Magenta is not printing

[mdiggy]

I run the print quality report and no magenta is printing.  The tri color cartridge is new and is HP brand.  I have run the smear fix and printer head cleaning(including level 2) multiple times and still no magenta is printing.  Any help is a appreciated.

[Bob_Headrick]

Please read this post then provide some details.  What printer model? What is the cartridge warranty date?

[mdiggy]

Hi Bob,

My apologies on leaving that info out.  The model is an officejet 5255.  and the cartridge warranty date is 2/23/22.

[Bob_Headrick · Accepted solution]

OK, it sounds like you have already done the steps in the document here (at least steps 8-10 which apply to the issue at hand).  You can verify the cartridge is the issue by removing the cartridge and gently blotting it on a damp lint-free wipe.  A good cartridge will show a strong blot of cyan, magenta and yellow.  Likely you will only see cyan and yellow, confirming the cartridge is the issue. 

You could try the following, it may recover magenta printing:  get a teacup and put 1" of very hot (but not boiling) water in it.  Take the color cartridge and put it nozzles down (in the same orientation they would be in the printer) in the water.  Let it soak for ten or fifteen minutes, then remove the cartridge and carefully dry the electrical contacts with a lint-free wipe.  Put the cartridge back in the printer and try steps 8-10 in the document above.

If the above does not resolve the issue the cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point, it may say "Manufacturer's warranty has expired".  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results. The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty and you need a replacement.

Please let me know your results, especially if you need further assistance.

[mdiggy]

Thanks Bob!  the hot water trick worked.

[Bob_Headrick]

I am glad I can help.  The hot water trick is much faster than contacting HP for a replacement.

The cartridge will likely be OK for the rest of its life in the printer.  Cartridges in storage can sometimes get an air bubble in the internal pathway for the ink.  The soak allows the ink "plumbing" to reprime.