OfficeJet Pro 9025 won't print on HP Photo Paper, doesn't pull the paper properly, partial prints

[jarrah31]

Hello,

I am using HP Premium Plus Photo Paper, both 13x18cm and 10x15cm. 

The problem is that when printing photos, it either only prints partially on the paper (i.e. two-thirds ink, the rest white), or it doesn't print at all on the paper. It's as if it's not gripping the paper properly, either at the start or part way through printing. I am placing the photos in the top tray as instructed, face down in a portrait orientation. I ensure the paper is pushed to the end of the tray against the two spikes, and I carefully insert the tray so the paper doesn't move.

One of my 13x18 prints must have dumped all the ink into the printer somewhere, because when it spat out the photo paper, there was nothing on it. There were instead 6 black bands on the back where ink had obviously been printed onto rollers and smeared on the back as it fed the paper through.

This printer is less than 30 days old so I wouldn't expect to have these issues on such a new printer!

I've tried printing both from MacOS and Windows. The printer has the latest firmware (MANHHIPP1N001.2010A.00), and is running the latest MacOS and Windows drivers given I only downloaded them within the last 30 days. This is my first HP printer having previously used an Epson which had none of these issues, and I'm very tempted to send this back and buy Epson instead.

Do you have any suggestions please?

Thanks.

[Raj1788]

Hi There, Welcome to the HP Support Community!

I'll be glad to assist you.

Could you please let me know if you are facing the same issue while making a copy of a regular document?

Did you try using a different photo paper?

Try to print from a different application and check if you are facing the same issue?

Keep me posted.

Cheers:)

[jarrah31]

Hi Raj,

Good idea, I put some A4 paper in Tray 2 to test but it grabbed the paper with no problems.

I haven't tried different photo paper because it really should work with official HP photo paper. 

Printing from different applications will make no difference to feeding paper, it appears to be a mechanical fault. I have seen posts from other forums members with the same problem with this printer.

Thank you for your help.

[Raj1788]

Thanks for the details,

Please follow the below document for the paper pick issue.

Click here: https://support.hp.com/us-en/product/hp-officejet-pro-9020-all-in-one-printer-series/23918456/model/...

Keep me posted, how it goes!

If the information provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[jarrah31]

Hi Raj,

I've checked the paper feed roller for the photo tray and given it a clean as suggested in the article. It's a brand new printer so those pickup rollers should be fine anyway.

Unfortunately it hasn't helped and I don't think it's related anyway. Focusing on printing a 4x6 photo, it picks up the paper ok all the time and proceeds to print 2/3 of the image. After a moment I can see the photo being fed into the output tray a bit at a time as it prints each row, but it then appears to stop being fed through even though the print head is still moving and printing. When the print has finished, the paper is still partially stuck in the output feeders and I have to reach in and forcibly pull it out. This is when I see that only 2/3 of the image has been printed, and always to the same location on the paper. For some reason the printer can't continue feeding the paper.

When printing, I'm selecting the 'Photo on Glossy Paper' preset, 4x6 borderless paper option, fill entire paper, paper type is Photo Glossy Paper, feeding from the Alternative tray (which is Tray 2), and choosing Best Quality.

Thanks.

[TEJ1602 · Accepted solution]

@jarrah31

This looks like a hardware issue.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

Please click “Accepted 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!

[jarrah31]

Thank you for your help. I contacted HP support and they confirmed a replacement was required. As I was within 30 days of purchase, a new printer has been shipped.