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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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HP Recommended
HP6978
Microsoft Windows 10 (64-bit)

I have had this printer for years and for the most part, it has worked well.  Yesterday, it decided to start printing poorly.  I tried a print head cleaning and alignment.  When I placed the alignment page on the scanner glass, it said, "not recognized".  I tried copying from the glass, and it prints a blank page.  Thoughts?

1 REPLY 1
HP Recommended

@TS30263, Welcome to HP Support Community!

 

Check for power-related problems or issues with the ink cartridges if copies are blank.

 

Step 1: Reset the printer and check the power source

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

  1. With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.

  2. If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to ensure the printer is getting enough power.

  3. Reconnect the power cord to the printer, and then try making a copy.

    • If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.

    • If the issue persists using a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, service the printer. If it moves and you still cannot copy, continue to the next step.

Step 2: Troubleshoot ink or toner cartridge issues

Ink or toner cartridge issues can cause unsatisfactory copy quality. Go to HP Customer Support, type your printer model number if necessary, and then search for print quality to locate the document for your printer.

 

If the issue persists, it could be a hardware failure.

 

Please reach out to the HP Support in your region regarding the service options for your printer.

 

Hope this helps!

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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