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HP ENVY 7100 Printers - Black Ink Not Printing and Other Print Quality Issues

This document is for HP ENVY Photo 7120, 7130, 7134, 7155, 7158, and 7164 All-in-One printers.
The quality of a printed document or photo is not as expected. The procedures in this document should help with streaked or faded printouts, color or black ink not printing, documents with blurred or fuzzy text, ink streaks or smears, and other print quality problems.
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 hp.com/go/anticounterfeit.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
  note:
Rough handling at the store or during installation can cause print quality problems with newly installed ink cartridges. If you see print problems with newly installed ink cartridges, wait for a few hours for the automatic servicing routine to complete, and then try to print again.
If installing genuine HP ink cartridges resolved the issue, you do not need to continue troubleshooting.
Step 2: Check for ink smears on the back of printouts
If there are smears of ink on the back of your printouts, use the automated tool to resolve the issue.
  1. Load plain white paper in the input tray.
  2. On the printer control panel, swipe down to open the Dashboard, and then touch the Setupicon.
  3. 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.
  4. Wait until the page is out of the printer before you remove it.
After cleaning ink smears, try to print. If the print quality is unacceptable, continue to the next step.
Step 3: Make sure you are using the appropriate paper for your print job
Using incorrect paper for the print job might cause warping, lines, or streaks. Refer to the following guidelines to make sure the paper you are using is appropriate. If it is not, reload the printer with an appropriate paper type.
  • Load the paper print side down in the input tray. Many papers have printing and nonprinting sides, like photo paper and other special media. 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. Load only clean, wrinkle-free paper into the product.
    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 photographs, use HP Advanced Photo Paper for the best results.
    • Some media may 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.
Try to print again. If the print quality is unacceptable, continue to the next step.
Step 4: Check the print settings
Check the print settings and make sure they are appropriate for your print job. Read the section that matches your operating system.
After making any needed changes to the print settings, try to print again. If the print quality is unacceptable, continue to the next step.
Step 5: Check the estimated ink levels
Low ink levels can impact print quality. Replace any ink cartridges that are low or empty.
  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.
On the printer control panel, swipe down to open the Dashboard, and then touch the Ink icon.
The control panel displays estimated ink levels. The amount of color shown within a column represents how much ink remains in the ink cartridge of that color.
Figure : Estimated ink levels
Estimated ink levels
  • If none of the ink cartridges are low on ink, you do not need to replace them yet. Skip to the step to print a Print Quality Diagnostic page.
  • If any of the ink cartridges are low on ink, continue to the next step.
Step 6: Replace any low or empty ink cartridges
Replace any critically low or empty ink cartridges, and then try to print again.
  caution:
To avoid print quality issues and dried out ink cartridges, do not leave any ink cartridges outside the printer for longer than 30 minutes.
  1. Turn on the printer.
  2. Load plain white paper in the input tray.
  3. Open the ink cartridge access door.
    Figure : Opening the ink cartridge access door
    Image: Opening the ink cartridge access door
  4. Wait until the carriage is idle and silent before you continue.
  5. Lightly press down on the ink cartridge to release it, and then pull the ink cartridge out of its slot.
    Figure : Removing the ink cartridge
    Remove the ink cartridge
  6. Remove the new ink cartridge from its package. Be careful to only touch the black plastic on the ink cartridge.
    Figure : Holding the ink cartridge by its sides
    Holding the ink cartridge by its sides.
  7. Remove the plastic tape.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Removing the plastic tape
    Remove the plastic tape
  8. Hold the ink cartridge by its sides with the contacts toward the printer, insert the ink cartridge into its slot, and then gently push the ink cartridge until it snaps into place.
      note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Figure : Snapping the ink cartridge into place
    Snapping the ink  cartridge into place
  9. Repeat these steps to install the other ink cartridge, if necessary.
  10. Close the ink cartridge access door.
    The printer starts an initialization process. It is normal for the printer to make noises during this process. After the process completes, the printer prints an alignment page.
After replacing any low or empty ink cartridges, try to print again. If the issue persists, continue to the next step.
Step 8: Examine the color blocks for defects
Examine the color blocks on the Print Quality Diagnostic page to make sure the color blocks do not show white lines, and are not faded or missing.
Figure : Color blocks without defects
Example of the color blocks without defects
  • If the color blocks do not show white lines, and are not faded or missing, skip to the step to check the alignment lines.
  • If any of the color blocks show white lines, are faded, or are missing completely, continue to the next step.
Step 9: Clean the ink cartridges
Use the automated tool to clean the ink cartridges.
  note:
To avoid issues that require cleaning, always turn the printer off with the Power button.
  1. On the control panel, swipe down to open the Dashboard, and then touch the Setupicon.
  2. Swipe up on the display, and then touch Printer Maintenance.
  3. Touch Clean Cartridges, and then touch Continue.
    A Print Quality Diagnostic page prints.
  4. Examine the Print Quality Diagnostic page.
    • If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. Repeat these steps for the third cleaning stage, if necessary.
        note:
      If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform both levels of cleaning again.
    • If the print quality is acceptable, touch Done. You can stop troubleshooting.
If the print quality is unacceptable, continue to the next step.
