printer says out of ink/toner when full

[KP18]

Every time I try and print, the computer says there is no ink/toner and won't print. I only have the colour cartridge inserted, but it should still print in single cartridge mode. Have tried the 'HP print and scan doctor' and it worked after that but only once. 

Can anyone give me any ideas of what to do? 

Thanks! 

[Dvortex]

Hello, @KP18 – Hope you are well 🙂
 

Thank you for becoming an HP Forum member. It is a fantastic location to get help from the community, get suggestions and find what has worked for others!

I see that you are trying to use the printer in single-cartridge mode. Ideally, yes, the printer should print in single-cartridge mode. Try to perform a power drain on the printer. Here are the steps:
 

• Remove the cartridges from the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

If the issue persists, then check the steps here: http://hp.care/2oUxrZM

I hope that answers your concern adequately. Let me know!

Cheers 🙂
 

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[KP18]

Thank you. I have tried all of those steps and the steps on the page you linked me to, but the problem still persists and the computer tells me that the printer is still out of toner.

[Dvortex]

Hello, @KP18

Try to insert the other cartridge and then try to print. 

If the issue persists, try making a copy on the printer. Place a document face down on the scanner glass and press the copy option on the printer control panel. Let me know if it makes a good copy or not.

Thanks, Hope that helps!

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[KP18]

Hi,

It makes a fine copy so I don't understand why it isn't working when I try to print?

Thanks.

[Dvortex]

Hello, @KP18

Since the copy feature is working well, it could be an issue with the drivers. Try to reinstall the drivers as suggested below:

• First, unplug the USB cable from the printer, if present.
• Go to Control Panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control Panel – Devices and Printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now, click http://hp.care/2rpBprB to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
• Restart the printer and check.

Let me know if that helps!

Cheers 🙂
 

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[KP18]

Thank you so much for your help. I have completed all the steps, however now my printer won't connect to my computer and I no longer have the USB cord. 

Here is a printscreen of the message I have received about 5 times after trying again and again to connect it.

Kate 

[Dvortex]

Hello, @KP18

Is the printer connected to the network? If yes, obtain the IP address of the machine by touching the wireless icon on the printer screen. Then enter the IP address on the IP box and continue with the installation. 

If unsure or if the printer is not connected to the network, then check the steps below to reconnect the printer to your network:

1. On the printer control panel, press the Wireless icon , and then press the button  next to Settings.

2. Press the down arrow  to scroll to Wireless Setup Wizard, and then press OK.

   The wizard searches for and displays a list of available networks.

3. Press the down arrow  to scroll to the name of your network, and then press OK.

4. When prompted, enter the WEP or WPA key.

5. When you finish entering the WEP key or WPA key, scroll to Done and press OK to confirm.

If the printer is still not found after connecting to the network, then perform a network power drain as suggested below:

1. Turn off all the devices connected on your network including the PC, Smartphones, printer, modem (if present) and router. Make sure all the devices in the network are turned off / unplugged.
2. Wait for 2-3 minutes.
3. Now turn on the modem if present. Wait till all the lights are steady and idle.
4. Then turn on the router. Again, wait for a couple of minutes so that the lights are all steady.
5. Then turn on the printer and other devices.

Now, try to install the printer again.

Hope that helps! Good luck 🙂

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[KP18]

Thank you for your reply.

I had already tried manually entering the IP address as it is displayed on the printer display that shows that  the printer is definitely connected to the internet,

I have tried turning everything off (including the router) as you suggested and retrying everything again and it still hasn't worked. 

Excuse me for saying this but it is getting really ridiculous now, I bought this printer as I am a student that needs to print off a lot of things. I thought it would be easier and a lot cheaper to print things at home without having to pay ridiculous prices at the library, but I have had nothing but trouble with the printer.

It still hasn't connected and I don't have the USB cable with me at university.

[Dvortex]

Hello, @KP18

I would suggest installing the printer using the Windows built-in drivers to try and fix the issue.

First, open Windows Device Installation Settings and confirm that your computer is set to automatically download driver software.
 

• Search Windows for Change Device Installation, and then click the Change device installation settings Control Panel setting in the list of results.
• Device Installation Settings window displays.
• Select the Yes option, and then click Save Changes.

Now, follow the steps listed under step 3 here: http://hp.care/2oSqtTW

If the issue persists, then please contact the HP phone support to get further assistance. 

HP Technical Support can be reached by clicking on the following link: www.hp.com/contacthp/

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

Let me know how that goes!

Cheers 🙂

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