HP Envy 5020 Poor Print quality

[Fluff_Mcduff]

My HP Envy 5020 Printer  has issues with printer quality. It is printing poorly and leaves big and small sections of each page unprinted or faint. Everything indicates that I have sufficient toner and I have cleaned and double cleaned the cartridge. (Much of that test print was unreadable, including the final assessment?) I tried trouble shooting with the HP print and scan doctor software, but it kept saying the printer was offline. Both the printer and my PC disagreed with this. I also tried troubleshooting with the HP Smart app and it agreed the ink was okay but the Online Troubleshooting link it gave couldn't "be reached". The HP Support website was unhelpful because the printer is out of warranty (purchased in 2018). Can anyone suggest a solution?

[Kumar0307]

@Fluff_Mcduff, Welcome to the HP Support Community!

I understand the print quality is not satisfactory. I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

Make sure you have tried the steps mentioned in this document - Black or Color Ink Not Printing, Other Print Quality Issues

Insert one ink cartridge and make a copy from the scanner glass to identify the defective ink cartridge.

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! 

[Fluff_Mcduff]

Hi, I have just now seen your reply to my email. Thanks! I will try those steps today and get back to you. 

[Fluff_Mcduff]

There was some colour on my previous test prints but it was faint and patchy, so I decided to try Step 1 of the document you sent me. I completed Step 1 part 1 and was on Step 1 part 2 . When installing the latest software for my printer: - I already had HP Smart installed on my PC, but could not see where it would help with the installation. - the Firmware indicated it was already up to date - when I tried to install the HP ENVY 5000 All-in-One Print and Scan Driver and Accessories it kept giving me a "Failed-Network Error" message. So I am stuck there! My issues with the printer have increased, not resolved. What do I do now?

[Fluff_Mcduff]

Hi again Kumar,

When I hadn't heard from you, following my message sent yesterday, I tried to go through the document  you sent me again today. This time I was successful in reloading the software and drivers, and managed to go through the whole document trying to resolve the poor printing quality. None of the steps resolved the original problem. I also tried printing from one cartridge at a time. Although the colour cartridge was marginally better, they were both still poor. 

Whilst trying all the different methods of troubleshooting, I watched one video that mentioned the use by date on the cartridges. So I looked at my cartridges and they are both dated November 2020. Could this be the problem? On my HP Smart App both cartridges say that my HP Instant Ink cartridges are "good on ink". If they are out of date and faulty, how do I get HP Instant Ink to send me new ones?  I want to try new cartridges before I have to go to the expense of getting my printer serviced or replaced. I am also not happy that my free monthly allowance of printing has nearly been used up in the process of troubleshooting this poor printing problem. 

Thanks again for your help in this ongoing problem.

Alison Sellers

[Kumar0307 · Accepted solution]

@Fluff_Mcduff

Please send me a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it.

Keep me posted.

[Fluff_Mcduff]

HP Instant Ink sent me some new cartridges and my printer is now working just fine. It seems that the out of date ink cartridges were the cause of my poor printing quality problems. Thanks for helping me resolve this issue.

[Kumar0307]

@Fluff_Mcduff

I was the one who sent you the replacement ink cartridges. 

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!