Smart Tank 520 - First Print very late with clicking noises

[Husa]

Hello, 

i have bye new Printer Smart Tank 520. Printer work, but the first print is very late (40sec) and he make clicking noises in this time. Service here help me,  they install new Software, but the Problem still exist. Can anyone help?

OK, the problem has been solved, it's the paper tray. I moved the stack down a little more forcefully and now the process starts immediately. Maybe something got stuck. In any case, it wasn't a paper jam because the situation occurred after unpacking.
I don't actually know of any problems like this with HP printers. Nevertheless, I'm convinced by HP

[Nal_NR]

Hi @Husa,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I completely understand how concerning it must be to experience delays and unusual clicking noises from your brand-new Smart Tank 520 printer, especially when you expect it to work seamlessly. Let’s work together to address this issue and find a solution.

• Does the printer make clicking noises only during the first print, or does it happen before every print job?
• Are you using the correct driver for the Smart Tank 520, and is the printer connected via USB or Wi-Fi?
• Have you recently checked the ink levels and ensured all cartridges and print heads are securely installed?

Let's try these steps. 

Check Print Head Alignment and Installation:

• Misaligned or improperly seated print heads can cause delays and clicking noises.
• From the printer menu, run the Print Head Alignment process:
  • Load paper in the tray.
  • Go to Setup > Maintenance > Align Print Heads (use the control panel on the printer).
• Ensure all print heads and ink cartridges are properly locked in place.

Disable "Quiet Mode" (if enabled):

• Quiet Mode slows down printing and can sometimes cause odd delays.
• Open the HP Smart App or Printer Preferences.
• Check if Quiet Mode is enabled and disable it if needed.

Reset the Printer to Factory Defaults:

• Sometimes, restoring default settings resolves hardware delays.
• Steps:
  • Turn on the printer.
  • Press and hold the Power and Cancel buttons together for about 10 seconds.
  • The printer will reset and restart.
• Try printing a test page to check if the issue persists.

Check for Firmware Updates:

• Ensure the printer firmware is up to date, as older firmware can cause delays or unusual behavior.
• Open the HP Smart App on your computer or mobile device.
• Go to Advanced Settings > Printer Update > Check for Updates.
• Install any available updates.

Verify Print Spooler Settings (For PC Users):

• A slow print spooler can delay printing:
  • On Windows, press Win + R, type services.msc, and press Enter.
  • Find Print Spooler, right-click it, and select Restart.
  • Try printing again to see if it’s faster.

If the issue persists despite these steps, there might be a mechanical issue with the printer. In that case, I recommend contacting HP Phone Support for further assistance or requesting a replacement if it’s still under warranty.

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”.

[Husa]

Thank you,

I thought the problem was the paper feed, but unfortunately that's not the case.
Yes, the noises and the time delay usually occur before the first print, but not only. I only use the printer via USB directly on the W10 computer. I also changed the OS because I replaced the hard drive and the problems remained. The firmware and software are up to date.
It can't be the ink level because the problem was there from the start and if the printer works at some point everything is OK.
I have no idea about the print heads. I also don't know how to get the carriage in the middle. Nothing happens when I open the front flap.

I will do the other steps, and contact again  - sorry my english

Do I need to reinstall the latest firmware and software after resetting the printer? Quiet mode is not activated. I have already done the print head alignment using software. I would like to take a look at the print heads, but they remain on the left side. I would also like to check the USB connection, is there a procedure for this?

[Nal_NR]

Hi @Husa,

Thanks for writing back. No problem, your English is clear! I’ll guide you step by step. It sounds like you’re experiencing delays and clicking noises before printing on your HP Smart Tank 520. Let’s work through your concerns:

1. Firmware and Software After Resetting the Printer

• When you reset the printer, it does not remove the firmware or software updates.
• If you have already updated the firmware, you do not need to reinstall it.
• After a reset, ensure the printer is still detected correctly by the HP software.

2. Check the Print Heads (Carriage Movement)

Since the print heads remain stuck on the left side and the carriage does not move when opening the front flap, try this procedure:

• Turn the printer ON.
• Open the front access door (the flap).
• Unplug the power cable from the back of the printer while the door is open.
• Manually move the print carriage to the middle using your hand (gently slide it).
• Look for any obstructions like dried ink, paper debris, or dust around the carriage path.
• Plug the power cable back in and turn the printer ON.

