Printer only shows half a line of print. Print cartridges not low or empty.

[Wills100]

I have an Envy 5000 printer. In recent weeks I've been unable to print any pages properly. Only the top half of any line of text appears, including when printing test pages. Colours do appear, it mainly seems to be with black ink. This makes the printer unusable, although I am subscribed to Instant Ink, I can't print. It seems to be a cartridge issue but no error codes etc appear. I can't see any way to contact HP directly, despite having a paid subscription. Please can somebody advise me who to raise this with HP and how to get it resolved. I'm assuming I have a faulty black cartridge?  I have tried print head cleaning and alignment, it makes no difference. Will.

[Nal_NR]

Hi @Wills100,

 I'd like to help!

To better assist you - 

1) Does the copy print out the same way? 

2) What's the application you are trying to print from? Have you tried printing from a different application or device? 

While you respond to that, let's print a Print Quality Diagnostic page -

Load the printer with plain white paper.

On the printer control panel, swipe left on the display, and then touch Setup .

Touch Tools.

Swipe up on the display, and then touch Print Quality Report.

Post the Print Quality Diagnostic page here so we can help you further. 

You may also refer to this document with steps to fix the " Print Quality Issues" issue applicable to your printer

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Nal_NR]

Hi @Wills100,

As we did not hear from you, 
I'll be closing this case for now. If you need further assistance, feel free to reach out to us. 

Have a great day!