HP MFP178nw prints random characters

[Hi391]

Hi,

At times when printing a document my HP MFP178nw will just output pages with a few lines of random characters. This is a waste of paper and very frustrating. It does not always happen, only from time to time.

I'm on a mac using macOS Monterey. I've already installed the "HP Smart" application. I've tried removing/reinstalling the printer from mac system preferences, but I keep having the same issue.

How can it be solved?

[Hi391]

Any help would be greatly appreciated.

[A_Gayathri]

Hi @Hi391,

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP Color Laser MFP 178nw prints random characters. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Does the copy print out the same way? 
• What's the application you are trying to print from? 
• Have you tried printing from a different application or device? 

While you respond to that, let's print a Print Quality Diagnostic page -Post the Print Quality Diagnostic page here so we can help you further.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

Software and drivers for HP Color Laser MFP 178nw   macOS 12 Choose a different OS

• Click here to know different methods of updating the printer firmware. 
• follow the troubleshooting steps  HP Color Laser 178, 179 Printers - Fixing Poor Print Quality

Hope this helps! Keep me posted. 

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!

[Hi391]

Hi,

Thanks for your answer and sorry for the late reply. Unfortunately, this did not fix the issue.

Here are the answers to your questions. Could you please let me know what should be done now?

• Are you using genuine HP ink cartridges?

Yes.

• Does the copy print out the same way? 

I did not try doing copies, only printing.

• What's the application you are trying to print from? 

Either Microsoft Word, Google Chrome, Apple Preview, or Adobe Acrobat Reader.

• Have you tried printing from a different application or device? 

I've tried printing from all the applications above with the same result: at times when printing a document my HP MFP178nw will just output pages with a few lines of random characters.

I've done the power drain.

I've tried updating the firmware, but the HP website always ended up asking for the installation of "HP smart" app, which I already had on my Mac.

What should I do to print a Print Quality Diagnostic page?

Many thanks

[Hi391]

Hi,

As mentioned on 11-04, this has not solved the problem. This is a very frustrating waste of time and paper.

Can you please help me fix this issue? Is there a way to reach HP support by phone?

Thanks

[Raj_05]

Hi @Hi391,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support

[Hi391]

Hi,

Unfortunately, this page does not let me reach any HP support.

• I've registered my printer, but it shows as "expired warranty", while I bought it less than two years ago. I'm based in the EU and the legal warranty is two years. I've sent the invoice for the proper guarantee to be activated, but the request was denied without any explanation.
• https://www.hp.com/contacthp/ only provides support:
  • For HP Instant Ink clients, which I'm not
  • HP Support Assistant, which only runs on Windows and I have a Mac

I've not found any phone or contact email.

Please advise.

Thanks