Solved: Cyan not printing on new HP Envy 5540 - HP Support Community

Elle90 · ‎07-13-2016

Have just purchased and installed a HP Envy 5540 all in one printer. Whatever I try print it comes out the wrong colour. Upon using the "Print Quality Diagnostic" tool I have discovered that all colours are fine EXCEPT Cyan. This does not print out at all. I have followed further step by step instructions on how to troubleshoot this problem with no advail. It has prompted me to "Clean cartridges" which this has done 3 times then says to contact support. Anyone have any clue why this is happening?. It is a brand new printer straight out of the box I have purchased just a few days ago so not sure why I would be experiencing this??

Bob_Headrick · ‎07-13-2016

It sounds like you have already done the troubleshooting steps in the document here. At this point it would seem you have a defective cartridge and will need to contact HP for a replacement. You could remove the cartridge and gently blot the nozzles on a damp tissue. A good cartridge will have a strong blot of cyan, magenta and yellow. If your cartridge is missing cyan it would confirm the cartridge as the issue.

From a post by Sunshyn2005, to contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number

Case number and phone number appear.

Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.

View solution in original post

Bob_Headrick · ‎07-13-2016

It sounds like you have already done the troubleshooting steps in the document here. At this point it would seem you have a defective cartridge and will need to contact HP for a replacement. You could remove the cartridge and gently blot the nozzles on a damp tissue. A good cartridge will have a strong blot of cyan, magenta and yellow. If your cartridge is missing cyan it would confirm the cartridge as the issue.

From a post by Sunshyn2005, to contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number

Case number and phone number appear.

Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.

Elle90 · ‎07-16-2016

Thanks for your help Bob. Have managed to follow these steps and contact HP support who suggested to purchase a additional tri colour cartridge and install this to see if it would fix the incorrect colour problem. Have done this and can happily say it fixed it. They have given me instructions to post the original tri colour cartridge back for testing. If it fails then they will reimburse me the cost of cartridge or send out an replacement.
Thanks again for your help and speeding up the process. Very much appriciated.

Cyan not printing on new HP Envy 5540

Create an account on the HP Community to personalize your profile and ask a question