Printing problems and error code on LCD

[Starcruiser]

Hello, I'm going to start by saying that I'm a computer professional but my normal troubleshooting has hit a dead end so I suspect hardware. I want a second opinion before I try to make a warranty claim or call support. The last time I tried calling I was on hold for so long I got automatically disconnected twice.

The last time I used the printer was at the end of January, a little under 3 months ago, and it was perfect then.

Today, when trying to print a pdf document, it seemed like a lot of the text was printed incorrectly. I tried printing the diagnostic page and alignment page and the results are as follows. They look like my pdf document did, some of the text is cut off.

I tried both the print head alignment (twice) and the stage 2 deep clean. No effect. I saw something similar in the archives of the board that suggested that I clean the contacts on the black cartridge and the contacts in the printer, as well as a factory reset and power drain. This is where things got weird.

I connected the printer back to my wireless network after following the suggested guidelines for cleaning etc., and when I opened the HP Smart app to fix my settings, the advanced settings wouldn't load. The printer had an error code 0xB8377014 on the LCD with all of the lights flashing. I rebooted the printer and let it reconnect to the network, and it appeared to be fine at this point. I tried opening the advanced settings again (there are things I need to adjust after the reset) and again, the page wouldn't load and the same error code appeared on the printer. Printing worked, except the same problems from previously were still present, but I can't access the settings page from HP Smart or my browser without the error.

[TEJ1602 · Accepted solution]

@Starcruiser, Welcome to HP Support Community!

Firstly, I appreciate your time and effort in trying to resolve the issue as well as providing us with a detailed description of the same.

As you suspected, this could be a hardware failure.

Refer the document Black or Color Ink Not Printing, Other Print Quality Issues to ensure you have performed all the troubleshooting steps. 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Starcruiser]

Thanks for your reply; that's the second opinion I was looking for.

The firmware is up to date and the default is to update automatically. Looks like I'll be putting in a support request to get a warranty fix since I've only had the printer a little over a year.