HP Envy 5640 won't print at all

[Acreaner]

Hi my HP Envy 5640 won't print at all - test pages from within Windows, docs, quality test prints initiated by selecting 'Clean Heads', nothing. It goes through the motions but the paper is entirely blank afterwards. I cleaned then heads using the built-in 1st, 2nd and 3rd level cleans and then manually with lint-free cloth slightly dampened with filtered water as per the web instructions (HP support doc). I can buy new cartridges but am just hesitating in case it's not them.

It's not new (2018) but is unused, I'm told the previous owner (my son) couldn't get it to print so he's asked me.

I don't mind buying cartridges (obviously) but if there is something else wrong, I don't want to throw away money.

Any suggestions welcome. 

Thanks. 

[Nils_K]

Hi @Acreaner ,

Welcome to the HP Support-Community.

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@Acreaner wrote:

Hi my HP Envy 5640 won't print at all - test pages from within Windows, docs, quality test prints initiated by selecting 'Clean Heads', nothing. It goes through the motions but the paper is entirely blank afterwards. I cleaned then heads using the built-in 1st, 2nd and 3rd level cleans and then manually with lint-free cloth slightly dampened with filtered water as per the web instructions (HP support doc). I can buy new cartridges but am just hesitating in case it's not them.

It's not new (2018) but is unused, I'm told the previous owner (my son) couldn't get it to print so he's asked me.

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I strongly believe the cartridges are dried out. Please try this test with both cartridges:

Take a handkerchief and the cartridge. Now press the cartridge like a stamp on the handkerchief for about 2-3 seconds. You should see a strong, colored strip, consisting of black / magenta, blue and yellow. Is this the case?
If there is no or very little ink on the handkerchief, moisten the handkerchief slightly and press the cartridge again, this time for about 30 seconds on it, until more ink comes out.
Afterwards, re-insert the cartridge and run a cartridge clean, if necessary.

What is the result?

Cheers!

Nils_K

[Acreaner]

Hi Nils,

Thanks for coming back and for that advice. I did as you suggested and got some deposit from the colour cartridge but barely a trace from the black one. With the tissue dampened, I got a good strong trace from the colour one and still barely a trace from the black. I then put them back in and did the Printer Maintenance > Clean Cartridge option and having gone through the 3 levels, I still had nothing on the paper (neither black nor colour). So, I can understand that the black cartridge is dead, should I not see something from the colour in the test print? I don't mind buying cartridges, if that's the 'fix'.

Thanks again. Aidan. 

[Nils_K]

Hi Aidan,

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@Acreaner wrote:

With the tissue dampened, I got a good strong trace from the colour one

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Can you take a photo of the tissue and can you upload it here to the community? It would help a lot.

Cheers!

Nils

[Acreaner]

Hi, this was the result of pressing the cartridges to the tissue, bot dry and with the tissue slightly damp. 

So I assume it's new cartridges then, right? 

Thanks. Aidan. 

[Nils_K]

Hi Aidan,

Thank you for the picture!

Yes, both cartridges are definitely dried out / empty. 

you need to replace them. After that, the printer will work again. 😊

Cheers!

Nils

[Acreaner]

OK, that's grand, will order some and hopefully I'll be sorted. 

Thanks, Aidan. 

[Nils_K]

Hi,

I would love to hear back from you after installing the new cartridges!

Cheers!

Nils

[Acreaner]

Hi Nils, 

The cartridges arrived today and I fitted them

Printing was OK, but some horizontal lines showed when I tried a photo from my phone, so I did the alignment option, went through the 3 stages of cleaning etc. but it's still visible (see pic). This is test printing from the printer so no Windows / drivers issues involved. Any thoughts? Thanks. Aidan.