3. USB Connection Check

To ensure the USB connection is not the problem:

• Try a different USB port on your computer.
• Use a different USB cable (sometimes cables are faulty).
• Avoid using USB hubs; connect the cable directly to the computer.
• Go to Device Manager (on Windows 10):
  • Expand Universal Serial Bus Controllers.
  • If there are any yellow exclamation marks or issues, right-click and select Uninstall Device.
  • Restart the computer, and Windows will reinstall the USB drivers.

4. Delayed First Print and Clicking Noises

The noises and delay can happen for a few reasons:

• Carriage issues: Obstructions in the path (check Step 2).
• Initialization delay: The printer may take longer to initialize if it hasn't been used for a while. This is normal.
• Print Heads Clogged: Even though you’ve aligned the print heads, they might need cleaning:
  • Open the HP Smart App or software.
  • Run the Print Head Cleaning tool.
• Quiet Mode Off: You already confirmed it’s off, so that’s not causing the delay.

5. Reset the Printer

You can try resetting the printer to default settings:

• Turn the printer ON.
• Disconnect the power cable from the printer and wall outlet.
• Wait 60 seconds.
• Reconnect the power cable and turn the printer back ON.

Next:
Check the print carriage manually.

• Confirm the USB connection and drivers are okay.
• Reset the printer as outlined.

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 @Husa,

If the above steps do not help, This might require one-on-one interaction via remote assistance to fix the issue over the phone

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”.

[Husa]

Thank you very much for the extensive help, I have already replied by email, but did not see that the email cannot be answered. I will still work through all the steps, but I think there is a technical problem, especially since a new problem has arisen. I wanted to quickly use the copy function for ID cards today and after scanning the first page and being asked to open the cover for the second page, it got stuck in this mode. So the scan symbol to copy the back of the passport did not appear. Since this function can also be used without a PC (?) and the clicking noises also occurred now, a USB error can certainly be ruled out.
I will check the print heads again as described, but will then try to exchange the device at HP Service here, because I have already used them twice in this regard without success. I am certainly not petty, but things like this are a bit annoying and I regularly need the printer for visa and other administrative tasks here. 
In any case, I would like to thank you for the very good and quick help, even if I cannot get any further this way.
I hope my automatic translation sounds not to much angry ;-  
I don't want to criticize the product itself, I just need a solution 

[Nal_NR]

Hi @Husa,

Thank you for your detailed update and for following the previous troubleshooting steps. I understand how frustrating this situation must be, especially when the printer is crucial for administrative tasks. Let me suggest a few additional steps that might help resolve the issues you're experiencing:

1. Perform a Hard Reset

• Turn off the printer and disconnect it from the power source.
• Wait for about 2-3 minutes.
• Reconnect the power cord and turn the printer back on.
• Check if the issues with the clicking noises and the ID card scanning function persist.

2. Update Printer Firmware

• Ensure that the printer firmware is up to date.
• Use the HP Smart app or visit the HP Software and Driver Downloads page to check for any available firmware updates.
• Updating the firmware can resolve software glitches that may cause unusual noises or malfunctions.

3. Reset the ID Copy Function

• If the printer is stuck in ID copy mode:
  1. Cancel the current operation by pressing the Cancel button on the printer's control panel.
  2. Restart the printer and attempt the ID copy process again.
  3. Make sure the ID card is placed correctly on the scanner glass, aligning it to the designated area as per the printer’s instructions.

4. Inspect and Clean the Print Heads (Again)

• Since the clicking noises could relate to the print heads:
  • Open the print head access area and carefully inspect for any loose or misaligned components.
  • Clean the print heads using the printer's built-in cleaning function via the control panel or the HP Smart app.

If these steps do not resolve the issues, pursuing a device exchange through HP Service in Thailand, as you mentioned, might be the best course of action. Your patience and thoroughness in troubleshooting are much appreciated, and I hope a resolution is reached promptly!

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”.

[Husa]

Thank you very much,

I don't want to post too much, just the information that manually moving the print head carriage according to the instructions doesn't work. It stays firmly in its left position and cannot be moved by hand. I turned the printer on, opened the flap and then unplugged the device.

[Nal_NR · Accepted solution]

Hi @Husa ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue over the phone. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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!