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HP OfficeJet Pro 9720 Printers - Color or black ink not printing, other print quality issues

The quality of a printed document is not as expected, color or black ink does not print, or printouts are smeared, fuzzy, dark, or faded.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check for issues with the ink cartridges

Very low ink levels and using non-HP cartridges can cause print quality issues.

Replace any non-HP or refilled cartridges with genuine HP cartridges. HP supplies are available from the HP Store and local retailers.

HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. Go to HP Anti Counterfeiting and Fraud Program for more information.
Check the ink levels and replace any low or empty cartridges.

Note:
This printer features a 'backup mode' that enables a limited number of prints when a very low or empty cartridge is installed. In this mode, blacks might not be as dark and color pages might print in grayscale. Replace the cartridge if backup mode printing is unacceptable.
Rough handling of cartridges during transport or installation can cause print quality problems. Wait a few hours for the automatic servicing routine to complete, and then try to print again.

If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

Make sure you are using the correct paper for your print job

Make sure the paper you are using matches the print job. If the paper does not match, reload the printer with the correct paper type.

Load the paper print side down in the input tray. Many types of paper have printing and non-printing sides, such as photo paper and envelopes. Usually, the smoother side is the print side, and sometimes, the non-print side has a logo of the paper manufacturer on it.
Do not use wrinkled or curled paper. Use only clean, wrinkle-free paper.
Use the correct paper type for your project.
- For everyday text documents, plain paper with ColorLok technology works well. Paper with ColorLok technology is industry-standard paper that works well with HP ink.
- For documents with dense printing, such as high contrast graphics or photos, use HP Advanced Photo Paper for best results.
- Some paper might not absorb ink as well as others. If your prints smear easily, make sure you are using a recommended paper.
Store photo paper in its original packaging inside a resealable plastic bag. Store the paper on a flat surface in a cool, dry place. Load 10-20 sheets of photo paper only when you are ready to print, and then put the unused paper back in the packaging.
Try using a different paper. This determines if the problem is related to the paper.

Check print settings

Print settings can affect print quality. Make sure the print settings are appropriate for your print job.

Check print settings using HP Smart

Adjust print settings to improve quality by printing a photo from the HP Smart app.

Open the HP Smart app, and then click Print Documents or Print Photos.
Browse to the document or photo, and then click Print.

The Print window opens.
Depending on your print job, you might consider modifying the following settings:
- Media Type: Select the appropriate type of paper, such as photo paper, plain paper, or labels.
- Quality: Increase the print quality mode from Normal or Draft to Best.
- Paper Size: Select the correct paper size for your print job.
Click Print.

Change the print job settings (Windows)

Change the print settings to help improve print quality.

On your computer, open the document or photo you want to print.
Press Ctrl and P or click Print to open the print window, and then open the printer properties or settings.

Depending on the software, click Printer Properties, Properties, More settings, Printer, or Options.
Change the printer settings to help improve print quality.
- From the Paper/Quality tab, change the paper size and type to match the paper you loaded into the printer, and then select the highest Print Quality option available, such as Best, Professional, or Maximum dpi.
- From the Color tab, select Off or High quality grayscale under Print in Grayscale. Printing in color can improve print quality.
When you are done, click OK to close the print settings window, and then click Print.

Change the print job settings (macOS)

Change the print settings to help improve print quality. The location and name of each setting varies by macOS version.

On your Mac, open the document or photo you want to print.
Click File > Print to open the print settings.
Change the printer settings to help improve print quality. You might need to click Show Details to see all settings.
- From the Print in Color menu: Enable Print in Color for the best print quality. For macOS 10.13 and earlier, disable the Black & White option.
- From the Paper Size menu, select the size that matches the paper you loaded into the printer.
- From the Media & Quality menu, change the paper type to match the paper you loaded into the printer, and then select the highest Print Quality option available, such as Best.
When you are done, click Print.

Check the estimated ink levels

Check the estimated ink levels from the control panel.

If an ink cartridge is empty, your printer can print for a period of time in either greyscale or composite black, depending on which ink cartridge is empty. If a color ink cartridge is empty, the printer prints in greyscale using black ink. If the black ink cartridge is empty, the printer prints in composite black using color ink. Composite black might not be as dark as regular printouts.

On the control panel Home screen, swipe right, and then touch Supplies.
Touch Ink Cartridges.

The control panel displays estimated ink levels. The amount of color shown within a column represents how much ink remains in the ink cartridge of that color.

Print a Print Quality Diagnostic Report

To resolve many print quality issues, print a Print Quality Diagnostic Report, and then evaluate the results.

On the printer control panel Home screen, touch Menu.
Scroll to Utilities, and then touch Tools.
Touch Reports, and then Status Reports.
Touch Print Quality Diagnostic Report, and then Print.

A Print Quality Diagnostic Report prints.
Review the blue, magenta, yellow, and black boxes on the diagnostics report.
- If there are streaks in the color and black boxes or no ink in portions of the boxes, clean the printhead.
- If the lines are not straight and connected, align the printheads.
- If there are smears of ink on the back of your printouts, clean the smear.

Align the printhead

Use an automated tool to align the printhead, clean the printhead, or clean the smears.

Load plain white paper into the tray.
On the printer control panel, touch Menu.
Touch Utilities > Tools.
Touch Troubleshooting > Print Quality.
Touch Printhead Alignment > Start > Continue.

An Aligning printhead message displays and an Alignment Page prints.

Replace the cartridges

If problems persist, replace the ink cartridge.

If the ink cartridge is under warranty, Contact HP Customer Support for possible replacement.

Note:

To see if your genuine HP cartridge is under warranty, go to HP Printers - Ink Supplies Limited Warranty.

Service the printer

Service or replace your HP printer if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Note:

Keep a print sample that shows the problem. If the printer, ink or toner cartridges, or the imaging drum are replaced under warranty, the support agent might request the print sample.

Additional support options

Try one of our automated tools or diagnostics

Ask a question on our HP Support Community page

Get in touch with one of our support agents

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