The product prints an alignment page.
    Figure 47: Product prints an alignment page
    Illustration of the product printing an alignment page
  8. Lift the product lid.
    Figure 48: Lift the product lid
    Illustration of lifting the product lid
  9. Place the alignment page on with the printed-side down on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 49: Load the alignment page
    Illustration of loading the alignment page
  10. Lower the product lid.
    Figure 50: Lower the lid
    Illustration of lowering the product lid
  11. Press the Scan button ( ) to scan the alignment page.
    Figure 51: Scan the alignment page
    Illustration of scanning the alignment page
  12. Wait while the product scans the alignment page and completes the alignment process.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution eight: Service the All-in-One

If the steps above have not solved the problem, see the steps at the end of this document to service the All-in-One.
NOTE:Keep a print sample that shows the problem. If the ink cartridges, printhead, or printer is replaced under warranty, the support agent will request the print sample. If the printer is returned to HP, the print sample must be returned with the printer. Place the sample in the output tray when you package your printer for shipping.
Follow these steps only if the preceding troubleshooting sections instructed you to do so.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

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