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HP ENVY 5020 All-in-One Printer

I had a jam in my printer. Once it was cleared the black didn't work. I changed the black ink cartridge to a new one. I cleaned the heads a printed off an alignment page and the black ink didn't appear 

My printer is an envy 5020

 

 

 

 

 

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Sorry, but at this point it would appear the hardware of your printer was damaged in the paper jam.  The blue/gray background would print from the color cartridge as underprinting when printing black, this is to "set" the black ink.  

 

Personally, I would have expected the likely damage to have been the ribbon cable (the 1" wide white cable) dislodged. 

 

Any chance your printer is still in warranty*?  If not it likely is not feasible to repair.  You may find that the print quality is OK if you remove the black cartridge and print with the color cartridge only. 

 

To check warranty coverage you will need to go to the Contact HP page, then enter the information for your printer. 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


View solution in original post

12 REPLIES 12
HP Recommended

I have looked at all the solutions to the individual questions given and none of them help me. i have also tried the sheet for ink problems, but none of actions listed worked. I have tried cleaning the print heads and printed off an alignment page and the black was missing. I have also changed the cartridge to a new one?

Could someone reply with an answer specific problem please? It would be much appreciated.

Thank you very much

HP Recommended

It sounds like you have already gone through the troubleshooting steps in the document here to resolve black not printing on your Envy 5020 printer without resolving the issue. 

 

I assume you have removed the protective taape from the nozzles.  It may help to gently blot the printhead on a damp tissue, just to confirm the cartridge is OK.  It should show a strong blot of black ink.

 

How bad was the paper jam?  If the printer had picked several sheets of paper and then the carriage moving back and forth caught the paper and crumpled it against the carriage it may have dislodged the electrical connections.   I would suggest the following:  open the printer as if you were going to change the cartridges.  Remove the cartridges and set them aside.  Unplug the printer.  Use a flashlight and examine the gold pads where the cartridges would be plugged into the carriage.  Are there any tears in the circuitry? If so the printer will likely require service or replacement.

 

Next, gently move the carriage from side to side.  Look carefully at the flat cable (a white flat cable about 1" wide that connects to the carriage).  Make sure there is not any damage in the cable, and that it is properly connected to the carriage.  If the cable appears displaced please describe it (a picture would be even better).  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


HP Recommended

The jam was bad. It was very difficult to get the paper out. I have gone through the steps you suggested and there's no a problem.

Thanks for your help.

HP Recommended

Did you blot the black cartridge on a damp tissue as I suggested above?  What was the result?

 

If you remove the black cartridge and print with just the color cartridge does it print correctly (the printer will automatically switch to reserve mode, using the color cartridge to print black).


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


HP Recommended

I did blot the black ink cartridge and an imprint of black was left. Also, the colour cartridge is working. When I try to print black, it comes out as blue or grey.

 

 

 

HP Recommended

Did you try printing black with the black cartridge removed? Is that when the black areas show as blue or grey?  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


HP Recommended

I printed with the black cartridge in, that's when it came out grey or blue.

HP Recommended

Sorry, but at this point it would appear the hardware of your printer was damaged in the paper jam.  The blue/gray background would print from the color cartridge as underprinting when printing black, this is to "set" the black ink.  

 

Personally, I would have expected the likely damage to have been the ribbon cable (the 1" wide white cable) dislodged. 

 

Any chance your printer is still in warranty*?  If not it likely is not feasible to repair.  You may find that the print quality is OK if you remove the black cartridge and print with the color cartridge only. 

 

To check warranty coverage you will need to go to the Contact HP page, then enter the information for your printer. 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


HP Recommended

I can't seem to find the rest of the conversations!

You asked me to remove the black ink cartridge. The printer defaulted to dark grey which is good enough to read. When I put the black ink back, the page came out blank. 

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