My printer cuts the top of my documents

[bblac]

About three months ago, my printer, model officejettpro9012e, unexpectedly started cutting off the top line (sometimes even the second line) of my documents. This happened without me changing any printer or software settings.
I have already tried to fix the problem, either by using the tools in the hp smart application, by resetting the printer, or by checking that the paper is properly aligned inside the paper door. Also, the paper I am using is the correct paper (a4 sheets). What are your recommendations?
Thanks to all

[Irfan_06]

Hi @bblac,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with your printer that prints an extra blank page.

Make a copy on the printer standalone and let me know if you have the same issue. (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

Please follow the below steps to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Irfan_06]

Do you have the same issue when you make a copy as well?

If yes, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support