New black ink won't print - ENVY 4520

[Amy532]

My black ink stopped printing despite it showing some ink left on the ink indication screen.  I changed the cartage to a brand new black ink and it still won't print black ink.  I have cleaned the printer head as suggested and tried printing but it doesn't help.  I also tried printing the Print Quality Diagnostic Report but I can't read anything because the black doesn't work.  Not sure what else to try.

[Anand_Andy]

Hi @Amy532,

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Does the copy print out the same way? 
• What's the application you are trying to print from? 
• Have you tried printing from a different application or device? 

While you respond to that, let's print a Print Quality Diagnostic page -Post the Print Quality Diagnostic page here so we can help you further. 

You may also refer to this document with steps to fix the " Print Quality Issues" issue applicable to your printer -  Print Quality Issues

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

If the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted. 

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!

[Amy532]

Hi @Anand_Andy,

Thank you for the information.

To answer your questions:

• Yes, I am using genuine HP ink cartridges (the current ones and the one I replaced are all HP cartridges).
• I tried doing a copy and the printer attempts to print black but it has lines in it or doesn't print at all.  This is better than other applications which doesn't print black at all (however it is terrible quality and it still is not working properly at all).
• I have tried printing from Microsoft Word, Excel and the internet.  It will not print black.
• I had not tried printing from the internet until you suggested trying a different printing from elsewhere, but it still isn't working.  I haven't tried any other applications.

Is the Print Quality Report Page the same as the diagnostic page?  If so, below is my page.  As you can see, no black print printed.

Also, I checked and it says my printer is up to date.

I tried  clicking on the Print Quality Issues link but it isn't working for me (that may be my issue as my Internet connection is giving me trouble today).

If you have any further ideas, I would be happy to try them.  I would prefer to fix the printer, over throwing it out and getting a new one.

Print Quality Report Page

[sandytechy20]

@Amy532

Follow the steps mentioned in this HP document to fix the issue:- Click here

Keep me posted

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Amy532]

Hi @Sandytechy20

I tried all of the first 5 fixes on the support link you sent.  Some of which I tried before and unfortunately they do not work.  As I mentioned previously, when I copy a document, it attempts to print black ink.  Any other time it does not.  The reason I mentioned this is, because today when I printed the print quality diagnostic, it actually tried to print black ink, but only the first time and after that it stopped again.

I haven't tried number 7 as it says to use distilled water.  Can I use filtered water or is there something else I can use?

Thanks,

Amy

[sandytechy20]

@Amy532

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.