Won't print documents with inserted graphics

[chris_ems]

hi,

our printer just prints as he likes. sometimes at the first try, sometimes never. We tried every possible connection (usb cable, usb stick, wi-fi, lan,...), every time with the same result.

lately we found out, that he hates inserted graphics like photos or pasted signatures and so on...

is there a solution or at least an approach or is our printer just an a**hole?

thanks, chris

[Kumar0307]

Hi @chris_ems

Welcome to the HP Support Community. I'd be happy to assist you.

• Which application are you trying to print from?
• Have you tried printing different types of documents like PDF, Word or Webpages and check if the issue persists?
• Do you get any errors while printing?

For now, let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[chris_ems]

Hi Kumar,

thx for your support. i tried your recommended steps, didn't bring the expected results.

• Which application are you trying to print from?

Preview for Mac, Air Print from iPad or iPhone (latest software), Adobe Reader for Mac and iPad -> each of them work sometimes, while Adobe Reader for Mac seems to be the most promising way.

• Have you tried printing different types of documents like PDF, Word or Webpages and check if the issue persists?

Yes, pdf, doc, docx, websites on safari and chrome, etc. -> pictures and graphics still not welcome, plane text works

• Do you get any errors while printing?

sometimes we receive an error which refers to the internal storage

firmware is updated as well as our macs, iphones and ipads.

thx again,

christian

[Kumar0307]

@chris_ems

Try making a copy of a picture and check if that works.

If the issue persists, resetting the printer to its factory settings may help. 

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Let me know how this goes.

[chris_ems]

Hi Kumar,

did that, storage reset worked but without the expected result.

printing via adobe reader possible. via word for mac all pages but the last one (with an inserted signature as png).

*update: replacing the png with a jpg seems to work (for whatever reason)! i'll keep an eye on that.

thanks for your support,

christian

[Kumar0307]

@chris_ems, thank you for the response.

Did you try making a copy and check if the issue persists?

If the issue is limited to PNG format only, kindly contact Apple support for further assistance as JPG files are printing fine.

Keep me posted.