Strange problem with 9012e

[vandejong]

Hp OfficeJet 9012e prints system logs via HP Smart perfectly but all other prints via Office etc. are rubbish. What is the error? 

All updates are current, cartridges are full, drivers have been uninstalled and reinstalled.

[Garp_senchau]

@vandejong, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like the issue might be specific to how the printer is handling prints from applications like Office vs. HP Smart. Since you’ve already performed some basic steps, here are a few steps you can try:

Check Print Quality Settings:

• Open the Print Settings on your computer (from any Office application like Word or Excel).
• Select the HP OfficeJet Pro 9012e printer.
• Look for options under Quality or Print Preferences.
• Make sure the quality settings are not set to Draft or Low Quality.
• Also, verify that the print mode is set to Color if you're printing color documents.

Use a Different Printer Driver:

• Go to Control Panel > Devices and Printers on your PC.
• Right-click on the HP OfficeJet Pro 9012e printer and select Printer Properties.
• Under the Advanced tab, check the Driver.
  • Try switching to a different driver. Sometimes, a Universal Print Driver (UPD) or another driver type may solve compatibility issues with certain applications.

Check for Software Conflicts:

• Sometimes, third-party software (like antivirus or other print management tools) might interfere with printing from specific applications.
• Temporarily disable any third-party software and see if the issue persists when printing from Microsoft Office.

Check Paper Type and Size:

• Verify that the correct paper size is selected in the printer settings for both the application and the printer.
• Ensure that the paper type is set correctly in the print settings (e.g., plain paper, glossy, etc.).

[Garp_senchau]

Clear Print Queue and Reset Printer:

• Sometimes a stuck print job can cause issues with subsequent prints.
• Go to Control Panel > Devices and Printers, right-click the HP OfficeJet Pro 9012e, and select See what's printing.
• Cancel all pending jobs and restart the printer.
• You can also unplug the printer for about 30 seconds and plug it back in to reset it.

Test Print from Different Applications:

• Try printing from other applications (e.g., a PDF viewer, web browser, etc.) to see if the problem is specific to Office apps.
• If other apps print fine, it could be an issue specific to Office settings or compatibility.

HP Smart App Settings:

• Since prints via HP Smart work fine, ensure that HP Smart is not overriding settings when printing from other applications.
• Open the HP Smart app and go to the Print Quality settings to check if it’s set differently than in the system's default print settings.

Firmware Update Check:

• Even though you’ve mentioned all updates are current, check again for firmware updates for the printer itself. Sometimes issues related to print quality can be resolved with firmware updates.
  • Open the HP Smart app.
  • Go to the printer settings and select Check for Firmware Updates.

Print a Test Page:

• From Devices and Printers, right-click your printer, and select Printer Properties > Print Test Page.
• This will help you see if the issue is happening across all print jobs or only certain ones.

Reinstall Printer Software (Advanced):

• If none of the above works, you can perform a more thorough uninstall:
  • Uninstall the HP Smart software and printer drivers completely.
  • Disconnect the printer from your computer.
  • Reboot your system.
  • Reinstall the printer through the official HP website or use the HP Smart app to set it up again.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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