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‎05-20-2020 07:17 AM - edited ‎05-20-2020 07:19 AM

HP Recommended
Product: HP Envy 5000 series
Operating System: Microsoft Windows 10 (32-bit)

My color ink works perfectly, my black ink is skipping lines and not printing completely. My HP app recognizes it as full and ready to go. I tried to clean it off with a cotton swab and bottled water and it made it a little better but not fully. I tried to use the "clean cartridge" setting on my computer and the "second clean" and it did not help. I have instant ink and they said my ink is all set and won't let me order a new cartridge. I unplugged and plugged back in the printer, ran test pages and nothing is saying any error messages. I disconnected the printer form my computer and then connected it again and nothing changed. I think the problem is with the cartridge but I don't know what to do. 

4 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎05-20-2020 09:54 AM

HP Recommended

Get a plastic dish and put 1/4" of hot water in it.  
Use rubber gloves.
Remove the black cartridge and put the printhead down into the water.  
Soak for few minutes, then remove and clean/dry the contacts with a lint free wipe like a coffee filter.
Install back in the printer.
Try printing.

Repeat if necessary.

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Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.

View solution in original post

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9 REPLIES 9

‎05-20-2020 09:54 AM

HP Recommended

Get a plastic dish and put 1/4" of hot water in it.  
Use rubber gloves.
Remove the black cartridge and put the printhead down into the water.  
Soak for few minutes, then remove and clean/dry the contacts with a lint free wipe like a coffee filter.
Install back in the printer.
Try printing.

Repeat if necessary.

----------------------------------------------------------------------------------
Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.
Was this reply helpful? Yes No

‎06-23-2020 09:48 AM

HP Recommended

I'm having this same issue. But I had another black ink cartridge and I put a brand new one in there and it is still "skipping". I'm going to try the coffee filter thing and see if it helps. Because the cartridge I replaced said it was fine and didn't need replaced yet.... I don't know 

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‎06-23-2020 10:02 AM

HP Recommended

I soaked the new cartridge in hot water while using a coffee filter to wipe where it goes in the machine. Re-inserted it and tried to print again. Still printing the same

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‎06-23-2020 11:10 AM

HP Recommended

@Selma83 , what printer model do you have?

----------------------------------------------------------------------------------
Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.
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‎06-23-2020 06:55 PM

HP Recommended

Sorry it took so long to reply. It is an HP Photosmart 6515 e-All-in-One Printer - B211a

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‎06-23-2020 11:23 PM

HP Recommended

@Selma83 , you have a printhead problem and not a cartridge one.

----------------------------------------------------------------------------------
Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.
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‎06-24-2020 07:48 AM

HP Recommended

Any suggestions on what to do to fix it? The colored ink is working it is only the black ink that is having issues.

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‎06-24-2020 11:30 AM

HP Recommended

@Selma83 , you can try cleaning it manually using info from youtube vids.

Warning make sure to wear rubber gloves.

----------------------------------------------------------------------------------
Please mark the post that solves your issue as "Accept as Solution".
I am a volunteer and do not work for HP.
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‎06-24-2020 12:19 PM

HP Recommended

Thank you so much. I looked up a video and ordered the tools I'll need to take it apart. The video I found is as follows: 

https://youtu.be/vhJjSjne3Z0 

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