HP Envy 5020 - Ink cartridge problem

[freuss]

Hi HP forum

My wife and I recently bought an HP Envy 5020 and until yesterday, we haven't had any problem. However, now when we are sending a printer job, the printer starts printing, but stops suddenly while printing and eject the unfinshed page. The printer display then says that there is an issue with the color ink cartridge and that we should try to reinstalled it. When we reinstall the ink cartridge, the error message goes away, and we are able to send a new job to the printer. But when it starts printing the new job, it stops again and eject the unfinshed page.

We have tried this multiple times, but to no end. It still starts printing, suddenly stops and eject the unfinished page. During our many tries, the printer has only printed two pages completely, but reverted back to the issue both times on the next job. It is like, that it loses the connection to the ink cartridge once the printing has started.

We have tried everything on this support site :https://support.hp.com/rs-en/document/c05543263, expect for buying new cartridges. Since printer registers the cartridge, when we take it out and reinstall it, it is able to register the cartridge and read that it is almost full. So it is able to register the cartridge, but as mentioned before it kind off losing the connection to the cartridge when it starts printed.

The ink cartridge are orignal HP, the firmware has been updated, we use the printer wireless.

[A4Apollo]

Hi! @freuss, Welcome to HP forums.

I understand when you print from your printer the printer is printing blank pages and you are getting ink cartridge error on your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Does the issue persist when you make a copy from your printer?

Have you installed full feature printer software?

Have you tried printing from a different application?

Have you tried printing using a different ink cartridge?

Are you using HP genuine ink cartridges on your printer?

I appriciate your efforts for trying out the steps before reaching out to us.

Replace low or empty ink cartridges on your printer.

Try updating the printer firmware and check if it helps.

Update the printer firmware using this link: https://hp.care/2K0LIe5

Try the steps recommended below.

Clean the electrical contacts

The printer might display an ink cartridge error if the ink cartridge contacts are dirty. Unplug any cords or cables, remove the ink cartridges, and then clean the electrical contacts on the ink cartridges and print carriage.

1. Gather the following materials:

   • Clean, dry foam-rubber swabs or a clean, lint-free cloth

   • Distilled or bottled water (tap water might damage the ink cartridge or the printer)

2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.

   The carriage moves slightly to the left.

   Figure : Opening the ink cartridge access door

   

3. Wait until the printer is idle and silent before you continue.

4. Disconnect any cords connected to the printer, such as the power cord and USB cable.

5. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.

   Figure : Removing the ink cartridge

   1. Lift the lid

   2. Gently push the lid back

   3. Pull up on the ink cartridge

6. Hold the ink cartridge by its sides.

   Figure : Holding the ink cartridge by its sides

   

7. Inspect the copper-colored contacts for ink and debris buildup.

8. Lightly dampen a clean foam-rubber swab or lint-free cloth with distilled water, and then clean the contacts.

      CAUTION:

   Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.

   Figure : Cleaning the contacts

   

9. Lightly dampen another clean foam-rubber swab or lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.

   Figure : Cleaning the carriage contacts

   

10. Wait for the ink cartridge and carriage contacts to dry before you continue (approximately 10 minutes).

11. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.

       NOTE:

    Install the color ink cartridge on the left and the black ink cartridge on the right.

    Figure : Inserting the ink cartridge

    

12. Close the lid on the ink cartridge slot to secure the ink cartridge into place.

13. Repeat these steps to clean and then reinsert the other ink cartridge.

14. Close the ink cartridge access door.

15. Reconnect the power cord or USB cable to the printer, if needed.

16. Turn on the printer if it does not turn on automatically.

Try to print.

If you are able to make a copy from your printer uninstall the printer software from root level and install the latest full feature software for your printer.

In Windows, search for and open Programs and Features.

Select your HP printer.

Select Uninstall.

In Windows, search for and open Devices and Printers.

In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

Open up the run command with the "Windows Key + R" key combo.

Type printui.exe /s and click OK.

Click on Drivers tab.

Look for HP Printer driver. If you see it click on it and click remove at the bottom.

Select OK.

Select Apply and OK on the Print Server Properties windows.

Close Devices and Printers.

Update the full feature printer software using this link: https://hp.care/2y3rleU

If the issue still persists after trying out the steps, please replace the faulty ink cartridges on your printer.

Refer this article to further troubleshoot ink cartridge errors on your printer. Link: https://hp.care/2Fmqlln

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Have a beautiful day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CJT1963]

Hi all,

RE:5020 COLOUR INK JET CARTRIDGE ISSUE

I've just encountered the exact same problem. I've just replaced the cartridge & the same thing happens. I've now wasted so much paper on half prints & lost count on how many times I've taken the cartridge out & fitting it back in again, not to mention cartridge costs & my time, it's driving me crazy....

I do recall this happened when I first had the printer from new, but resolved it by taking the cartridge out & in again once, this happened twice on two occasions.

I'm now thinking there's an underlying issue, so I'm taking the printer back to PC-WORLD to get it replaced as only bought it 4 moths ago, I may decide on another printer, as can't face doing all this again.