Photosmart 5520 Printer is not updating or printing black after cartridge replacement

[Sabralovesscien]

Hello,

I have resorted to starting this conversation post because I am out of other options. I have been messing with this printer all day.

So, what is happening is I ran out of black ink, so I replaced my cartridge - yes I am using the correct size (564) and the HP brand. After the replacement the printer will not print the black at all. I have completed several "clean printhead" operations and even a deep clean printhead operation that I started from the HP Smart or Support app (I cant remember which one of those, I've been bouncing between them all day). I completed a "clean ink smear" operation. I did multiple physical cleaning operations, as instructed again through the resources on this forum website. I even hard reset by following instructions on this forum website, of unplugging, waiting multiple minutes, draining all power and plugging back in. I replaced the old empty cartridge, still no black at all, not even a gradient of gray, nothing inside the print quality diagnosis box. None of this helped at all.

Next, I tried to update the printer, installing an entire updates package from the HP website. Downloaded all of this onto my windows 11 computer, completed through the HP Smart and HP Support applications. The install wizard told me that it was unable to do this through the wireless network connection to the printer, and it prompted me to do the updates via the printer's screen. So I tried that, and when I do that it tells me either the update was unsuccessful or, more often, "the printer was unable to connect to the server. Check the internet connection and try again, or enter a proxy address." Even though I know that the printer is connected to the wifi, because that is exclusively how I do my printing. 

I've been reading resources articles through this forum and through the HP Support website resources, to no avail, nothing solving the problem. I have been talking to the virtual assistant all day, not being able to get a phone number to call or email to message. At this point, I got smart enough to just Google "hp support customer service phone number", but now it is past their closing time, so I plan to call them first thing in the morning. Though, right now, I am extremely annoyed and frustrated with the system, so I wanted to rant here and also see if possibly someone may have a novel solution for either of my problems here.

Thanks for your time and help!

[Raj_05]

Hi @Sabralovesscien,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've already tried several troubleshooting steps to address the issue with your HP Photosmart 5520 printer not printing black after cartridge replacement. Let's see if we can troubleshoot further.

• Check Cartridge Installation: Ensure that the cartridge is correctly installed. Sometimes, even a small misalignment can cause issues.
• Check Ink Level: Confirm that the new cartridge has ink and that it's not defective. You might want to try another new cartridge if possible.
• Manual Cleaning: While you've done some physical cleaning, there might still be blockages in the printhead. You can try manually cleaning the printhead with distilled water and lint-free cloth. There are specific instructions available online or in your printer's manual.
• Printhead Replacement: If manual cleaning doesn't work, it's possible that the printhead itself is damaged or faulty. In this case, you might need to replace the printhead.

Regarding the updates:

• Direct Connection: If updating via wireless connection isn't working, try connecting your printer directly to your computer using a USB cable and then attempt the update again.
• Proxy Settings: If the printer is asking for a proxy address, ensure that your internet connection settings are configured correctly. You may need to consult your network administrator or internet service provider for this information.
• Alternate Internet Connection: If possible, try connecting the printer to a different Wi-Fi network to see if the issue persists. This can help determine if the problem is with your current network setup.

If you've tried all these steps and are still experiencing issues, it might be a hardware problem with the printer itself.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support