Step 10: Examine the alignment lines and green color block for defects
Examine the alignment lines and green color block on the Print Quality Diagnostic page you printed in the previous step. Make sure the lines are straight and connected and there are no dark lines or white gaps in the green color block.
Figure : Alignment lines without any defects
Alignment  lines without any defects
Figure : Green color block without any defects
 Green color block without any defects
  • If you see no defects on the Print Quality Diagnostic page, the print mechanism and ink cartridges are working correctly. If print quality is still not satisfactory, try these general print-quality guidelines. You do not need to continue the troubleshooting steps in this document.
    • Make sure the image you are printing has a high enough resolution. Images that have been enlarged might appear fuzzy or blurry.
    • If the problem is near the edge of a printout, use the print settings to rotate the image 180 degrees. The problem might not appear on the other end of the printout.
    • Do not leave unprotected ink cartridges out of the printer for an extended period of time.
    • Always use the Power button to turn the printer off. This protects the ink cartridges from exposure to air.
  • If any of the alignment lines are not straight and connected, or the green color block has dark lines or white gaps, continue to the next step.
Step 11: Align the printer
Use an automated tool to align the ink cartridges.
  1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setupicon.
  2. Swipe up on the display, and then touch Printer Maintenance.
  3. Touch Align Cartridges, and then touch Continue.
    The printer prints an alignment page.
After aligning the ink cartridges, try to print. If the print quality is unacceptable, continue to the next step.
Step 12: Manually clean the area around the ink nozzles
Do not perform these steps unless the Print Quality Diagnostic page or printout specifically shows smeared text or track marks. If you do not see track marks or smears, skip to the step to replace the problem ink cartridge.
If you see track marks or smears on the printouts, clean the area around the ink nozzles.
Figure : Example of smeared text
 Example of smeared text
Figure : Example of text with track marks
 Example of text with track marks
  1. Gather the following materials:
    • A clean, lint-free cloth or a clean, dry cotton swab
    • Distilled or bottled water
        caution:
      Do not use tap water because it might contain contaminants that can damage the printhead.
  2. Open the ink cartridge access door.
    Figure : Opening the ink cartridge access door
    Image: Open the ink cartridge access door
  3. Wait until the printer is idle and silent before you continue.
  4. Lightly press down on the ink cartridge to release it, and then pull the ink cartridge out of its slot.
    Figure : Removing the ink cartridge
    Pressing down to remove the ink cartridge
      caution:
    Do not remove both ink cartridges at the same time. Remove and then clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.
  5. Hold the ink cartridge by its sides.
    Figure : Holding the ink cartridge by its sides
    Holding the ink cartridge by its sides.
  6. Lightly dampen a clean, lint-free cloth or swab with bottled or distilled water.
  7. Clean the face and edges around the ink nozzle with the cloth or swab.
      caution:
    Do not clean the ink nozzle plate.
      Figure : Cleaning the area around the ink nozzle
      Cleaning the area around the ink nozzle
    1. Nozzle plate - Do not clean
    2. Area surrounding ink nozzle - Do clean
    3. Ink cartridge contacts - Do not clean
  8. Wait 10 minutes for the cleaned area to dry before you continue.
  9. Hold the ink cartridge by its sides with the contacts toward the printer, insert the ink cartridge into its slot, and then gently push the ink cartridge until it snaps into place.
    Figure : Snapping the ink cartridge into place
    Snapping the ink  cartridge into place
  10. Repeat these steps to clean around the nozzles on the other ink cartridge.
  11. Close the ink cartridge access door.
Try to print. If the print quality is unacceptable, continue to the next step.
Step 13: Replace the problem ink cartridge
Replace the problem ink cartridge if you saw defects on the Print Quality Diagnostic page and the preceding steps did not resolve the issue, even if the ink cartridge is not low on ink. The problem ink cartridge is the one that printed the defects on the Print Quality Diagnostic page as described earlier in this document.
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, and then review the limited warranty information for your supplies.
  1. Turn on the printer.
  2. Load plain white paper in the input tray.
  3. Open the ink cartridge access door.
    Figure : Opening the ink cartridge access door
    Image: Opening the ink cartridge access door
  4. Wait until the carriage is idle and silent before you continue.
  5. Lightly press down on the ink cartridge to release it, and then pull the ink cartridge out of its slot.
    Figure : Removing the ink cartridge
    Remove the ink cartridge
  6. Remove the new ink cartridge from its package. Be careful to only touch the black plastic on the ink cartridge.
    Figure : Holding the ink cartridge by its sides
    Holding the ink cartridge by its sides.
  7. Remove the plastic tape.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Removing the plastic tape
    Remove the plastic tape
  8. Hold the ink cartridge by its sides with the contacts toward the printer, insert the ink cartridge into its slot, and then gently push the ink cartridge until it snaps into place.
      note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Figure : Snapping the ink cartridge into place
    Snapping the ink  cartridge into place
  9. Repeat these steps to install the other ink cartridge, if necessary.
  10. Close the ink cartridge access door.
    The printer starts an initialization process. It is normal for the printer to make noises during this process. After the process completes, the printer prints an alignment page.
Try to print. If the print quality is unacceptable, continue to the next step.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.
  note:
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.

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