hp-support-head-portlet

Actions
Loading...

HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

HP Printers - Color or Black Ink Not Printing

This document is for the HP Officejet 4610, 4620, 4622, Deskjet Ink Advantage 4615, and 4625 e-All-in-One printers.
The printer is working, but the printed output is missing black or color ink, or the printed page is blank or has very little ink.
HP recommends that you use genuine HP ink cartridges. HP cannot guarantee the quality or reliability of non-HP ink cartridges or refilled HP ink cartridges. If you do not use genuine HP ink cartridges, the steps in this document might not resolve print quality issues.
Visit HP SureSupply to check ink cartridge compatibility or purchase replacement ink cartridges.
  1. Go to the HP SureSupply website.
  2. Scroll to the bottom of the page, and then make sure the country/region location is correct.
  3. Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
Genuine HP ink cartridges can also be purchased from other retailers.
If using genuine HP ink cartridges resolved the issue, you do not need to continue troubleshooting.
Step 2: Check the estimated ink levels
Low ink can contribute to poor print quality. Check the ink levels, and then replace any critically low or empty ink cartridges.
  1. On the printer control panel, press the Setup icon .
  2. Press the button next to OK to select Ink Information.
  3. Press the button next to OK to select Estimated Levels.
    The Estimated Levels gauge displays.
  4. In the Estimated Levels gauge, check the ink levels for each ink cartridge. Note any that are low or empty.
    Figure : Estimated ink level gauge on the control panel
    Image: Estimated Ink Level gauge on the control panel.
 note:
Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low-ink levels, consider having a replacement ink cartridge available to avoid possible printing delays. You do not need to replace ink cartridges until print quality becomes unacceptable.
If any of the ink cartridges are critically low on ink or empty, continue to the next step to replace them. If the ink cartridges have adequate ink, skip to the step to seat and vent the ink cartridges.
Step 3: Replace any low or empty ink cartridges
Replace any low or empty ink cartridges.
The following video demonstrates how to replace ink cartridges.
 note:
This video shows the HP Officejet 4620 e-All-in-One Printer series, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Replace any low or empty ink cartridges.
  1. Turn on the printer.
  2. Locate the two slots on the sides of the printer.
    Figure : Slots on the left and right sides of the printer
    Image: Slots on the left and right sides of the product
  3. Place your fingers in the slots on the right and left sides of the product, and then lift to open the ink cartridge access door.
    The carriage moves into the carriage access area.
    Figure : Open the ink cartridge access door
    Image: Open the ink cartridge access door
  4. Wait until the carriage is idle and silent before you proceed.
  5. Press the tab inward on the front of the old ink cartridge to release it, and then pull up on the ink cartridge to remove it from the slot.
    Figure : Remove the ink cartridge from its slot
    Image: Remove the ink cartridge from its slot
  6. Pull the orange pull tab straight back to remove the new ink cartridge from its packaging.
    Figure : Pull the orange tab straight back
    Image: Pull the orange tab straight back
     caution:
    Make sure you remove the orange pull-tab and plastic wrap completely before you twist the orange cap in the next step. Otherwise, ink might leak from the ink cartridge. When you remove the plastic wrap, the paper label on the top of the ink cartridge tears slightly, which is necessary to properly vent the ink cartridge.
  7. Twist the protective orange cap counter-clockwise to snap it off the ink cartridge.
    Figure : Twist the orange cap to snap it off the cartridge
    Image: Twist the orange cap to snap it off the ink cartridge
  8. Hold the ink cartridge so that the ink cartridge contacts are facing toward the product.
  9. Match the colored dot on the ink cartridge with the dot of the same color on the carriage.
  10. Slide the new ink cartridge into its slot, and then gently press the ink cartridge down until it clicks into place.
    Figure : Insert the ink cartridge
    Image: Install the ink cartridge
  11. Repeat these steps for other ink cartridges, if necessary.
  12. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
If replacing any empty or critically low ink cartridges resolved the issue, you do not need to continue troubleshooting.
Step 4: Vent and seat the ink cartridges
If the vent on the top of the ink cartridge is clogged or obstructed, the ink cartridge might not work properly. Make sure the ink cartridges are properly vented and seated correctly.
  1. Locate the two slots on the left and right sides of the printer.
    Figure : Locations of the two slots
    Image: Locations of the two slots
  2. Slide your fingers into the two slots, and then lift up to open the ink cartridge access door.
    The carriage moves into the access area.
