Black/white copy button specifically not working although printer can scan and print in black/white

[BenitoBen1]

The printer has enough black ink to copy fine using the HP Smart app (scanning and then asking to print the scan). The printer can also make a colour copy fine when using the colour copy button on the printer.

For some reason, the black colour copy button on the printer only produces a blank page. Going through the support agent, I have made sure the driver is up-to-date but this still has not solved the problem.

Please can anyone advise?

[praveen196]

@BenitoBen1 Welcome to HP Community!

I understand that the black color copy button is not working.

Please perform the hard reset and check.

1. Turn the printer on, if it is not already on. 

2. Wait until the printer is idle and silent before you continue. 

3. With the printer turned on, disconnect the power cord from the rear of the printer. 

4. Unplug the power cord from the wall outlet. 

5. Wait at least 60 seconds. 

6. Plug the power cord back into the wall outlet. 

7. Reconnect the power cord to the rear of the printer. 

8. Turn on the printer, if it does not automatically turn on. 

9. Wait until the printer is idle and silent before you proceed 

Please update the Firmware 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[BenitoBen1]

Thank you for giving me glorified 'turn it off and on again' advice... 😕 I have tried this but unfortunately still no luck.

The motor for taking the blank paper seems to work before the scanning light bar works. When using the colour button the motor for feeding the paper and the scanning light bar work at the same time to successfully copy.

Is there a setting that asks to copy 1 blank page + a scanned copy that the printer can somehow be accidentally set on?

I'm good with technology and troubleshooting generally, so no worries giving me a complicated solution.

[BenitoBen1]

Clarification on the previous comment: The printer definitely prints out page too fast for it to actually scan.
I have also used the hp print and scan doctor with the following results: Recommended updates = okay, Device Manager = okay, Driver check = okay, Device Status = okay, Windows (WIA) Scan = automatically updated, Registry = okay, HP Scan = not okay ("This tool is unable to find the HP application software on your computer") but I don't see how this would effect the physical printer so not sure if this is relevant to my current problem.

Used firmware update link and the status of print was up-to-date/no need for firmware update.

I have also downloaded and run software from the hp support website  DJ2600_Full_WebPack_43.3.2478.exe and this has also not solved the problem.

Hard reset of printer (pressing and holding the power and cancel buttons) has not worked.
If you can not provide me with a solution, please provide a number to contact as I would like a quick solution or physical repair support.

[praveen196]

@BenitoBen1

I understand your concerns.

In that case, I would suggest you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!