Grey marks when printing graphics

[BampaOwl]

My Envy 5020 printer is not printing graphics properly. Every image is partially obscured by a grey bar. The problem appears to be associated with the colour cartridge only. I can find nothing about this in online help. The Print Quality Diagnostic page is similarly affected. Could it be a faulty colour cartridge?

[Dragon-Fur]

@BampaOwl 

Welcome to the HP User Community.

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@BampaOwl wrote:

My Envy 5020 printer is not printing graphics properly.

Every image is partially obscured by a grey bar.

The problem appears to be associated with the colour cartridge only.

I can find nothing about this in online help.

The Print Quality Diagnostic page is similarly affected. Could it be a faulty colour cartridge?

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For those reading, this document provides the Print Quality diagnostics and solutions:

 Black or Color Ink Not Printing, Other Print Quality Issues

Next,

The printer might be in need of maintenance - a good cleaning can resolve odd quality issues.

 An 'Out of Paper' error displays, printer does not pick paper

If only photos / images are impacted it might be a problem with the printer software - perhaps corruption or other issues.

If you have not done so,

Try / Consider

• Uninstall the Full Feature Software from Control Panel > icon view > Programs and Features
• Restart the computer and sign in
• Download / Save / install the printer software - HP Easy Start Printer Setup Software 
• During the installation, when asked, select the Full Software and Drivers (exact wording might vary)
• SKIP the parts / options you don't want - do so as many times as necessary to convince the procedure to desist.
• Restart the computer and sign in

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers. 

 If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

If using Easy Start

• Skip any extra software / offers you do not want – Wording varies as does the number of times you have to “skip” or opt-out of various options.
• When asked, opt for "Full Software and Drivers" (exact wording might vary).
• If, after the Full Software and Drivers option is selected, the installation terminates (suddenly stops and disappears – never comes back): Open your Downloads folder > Look for and Right-Click on the full Web installation package and “Run as Administrator”

Easy_Start_Full_Driver_2

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Yes, if nothing else works, try a new color cartridge.

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP ENVY 5020 All-in-One Printer 

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Question / Concern Answered, Click "Accept as Solution"

[BampaOwl]

Thanks for this @Dragon-Fur

I found, somewhere, a way to contact HP Instant Ink via WhatsApp. Having spent about two hours on the chat, the agent decided that a new cartridge was indeed the answer. It's on its way. We will see.

[Dragon-Fur]

@BampaOwl 

You are welcome.

Good hear that a new cartridge is on its way to you.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"