Magenta ink not printing

[amykate]

So I picked up the Envy 5000 a couple of months ago but haven't had the chance to properly use it, I did a test print etc when setting it up and then went to use it a few weeks later and  had serious problems getting the printer to connect to my laptop and after finding a work around today I was finally able to start printing things, only now the magenta ink is no where to be seen on any print jobs, I've done 2 stages of cleaning on the heads, aligned the cartridges 3 times and all test prints come back with magenta missing.

This is a brand new printer with brand new ink cartridges in it ( it uses the tri colour ink) it was working when I first set the printer up and now its not? I'll be really annoyed if I've got to go out and get a new ink cartridge for it as that's such a waste.

Anyone got any tips to try and get it to work? the box standard stuff hasn't done anything.

[asmita6658]

Hi @amykate

Welcome to the HP Support Community. 

Appreciate you trying the steps. I'd suggest, try cleaning the ink cartridges manually. Refer to step# 3 to 5 from this document.

Also, try updating the printer's firmware. Refer to this document for step by step instructions - HP Printers - Updating or Upgrading Printer Firmware
 

Hope this helps! Keep me posted. 

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

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Have a great day! 

[amykate]

Hi, neither of these steps have helped

[asmita6658]

Thanks for replying @amykate

Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding this issue, they should be able to help. 

Have a great day!