unable to print

[Becca7759]

I am able to print a test page, but I am unable to print any documents from my desktop.  I have uninstalled, reinstalled, reset, updated software drivers, and reset the modem.  I just installed genuine HP cartridges after cancelling my instant ink subscription (which is still valid until April 14).  Thinking that was the issue, I installed new instant ink cartridges.  I have run the HP Print and Scan Doctor and no issues were found.  What other options do I have.

[VikramTheGreat]

Hi @Becca7759,

Welcome to the HP Support Community.
 

Thank you for posting your query, I will be glad to help you.

I understand you’re having trouble printing, and I’m so sorry you’re dealing with this — I know how frustrating it can be when things don’t work as expected.
 

Just to clarify, when an Instant Ink subscription is cancelled, the Instant Ink cartridges stop working immediately. In that case, you’ll need to install regular HP cartridges for your printer to function properly.
 

However, I noticed that in our conversation, you first mentioned using regular HP ink cartridges, but later referred to using HP Instant Ink cartridges. To help me better understand the situation, could you please share images of both the regular HP cartridges and the Instant Ink cartridges you have? This will allow me to take a closer look and find the best way to help you.

In the meantime, please try the basic steps below and let me know.

Please remove the Cartridges from the Printer if possible, and try a Hard Reset, do keep us posted to help you better

** Hard reset :
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.
NOTE: HP recommends connecting the printer power cord directly to 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. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
 

Please uninstall the HP Smart app --> restart the Device, Wi-Fi router and printer --> install it back and Add the printer

Please update the Firmware from the link, this will help on how to update the firmware on the printer or devices

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support