• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
If you're having print quality issues Click here for more tips!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.

‎05-30-2025 09:35 AM

HP Recommended
Product: HP ENVY 5012 All-in-One Printer
Operating System: Other

Hello,

My printer stopped printing in cyan and yellow. The color cartridge is over half full. I'm on Mac OS Sequoia 15.5

 

I've tried cleaning the cartridges (via the tools menu and manually), aligning them, checking the printer settings and then following the steps on this thread: https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Cyan-color-not-printing/td-...and nothing has solved the issue.

 

Attached is a photo of the print quality diagnostic.

 

IMG_0476.jpeg

Reply
3 REPLIES 3

‎06-01-2025 02:56 PM

HP Recommended

Hi @sgvx 

 

Welcome to the HP Support Community!

 

Thanks for posting your query! We're here to help you get back up and running.

 

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

 

Run the automated ink cartridge cleaning tool

Check for ink smears on the back of printouts

Check ink cartridges

Check the paper, print settings, and quality of the file being printed

Align the printheads

 

For detailed instructions on how to perform the above steps, please click on the link below:

 

HP DeskJet, ENVY, OfficeJet 5000, 5200 printers - No black ink, wrong colors, other print quality is...

 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support.  Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 
Reply
Was this reply helpful? Yes No

‎06-01-2025 03:00 PM

HP Recommended

Hello Hawks_Eye,

I noted in my post that I've already done all those things you suggested and the issue persists.

What else can I do?

Thanks

Reply
Was this reply helpful? Yes No

‎06-02-2025 02:53 PM

HP Recommended

@sgvx 

 

We sincerely thank you for your patience and co-operation during this troubleshooting process.

 

I'm sending you a private message to guide you on the next steps.

 

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

 

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

 

Take care and have a great day!

 

Regards,

Hawks_Eye

I am an HP Employee.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support.  Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 
Reply
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.