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10-19-2020 03:13 PM - edited 10-19-2020 03:14 PM
Product: HP Envy 5530
Operating System: macOS 10.15 Catalina
Recently I have a problem with the printer. It prints only half page, then it crashes and the sheet gets stuck. I have done several checks, software updates, hard resets, etc. but none of these have solved the problem. It is not a software problem, because I have the same issue with my Windows PC.
As a last attempt I tried to remove the colored cartridge and strangely this fixed the problem, would anyone have any idea why?
I still haven't had the chance to buy another cartridge and test if the problem is actually the single cartridge I bought.
3 REPLIES 3
10-22-2020 12:59 PM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
- Firstly, let's update the printer firmware: Click here
- Next check for any paper jams inside the printer: Click here and make sure the print carriage is moving freely.
- Have you tried alternate color ink cartridge?
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
10-25-2020 02:11 PM
First of all I wanted to thank you for your help.
Today I tried again to use the colored cartridge, which I removed 5 days ago and strangely it works correctly.
Afterwards I tried your procedures, I updated the Firmware and I checked for any paper jams inside the printer. I haven't tried another colored cartridge yet.
I would say wait 1 month, if the problem should be solved definitively I will accept your solution. Otherwise I will let you hear from me if the problem reappears.
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