Horizontal stripes on ENVY 5540

[Vasco61]

Horizontal stripes appear on any print, at about 1.5 cm distance

Cartridges are new and aligned
I even cleaned them; I don't what else to do

Thank you

[Echo_Lake]

@Vasco61

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

• Are you using the HP Smart App?

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:
(do not skip any troubleshooting steps if you feel steps are repeating) 

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

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Vasco61]

@Echo_Lake , thank you for your help

Cleaning, aligning and updating firmware definitely helped, but it didn't solve the issue.

I attach the last quality diagnostic report, where you can see that some small horizontal "white lines" are still present.
I there something else I can try?

Thank you

[Riddle_Decipher]

@Vasco61 I'm afraid that confirms a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.