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HP LaserJet Pro CM1415fn and CM1415fnw Color Multifunction Printers - Resolving Strange, Garbled or Illogical Text, Incomplete Printouts, or Missing Text or Graphics

Issue
The printed output contains garbled, jumbled, or illogical text; or the printed output is incomplete, or is missing text or graphics.
Figure : Example of garbled, illogical text, and incomplete printout
Example of garbled, illogical text, and incomplete printout (graphic)
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
  note:
Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Solution one: Print a test page
To help diagnose the issue, print a supplies status page.
  1. If the product Home screen is not active, touch anywhere on the screen to activate it.
  2. In the top-right corner, touch the Supplies icon (). The Supplies Status screen displays.
  3. Touch Report to print the page.
Solution two: Check the print cartridges
Follow these steps to check the print cartridges.
  caution:
To prevent damage to a print cartridge, do not expose it to light for more than a few minutes.
Step one: Make sure that the print cartridges are genuine HP print cartridges
Check the print cartridges to see if they have HP on them. Genuine HP print cartridges are always printed with HP, Hewlett-Packard, or the HP logo ().
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
  note:
Hewlett-Packard Company cannot recommend the use of non-HP print cartridges, either refilled, new, or remanufactured. Any damage caused by a non-HP print cartridge is not covered under the HP warranty and service agreements. See HP LaserJet Print Cartridges and Imaging Drums Limited Warranty Statement (c01848047) (in English).
  • If all the print cartridges are genuine HP print cartridges, see the next step.
  • If one or more of the print cartridges are not genuine HP print cartridges, replace them.
Step two: Check the print cartridges for sealing tape and damage
  1. Open the front door on the product.
    Figure : Open the front door
    Illustration: Open the front door on the product.
  2. Pull out the print cartridge drawer.
    Figure : Pull out the print cartridge drawer
    Illustration: Pull out the print cartridge drawer.
  3. Grasp the handle on the print cartridge, and then pull the print cartridge straight out to remove it.
  4. If the print cartridge seal is in place, remove it. To do this, pull the tab on the end of the print cartridge to remove the entire length of the seal.
    Figure : Remove the print cartridge seal
    Illustration: Remove the print cartridge seal.
  5. Check the print cartridge for leaks, gouges, and broken plastic.
  6. Check the imaging drum on each print cartridge for contamination, marks, scratches, excess toner, or any other obvious damage.
      caution:
    Do not touch the green roller (imaging drum) on the bottom of the print cartridge. Fingerprints on the imaging drum can cause print-quality problems.
    Figure : Do not touch the imaging drum
    Illustration: Do not touch the imaging drum.
  7. If the print cartridge is damaged, replace it.
  8. Gently rock the print cartridge from front to back to distribute the toner evenly inside the print cartridge.
    Figure : Gently rock the print cartridge
    Illustration: Gently rock the print cartridge from front to back.
  9. Hold the print cartridge so that the green drum faces the bottom of the print cartridge drawer, and then insert the print cartridge into the correct slot.
    TIP:
    Look for color-coded icons on the print cartridge slots to insert the print cartridge in the correct slot.
    Figure : Insert the new print cartridge into the correct slot
    Illustration: Insert the new print cartridge into the correct slot.
  10. Repeat steps 3 through 9 for the other print cartridges.
  11. Close the print cartridge drawer.
    Figure : Close the print cartridge drawer
    Illustration: Close the print cartridge door.
  12. Close the front door.
    Figure : Close the front door
    Illustration: Close the front door.
  13. Try again to print.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
Solution three: Connect directly to a wall outlet
Devices, such as power strips and surge protectors, attached between the product and the wall outlet can sometimes interfere with communication to and from the product. To resolve this issue, follow these steps:
  1. Plug the power cord directly into the wall outlet.
  2. Try again to print a test page. Follow the steps you used in Solution one.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
Solution four: Check the product environment
Environmental conditions can affect print quality and is a common cause for print quality or paper feeding issues.
  1. For the best possible print quality, follow these guidelines:
    • Move the product away from drafty locations such as open windows or doors, or air conditioning vents.
    • Do not expose the product to high temperatures or extreme humidity.
      • Very dry (low humidity) conditions can increase the amount of background shading.
      • Very wet (high humidity) conditions can fog up the laser scanner optics, cause drop-outs, cause uneven dark, light or fuzzy print, or leave water droplets on the printed page.
    • Move the product from confined spaces such as a cabinet.
    • Remove anything blocking the top vents. Make sure that air flows freely around the product, including the top.
    • Protect the product from airborne debris, steam, grease, or other elements that can leave residue inside the product.
  2. Try again to print.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
If the computer and the product are not communicating correctly, the USB cable might be loose or defective.
  1. Turn off the product, and disconnect the power cord from the wall outlet.
  2. Disconnect the USB cable from the product and the computer, and then inspect both ends of the cable for damage.
  3. If the USB cable is in good condition, reconnect it to the product and directly to the computer, making sure that the connections are tight.
    If the USB cable is damaged, replace it.
  4. Reconnect the power cord to the wall outlet, and turn on the product.
  5. Try again to print.
  6. If these steps did not resolve the issue, try to connect an alternate USB cable to the product and your computer.
    • If these steps resolved the issue, there is a problem with the original USB cable. Replace the USB cable.
    • If the issue persists, continue to the next step.
  7. Try to connect the USB cable and printer to another computer (if possible), and then try again to print.
  • If these steps resolved the issue, there is a problem with your computer. Contact your computer manufacturer.
  • If the issue persists, continue to the next solution.
Solution six: Reset the printer and restart the computer
If the computer and the product are not communicating correctly, resetting the product and restarting the computer might help.
  1. Press the Power button or switch to turn off the product.
      note:
    The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button or switch to turn on the product.
Step two: Restart the computer
Follow the steps to restart the computer for your operating system.
TIP
Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
  1. On the Windows taskbar, click Start (), and then click Shut Down ().
  2. From the What do you want the computer to do? drop-down list, click Restart, and then click OK.
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution seven: Check the printer default
Make sure that your product is the default printer.
  1. Open the Printers and Faxes, Printer, or Printers and Devices window.
    • Windows XP: Click Start, and click Printers and Faxes.
    • Windows Vista: Click the Vista icon (), click Control Panel, click Hardware and Sound, and then click Printer.
    • Windows 7: Click the Windows icon (), click Control Panel, and then double-click Printers and Devices.
  2. Find your product, and check whether it is selected as the default printer.
    • If the product icon appears with a checkmark (), skip to the next step.
    • If the product icon does not appear with a checkmark (), right-click the product icon, and select Set as Default Printer.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution eight: Check the document
If a specific document prints garbled or illogical text, or is missing text or graphics, there might be a problem with that document.
  1. Make sure that the document is not missing text or graphics, and contains no blank pages.
    TIP
    You can use the Print Preview option in the software program (if available) to check the document.
  2. Try to print a different document.
  • If this document prints normally, there is likely a problem with the original document.
  • If this document prints with garbled or illogical text, or is missing text or graphics, see the next solution.
Solution nine: Check the software program
If a specific software program prints garbled text, there might be a problem with that software program.
  1. Try to print from a different software program.
    If the document prints with garbled or illogical text, or is missing text or graphics, see Solution ten: Service the printer.
    If the document prints normally from a different software program, there might be an issue with the original software program. Continue to the next step.
  2. Obtain the latest software program updates, and then restart the computer.
  3. Try again to print.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, contact the software vendor for support.
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.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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