Magenta is not printing

[Cantouris]

I installed 3 new genuine HP toner cartridges (yellow, magenta & cyan). The magenta does not print but the printer reports that all cartridges are installed and full. Yellow 100%, magenta 100%, cyan 100%, and black 50%. The printer does not show any error messages. When I run the Supplies Status report although it says the magenta is at 100% the color bar in the magenta section is blank, the color bar for the other cartridges all print in their correct color. When starting the printer there is a clunking noise during the initialization. This seems to come from the plastic sheet mechanism under the cartridges which I assume is the paper feed mechanism. The printer has done this since new and has not previously been a problem. I have tried 2 genuine HP toner cartridges and both do not printer. I've checked and there are no protective strips etc that new to be removed from the cartridge before installation. I also checked that the cartridge roller turns freely and is not jammed and that the alienation tag is in the correct position. The couplings in the printer that the cartridges connect into  that drive them are also turning OK. Could this be some sort of driver issue  or is it a mechanical issue? Any suggestions appreciated.

[Nal_NR]

Hi @Cantouris,

Welcome to the HP Support Community. 

I'd like to help!

You’ve done an excellent job of diagnosing the issue from your end. Superb effort and spectacular research were done as well.  Kudos to you on that score.  

Try updating Firmware if not done already. 

If you have performed all the steps from this document and still having issues, then it could be either the cartridges are faulty or the printer needs to be checked. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[Cantouris]

I have tried all the options as outlined in your response. I have checked for firmware updates and the latest available is installed ( date code 20221207). I have tried a generic cartridge and 2 genuine HP cartridges all with the same result. These cartridges have also been tried in another HP printer and they all work correctly so I do not believe the cartridge(s) are at fault. I've also removed the printer from the computer and downloaded and installed the latest print driver and application and re-installed the printer. Also tried resetting the printer to factory defaults and then reconnecting the wireless. Everything I tried has not resolved the problem. Maybe the solution is to throw the printer away and buy another. Pretty disappointed that no solution can be found.

[Nal_NR]

Hi @Cantouris,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!