Horizontal White Lines - HP Envy Photo 7858

[chantelegram]

I just bought a new HP Envy Photo 7858, and printing a hi resolution jpeg results with white horizontal lines equally across my printed photo.

Trying to prepare for my father's celebration of life service and DONT NEED THIS!

Can you help? I am ready to take this back to the store and return it.

Thanks!

[TEJ1602]

@chantelegram, Welcome to HP Support Community!

Does it happen when you copy a photo/document?

Are you using the HP Smart App or printing through AirPrint?

Could you also print a print quality diagnostic report and let me know if the report has a horizontal line. In order to print the report:

1.) On the control panel, swipe down to open the Dashboard, and then touch the Setupicon

2.) Swipe up on the display, touch Reports, and then touch Print Quality Report.

If yes, let us try some troubleshooting steps:

Step 1: Reset the printer

1. Turn the printer on, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Unplug the power cord from the wall outlet.
5. Wait at least 60 seconds.
6. Plug the power cord back into the wall outlet.
7. Reconnect the power cord to the rear of the printer.
8. Turn on the printer, if it does not automatically turn on.

Wait until the printer is idle and silent before you proceed

Step 2: Clean the ink cartridges

Use the automated tool to clean the ink cartridges.

1. On the control panel, swipe down to open the Dashboard, and then touch the Setupicon.

2. Swipe up on the display, and then touch Printer Maintenance.

3. Touch Clean Cartridges, and then touch Continue.

   A Print Quality Diagnostic page prints.

4. Examine the Print Quality Diagnostic page.

   • If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. Repeat these steps for the third cleaning stage, if necessary.

   • If the print quality is acceptable, touch Done. You can stop troubleshooting.

Step 3: Align the printer

Use an automated tool to align the ink cartridges.

1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setupicon.

2. Swipe up on the display, and then touch Printer Maintenance.

3. Touch Align Cartridges and then touch Continue.

   The printer prints an alignment page.

After aligning the ink cartridges, try to print.

Step 4: Update the printer firmware

Follow the instructions on this document to update the firmware

Let me know the outcome.

Cheers 🙂

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!

[chantelegram]

Hi TEJ602,

Thank you for replying. 

The  white lines appear when copying, printing from an app, doesnt matter, they are definitey there. 

I bought the printer yesterday, it's brand new. 

I ran the Print Quality Diagnotic and everything seemed to be okay, so not sure what the issue is. The white lines are VERY apparent on a copy (looks almost like a zebra), and they are fine white lines of equal distance on the black and white photo print out (on regular paper, not photo paper). 

I can try the steps below, but this seems to be a common challenge with HP printers I have owned in the past. If you have any other recommendations I would really appreciate it. 

Thanks!

Chantale

[chantelegram]

Okay, just ran all of the diagnostics. And the white lines are still there, and even worse 😞 

Should I just return the printer? Isnt really working for me and it's not even 24-hours old. 

Thanks!

[TEJ1602]

@chantelegram

That's unfortunate. It could possibly be a hardware issue and you can try our other support options for further assistance.

Follow the steps below to reach out to our HP Support team:

1) Click on this link - https://support.hp.com/us-en/contact-hp
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the appropriate option based on your preference. 
6) Fill the web-form and proceed further. 

Thank you. 

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!

[rosm2004md]

I am having the same problem printing or copying full-page documents in "normal" quality.  But photos printed in "best" quality, both full page and from the photo tray don't have the white lines. I am printing directly from the Windows Photos. 

The quality settings have to be adjusted in the More Settings options and it always seems to reset. I am constantly having to fiddle with the printer settings to get it right. 

My printer is over a year old and I don't think I had the white line problem when I first got it. It started happening a while ago but I didn't pay much attention because I wasn't printing very often and only printing drafts. I have done all the maintenance and diagnostic steps listed above and have the most up to date drivers.