Magneta ink stopped working on brand new printer

[CJOM1980]

I bought an envy 5010 printer 2 weeks ago. Finally set it up this week and the first colour document I printed the magneta colour stopped working a couple of cm down the document. 

Please advise how to solve this problem. 

[Kumar0307]

Hi @CJOM1980

Welcome to the HP Support Community. I'd be happy to assist you.

Try making a standalone copy in color and check if that works. By this, we can conclude if this is a hardware or a driver issue.

• Which device are you using to print?
• Which application are you using?

Check the estimated ink levels

On the printer control panel, touch the Ink icon  to display the current estimated ink levels. Replace any low or empty ink cartridges.

Clean the ink cartridges

1. On the printer control panel, swipe left on the display, and then touch Setup .

2. Touch Tools, and then touch Clean Cartridges.

3. If the print quality is unacceptable, touch Yes when prompted to perform the next level of cleaning.

4. NOTE: If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform both levels of cleaning again.

Print a Print Quality Diagnostic report

1. On the printer control panel, swipe left on the display, and then touch Setup .

2. Touch Tools.

3. Swipe up on the display, and then touch Print Quality Report.

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! 

[CJOM1980]

Hi 

We have done the print diagnostic test and cleaning process plus a manual clean. There is no magenta. The level s say full ink and we have yet to print anything in full colour. 

This suggests to be a fault with cartridge and would like to know how to get a replacement. As you can imagine we bought this in preparation for self isolation and can't get out sort this. 

[Kumar0307]

@CJOM1980, I understand your concern. 

If the issue persists, please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!