printing error

[jeanette25]

even though everything appears correct, when ever I go to print it states it cannot be printed, in the HP smart app it states User action required at the printer, the black has ink the colour does not, even though my account states I have ink

[Jay_G24]

Hi @jeanette25,

I'd like to help!

Try the below suggestions-

Let's try a power reset on the printer

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Single cartridge mode -

The printer you own can work in single-cartridge mode, wherein the printer will be able to print with one cartridge in the printer.which will help us identify if its a cartridge issue or a printhead issue.

To try single-cartridge mode follow the below steps:

remove the black ink from the printer, leave the color in and try printing 
then remove the color ink and, insert the black  in and try printing 

Also try the steps in the document -Black or Color Ink Not Printing, Other Print Quality Issues

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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