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HP Officejet Pro 8600 e-All-in-One Series Printer (N911) - Received Faxes Are Blank or Have Vertical Lines

Issue
Faxes received by the HP product are blank or the printed fax has vertical, black lines through the image or text.
Solution one: Print and evaluate the Print Quality Diagnostic Page to help diagnose an issue
Try the following steps in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Step one: Print the Print Quality Diagnostic Page
To help diagnose the fax quality problems, follow the instructions to print the Print Quality Diagnostic Page.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
Figure : The Print Quality Diagnostic Page
Image: The Print Quality Diagnostic Page
Step two: Check Test Pattern 1
  1. Check Test Pattern 1 to make sure that the lines are straight and connected.
    Figure : Test Pattern 1
    Graphic of Test Pattern 1
    • If the lines in Test Pattern 1 are straight and connected, skip to the step to check Test Pattern 2.
    • If the lines in Test Pattern 1 are not straight and connected, continue with these steps to align the product.
  2. Load clean, plain white paper into the tray.
  3. On the product control panel, touch the Right Arrow ().
  4. Touch Setup (), and then touch the Down Arrow ().
  5. Touch Tools, and then touch Align Printhead.
  6. Wait while the product aligns the printhead, and then prints out a test page.
  7. Check the test page for print quality, and then follow the on-screen instructions to complete the alignment process.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step three: Check Test Pattern 2
  1. Check the blocks of color in Test Pattern 2 for white lines, or to see if they are faded or missing completely.
    Figure : White lines in color blocks
    Image: White lines through color blocks
    Figure : Missing block of color
    Image: Missing blocks of color
    • If the colored blocks in Test Pattern 2 do not show white lines, and are not faded or missing, the issue is resolved, and you do not need to continue troubleshooting.
    • If any of the colored blocks in Test Pattern 2 show white lines, or are faded or missing completely, continue with these steps to clean the printhead.
  2. Load clean, plain white paper into the tray.
  3. On the product control panel, touch the Right Arrow ().
  4. Touch Setup (), and then touch the Down Arrow ().
  5. Touch Tools, and then touch Clean Printhead.
  6. Wait while the product cleans the printhead, and then prints another Print Quality Diagnostic Page.
  • If there are no defects on the Print Quality Diagnostic Page, your issue has been resolved, and you do not need to continue troubleshooting.
  • If there are still defects on the Print Quality Diagnostic Page, repeat these steps to clean the printhead again.
  • If defects are still present after cleaning the printhead a second time, continue to the next solution.
Solution two: Replace the problem cartridge
If none of the preceding steps resolved the issue, replace the cartridge that corresponds to the defect on the Print Quality Diagnostic Page. For example, if the magenta color block contains white bars and cleaning the printhead does not help, replace the magenta cartridge.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to hp.com/go/learnaboutsupplies, select your country/region, and then review the limited warranty information for your supplies.
  caution:
HP recommends that you replace any missing cartridges as soon as possible to avoid print quality issues and possible extra ink usage or damage to the ink system. Never turn off the product when cartridges are missing.
The following video demonstrates how to replace cartridges.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Press the Power button () to turn on the product, if it is not already on.
  2. Place your fingers into the slot on the left side of the product, and then pull to open the cartridge access door. The carriage moves to the center of the product.
    Figure : Place your fingers in the slot
    Image: The slot location on the left side of the product
    Figure : Open the cartridge access door
    Image: opening the cartridge access door
  3. Wait until the carriage stops moving.
      caution:
    Do not lift the latch handle on the carriage to install the cartridges. Doing so could cause the printhead or cartridges to be incorrectly seated, which can cause errors or print quality problems. The latch must remain down in order to correctly install the cartridges.
  4. To remove the problem cartridge, push the cartridge in with your finger, release it, and then pull the cartridge from the slot.
    Figure : Push the cartridge in to release it
    Graphic of pushing the cartridge in to release it
      note:
    The cartridges are spring-loaded, so pushing in releases them so that you can remove them.
  5. Remove the new cartridge from its packaging.
      note:
    After you remove a cartridge from its package, install it right away to avoid damaging the ink.
  6. Hold the cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its color-coded slot.
    Figure : Insert the cartridge
    Graphic of inserting the cartridge into its color-coded slot
  7. Push the cartridge forward into the slot until it snaps into place.
    Figure : Push the cartridge forward
    Graphic of pushing the cartridge forward until it snaps into place
  8. Close the cartridge access door.
  9. Print another Print Quality Diagnostic Page.
  10. Check the Print Quality Diagnostics Page for defects.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Replace the printhead
If you have completed all of the troubleshooting steps and are still experiencing a problem, contact HP to replace the printhead.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
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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