Color LaserJet Pro MFP M477fdn Printing Full Magenta pages.

[tworth40]

I have been trying to get help by HP support chat, but after talking with them three times today and getting the same answers and getting no where, I have come to the forums to maybe get some help. I have a Color LaserJet Pro MFP M477fdn that is printing documents, pdfs, print jobs from web pages, etc. with a full magenta background. And yes, before you ask, I have updated the drivers and firmware.The toner cartridge has been replaced and does the exact same thing. Now it doesn't happen often but it continues to happen. But when I go to the chat support and tell them all of this, it seems to be something wrong with Microsoft office. We have plenty of newer model printers out at schools, and all the computers with the same version of Office print fine to them. I have tested this on multiple computers and have gotten it to happen multiple times. Their response is that it has not occurred on internal pages, so it isn't a hardware problem, it has to be something wrong with Microsoft Office after I told them that it has happened to multiple different type of print jobs. It happens randomly so it is hard to try to catch on internal pages like config reports. I have printed so many pages and wasted ink, so I need to find another way to fix this.

 I do repairs for a living and think of myself as a sufficient repairman when it comes to diagnosis. So it is a reasonable guess to think hardware issue with all the info given. The support staff does not seem to think so. I confronted the last chat that I was in(been in three chats today) and asked if i should contact Google as well. Should have included Adobe. He continued to reply it was an issue with Microsoft Office and to contact them, then proceeded to end the conversation. The printer is under warranty and we are just trying to replace it or fix it and get it back into service(we usually extend our warranty after replacing a printer but I am not sure now). I do not understand what the point of a warranty is if I can't use it on an issue like this. 

If anyone can give me any insight or help, that would be greatly appreciatted. I have spent a lot of my days working on this and spent a total of roughly three to four hours in support chat.

[John_Getzke]

> M477fdn that is printing documents, pdfs, print jobs from web pages, etc. with a full magenta background.

Full page magenta or any color prints is a physical defect.  We need to repair something on the printer to resolve that problem.

> The toner cartridge has been replaced and does the exact same thing.

Faulty toner cartridges are normally the first step.  Are you using 3rd party or OEM HP catridges?  If 3rd party it may be worth it to invest into an HP original and see if the problem persists. Then you can go back to your 3rd party vendor for refunds and replacement cartidges.

> But when I go to the chat support and tell them all of this, it seems to be something wrong with Microsoft office

No.  Office is not telling your printer to print in a full magenta page.  You may be able to rule out all software troubleshooting if you can reproduce the problem from the control panel reports.  The demo page seems like it would be a good way to verify this one.

> Their response is that it has not occurred on internal pages, so it isn't a hardware problem

Are you printing the black and white reports or the demo page?  You also suggested that teh problem doesnt happen every print job either.  Theres a chance you were unlucky.  It would be too wierd for this to be tied to the software somehow.  Does the problem happen from other printing applications?

> So it is a reasonable guess to think hardware issue with all the info given

Agreed.

> The printer is under warranty and we are just trying to replace it or fix it and get it back into service

This is something warranty should cover.  If HP cant figure it out then they should replace the printer under the warranty.  They can work on the defective printer on thier own time from there.  I would continue to press them to leverage your existsing support on this printer while you can.  Pick up from a previous call so that you do not have to reproduce all of the troubleshooting steps.

I would also recommend skipping chat if they are not working for you.  Try contacting HPs 1800 number and speak to a rep instead.  I usually have better luck with unique scenarios like this over voice than chat.  Chat is only good for things the knowledge documents can explain, which is plrenty of scenarios.

[John_Getzke]

Did some additional searching and found a few extra links with suggestions:

(Formatter): http://www.hp.com/cpso-support-new/pq/CP4025-CP4525/fullcolor_3.html

(DC Controller PCA): http://www.printertechs.com/printer-troubleshooting/common-print-defects/121-defect-black-page

(HVPS): https://h30434.www3.hp.com/t5/LaserJet-Printing/M276nw-Prints-Full-page-Magenta/td-p/5910152