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HP Photosmart e-All-in-One Printers (B010a and B010b) - Troubleshooting Print Quality Issues

Issue

The quality of the printout or printed image is not as expected.
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.
Hinweis:
Some of the following solutions require the full HP software. If you did not install the full software when you installed your product, click here to go to the software and drivers page, and then download and install the full feature software.

Solution one: Use genuine HP cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
Purchase replacement cartridges and other supplies from the HP Store or local retailers.

Solution two: Check the paper

Use the following guidelines to make sure that the paper you are using is appropriate for the print job. If it is not, reload the product with an appropriate paper type.
  • Load the paper print side down in the input tray. Many papers have printing and nonprinting 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.
    Do not use wrinkled 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.
      ColorLok logo
    • 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.
Hinweis:
Inappropriate paper usually causes vertical streaks in printouts (or if the problem occurs on a copy, dirty scanner glass usually causes the issue). Do not replace cartridges to fix vertical streaks.
Examples of horizontal streaks and vertical streaks in printout
Abbildung : Horizontal streaks in printout
Illustration of horizontal streaks
Continue with the following troubleshooting steps if your printout contains horizontal streaks, or other print quality issues besides vertical streaks.
Abbildung : Vertical streaks in printout
Illustration of vertical streaks
Do not replace cartridges for vertical streaks in a printout. Instead, check the paper as described earlier in this document, or search for a document that covers this issue.
After trying the preceding guidelines, try printing again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Check the print settings

Follow these steps to check the print settings to make sure that they are appropriate for your print job.

Step one: Check the print quality settings

  1. Open the Print dialog box in the software program you are trying to print from.
    • Windows XP: Click File, and then click Print. The Print dialog box opens.
    • Windows Vista: Click the Windows icon (), move the cursor to Print, and then click Print. The Print dialog box opens.
  2. Select your product, and then click Properties. The printer Properties dialog box opens.
  3. Choose the correct tab to find the settings
    • Windows XP: Click the Printing Shortcuts tab, and then click the type of job you are trying to print.
    • Windows Vista: Click the Paper/Quality tab.
  4. Review the following options, and then make any necessary changes.
    • Paper sizes: Make sure that the selected option matches your paper size.
    • Paper type: If one of the options matches your paper type exactly, select that option.
    • Print quality: If you are dissatisfied with the quality of your printouts, increase the print quality. To print more quickly, decrease the print quality.
  5. Click OK, and then click OK again to start the print job.

Step two: Check the Print in Grayscale setting

  1. Open the Print dialog box
    • Windows XP: Click File, and then click Print. The Print dialog box opens.
    • Windows Vista: Click the Windows icon (), move the cursor to Print, and then click Print. The Print dialog box opens.
  2. Select your product, and then click Properties. The printer Properties dialog box opens.
  3. Choose the correct tab to find the setting
    • Windows XP: Click the Features tab.
    • Windows Vista: Click the Color tab.
  4. Under Color Options, make sure that Print in grayscale is not selected.
  5. Click OK, and then click OK again to start the print job.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Check ink levels and replace low or empty cartridges

Follow these steps to check the ink levels on your product, and then replace low or empty cartridges according to the results.
Hinweis:
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.
  1. Open HP Solution Center:
    • Windows XP: Click Start, click All Programs, click HP, and then click HP Solution Center.
    • Windows Vista and Windows 7: Click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.
    HP Solution Center opens in a new window.
  2. Click Settings ().
  3. In the Print Settings area, click Printer Toolbox. The printer Toolbox opens.
  4. Click the Estimated Ink Levels tab. The estimated ink levels display in a graphic on the computer.
    Abbildung : Example of estimated ink level graphic in the Toolbox
    Illustration of estimated ink levels
    The colored bars represent the estimated ink levels in the corresponding cartridge. Full color bars represent high ink levels, while color bars that approach the bottom of the bar represent low ink.

Solution five: Print and evaluate a print quality report and troubleshoot defects

Follow these steps to print, and then evaluate a print quality report.

Step one: Print a print quality report

  1. Load plain white paper in the input tray.
  2. On the product control panel, press the Setup button ().
  3. Press the ATM button () next to Tools.
  4. Press the ATM button () next to Print Quality Report.
  5. Press the ATM button () next to OK. The product prints a print quality report that you can use to diagnose print quality issues.
    Abbildung : Example of a print quality report
    Image of a print quality report

Step two: Check the print quality report for defects

In general, if the product and its cartridges are working correctly, all the color bars should be present, unstreaked, and uniform in color across the width of the page. The black text on the page should not show ink streaks.
Use the following table for examples of defects that can exist on the print quality report. The following examples are not inclusive, but tend to represent the most common issues.
Examples of defects on the print quality report
Defect
Example
Large font text is ragged on one end
illustration of ragged large text
Irregularly streaked or faded color bars
Illustration of streaked or faded color bars
Ragged color bars
Illustration of ragged color bars
The color bars are streaked with another color
Illustration of streaked color bars
The color blocks have regular white streaks
Illustration of white streaks in the color bars
Jagged alignment patterns
Illustration of jagged alignment patterns
  • If you see no defects on the print quality report, the print mechanism and ink supplies work correctly. If printouts are still unsatisfactory, try these general print quality guidelines, and then do not continue the troubleshooting steps in the remainder of this document:
    • Make sure that the image you are printing has sufficient resolution. Images that are enlarged too much might appear fuzzy or blurry.
    • If the problem is confined to a band near the edge of a printout, use the software you installed with the product, or another software program to rotate the image 180°. The problem might not appear on the other end of the printout.
  • If you see one or more of these defects on the print quality report, continue to the next steps.

