Printer will print diagnostic page, but prints blank pages from the computer or when copying.

[IvanStewart]

My printer will not print color or black pages from the computer or when trying to make copies.  I have run the print cleaner, which prints a perfect diagnostic page when the cleaning is complete.  Why will the diagnostic page print fine, but the printer will print nothing else?  The problem started when I attempted to use an HP black cartridge that was "refilled" rather than with a new cartridge.  I have since replaced the refilled cartridge with a genuine, new HP cartridge.  Still no luck.  I have also removed the printer my computer, and reinstalled.  Didn't work.  My printer is connected wirelessly over my home network.  Any thoughts?  

Thank you.

[MKazi]

@IvanStewart

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP Photosmart 6525 e-All-in-One Printer and it does not print from the computer or make a copy. However, the diagnostic page prints fine with all colors. This issue started after you tried to use a refilled ink cartridge. However, now you are using genuine HP cartridges. I appreciate the steps you have performed and have certainly done a good job.

I would like to know the following information to assist you better:

• Do you receive any error messages on the printer or computer while you try to print or make a copy?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Please download and run the HP Print and Scan Doctor software. This software will identify and fix printing related issues. 

If the printer continues to not print and copy, then let's do a firmware update on it via this link: http://hp.care/2kXeDXe

I sincerely hope this fixes the issue. Let me know what happens. Cheers! 🙂

[IvanStewart]

You understand my problem correctly. In response to your question, I do not receive an error message when attempting to print or copy.

I will follow the steps you have given me, including an execution of the downloads and updates. I will respond with results once complete.

Thank you for you help.

[MKazi]

@IvanStewart

You''re welcome. 🙂

I'll watch for your response. Take care!

[IvanStewart]

I followed the steps provided, but the printer still is not working properly.  I used Print and Scan Doctor.  The test page prints color and shades of gray, but would not print in black.  The text is gray, and the first bar in the black ink test box is also gray but should be black.  Appears the printer refuses to print in full black other than the diagnostic page printed directly from the printer after running the head cleaner.  Very frustrating, but I appreciate your help.

[MKazi]

@IvanStewart

You're most welcome. 🙂

Before I suggest you to replace the black ink cartridge, I suggest let's go through the below steps: 

NOTE: If you've tried these steps then you may skip them.

1. Load plain, white paper in the tray.

2. On the printer control panel, touch the Settings icon .

3. Touch Tools, and then touch Clean Printhead.

   The printer cleans the printhead and prints a test page.

4. Check the test page for defects.

• If these steps resolved the issue, there is no need to continue troubleshooting. The following precautions might prevent the issue in the future.

  • Avoid leaving unprotected ink cartridges out of the printer for an extended period of time.

  • Always use the Power button to turn off the printer. This protects the ink cartridges from exposure to air.

If the issue still persists then you may have to replace the black ink cartridge. With the new replacement black ink cartridge also if the printer refuses to print black then it indicates towards a printhead failure. It is better you contact HP phone support to explore other service options for your printer. 

Let me know if you have anymore questions for me. Take care!