In Instant Ink program, HP Smart says I have color ink, but magenta won't print

[Durham99]

I have an ENVY 4520 and am in the Instant Ink Program. The printer is not printing red tones. When I run HP Smart, it says that I have sufficient ink. When I print the Print Quality Diagnostic page, cyan and yellow appear normally, however there is only white space where magenta should be. I have tried cleaning the print heads, but that had no effect.

[GOLD_MASTER]

Hello @Durham99 .

Eliminate the error by resetting the printer without the ink cartridges.
Open the cartridge access door or cover.
If the carriage moves toward the center of the printer, continue with these steps.
If the carriage does not move toward the center of the printer, close the access door or cover. Disconnect the power cord from the printer and the power supply, wait 60 seconds, and then reconnect the power cord to the printer and to a wall outlet. Turn on the printer and then continue with these steps.
Remove the cartridges.
With the printer on, disconnect the power cord from the printer.
Disconnect the power cord from the power supply.
Wait 60 seconds.
Plug the power cord back into the wall outlet and into the printer.

NOTE: HP recommends that you plug the printer directly into a wall outlet.
Turn on the printer.

Reinsert the cartridges, and then close the cartridge access door or cover.
Follow the steps to align the printer if prompted.

Please update the printer firmware:
https://ftp.hp.com/pub/softlib/software13/printers/en4520_2023B/EN4520_2023B.exe

[Durham99]

Thank you for your response. It did not work. The firmware was up to date. I followed your procedure, but a test page resulted in no change to the problem.

[Bob_Headrick]

The printhead may have ingested air in the inner region.  You can confirm the cartridge is at fault as follows:  remove the cartridge and gently blot the nozzles on a damp tissue.  Likley you will only see a strong blot of cyan and yellow, with no magenta or only a weak smudge of magenta.

You may be able to recover the cartridge as follows:  get a coffee cup and put 1" of hot (not boiling) water in it.  Place the cartridge nozzles down (in the same orientation it would be in the printer) in the water and let it sit for fifteen minutes.  Remove the cartridge and dry the electrical pads with a lint-free wipe.  A clean coffee filter works well for this.  Return the cartridge to the printer and check if this has resolved the issue.

If the above does not resolve the issue check the warranty for the cartridge.  If the cartridge is a third-party reman/refill contact your supplier for a replacement.  If the cartridge is a genuine HP then see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it may say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty.