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HP Color LaserJet Enterprise - Resolving color print quality problems

Introduction

Use the information below to troubleshoot print-quality, color-quality, and image-quality problems on HP Color LaserJet Enterprise printers. For mono (black and white) HP LaserJet Enterprise printers, go to Resolving mono print quality problems.

The troubleshooting steps can help resolve the following defects:

Blank pages
Black pages
Colors that do not align
Curled paper
Dark or light bands
Dark or light streaks
Fuzzy print
Gray background or dark print
Light print
Loose toner
Missing toner
Scattered dots of toner
Skewed images
Smears
Streaks

Troubleshoot print quality

To resolve print-quality issues, try these steps in the order presented.

To troubleshoot specific image defects, refer to the Troubleshoot Image Defects section further down.

Update the printer firmware

Try upgrading the printer firmware. For instructions, go to Update the firmware.

Print from a different software program

Try printing from a different software program. If the page prints correctly, the problem is with the software program from which you were printing.

Check the paper-type setting for the print job

Check the paper type setting when printing from a software program and the printed pages have smears, fuzzy or dark print, curled paper, scattered dots of toner, loose toner, or small areas of missing toner.

Check the paper type setting on the printer control panel

Open and close the paper tray.
Follow the control panel prompts to confirm or modify the paper type and size settings for the tray.
Make sure the paper loaded meets specifications.
Follow these steps to adjust the humidity and resistance settings on the control panel to match the environment:
1. Open the following menus:
  1. Settings
  2. Print quality
  3. Adjust paper type
2. Select the paper type that matches the type loaded in the tray.
3. Use the arrows to increase or decrease the humidity and resistance settings.
  
  If the printer is in an environment with high humidity, change the Humidity Mode setting to High.
  
  The Resistance Mode setting is linked to paper types, and changing this setting can alter how the toner is transferred onto the paper. Try adjusting the setting up or down to see if it makes a difference in print quality.
  
  note:
  It might take a couple of tries to find the appropriate settings.
Make sure the driver settings match the control panel settings.

note:
The print driver settings will override any control panel settings.

Check the paper type setting (Windows)

note:
The print driver settings will override any control panel settings.

From the software program, select the Print option.
Select the printer, and then click the Properties or Preferences button.
Click the Paper/Quality tab.
From the Paper Type drop-down list, click the More... option.
Expand the list of Type is: options.
Expand the category of paper types that best describes your paper.
Select the option for the type of paper you are using, and click the OK button.
Click the OK button to close the Document Properties dialog box.
In the Print dialog box, click the OK button to print the job.

Check the paper type setting (macOS)

Click the File menu, and then click the Print option.
In the Printer menu, select the printer.
By default, the print driver displays the Copies & Pages menu. Open the menus drop-down list, and then click the Finishing menu.
Select a type from the Media Type drop-down list.
Click the Print button.

Check toner-cartridge status

Follow these steps to check the estimated life remaining in the toner cartridges and if applicable, the status of other replaceable maintenance parts.

Step one: Print the supplies status page

From the Home screen on the printer control panel, select the Reports menu.
Select the Configuration/Status Pages menu.
Select Supplies Status Page, and then select Print to print the page.

Step two: Check supplies status

Look at the supplies status report to check the percent of life remaining for the toner cartridges and, if applicable, the status of other replaceable maintenance parts.

Print quality problems can occur when using a toner cartridge that is at its estimated end of life. The supplies status page indicates when a supply level is very low. After an HP supply has reached the very low threshold, HP’s premium protection warranty on that supply has ended.

The toner cartridge does not need to be replaced now unless the print quality is no longer acceptable. Consider having a replacement available to install when print quality is no longer acceptable.

If you determine that you need to replace a toner cartridge or other replaceable maintenance parts, the supplies status page lists the genuine HP part numbers.
Check to see if you are using a genuine HP cartridge.

A genuine HP toner cartridge has the word "HP" on it, or has the HP logo on it. For more information on identifying HP cartridges go to www.hp.com/go/learnaboutsupplies.

