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HP ENVY Photo 7100, 7800 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.

Clean the ink cartridges

The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.

CAUTION:

Never turn off the printer when ink cartridges are not installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.

On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
Swipe up on the display, and then touch Printer Maintenance
Touch Clean Cartridges, and then touch Continue.

After cleaning completes, a Print Quality Diagnostic Report prints.
Examine the Print Quality Diagnostic Report.
- If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.
  
  Note:
  If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.
- If the print quality is acceptable, touch Done.

Check for ink smears on the back of printouts

If there are smears of ink on the back of your printouts, use an automated tool to resolve the issue.

On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
Swipe up on the display, touch Printer Maintenance, and then touch Clean Smear.

The printer feeds one page slowly. The printer might make some noise for approximately one minute.
Wait until the page is out of the printer before you remove it.

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.

Change the print job settings (HP Smart app)

Change the print settings in the HP Smart app to help improve print quality.

Open the HP Smart app, and then click Print Documents or Print Photos.
Select the file you want to print, and then click Print or Print Preview.
From the Preview screen, change the settings to help improve print quality. For Windows, click More settings to open up the additional settings.
- From the Paper or Paper Size menu, select the size that matches the paper you loaded into the printer.
- From the Paper Type menu (Windows only), select the option that matches the type of paper you are using, such as Plain, Glossy, or Cardstock.
- From the Color, Print Quality, or Grayscale menu, select an option to print in color, black only, or grayscale. Printing in color can improve print quality.
- From the Quality or Print Quality menu, select the highest option available, such as Best, Professional, or Maximum dpi. For Android devices, click More Options to change the Quality setting.
When you are done, click Print or the Print icon .

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 for issues with the ink cartridges

Very low ink levels, using non-HP cartridges, and rough handling 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.
On the printer control panel, touch the tap at the top to open the printer Dashboard.
Touch the Ink icon , and the replace any low or empty cartridges.

Note:
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.
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.

Align the ink cartridges

Use an automated tool to align the ink cartridges.

On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
Swipe up on the display, and then touch Printer Maintenance.
Touch Align Cartridges, and then touch Continue.

An alignment page prints.

Check for tape and clean the cartridge if necessary

Check for protective tape and reinstall the cartridge, then clean the contacts on the cartridges and in the carriage if the error still appears.

Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
Remove the cartridge indicated in the error message from the carriage.
- Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.
- Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.
Holding the cartridge so that you touch plastic parts only, remove any protective tape that might be on the contacts.

CAUTION:
Do not touch the ink nozzles or the copper-colored electrical strip with your fingers. These parts are fragile.
Reinstall the cartridges and see if the error goes away.
If the error still appears, remove the cartridges again for cleaning.
Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.
Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.
Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.
Repeat these steps for the other cartridge if it was indicated in the error message.
Close the door or lid to the cartridge access area.

If the error persists, clean the cartridge and carriage contacts a second time.

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

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