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HP Photosmart C4600 and C4700 All-in-One Printer Series - Horizontal Lines on a Copy

Issue
Horizontal lines appear in a copied document. This issue occurs with copies made from an original loaded on the scanner glass.
Follow these steps in the order presented to resolve the issue.
 note:
If any step resolves the issue, you do not need to continue troubleshooting.
Step one: Clean the scanner glass and scanner backing
Follow these steps to clean the scanner glass and the white scanner-lid backing.
  1. Gather the following materials:
    • Several clean, soft, lint-free cloths
    • Mild glass cleaner
       caution:
      Use only glass cleaner to clean the scanner glass. Do not use cleaners that contain abrasives, acetone, benzene, and carbon tetrachloride. These substances can damage the product. Avoid isopropyl alcohol (rubbing alcohol) as it can streak the glass.
  2. Press the Power button () to turn off the product.
  3. Lift the scanner lid.
    Figure : Lift the lid
  4. Spray a clean, soft, lint-free cloth with mild glass cleaner.
     caution:
    Do not spray the glass cleaner directly on the glass to avoid damaging the scanner.
  5. With the moistened cloth, wipe the scanner glass.
  6. Dry the scanner glass with a fresh cloth.
  7. Wipe the white scanner-lid backing with a fresh cloth.
    Figure : Wipe the lid backing
  8. Close the lid.
  9. Press the Power button () to turn on the product.
  10. Try the copy job again.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step two: Clean the ink cartridges
 caution:
Clean ink cartridges only when necessary. Unnecessary cleaning wastes ink and shortens the life of the cartridge.
Follow these steps to clean the ink cartridges from HP Solution Center.
  1. Double-click the HP Digital Imaging Monitor () on the Windows taskbar.
    HP Solution Center opens.
  2. In HP Solution Center, click Settings, and then click Printer Toolbox.
  3. Click Clean the Print Cartridges, click Clean, and then follow the on-screen instructions to complete the cleaning process.
  4. When you have finished cleaning the cartridges, try the copy job again.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Follow these steps to check the estimated ink levels using the HP Toolbox.
  1. Make sure the product is on and connected to the computer.
  2. Double-click the HP Digital Imaging Monitor () on the Windows taskbar.
    HP Solution Center opens.
  3. In HP Solution Center, click Settings, and then click Printer Toolbox.
    The Printer Toolbox opens.
  4. Click the Estimated Ink Levels tab to view the current estimated ink levels for both cartridges.
    Figure : Estimated ink levels
 note:
Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low-ink levels, consider having a replacement cartridge available to avoid possible printing delays. You do not need to replace cartridges until print quality becomes unacceptable.
Replace cartridges that are low on ink or empty, if the printout quality is unacceptable, and then try the copy job again.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
  1. Gather the following materials:
    • Distilled water (tap water might contain contaminants that can damage the ink cartridge)
    • Cotton swabs or other soft, lint-free material that will not stick to the electrical contacts
    • A clean sheet of paper
  2. Open the ink cartridge door. The carriage moves to the center of the product.
  3. Wait until the carriage is idle and silent, and then unplug the power cord from the back of the product.
  4. Press down on the ink cartridge to release it, and then pull it toward you out of the slot.
     caution:
    Do not remove both ink cartridges at the same time. Remove and clean each ink cartridge one at a time. Do not leave an ink cartridge outside the product for more than 30 minutes.
      Figure : Remove the ink cartridge
    1. The tri-color ink cartridge is on the left side of the carriage
    2. The black ink cartridge is on the right side of the carriage
  5. Inspect the ink cartridge contacts for ink and debris buildup.
  6. Dip a clean foam rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  7. Hold the ink cartridge by its sides, and then clean only the copper-colored contacts.
     caution:
    Do not touch the ink nozzles. Doing so can result in clogs, ink failure, and bad electrical connections.
      Figure : Clean cartridge contacts
    1. Copper-colored contacts
    2. Ink nozzles (do not clean)
  8. Allow the ink cartridge to dry for at least 10 minutes.
  9. Hold the ink cartridge with the HP logo on top, and then insert the cartridge back into the carriage slot. Push the ink cartridge firmly into the slot until it snaps into place.
    Figure : Insert cartridge into carriage
    • The tri-color cartridge installs in the left carriage slot.
    • The black cartridge installs in the right carriage slot.
  10. Repeat if necessary for the other ink cartridge.
  11. Close the ink cartridge door.
  12. Reconnect the power cord to the back of the product.
  13. Press the Power button () to turn on the product.
  14. Try the copy job again.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step five: Replace the faulty cartridge
If the preceding steps did not resolve the issue, one or both of the cartridges might be faulty. Use the following steps to replace the faulty cartridge. A prompt might display on the product control panel indicating a cartridge is low on ink, or that a cartridge is missing or not detected.
  1. Make sure the product is on. The Power button () is lit when the product is on.
     caution:
    The product cannot release the ink cartridges from the carriage, if the product is off. The product can be damaged if the ink cartridges are not docked safely when trying to remove them.
  2. Open the ink cartridge door. The carriage moves to the center of the product.
  3. Wait until the carriage is idle and silent. Press down on the ink cartridge to release it, and then pull it toward you out of the slot.
      Figure : Remove the ink cartridge
    1. The tri-color ink cartridge is on the left side of the carriage
    2. The black ink cartridge is on the right side of the carriage
    • If replacing the tri-color ink cartridge, remove the ink cartridge from the slot on the left.
    • If replacing the black ink cartridge, remove the ink cartridge from the slot on the right.
  4. Remove the new ink cartridge from its packaging, and then carefully remove the plastic tape using the pink pull tab. Be careful to touch only the black plastic.
    Figure : Remove the tape
     caution:
    Do not touch the ink nozzles. Doing so results in clogs, ink failure, and bad electrical connections.
  5. Hold the ink cartridge with the HP logo on top, and insert the new ink cartridge into the empty cartridge slot.
    • If installing the tri-color ink cartridge, slide it into the left slot.
    • If installing a black ink cartridge, slide it into the right slot.
    Figure : Insert cartridge into carriage
  6. Push the ink cartridge firmly into the slot until it snaps into place.
  7. Close the ink cartridge door.
Cause
Dust or dirt on the scanner glass or lid backing, or cartridges that are dirty, clogged, or low on ink. These circumstances might also slow product performance, affect print quality, degrade scan quality, and affect accuracy of special features, such as resizing copies.

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