Print a cleaning page

During the printing process, paper, toner, and dust particles can accumulate inside the printer and can cause print-quality issues such as toner specks or spatter, smears, streaks, lines, or repeating marks.

Follow these steps to clean the printer's paper path:

From the Home screen on the printer control panel, select the Support Tools menu.
Select the following menus:
1. Maintenance
2. Calibration/Cleaning
3. Cleaning Page
Select Print to print the page.

A Cleaning... message displays on the printer control panel. The cleaning process takes a few minutes to complete. Do not turn the printer off until the cleaning process has finished. When it is finished, discard the printed page.

Visually inspect the toner cartridge or cartridges

Follow these steps to inspect each toner cartridge:

Remove the toner cartridges from the printer, and verify that the sealing tape has been removed.
Check the memory chip for damage.
Examine the surface of the green imaging drum.

caution:
Do not touch the imaging drum. Fingerprints on the imaging drum can cause print-quality problems.
If you see any scratches, fingerprints, or other damage on the imaging drum, replace the toner cartridge.
Reinstall the toner cartridge, and print a few pages to see if the problem has resolved.

Check paper and the printing environment

Step one: Use paper that meets HP specifications

Some print-quality problems arise from using paper that does not meet HP specifications.

Always use a paper type and weight that this printer supports.
Use paper that is of good quality and free of cuts, nicks, tears, spots, loose particles, dust, wrinkles, voids, staples, and curled or bent edges.
Use paper that has not been previously printed on.
Use paper that does not contain metallic material, such as glitter.
Use paper that is designed for use in laser printers. Do not use paper that is designed only for use in Inkjet printers.
Use paper that is not too rough. Using smoother paper generally results in better print quality.

Step two: Check the environment

The environment can directly affect print quality and is a common cause for print-quality or paper-feeding issues. Try the following solutions:

Move the printer away from drafty locations, such as open windows or doors, or air-conditioning vents.
Make sure the printer is not exposed to temperatures or humidity outside of printer specifications.
Do not place the printer in a confined space, such as a cabinet.
Place the printer on a sturdy, level surface.
Remove anything that is blocking the vents on the printer. The printer requires good air flow on all sides, including the top.
Protect the printer from airborne debris, dust, steam, grease, or other elements that can leave residue inside the printer.

Step three: Set the individual tray alignment

Follow these steps when text or images are not centered or aligned correctly on the printed page when printing from specific trays:

From the Home screen on the printer control panel, select the Settings menu.
Select the following menus:
1. Copy/Print or Print
2. Print Quality
3. Image Registration
Select Tray, and then select the tray to adjust.
Select Print Test Page, and then follow the instructions on the printed pages.
Select Print Test Page again to verify the results, and then make further adjustments if necessary.
Select Done to save the new settings.

Try a different print driver

Try a different print driver when printing from a software program and the printed pages have unexpected lines in graphics, missing text, missing graphics, incorrect formatting, or substituted fonts.

Download any of the drivers (listed in the table below) from HP's Customer Support website using the following steps:

Go to support.hp.com, type the printer model in the text field, and then click Submit.
On the HP product support page, scroll to and click Software, Drivers, and Firmware.

A list of drivers available for the printer will display.
Select a driver from the list, and then click Download.

Follow the on-screen prompts to download the driver and install it.

Descriptions of HP print drivers
Print driver	Description
HP PCL.6 driver	If available, this printer-specific print driver supports older operating systems like Windows^® XP and Windows Vista^®. For a list of supported operating systems, go to www.hp.com/go/support.
HP PCL 6 driver	This printer-specific print driver supports Windows 7 and newer operating systems that support version 3 drivers. For a list of supported operating systems, go to www.hp.com/go/support.
HP PCL-6 driver	This printer-specific print driver supports Windows 8 and newer operating systems that support version 4 drivers. For a list of supported operating systems, go to www.hp.com/go/support.
HP UPD PS driver	Recommended for printing with Adobe^® software programs or with other highly graphics-intensive software programs Provides support for printing from postscript emulation needs, or for postscript flash font support
HP UPD PCL 6	Recommended for printing in all Windows environments Provides the overall best speed, print quality, and printer feature support for most users Developed to align with Windows Graphic Device Interface (GDI) for best speed in Windows environments Might not be fully compatible with third-party and custom software programs that are based on PCL 5

Troubleshoot color quality

Calibrate the printer to align the colors

Calibration is a printer function that optimizes print quality.

