ink cartridges showing empty on brand new replacements

[wambo789]

I cannot print anything. My ink should not have been close to being empty, but error messages came up that said the magenta cartridge was completely empty. I still should have been able to print black, but I could not print at all. I just went out and spent good money on brand new cartridges and the ink levels still show magenta empty and the other levels below a quarter and I still cannot print anything.

[DavidSMP · Accepted solution]

@wambo789,

A warm welcome to the HP community and a good day to you. I have reviewed the case. I will be delighted to assist you. excellent description and terrific analysis of the issue. Kudos to you for that.

• Did you try cleaning the ink cartridges?
• Did you try printing an HP print quality report?

It looks like a hardware issue. For now, try these steps

• Please perform a hard reset on the printer from this link: https://support.hp.com/in-en/product/hp-envy-120-e-all-in-one-printer-series/5203208/document/c00489...  and follow instructions from the section “Step 1: Reset the printer”
• Then update the printer’s firmware by following instructions from this link: https://support.hp.com/bg-en/document/c02919168
• Use a USB cable to update the printer’s firmware by connecting it to a computer.

• run HP print and scan doctor by following directions from this link: http://support.hp.com/us-en/document/c02073861

to check the ink levels. Then from this link: https://support.hp.com/us-en/product/hp-photosmart-5510-e-all-in-one-printer-series-b111/5053904/mod... (HP Photosmart 5510 Printers - Black Ink Not Printing and Other Print Quality Issues) perform all the relevant steps.

• Solution 1 to solution 7. DIagnose and evaluate the print quality diagnostics report.
• Identifying the faulty cartridge and replacing it should fix the issue if the printer's hardware is not faulty. Otherwise, the printer needs to be replaced.
• I am being honest about it here by keeping your best interest in mind without beating around the bush.
• Don't buy any further ink cartridges just yet.

I will send you a private message to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon. 

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[wambo789]

The problem has resolved itself. I inititially could not run any diagnostic such as printing test pages, alignment, or cleaning the print heads. I took the new ink cartridges out and cleaned the contacts and put them back in. Each time I got different ink level readings on the ink level monitor. After the 4 th time, the ink levels read close to full and I could print. I ran the clean heads tool and printed some test pages and now I am good. Thank you for the help.