HP ENVY 5660 prints with horizontal white (blank) lines across short dimension of paper

[DaleBr]

Hi:

I have a brand new HP ENVY 5660 e-All-In-One, Printer, Scanner, Copier.

It has a printing problem when you try to print a picture or web page from the Main tray.

Across the shorter dimension (e.g., 8 1/2  , on  8 1/2" x 11" paper) it fails to print ink at a constant pattern, and you end up with a series of horizontal white/dark lines separated by 14 mm (roughly, 9/16").

These can be seen in the 2 images below.

It even shows up in the Print Quality Diagnostics report !

I have gone through all of the procedures regarding realigning the printheads, cleaning the printheads, etc., using both, the diagnostics in the HP Printer Assistant software, and usng the diagnostics/testing built into the printer when the laptop is utrned Off.  So this is  a printer hardware/firmware issue, not due to software installed on my laptop.

This is the same problem that I had with my HP Photosmart 6520/6525 e-All-In-One, Printer, Scanner, Copier.

I doubt that this problem is specific to MY printer only, since when I had the same problem with the 6520/6525, I had returned/exchanged the printer 6 times.  In addition, I went around to Best Buy, Staples, Office Depot, MicroCenter, and tested their display models.  I tried 12 different printers of the same model.  They all had the same problem !

Why is HP continuing to sell printers with this defect, and can anything be done to fix it ?

Exchanging the printer isn't going to fix the problem based on my prior experience with the 6520/6525.

Also, why isn't  4"x6" Tab Photo paper included in the list of options of paper types to select from ?    It used to be.

The printer's photo tray is too small to take 4"x6" Tab Photo paper like the 6520/6525 and 6280 printers did,

I assume that it would have to be loaded into the Main tray.

Thank you

DaleBr

HP Printer Problem - Pic1

Note:  In the picture the lines are horizontal, since that is the shorter dimension.

HP Printer Problem  - Pic 2

Note:  In the picture the lines are vertical, since that is the shorter dimension.

[Gemini02]

Hi @DaleBr,

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. In the forum beside your handle name, just click on the envelope to view it. 

Thank you.

[DaleBr]

Hi:

Thank you for forwarding my problem to an appropriate team.

I just found this and wanted to share it with you.

https://h20564.www2.hp.com/hpsc/doc/public/display?docId=c04351328


Go to Figure 13.
The text accompanying it says that this Quality Report has no problems. WRONG !
Look at the vertical Color Bars,
Running horizontally across the color bars, at a contact vertical spacing, is a set of parallel lines where the ink did not get printed correctly.
If the report were correct, all four color rectangles would be completely filled-in with ink, not showing blank lines or gaps.

I am not the only one having this problem.
If you Google this problem, there are several
users who are complaining about the same problem.

Thank you

DaleBr

[DaleBr]

P.S.

I did not receive an email notification that you had posted a reply to my initial comments.

Is there a switch that I need to activate for this to happen.

I haven't had this happen in the past.

I usually receive email notifications when replies have been posted to my questions.

Thank you

DaleBr

[DaleBr]

Here's more information for others who may be experiencing this problem.

Yesterday, I went to the Best Buy store (#273) near me and tested two of the display model HP printers: The HP ENVY 5660 and the HP ENVY 7640.

I have the HP ENVY 5660.

Both printers have the same problem that I have described in my messages.

Below are 3 test printouts from these two Printer at Best Buy; 2 prints from the 5660 and 1 print from the 7640.

I made sure that the print cartridges had ink in them, were calibrated and cleaned (for each printer) before printing the Quality Diagnostics Reports

The horizontal white striping due to lack of printed ink is very visible in all 3 reports ... two different HP ENVY printer models !

These colors bands should be solid colors, each with 3 levels of transparency to them. There should not be any white or faded horizontal banding occuring.

Somewhere, there is either a quality control, design or production problem with these printers.

My guess is that other HP printers, both ENVY and other models have the same problem...especially those using the same "engine", driving the ink and paper.

If you Google this problem or search the HP Support Forums, you will find that this problem also exists in other lines of HP printers: e.g., DeskJet , OfficeJet.  I have not yet tested the latest DeskJet and OfficeJet printers, but other folks have posted the same (and other) problems.  However, these series of printers aren't designed to print quality photos, where the ENVY series is supposed to have replaced the Photosmart series, which was designed to print better photos.

The HP Photosmart 6280 that I had several years ago, did not have these problems.

it eventually went bad when an updated HP printer driver failed to allow the printer to scan.

I replaced it with the Photosmart 6520/6525 which had these problems, then developed a problem with the photo tray

moving back and forth about 8 times every time I tried to print from the Main tray (not the photo tray), and then the printer

would "ding" (sound) and display an error message telling me to remove and re-insert paper in the photo tray.

I wasn't using the photo tray (it was empty) and not selected in the program's I was trying to print from.

After less than 2.5 years, the printer failed to print: some form of electronics problem...the gears moved properly.

I replaced it with the ENVY 5660, which has the same "white line" problem.

In addition, the ENVY 5660 has a paper tray software problem.

