My hp deskjet won’t allow me to print and only prints information reports

[Sherina]

My HP desk jet has been turned off for about 2 weeks as we have been moving. I have just set it up again with a new wifi and have changed the ink cartridges. 
It’s now saying I can’t print and the information light is on.  The only thing that is printing is an information report that is showing my network and that j need to visit hpsmart.com  

I’m not sure what the issue is as it hasn’t given me one and I am unable to see any help from the website

[Nal_NR]

Hi @Sherina,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having printing issues. 

If your HP DeskJet 2820e All-in-One Printer is not printing and the information light is on, but it’s only printing an information report, it’s likely that there’s an issue with the printer's configuration or connection. Here’s a step-by-step guide to troubleshoot the issue:

1. Check Printer Status

Check for Error Messages:

• Look at the information report for any error messages or status codes. These can often give clues about the problem.

Verify Connections:

• Ensure that the printer is properly connected to the new Wi-Fi network. Double-check that the Wi-Fi settings are correct.

2. Reconfigure Wi-Fi Settings

Reconnect to Wi-Fi:

• Print the Network Configuration Page (usually found in the printer settings) to check if the printer is connected to the correct Wi-Fi network.
• If needed, reconnect the printer to your new Wi-Fi network using the printer's control panel or the HP Smart app.

Use HP Smart App:

• Open the HP Smart app on your computer or smartphone.
• Follow the prompts to set up the printer again on the new Wi-Fi network.

3. Check Ink Cartridges

Ensure Proper Installation:

• Make sure the ink cartridges are properly installed and are the correct type for your printer model.
• Check that the protective tape on the cartridges has been removed.

Clean Contacts:

• Remove the ink cartridges and clean the contacts on both the cartridges and inside the printer using a lint-free cloth.

4. Perform Printer Maintenance

Restart the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds, then plug it back in and turn it on.

Reset Printer:

• Some printers have a reset option in the settings menu. Refer to the printer’s manual for instructions on how to perform a factory reset. Click here and go to page 53.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Sherina,

Please find the remaining steps below.

5. Update Printer Firmware

1. Check for Firmware Updates:
   • Using the HP Smart app or visiting the HP support website, check if there’s a firmware update available for your printer.
   • Follow the instructions to update the firmware if needed.

6. Troubleshoot Using HP Support

Visit HP Smart Website:

• Go to HP Smart and follow any troubleshooting steps provided for issues with printing.

HP Support Assistant:

• Download and install the HP Support Assistant if you haven’t already. It can help diagnose and resolve printer issues.

7. Check for Print Queue Issues

1. Clear Print Queue:
   • Go to Settings > Devices > Printers & Scanners on your computer.
   • Select your HP DeskJet 2820e, click Open Queue, and clear any documents that are stuck in the queue.

By following these steps, you should be able to address the issue with your HP DeskJet 2820e printer.

If none of the above steps resolve the issue, contact HP Support for further assistance.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.