Only pale green print of all colours

[Violet326443]

Hi, When I try to pint a multi coloured document everything comes out very pale green. I have run the diagnostics, cleaned the cartridges and it show 25% colour ink & 50% black ink. Any suggestions please ?

[Betty0610]

@Violet326443

Welcome to the HP Support Community.

Does this also happen while copying? Print a Print Quality Diagnostic report from the printer control panel, and then evaluate the results:

1. Load the printer with plain white paper.

2. On the printer control panel, swipe left on the display, and then touch Setup .

3. Touch Tools.

4. Swipe up on the display, and then touch Print Quality Report.

Let me know how this report looks.

Align the ink cartridges for best print quality using the printer control panel:

1. Load the input tray with plain white paper.

2. Pull out the output tray, and then lift the output tray extender.

   

3. On the printer control panel, swipe left on the display, and then touch Setup .

4. Touch Tools.

5. Swipe up on the display, and then touch Align Printer.

   An alignment page prints.

6. Wait for the alignment page to fully eject from the printer.

7. After the alignment page prints, lift the scanner lid, place the alignment page with the print side down on the scanner glass. Position it according to the engraved guides around the glass.

   

8. Close the scanner lid, and then touch OK.

   The printer aligns the ink cartridges.

9. Try to print again.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/in-en/product/hp-envy-5000-all-in-one-printer-series/14095644/document/c05538...

Also, try changing the color ink cartridges.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Violet326443]

---

@Betty0610 wrote:

@Violet326443

Welcome to the HP Support Community.

Does this also happen while copying? Print a Print Quality Diagnostic report from the printer control panel, and then evaluate the results:

1. Load the printer with plain white paper.

2. On the printer control panel, swipe left on the display, and then touch Setup .

3. Touch Tools.

4. Swipe up on the display, and then touch Print Quality Report.

Let me know how this report looks.

Align the ink cartridges for best print quality using the printer control panel:

1. Load the input tray with plain white paper.

2. Pull out the output tray, and then lift the output tray extender.

   

3. On the printer control panel, swipe left on the display, and then touch Setup .

4. Touch Tools.

5. Swipe up on the display, and then touch Align Printer.

   An alignment page prints.

6. Wait for the alignment page to fully eject from the printer.

7. After the alignment page prints, lift the scanner lid, place the alignment page with the print side down on the scanner glass. Position it according to the engraved guides around the glass.

   

8. Close the scanner lid, and then touch OK.

   The printer aligns the ink cartridges.

9. Try to print again.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/in-en/product/hp-envy-5000-all-in-one-printer-series/14095644/document/c05538...

Also, try changing the color ink cartridges.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

---

Hi Betty0610,

Never tried copying.  A scan of the Print Quality Diagnostic is attached.

Kind regards,

Violet326443

[Betty0610]

Try changing the color ink cartridges and let me know if that helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Violet326443]

---

@Betty0610 wrote:

Try changing the color ink cartridges and let me know if that helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

---

Thanks for that.  I have ordered another colour cartridge.  The existing one has only printed 2 photos and less than 10 pages containing any coloured text.  I will let you know how the new cartridge performs when it gets here.

[Betty0610]

Sure, do keep us posted 🙂

[Violet326443]

---

@Betty0610 wrote:

Sure, do keep us posted 🙂

---

Hi Betty,

New cartridge arrived today and I have run the alignment page, see below. 

I have run a simple colour test and all seems ok.

What should I do to claim a refund on the failed cartridge please ?

Kind regards.

Violet

[sandytechy20]

@Violet326443

It seems to be a issue with the old cartridge.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Violet326443]

Hi Sandy,

I tried the links in the order you set them and they did not work.

Since you are an HP employee can you arrange the refund please ?

[sandytechy20]

@Violet326443

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.