Photos won't print, documents OK

[Whitters1uk]

I cannot print photos using photo paper - they end up blank (or occasionally a thin strip at the side) and there are four long inky smear lines the length of the back of the photo paper.

The paper is inserted the right way and is 6x4 AGFA professional high glossy photo inkjet paper. It makes all the right sounds and takes the same length of time to print as normal, but the pages are blank except for those long smear marks on the back

Normal documents on A4 paper print fine. 

I have updated the firmware and run all the maintenance functions on the printer and all the cartridges are new

I have tried from a laptop, Mac and iPhone, all the same result

Please help!

[Nal_NR]

Hi @Whitters1uk,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with the print quality

.

If your HP OfficeJet Pro 9025e All-in-One printer is printing blank pages with smear marks on photo paper, but prints fine on A4 paper, and you’ve already tried updating firmware and running maintenance functions, here are several troubleshooting steps to try:

1. Check Photo Paper Compatibility

Verify Paper Type:

• Ensure the photo paper you’re using is compatible with your printer. The paper should be specifically designed for inkjet printers and compatible with your model.

Paper Insertion:

• Confirm that the photo paper is inserted correctly into the paper tray, with the print side facing the correct direction.

2. Check Printer Settings

Print Settings:

• Go to the print settings on your computer or device and make sure the paper type is set to Photo Paper or Glossy Paper.
• Set the print quality to Best or High Quality.

Photo Printing Option:

• When printing from an application, ensure you’re using the correct print profile for photos.

3. Inspect Ink Cartridges and Printheads

Check Ink Levels:

• Verify that the ink cartridges are properly installed and have sufficient ink. Sometimes, even new cartridges can be faulty.

Run Printhead Cleaning:

• Go to Printer Maintenance on the printer’s control panel or the HP Smart app and run a Printhead Cleaning cycle. This can help resolve issues with ink not being properly deposited on the paper.

Align Printheads:

• After cleaning, run the Printhead Alignment process to ensure the printheads are properly aligned.

4. Perform a Printer Reset

Power Cycle:

• Turn off the printer and unplug it from the power source.
• Wait for 60 seconds.
• Plug the printer back in and turn it on.

Reset to Factory Defaults:

• If power cycling doesn’t help, try resetting the printer to its factory settings. This can usually be done through the printer’s menu (check your user manual for instructions).

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Whitters1uk,

Please find the remaining steps below.

5. Update or Reinstall Printer Drivers

Update Drivers:

• Ensure you have the latest printer drivers installed. Visit the HP Support website to download and install the most recent drivers for your printer model.

Reinstall Drivers:

• Uninstall the existing printer drivers from your computer, restart your computer, and then reinstall the drivers from the HP website.

6. Test with Different Software

1. Try Different Software:
   • Print a photo using different software or applications to see if the issue persists. Sometimes software settings can affect print output.

7. Check for Hardware Issues

Inspect for Paper Jams:

• Check for any paper jams or obstructions in the printer that might be affecting the print job.

Inspect the Printheads:

• Check the printheads for any physical damage or clogging.

By following these steps, you should be able to diagnose and hopefully resolve the issue with printing on photo paper.

You may refer to this document for further assistance.

If none of the above steps resolve the issue, contact HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Whitters1uk]

Thank you for your reply

I have run most of the steps you said other than doing a full factory reset, which I'm a bit reluctant to do as I have lots of shortcuts set up

None of the other suggestions worked. 

I did have this once before and I opened up the printed and cleaned some of the rollers (the ones that are leaving smear marks on the back) and it worked for a little while but it is now back top how it was. I have always used the HP cartridges supplied as part of the programme

[Nal_NR]

Hi @Whitters1uk ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

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!