Printer is printing totally blank pages despite putting in brand new ink cartridges

[Dannos89]

Hi Everyone:  I have an HP 6962 Office Jet printer that uses 902 ink cartridges.   For a long time, I was getting an error and the printer wouldn't print at all, and said that I needed to contact HP.  Then, the software appeared to update and it seemed ready to print, but needed new ink.   I put in all new ink cartridges (black and color) and it loaded like normal and appeared ready to print.  However, every time I print, it sounds like its printing, but it prints a totally blank page, despite full ink cartridges.  The troubleshooting said I should try to check the alignment page, but when I do that, it won't print anything on the alignment page.  I get no error messages at all.   I just can't print anything on the page.  Help!

[Nal_NR]

Hi @Dannos89,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are facing issues with the printer printing blank pages.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Clean the printhead

• The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.
• CAUTION:
• Never turn off the printer without ink cartridges installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.
• On the printer control panel, open the Setup menu, and then touch Printer Maintenance or Tools.
• Touch Clean Printhead, and then touch Continue.
• After the cleaning completes, a Test Page prints.

• Examine the Test Page.
• If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.
• NOTE:
• If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.
• If the print quality is acceptable, touch Done.

Check for ink smears on the back of printouts

• If there are smears of ink on the back of your printouts, use an automated tool to resolve the issue.
• On the printer control panel, open the Setup menu, and then touch Printer Maintenance or Tools.
• Touch Clean Page Smears or Clean Smear.
• The printer feeds one page slowly. The printer might make some noise for approximately 1 minute.
• Wait until the page is out of the printer before you remove it.

Click here for the remaining steps. 

Update firmware. Click here

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!

[Dannos89]

Hi Elohi:

Thanks, however, I read all of those steps on the HP site already and tried them all----none of them worked.  I've been  trying to resolve the issue for over a week, and I couldn't go without a printer any longer, so I decided to purchase a new printer.   Tell HP that I was extremely frustrated by their customer service process.  There was no place to find an 800# to talk to a consultant directly to help solve my problem.   It took way too long and far too much of my time.  Kind regards, Dan

[Nal_NR]

Hi @Dannos89 ,

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

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

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.