HP ENVY 5020 All-in-One Printer Cartridge Problem

[raypros]

I have a HP ENVY 5020 All-in-One Printer which is almost 4 years old and am getting a  'Cartridge Problem' on the black cartridge preventing my printing documents.  As the cartridge was almost due for replacement, I replaced it but the error kept occurring.  If I removed the cartridge and replaced it several times it would then print a sheet but then the error reoccurred. I then removed the black cartridge and, whilst it printed the first document, I then got the error message again on the black cartridge although there wasn't one in.  I have tried all the recommendations on line to no avail and the printer appears to have the latest software.  Can anyone help please?

[praveenbv]

HI@raypros, Welcome to the HP Support Community!

I understand when you print from your printer the printer is printing blank pages and you are getting ink cartridge error on your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Does the issue persist when you make a copy from your printer?

Have you installed full feature printer software?

Have you tried printing from a different application?

Have you tried printing using a different ink cartridge?

Are you using HP genuine ink cartridges on your printer?

I appriciate your efforts for trying out the steps before reaching out to us.

Replace low or empty ink cartridges on your printer.

Try updating the printer firmware and check if it helps.

Update the printer firmware using this link: https://hp.care/2K0LIe5

Try the steps recommended below.

Clean the electrical contacts

The printer might display an ink cartridge error if the ink cartridge contacts are dirty. Unplug any cords or cables, remove the ink cartridges, and then clean the electrical contacts on the ink cartridges and print carriage.

1. Gather the following materials:

   • Clean, dry foam-rubber swabs or a clean, lint-free cloth

   • Distilled or bottled water (tap water might damage the ink cartridge or the printer)

2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.

   The carriage moves slightly to the left.

   Figure : Opening the ink cartridge access door

   

3. Wait until the printer is idle and silent before you continue.

4. Disconnect any cords connected to the printer, such as the power cord and USB cable.

5. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.

   Figure : Removing the ink cartridge

   1. Lift the lid

   2. Gently push the lid back

   3. Pull up on the ink cartridge

6. Hold the ink cartridge by its sides.

   Figure : Holding the ink cartridge by its sides

   

7. Inspect the copper-colored contacts for ink and debris buildup.

8. Lightly dampen a clean foam-rubber swab or lint-free cloth with distilled water, and then clean the contacts.

      CAUTION:

   Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.

   Figure : Cleaning the contacts

   

9. Lightly dampen another clean foam-rubber swab or lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.

   Figure : Cleaning the carriage contacts

   

10. Wait for the ink cartridge and carriage contacts to dry before you continue (approximately 10 minutes).

11. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.

       NOTE:

    Install the color ink cartridge on the left and the black ink cartridge on the right.

    Figure : Inserting the ink cartridge

    

12. Close the lid on the ink cartridge slot to secure the ink cartridge into place.

13. Repeat these steps to clean and then reinsert the other ink cartridge.

14. Close the ink cartridge access door.

15. Reconnect the power cord or USB cable to the printer, if needed.

16. Turn on the printer if it does not turn on automatically.

Try to print.

If you are able to make a copy from your printer uninstall the printer software from root level and install the latest full feature software for your printer.

In Windows, search for and open Programs and Features.

Select your HP printer.

Select Uninstall.

In Windows, search for and open Devices and Printers.

In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

Open up the run command with the "Windows Key + R" key combo.

Type printui.exe /s and click OK.

Click on Drivers tab.

Look for HP Printer driver. If you see it click on it and click remove at the bottom.

Select OK.

Select Apply and OK on the Print Server Properties windows.

Close Devices and Printers.

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day

[raypros]

Good morning

After removing the printer from it's cupboard and leaving it without power for over a day, it now seems to be printing again without the cartridge error message constantly preventing printing.  I had already 'reset' it several times but this seems to have done the trick.

Thanks for your help.