02-01-2020 03:20 PM
I have Microsoft Windows 10, but not positive if it's 32-bit. Soon after replacing my black ink cartridge with a new HP-564XL, it started skipping partial lines of text from the document I was printing. Haven't had a problem like this persist before, but I have now done the printhead adjustment and cleaning multiple times...without improvement! If anything, it's getting worse! There is nothing wrong with the paper, and I have gone through the suggested steps to correct these problems. I am NOT a computer "geek", so I don't understand all the terminology used, and don't find the "virtual agent" helpful! I can't find an HP customer service phone number to be able to speak to a real human, but I really need help with this aggravating problem with missing print. My test pages look PERFECT, after the cleanings. Also, I was never able to access the "HP Print and Scan Doctor" function on my computer. Can someone please help... in terms I will understand?
P.S. -- I am low on 2 colors, but am only printing BLACK text...so I don't want to replace them until I need to. That has never been a problem before, so I hope it is not one now! Thank You!!!!!
02-04-2020 01:45 PM
Welcome to the HP Support Community.
Are the copies coming out well?
Let's try to do a root uninstall and reinstall of the software:
Unplug any USB cable, if any, before doing this.
1.) In Windows, search for and open Programs and features
2.) Select your HP Printer
3.) Select Uninstall
4.) In Windows, search for and open Devices and printers
5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'
6.) Open up the run command with the "Windows key + R" key combo.
7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
8.) Click on the "Drivers" tab
9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
10.) Select Ok
11.) Select Apply and Ok on the Print Server Properties windows
12.) Close Devices and Printers
13.) Open up the run command with the "Windows key + R" key combo
14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.
15.) Restart the computer.
Once done, please download and install the software from here:
Let me know if this helps.
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Have a great day!
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