Follow these steps to resolve print-quality problems such as misaligned color, colored shadows, blurry graphics, or other print-quality issues.

From the Home screen on the printer control panel, select the Support Tools menu.
Select the following menus:
1. Maintenance
2. Calibration/Cleaning
3. Full Calibration
Select Start to start the calibration process.

A Calibrating message will display on the printer control panel. The calibration process takes a few minutes to complete. Do not turn the printer off until the calibration process has finished.
Wait while the printer calibrates, and then try printing again.

Troubleshoot image defects

Image defects table quick reference
Light print	Gray background or dark print	Blank page — No print
Black page	Banding defects	Streak defects
Fixing/fuser defects	Image placement defects	Color plane registrations defects (color models only)
Output defects

Image defects, no matter the cause, can often be resolved using the same steps. Use the following steps as a starting point for solving image defect issues.

Reprint the document. Print quality defects can be intermittent in nature or can go away completely with continued printing.
Check the condition of the cartridge or cartridges. If a cartridge is in a Very Low state (it has passed the rated life), replace the cartridge.
Make sure that the driver and tray print mode settings match the media that is loaded in the tray. Try using a different ream of media or a different tray. Try using a different print mode.
Make sure that the printer is within the supported operating temperature/humidity range.
Make sure that the paper type, size, and weight are supported by the printer. Supported paper types and sizes vary by printer model. To find the paper that is compatible with the printer, use these steps to navigate to the HP product support page for the printer and view the Product Information section:
1. Go to support.hp.com, type the printer model in the text field, and then click Submit.
2. Scroll to and click Product Information.
3. In the Select a topic drop-down menu, click Compatibility, and then click Supported paper sizes and types.

note:
The term "fusing" refers to the part of the printing process where toner is affixed to paper.

The following examples depict letter-size paper that has passed through the printer short-edge first.

Banding defects

Banding defects
Sample	Description	Possible solutions
	Dark or light lines which repeat down the length of the page, and are wide-pitch and/or impulse bands. They might be sharp or soft in nature. The defect displays only in areas of fill, not in text or sections with no printed content.	Reprint the document. Try printing from another tray. Replace the cartridge. Use a different paper type. Enterprise models only: From the Home screen on the printer control panel, go to the Adjust Paper Types menu, and then choose a print mode that is designed for a slightly heavier media than what you are using. This slows the print speed and might improve the print quality. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Black page

Black page
Sample	Description	Possible solutions
	The entire printed page is black.	Visually inspect the cartridge to check for damage. Make sure that the cartridge is installed correctly. Replace the cartridge If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Blank page — No print

Blank page — No print
Sample	Description	Possible solutions
	The page is completely blank and contains no printed content.	Make sure that the cartridges are genuine HP cartridges. Make sure that the cartridge is installed correctly. Print with a different cartridge. Check the paper type in the paper tray and adjust the printer settings to match. If necessary, select a lighter paper type. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Color plane registrations defects (color models only)

Color plane registrations defects (color models only)
Sample	Description	Possible solutions
	One or more color plane(s) is not aligned with the other color planes. This registration error will typically occur with yellow.	Reprint the document. From the printer control panel, calibrate the printer. If a cartridge has reached a Very Low state, or the printed output is severely faded, replace the cartridge. From the printer control panel use the Restore Calibration feature to reset the printer's calibration settings to the factory defaults. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Fixing/fuser defects