    Figure : Open the ink cartridge access door
    Image: Open the ink cartridge access door.
  3. Press the tab on the front of the ink cartridge inward to release it, and then pull up on the ink cartridge to remove it from the slot.
    Figure : Remove the ink cartridge from its slot
    Image: Remove the ink cartridge from its slot.
  4. Examine the vent area on the ink cartridge, above the HP logo on the top of the ink cartridge.
    Figure : Vent area on the top of the ink cartridge
    Image: Vent area on the top of the ink cartridge
  5. If the ink cartridge still has the orange pull-tab attached, pull to remove it.
    Figure : Orange pull tab
    Image: Orange pull tab.
  6. If the vent is clogged, use a straight pin to gently remove excess adhesive from the vent.
      Figure : Clean the clogged vent with a pin
      Image: Clean the clogged vent with a pin.
    1. Clogged vent
    2. With a straight pin, gently remove excess adhesive from the vent
    3. Unclogged vent
  7. With the nozzle and contacts facing down, slide the ink cartridge into its slot, and then press down on the ink cartridge until it is firmly seated.
     note:
    Make sure each ink cartridge is installed in the correct slot. Match the shape of the icon and the color of the ink cartridge with the slot that has the same shaped icon and color.
    Figure : Reinsert the ink cartridge
    Image: Insert the ink cartridge.
  8. If the ink cartridge does not snap into place, remove the ink cartridge from the carriage. Gently bend the tab away from the ink cartridge, and then reinsert the ink cartridge into the carriage.
     caution:
    Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the ink cartridge or cause the tab to break.
      Figure : An example of gently bending the tab away from the ink cartridge
      Image: An example of gently bending the tab away from the ink cartridge
    1. Gently bend the tab away from the ink cartridge
    2. Do not bend the tab more than 1.27 cm (0.5 in)
  9. Repeat these steps to inspect the vents on each of the ink cartridges.
  10. Make sure each ink cartridge is firmly in place in its slot. Run your finger along the top of the ink cartridges to feel for any that are protruding, and if any are, press down firmly until each ink cartridge locks into place.
  11. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
  12. Try the print job again.
If venting and reseating the ink cartridges resolved the issue, you do not need to continue troubleshooting.
Step 5: Clean the printhead
Clean the printhead with an automated tool from the printer control panel.
  1. Load plain, white U.S. letter or A4 size paper in the input tray.
  2. On the printer control panel, press the Setup icon .
  3. Press the button next to the arrow until Tools displays next to OK.
  4. Press the button next to OK to select Tools, and then press the button next to the arrow until Clean Printhead displays next to OK.
  5. Press the button next to OK to clean the printheads.
    The printer cleans the printheads and then prints a test page.
  6. Evaluate the test page for print quality.
    Figure : Example of the printhead cleaning test page
    Image: Example of the printhead cleaning test page.
    • If the print quality on the test page is satisfactory, touch No to return to the current print job.
    • If the print quality on the test page is unsatisfactory, touch Yes to perform a secondary cleaning of the printhead.
      There are three printhead cleaning stages. Complete all three stages if necessary. If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes after the last (third) cleaning stage to start the first stage of the cleaning process over again.
 note:
Never turn off the printer when ink cartridges are missing. Make sure that you replace any missing ink cartridges as soon as possible to avoid print quality issues and possible extra ink usage or damage to the ink system. To avoid issues that require cleaning the printhead, always turn the printer off with the Power button on the printer itself.
If cleaning the printhead resolved the issue, you do not need to continue troubleshooting.
Step 6: Update the printer firmware
If cleaning the printhead fixed the problem, install the latest printer firmware update. The firmware update can prevent future printing problems.
 note:
Currently, firmware updates are only available for Windows operating systems.
If updating the printer firmware resolved the issue, you do not need to continue troubleshooting.
Step 7: Service the printer
If the previous steps did not resolve the issue, service the printer.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Repair fees might apply for out-of-warranty printers.
 note:
Keep a print sample that shows the problem. If the ink cartridges, printhead, or printer is replaced under warranty, the support agent will request the print sample. If the printer is returned to HP, the print sample must be returned with the printer. Place the sample in the output tray when you package your printer for shipping.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
United States

hp-detect-load-my-device-portlet

Actions
Loading...