HP 6520 will not print black TEXT - will print pictures fine

[Nmtsaki]

I do not know what is going on with my HP 6520. I posted awhile ago, thinking it was just the black ink cartridge, as when I try to print any document off Word, Pages, the Internet (doesn't matter what browser, or operating system (i also have a Dell laptop, in addition to an iPad). I have tried cleaning the print heads several times, and when I print out the confirmation page, the black box part does NOT print. However, I have printed color photos out that look perfect to me. I have even printed out a picture of my black dog, my grey koi, a black and white koi, green plants, and all look perfect. The printer just will not print any BLACK TEXT. Yes, it will print blue text (which if I am trying to print a form off of the Internet doesn't work). I have typed black text into a document, printed it out, and it is blank. I then change the color to blue, and it appears. Yes, tried on both computers, and from different operating systems/programs/browsers (IE, Firefox, Safari)

Any ideas??????

Thank you!

Nancy

[Bob_Headrick]

The post here has links to a troubleshooting document for the Photosmart 6520.  If the steps there do not resolve the issue please call HP Support, even if the printer is not longer under warranty.  In the US or Canada call 1-800-HPINVENt, elsewhere see the document here for contact information.  If the above does not give satisfactory results then please post back here.

[Nmtsaki]

I have followed all the troubleshooting steps. I have used after market inkjet cartridges in my printer, so cannot call customer support. I am looking for any solution other than calling the 800 #.

Thanks,

Nancy

[Bob_Headrick]

The troubleshooting video in the post here may help resolve the issue.  If that fails I would suggest installing a genuine HP cartrdige, and if the issue is not resolved call HP.

[Nmtsaki]

Darn, I was so hoping that would work. I am still getting the same response: on the print quality report, all colors are there, but where the black is supposed to be, it's just an empty box. I should make it clear, there is the black outline of a box, just like all of the other colors have a black outline. And what's funny, the text on this page prints black. I will order genuine HP cartridges and see where it gets me. I will be annoyed if I spend $50 and the issue doesn't resolve.

Thanks for your help,

Nancy

[Nmtsaki]

I contacted customer service and they couldn't offer any additional help, other than to give me $15 off of a reconditioned printer. I can get a new one for a $5 difference. I will continue to use it as a photo printer and not as a text printer.

[Bob_Headrick]

The areas on the test page that look like black are actually made of black and color mixed, so that the test information will be readable even if one or more of black or one or more of the colors are not working.

I asked to have an HP support agent step into this case.  What country are you located in?

[karol-b · Accepted solution]

@Nmtsaki 

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 ( serial numbers and case details).

Cheers,

KarolB

[Nmtsaki]

I am located in the United States,

Thanks,

Nancy

[Nmtsaki]

I just want to say thanks to everyone on the board. Even though my printer was about 6 months out of warranty, HP contacted me today and is replacing the printer with a "recertified" printer. It was explained to me that a recertified printer is a return from a retail store, after the printer is out of production. No charge, not even shipping. I was actually pretty surprised, as I never expected a replacement, hopefully just a solution. It is probably a bad print head.

Thanks again,

Nancy