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HP Officejet 6500A e-All-in-One Printer Series - Received Faxes Are Blank or Have Vertical Lines

Issue
Faxes received by the product are blank or the printed fax has vertical, black lines through the image or text.
Solution
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 a print quality report
  1. Load U.S. letter or A4 size, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon (). The Setup Menu displays.
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Print Quality Report. The print quality report prints.
    Figure : Example of a print quality report
    Image of a print quality report
Step two: Troubleshoot the sending fax
If the print quality page is clean and free of defects, the issue might originate with the sending fax machine. Ask the sender of the fax to check the sending fax machine, and then resend the fax.
  • Blank pages can occur if the sender loaded the page incorrectly into the sending fax.
  • Vertical lines in received faxes can occur if the automatic document feeder (ADF) on the sending fax needs to be cleaned.
Step three: Troubleshoot the print quality
Based on the print quality report, follow these steps to resolve any defects you found on the report.
Clean the printhead
Use one of the following methods to clean the printhead.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
Align the printhead
Use one of the following methods to align the printhead.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the next solution.
Step four: Replace the problem cartridge
If you saw defects on the print quality diagnostic report and cleaning, alignment, or linefeed calibration did not help, replace the problem cartridge. Use the following steps to replace the problem cartridge.
  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door. The carriage moves to the center of the product.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
      caution:
    Wait until the carriage stops moving before you proceed.
  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.
    Figure : Remove the cartridge
    Illustration of removing the cartridge
  4. On the new cartridge, pull the orange pull-tab straight back to remove the plastic wrap.
    Figure : Remove the pull-tab
    Illustration of the orange pull tab
  5. Twist the orange cap counter-clockwise to snap it off.
    Figure : Remove the orange cap
    Illustration of removing the orange cap
  6. With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and on the printhead indicate the correct slot.
    Figure : Reinstall the cartridge
    Illustration of reinstalling the cartridge
  7. Press down on the cartridge until it clicks into place. If the cartridge does not snap into place, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.
      caution:
    Be careful not to bend the tab out more than 1.27 cm (0.5 inches). Moving the tab too far might damage the cartridge or cause the tab to break off.
    Figure : Gently bend the tab away from the cartridge
    Illustration of bending the tab away from the cartridge
  8. Repeat these steps for each cartridge that you want to replace.
  9. Close the cartridge access door.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see 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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