03-30-2019 04:26 PM
This printer - a couple of months old - is occasionally printing pages with a double image. One image is slightly offset from the other. I printed a 2-page document where the first page was fine but the second page had a double image. When it happens is unpredictable. The printer can print fine for several pages and then a double image.
Below is an example.
What is a possible fix?
04-01-2019 12:35 PM - edited 04-01-2019 12:35 PM
Thanks for reaching out to the HP Support community!
- Do you have this issue while making a copy?
Let's try these steps:
Step 1: Power Reset
- Make sure this printer is plugged into a direct wall, not a surge protector.
- Turn the printer on.
- Wait until the printer is idle and silent before you continue.
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Unplug the power cord from the wall outlet. Wait at least 60 seconds
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the rear of the printer.
- Turn on the printer, if it does not automatically turn on.
- Try to print again, if the issue persists, proceed to the next step.
Step 2: Perform Printer Alignment
- On the control panel of your printer, touch settings icon > Printer Maintainance > Align Printer
- Once the alignment is completed try to print again, if the issue persists, proceed to the next step.
Step 3: Printer Firmware Update.
- On the control panel of your printer, touch settings icon > Printer Maintainance > Update the Printer > Check for printer updates now
- This will install a newer firmware update if available
- Try to print again
Let me know if this helps or if you need any other assistance.
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I am an HP Employee
04-01-2019 04:08 PM
I put the printer through "Step 1: Power Reset" and then printed. The printout was good. I printed two other short documents and those were good.
I then worked through Step 2 and Step 3. The alignment printout looked just right and the printer says its firmware is up-to-date.
So far, so good. As I wrote initially, the printer's behaviour of double image happens unpredictably.
I really don't want to have to go through this song-and-dance if this happens again.
Are you confident your solution is a permanent fix?
04-24-2019 10:36 AM
Unfortunately, the problem of double image printing is happening again. It's not occurring as frequently - maybe once in awhile - but it's still happening.
Is HP considering a repair to the printer's firmware or software?
04-24-2019 01:12 PM
We have tried most of the possible troubleshooting steps for this issue.
But as a last resort, we can try performing a factory reset on the printer
Factory reset settings of a printer differ from one printer model to another.
I will send you a private message that would have the steps to reset your printer to the factory settings.
Note: Resetting the printer to the factory settings would erase all configurations like your Wireless settings, Fax settings, and other preferences.
You have to re-do the set up again once you perform the factory reset.
I am an HP Employee