Alignment Utility--no questions after printing page

[jr79]

Hi!

I'm trying to align my new cartridges in (an admittedly old) printer. I open the HP Utility, and it prints the test page just fine. I go to the Align interface, and click the Align button. It prints a page (which clearly needs to be aligned) but then doesn't ask any follow up questions to enable me to actually execute alignment! The Utility says "When you click the Align button below, a page of patterns will print and you will be asked to answer questions based on those patterns.", but I never get asked any questions!

Can anyone help me? Or let me know how to force an alignment outside of the Utility?

Thanks,

jr

[KrazyToad]

@jr79

I suggest you perform a printer 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.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed

Remove the cartridges, clean the electrical contacts with a Lint-Free cloth reinstall them and update the printer firmware. You can refer to this Link: https://support.hp.com/in-en/document/c02919168

Keep me posted how it goes 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[jr79]

Hi KrazyToad,

Thanks for your reply--unfortunately it didn't help 😞

I followed all your steps, but there is no update for MacOS Mojave v10.14.5 (my current version). Every time I click "Align" in the HP Utility, it prints a test page (with clear alignment issues), but doesn't ask follow up questions!

Is there anyone else that works at HP that might know why the Utility isn't doing what it's supposed to?

Thanks a ton,

jr

[Kumar0307]

@jr79

Have you tried cleaning the ink cartridges - refer to page 25 from the user manual 

Make sure the Scanner glass is also clean.

Check the ink levels in the ink cartridge.

To align the printer from the HP Photosmart Software

1. Load letter size unused plain white paper into the input tray.

2. In the HP Utility, click Settings.

3. In the Print Settings area, click Printer Toolbox.

4. Click the Device Services tab.

5. Click Align the Printer. The product prints a test page, aligns the print head, and calibrates the printer.

Also, refer to this document for more info on troubleshooting 'Alignment Unsuccessful' issues.

Let me know how this goes.

[jr79]

Hi @Kumar0307,

Thank you so much for your reply--it's really nice not having a question disappear into the archives unanswered!

As you suggested, I have tried cleaning the cartridges (they are brand new), and are confirmed to be full. There is no scanner on a D2680, so I could not do that step.

I did all the enumerated steps you list (the same that can be found in the user manual), but the printer does not execute the end of step 5 (align the print head and calibrate the printer). I believe that the printer would need some feedback from the alignment test sheet, but it doesn't ask for any, and it does not have a camera to automatically calibrate itself.

Help!

jr79

[KrazyToad]

@jr79

Since the issue persists, I suggest you contact HP Support for Service Options

Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true and select your Country to get the Contact details for HP Support

Thank you

[jr79]

Hi,

I wish I could get HP support on this issue, but the printer I use is no longer eligible for online support--that link you provided tells me to try posting my question on this forum instead!

I don't know how to get it solved, since I can't get in touch with any HP support team...

[KrazyToad]

@jr79

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you

[jr79]

Amazing!!!

Thank you--I will keep an eye out for that contact.