HP Envy 4520 Does Not Print Black

[s42h86d6]

I have an HP Envy 4520 installed as a network printer on a wireless network.  It stopped printing in black.  Colors work fine.  I have read several of the threads on this issue and have followed all the recommended steps from HP Customer Care site.  I have uninstalled the software, removed the printer from my computer, and re-installed the printer and the software three or four times now, with no change at all.  Twice after doing this, the diagnostics program said that there was a problem with the drivers and to reload them yet again.  I have run the diagnostics and only color prints, so I cannot see any text on the printed pages.  Alignment pages show very little, and again, only color.  A TEST page prints essentially nothing but a white piece of paper.

Other than purchasing and installing a new cartridge (the old one is three fourths full, as is the color cartridge), what are my next steps.  All the cartridges are HP cartridges, but purchased locally, not through the HP Instant Ink program, which we cancelled after a few months as we do not print enough pages to make it worthwhile.

[TEJ1602]

@s42h86d6, Welcome to HP Support Community!

This looks like a hardware issue.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

Please click “Accept as 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!

[s42h86d6]

Why do you believe this to be a hardware issue?  Please explain.  If it is, then the proper solution may be to purchase a replacement printer.

[asmita6658]

Thanks for replying @s42h86d6

The ink cartridges ink your printer, are they brand new? If yes, this could be an issue with the printhead and as the printhead is built-in, the only option would be to replace the printer. 

If you haven't tried a replacement ink yet, you may try step#10 to 13 from here. 

Let me know. 

[s42h86d6]

I purchased new HP cartridges and replaced both cartridges in the printer.  The printer-initiated diagnostics resulted in a good print in both black and color.  I then re-ran the HP diagnostics from the laptop.  Again, the results showed the drivers were not valid.  Following the steps noted on HP Customer Care, I uninstalled all HP software and removed the printer from the computer.  I then ran the installation program, again.  After the printer installed, I was informed that the drivers could not be installed/changed unless the account was an Administrator.  I conducted the same process from both named accounts, as well as from the "Owner" account, after ensuring that each was listed as an Administrator.  In each instance, I again received the same error message, saying the drivers could not be added or changed unless the account was an Administrator.

I am able to print to the printer from other computers on the home network, and the printer now prints in both black and color, leading me to believe the original problem was an issue with the cartridges.  Now all I need is to get the printer re-loaded on the laptop.  Any suggestions?

[asmita6658 · Accepted solution]

Hi @s42h86d6

Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues. 

If the issue still persists, try re-installing the printer driver -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open the run command with the "Windows key + R" key combo. 

7. Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”).

8. Click on the "Drivers" tab.

9. Look for HP Printer driver. If you see it Click on it and click “Remove” at the bottom.

10. Select Ok.

11. Select Apply and Ok on the Print Server Properties windows.

12. Close Devices and Printers Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions. 

Let me know. 

[s42h86d6]

Thank you!!! Steps 6-11 seemed to be the magic potion needed.  Once I removed driver info found when I ran printui.exe /s, and re-installed the printer and drivers, all seems to be working properly.

[asmita6658]

@s42h86d6

Happy to hear that. 

If you need further assistance feel free to reach out to us.

Have a great day!