HP ENVY 5010 wireless printer only printing partial information

[MaryM_2310]

My printer was working fine until this last week.  It will print fine wireless but only partial information on the page so it might print the heading but the information below this is blank i.e. not printed.  I've looked at options to align the print heads and also removed the device and downloaded the software again but I'm still getting the same issue where only part of the information is printing on the page.  

Any ideas on what is going on and how I might fix? 

Mary 

[Echo_Lake]

@MaryM_2310

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• 1) Are you using a genuine HP ink? 
• 2) Are you experiencing this issue while making a photocopy as well?  
• 3) What's the application or software (Word, Adobe, etc.) that you are printing from? Have you tried printing from a different application or maybe from a different device to the printer?   
• 4) How's the printer connected - wired or wireless?  

While you respond to that, let's these steps to reset the printer -  

• 1) Take out the cartridges.  
• 2) Unplug the power cord from the printer & wall.  
• 3) Wait for 30 seconds.   
• 4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector.  
• 5) Insert the cartridges back into the printer. 

Also, try updating the printer's firmware. Refer to this document for step by step instructions - HP Printers - Updating or Upgrading Printer Firmware 

If the issue still persists, I'd suggest, printing a Print Quality Diagnostics Report as this will help us isolate the issue. To print the Print Quality Diagnostics Report - https://support.hp.com/in-en/product/hp-envy-5000-all-in-one-printer-series/14095644/document/c05538...

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[MaryM_2310]

Thank you for replying. I got sorted via the help line.  My black ink cartridge had dried up and was causing the problem. Found out by taking black cartridge out and printing with just colour one which was fine. When I took the colour one out and printed with the black one only the blank pages were appearing.  So replaced the black cartridge. Just in case it helps anyone else with the same problem. 

[Echo_Lake]

@MaryM_2310

Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.