Defective Cartridge

[Awisawe]

Hi Team

I bought 64xl black ink cartridge. After I installed the printing is very scrambled. I tried cleaning and even aligning but no luck.

Please help

[Irfan_06]

Hi @Awisawe,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are facing an issue with print quality on your printer.

Do you have the same issue when you make a copy on the printer standalone? (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application are you using to print?

- When was the last time your printer was working fine?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[Awisawe]

Hi Irwin

I use my MacBook pro and iPhone to print.

I tried the copy function and results are the same.

I had bought the 64XL Black ink cartridge 

I did the align but the results are still bad

I printed almost 200 pages and now it is showing scrambled lines

Just to test I bought another 64 Black ink cartridge and that works absolutely fine.

• Your order number is H355077266
  Your order number is your invoice number
• Order date: Jul 24, 2023

I found this number on the ink cartridge  : 5021520117846274 (I guess this is the Serial Number)

[Irfan_06]

Hi @Awisawe,

Thank you for sharing the above information.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, please share the exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support