Step three: Make sure the cartridges are properly vented

  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. The carriage moves to the center of the product.
    Abbildung : Open the cartridge door
    Illustration of opening the cartridge door
  3. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.
    • If the print quality report indicates a defect with a specific cartridge, locate that cartridge, and then remove it from the carriage. Continue with the next step.
    • If the print quality report does not indicate a defect with a specific cartridge, remove all the cartridges, one at a time. Continue with the next step.
    Abbildung : Remove the cartridge
    Illustration of removing a cartridge
  4. Examine the vent area on each cartridge, above the HP logo on the top of the cartridge.
    Abbildung : Vent area
    Illustration of the cartridge vent area
    • If the cartridge still has the orange tab attached, remove it.
      Abbildung : Orange tab
      Illustration of the orange pull-tab
    • If the vent is clogged, clean it carefully with a pin.
      Abbildung : Properly vented
      Abbildung : Clogged vent
  5. Repeat these steps to inspect the vents on each of the cartridges.
  6. After inspecting the cartridges to make sure that they are vented correctly, reinstall each cartridge.
    With the cartridge contacts facing the printhead, slide the cartridge into the empty slot, and then press down on the cartridge until it snaps firmly into place.
    Abbildung : Reinstall the cartridge
    Illustration of reinstalling the cartridge

Step four: Clean the printhead

Follow these steps to run a utility to clean the printhead.
  1. Open HP Solution Center:
    HP Solution Center opens in a new window.
  2. Click Settings ().
  3. In the Print Settings area, click Printer Toolbox. The printer Toolbox opens.
  4. On the Device Services tab, click Clean the Printheads ().
  5. Click Clean to begin the process.
    Hinweis:
    Mechanical noises during the cleaning process are normal. A test page prints when the cleaning process finishes.

Step five: Align the printheads

Follow these steps to open the printer toolbox and align the product, if you found defects on the print quality report.
  1. Load letter or A4, unused, plain white paper into the input tray.
  2. Open HP Solution Center:
    • Windows XP: Click Start, click All Programs, click HP, and then click HP Solution Center.
    • Windows Vista: Click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.
    HP Solution Center opens in a new window.
  3. Click Settings ().
  4. Under Print Settings, click Printer Toolbox. The printer Toolbox opens in a new window.
  5. Click the Device Services tab.
  6. Click Align the Printer, and then click OK. The product prints an alignment page.
    Abbildung : Example alignment page
    Image of an alignment page
  7. Load the page print-side down on the right front corner of the scanner glass, and then press OK to scan the page.
    When the Power button stops flashing, the alignment is complete.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: Replace the problem cartridges

If none of the preceding steps resolved the issue, replace the cartridge that corresponds to the defect on the print quality report. For example, if one of the magenta color bars is defective, replace the magenta cartridge. Use the following steps to replace the problem cartridge.

Step one: Replace the cartridges

  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. The carriage moves to the center of the product. Wait until the carriage stops moving before proceeding.
    Abbildung : Open the cartridge door
    Illustration of opening the cartridge door
  3. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.
    Abbildung : Remove the cartridge from its slot
    Illustration of removing the cartridge
      Vorsicht:
    Do not lift the gray latch handle on the carriage. Doing so can result in incorrectly seated cartridges and printing problems. The latch must remain down to correctly install the cartridges.
  4. On the replacement cartridge, pull the orange pull tab straight back to remove the plastic wrap.
    Abbildung : Remove the plastic wrap
    illustration of removing the cartridge wrapper
  5. Twist the orange cap counterclockwise to snap it off the cartridge.
    Abbildung : Remove the orange cap
    Illustration of removing the orange cap from a cartridge
  6. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot, and then press down on the cartridge until it snaps firmly into place.
    Abbildung : Install the cartridge
    Illustration of installing the cartridge
  7. Repeat these steps for each cartridge that you want to replace.
  8. Close the cartridge door. The carriage moves to the right side of the product.
    Abbildung : Close the cartridge door
    Illustration of closing the cartridge door

Step two: Align the All-in-One

If the printer alignment does not start automatically, use the following steps to align the printer.
  1. Load letter or A4, unused, plain white paper into the input tray.
  2. Open HP Solution Center:
    • Windows XP: Click Start, click All Programs, click HP, and then click HP Solution Center.
    • Windows Vista: Click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.
    HP Solution Center opens in a new window.
  3. Click Settings ().
  4. Under Print Settings, click Printer Toolbox. The printer Toolbox opens in a new window.
  5. Click the Device Services tab.
  6. Click Align the Printer, and then click OK. The product prints an alignment page.
    Abbildung : Example alignment page
    Image of an alignment page
  7. Load the page print-side down on the right front corner of the scanner glass, and then press OK to scan the page.
    When the Power button stops flashing, the alignment is complete.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution seven: Replace the printhead

If you have completed all of the troubleshooting steps and the issue persists, 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.

Solution eight: Service the All-in-One

Hinweis:
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.
Service or replace your HP product 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.


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