Note:
I have done all of the printer diagnostics (several times), both, via the HP software on my laptop (latest version downloaded from HP's website) and via the diagnostic tests built into the printer, with my laptop turned Off.

The problem still exists, so it is in the printer, not the laptop or the HP's installed software.
My guess is that it is bad printer cartridges (though, I doubt it) or more likely that the long rubber shaft that moves the printer through the printer via gears, is turning a tad too much every time the printhead sweeps across the paper.

My printer is setup to print at Normal quality...not Draft.
The problem is obvious in the Print Quality Diagnostics page and the example from a .pdf file that I have posted

on the web link.
I have printed a few photos (4"x6") from the Photo Tray, and they appear to be fine.

Another test.
If I try to print on 4"x6" Photo paper loaded in the Main tray, it won't let me, if I have selected 4"x6" in the list of paper sizes under  Print > Properties > Paper Quality > Advanced.
I have to select Index Card 4"x6" to be able to print on 4"x6" Photo paper loaded in the Main tray.
And, there isn't a selection for HP's 4"x6" Photo Tab paper, nor will the Photo Tray hold it ... the tray slot isn't long enough.  You would have to load it into the Main paper tray.
There are several design flaws here.

I did not have these paper size problems with my former HP Photosmart 6520/6525, e-AIO printer, or with my former

HP 6280 Photosmart AIO printer.   But both of these printers went bad for different reasons.

Test prints are shown below.

DaleBr


Print Quality Diagnostics Report for the HP ENVY 5660 eAIO printer: 1st Test

HP ENVY 5660 PQD Report - Best Buy.1.jpg

Print Quality Diagnostics Report for the HP ENVY 5660 eAIO printer: 2nd Test

HP ENVY 5660 PQD Report - Best Buy.2.jpg

Print Quality Diagnostics Report for the HP ENVY 7640 eAIO printer.

HP ENVY 7640 PQD Report - Best Buy.jpg

[DaleBr]

More Print Quality Diagnostics Reports (below) from other HP printer display models at Best Buy.

Again, the printheads were cleaned an aligned, but the problems (light/dark lines, uneven coloring per band) still exist.

Each band should be a solid color at that specific level of transparency.

There is something fundamentally wrong with the mechanisms in the HP printers.

DaleBr

Print Quality Diagnostics Report for the HP OfficeJet 4650 printer:

Print Quality Diagnostics Report for the HP OfficeJet 5740 printer:

[DaleBr]

Hi:

Please read the additional information that I have provided...Print Quality Diagnostics Reports

from several printers, all showing the same problems.

Something is fundamentally wrong with the mechanics or firmware driving the printhead and roller,

or within the print cartridges themselves, or both.

Please also note the problems with the paper sizes and types for the ENVY 5660.

Thank you

DaleBr

[Dobbo0926]

Hi
Did you ever sort this problem? I am experiencing exactly the same with the Envy 5640. I have had two printers so far with the same problem and I'm very reluctant to try a third. The fact the lines run through the colour blocks on the diagnostics report and HP say that is a report with no defects makes me think that is the correct way of printing by this printer. I find it shocking how a printer could be sold to print in this way though.
Thanks.

[DaleBr]

This is a continuing problem that HP has chosen to ignore fixing.

It is in ALL of their inkjet printers...ENVY, DeskJet, OfficeJet, ...

The best explanation that I received was from an IT printer maintenance guy, who was well aware of the problem.

He said that there is a wiper (think auto windshield wiper) that goes across the 8 1/2" dimension if an 8 1/2" x 11" sheet of paper, and sweeps the printhead to keep it clean. If is isn't kept clean, buildup occurs and you end up with blank streaks.

This sounds plausible, but why does this still occur with brand new ink cartridges ???

My explanataion seems more realistic, based on data posted on HP's Support Forum.

The blank lines across the 8 1/2" dimension of the paper, are evenly spaced vertically along the length (11" side) of the paper. To me this is a design flaw in either the radius/diameter of the print roller, poorly designed ink cartridges that aren't firing ink properly, or the firmware specifying how much to rotate the roller after full printhead of print.  Any of these could cause the printout to have a consistent blank (white) line, evenly spaced every 14 mm.  HP should be checking their printer or printhead specs for anything relative to a dimension of 14 mm.  I told them that they should be hiring me to acceptance-test their hardware/software/firmware, since it is more than obvious that they aren't'.

HP continues to ignore all of the data that I have presented to them in their forums, only asks me if I am using original HP paper and ink cartridges, won't provide a real test engineer to speak with mevregarding this problem, and tells me that if they choose to do something to address this problem that they would not be informing me of the fix.  How courteous of HP !    Not the company they once were, who I have been dealing with since the early 1970s !!!

[Duane_D]

Hello Thank you for posting your concerns on the HP Support Forums. I have brought your matters to the attention of an appropriate team within HP. They may request for some additional information from you in order to look up your case or product serial number. Please look for a private message from an identified HP contact. Please keep in mind not to post any personal information publicly (serial numbers, phone numbers, and etc.). If you have any additional questions please send me a private message. Thank you for visiting the HP Support Forum.