HP DeskJet 2700e not printing black only color

[SteveEdmead]

Hi  - I have hardly used this new printer yet. I tried to print a word document yesterday and  it was printing blank pages. Today I tried a different document with some colored text (unlike yesterday)  - and it was printing  the colored text but not the black type face.  The new ink cartridges look to be seated correctly. Anything obvious I am missing (printer set up?).    Steve Edmeades ( very confused!).

[Nal_NR]

Hi @SteveEdmead,

Welcome to the HP Support Community. 

I'd like to help!

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Run the automated printhead or ink cartridge cleaning tool

• Clean the printhead and cartridges to resolve print quality issues including incorrect colors, streaks, and faded prints.
• Load plain white paper in the tray.
• Open the HP Smart app, and then click the picture of your printer to open the settings and management tools.
• In Print Quality Tools or in Advanced Settings > Tools > Utilities > Print Quality Toolbox, select Clean Printhead to start the cleaning tool.
• Review the Print Quality Diagnostic page that prints for defects and any instructions to resolve the issue. Run up to two more cleaning cycles, if necessary.

Check for ink smears on the back of printouts

• Use an automated cleaning tool if there are smears of ink on the back of documents or photos.
• Load plain white paper in the tray.
• Open the HP Smart app, and then click the picture of your printer to open the settings and management tools.
• In Print Quality Tools or in Advanced Settings > Tools > Utilities > Print Quality Toolbox, select Clean next to Clean Smear to start the cleaning tool.

Check ink cartridges

• Very low ink levels, using non-HP cartridges, and rough handling can cause print quality issues.
• Replace any non-HP or refilled cartridges with genuine HP cartridges. HP supplies are available from the HP Store and local retailers.
• HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. Go to HP Anti Counterfeiting and Fraud Program for more information.
• Check the ink levels and replace any low or empty cartridges.
• NOTE:
• The printer features a 'backup mode' that enables printing with one cartridge. Remove the low or empty cartridge to continue printing if a replacement is not available. Depending on the cartridge removed, blacks will not be as dark and color prints will be in grayscale.

• Rough handling of cartridges during transport or installation can cause print quality problems. Wait a few hours for the automatic servicing routine to complete, and then try to print again.
• If a cartridge is bad, replace it. If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP Limited Warranty information to see if a cartridge is still in warranty.

Click here for the remaining steps

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Hope this helps! Keep me posted for further assistance.
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[SteveEdmead]

Hi Elohi  thanks for suggestions

I cannot find a Advanced Settings > Tools option on the HP Smart App -  the home page just has options like  scans, shortcuts, printables ... etc.   

Since as far as I know this printer has never printed black text - we initially tried it with a color document and thought it must be ok - we should invoke the warranty and get a replacement printer?

regards

Steve Edmeades 

[Nal_NR]

Hi @SteveEdmead ,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!