new Dec 2024 SmartTank 5101; PRINT HEAD ALIGNMENT fails repeatedly

[SullyFarms]

bought Dec 2024 new home office SmartTank 5101 because I wanted it's flatbed scanner. Already have smaller HP Deskjet 3755 which works great for printing or copying but it's feeder-scanner tray not adequate. During SmartTank 5101 setup, my PC recognizes both printers and both are on my wireless network. HP Smart app working correctly. I can scan easily from new SmartTank 5101, but PRINT HEAD ALIGNMENT FAILS repeatedly so I cannot print or copy from new printer. Have read user manual, watched specific 5101 setup videos, and all specific troubleshooting articles. Printhead carriage operates normal when you open front panel, all ink has been installed, all strips and orange caps were removed from printheads. Every time each printhead is clicked into place and carriage moves along as if to align it all, ALIGNMENT FAILS. Is it possible the printhead carriage is faulty? The message panel shows both printheads and indicates by picture icon that they are not aligned. HP repair shops will not take in my printer's printhead problems. How to get a live video chat with a HP tech? That seems to be my only recourse - suggestions appreciated. I have many pictures showing new SmartTank 5101 w alignment message and opened front panel w printhead carriage position. How does a HP customerr get indepth tech help that goes beyond normal troubleshooting. Dont want to have to buy-again same SmartTank 5101 printer. Help ~

[Raj_05]

Hi @SullyFarms,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've already tried all the typical troubleshooting steps, which is frustrating. Given that your SmartTank 5101's alignment keeps failing despite the printheads being properly installed and the carriage moving normally, there are a few possibilities to explore.

• Printhead Alignment Sensor Issue: It's possible that the sensor responsible for detecting printhead alignment is malfunctioning. Since the printhead carriage is moving normally, this could be a sensor issue that prevents it from detecting proper alignment.
• Ink Cartridges or Ink Levels: Even though the ink has been installed, ensure that the cartridges are properly seated and that ink levels are sufficient for printing.
• Printhead Contacts: Check that the electrical contacts on both the printhead and the printer are clean and free from ink residue or dirt. Sometimes this can interfere with alignment.
• Firmware Issue: If your printer's firmware is out of date, it may not properly handle alignment. You can check for updates through the HP Smart app or the printer's control panel.
• Defective Printhead or Printer: Given your description, there's a chance that your printhead or the printer's alignment mechanism is defective.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support