Fixing/fuser defects
Sample	Description	Possible solutions
	Slight shadows or offsets of the image are repeated down the page. The repeated image might fade with each recurrence.	Reprint the document. Check the paper type in the paper tray and adjust the printer settings to match. If necessary, select a lighter paper type. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.
	Toner rubs off along either edge of the page. This defect is more common at the edges of high-coverage jobs, and on light media types, but can occur anywhere on the page.	Reprint the document. Check the paper type in the paper tray and adjust the printer settings to match. If necessary, select a heavier paper type. Enterprise models only: From the printer control panel, go to the Edge-to-Edge menu and then select Normal. Reprint the document. Enterprise models only: From the printer control panel, select Auto Include Margins and then reprint the document. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.
	Toner is missing on sections of the printer page. This defect is excessive heat in the fuser causing toner to stick to the sleeve. This occurs mostly on the edges of the page, or in high coverage areas.	From the printer control panel, change the Fuser Temp Mode setting to Down using the following steps: Open the following menus: Settings Copy/Print Print Quality Adjust Paper Type Select the paper type. Select Fuser Temp Mode. Select Down. note: Changing to a different media type, such as Light Bond, can also correct this issue. Check the paper being used. This type of defect might occur when using high gloss or media with high Sheffield (smoothness) ratings. Resend the print job. Print-quality defects can be intermittent in nature or can go away completely with continued printing. Ensure that the printer supports the paper size and type being used for the print job. Clean the printer paper path and print a cleaning page using the following steps: From the Home screen on the printer control panel, open the following menus: Support Tools Maintenance Calibration/Cleaning Cleaning Page Select Print to print the page. A Cleaning message displays on the printer control panel. Wait until the process is complete. Discard the page that prints. note: If using very smooth or glossy paper, wait up to 10 minutes after printing a cleaning page as the issue can reoccur since the fuser gets VERY hot during a cleaning page. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Gray background or dark print

Gray background or dark print
Sample	Description	Possible solutions
	The image or text is darker than expected and/or the background is gray.	Make sure that the paper in the trays has not already been run through the printer. Use a different paper type. Reprint the document. Mono models only: From the Home screen on the printer control panel, go to the Adjust Toner Density menu, and then adjust the toner density to a lower level. Make sure that the printer is within the supported operating temperature and humidity range. Replace the cartridge. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Image placement defects

Image placement defects
Sample	Description	Possible solutions
	The image is not centered, or is skewed on the page. The defect occurs when the paper is not positioned properly as it is pulled from the tray and moves through the paper path.	Reprint the document. Remove the paper and then reload the tray. Make sure that all the paper edges are even on all sides. Make sure that the top of the paper stack is below the tray-full indicator. Do not overfill the tray. Make sure that the paper guides are adjusted to the correct size for the paper. Do not adjust the paper guides tightly against the paper stack. Adjust them to the indentations or markings in the tray. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Light print

Light print
Sample	Description	Possible solutions
	The printed content is light or faded on the entire page.	Reprint the document. Remove the cartridge, and then shake it to redistribute the toner. Reinsert the toner cartridges into the printer and close the cover. Mono models only: Make sure that the EconoMode setting is disabled, both at the printer control panel and in the print driver. Make sure that the cartridge is installed correctly. Print a Supplies Status Page and check the life and usage of the cartridge. Replace the cartridge. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Output defects

Output defects
Sample	Description	Possible solutions
	Printed pages have curled edges. The curled edge can be along the short or long side of the paper. Two types of curl are possible: Positive curl: The paper curls toward the printed side. The defect occurs in dry environments or when printing high-coverage pages. Negative curl: The paper curls away from the printed side. The defect occurs in high-humidity environments or when printing low-coverage pages.	Reprint the document. Positive curl: From the printer control panel, select a heavier paper type. The heavier paper type creates a higher temperature for printing. Negative curl: From the printer control panel, select a lighter paper type. The lighter paper type creates a lower temperature for printing. Try storing the paper in a dry environment prior to use, or use freshly-opened paper. Print in duplex mode. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.
	The paper does not stack well in the output tray. The stack might be uneven, skewed, or the pages might be pushed out of the tray and onto the floor. Any of the following conditions can cause this defect: Extreme paper curl The paper in the tray is wrinkled or deformed The paper is a non-standard paper type, such as envelopes The output tray is too full	Reprint the document. Extend the output bin extension. If the defect is caused by extreme paper curl, refer to the troubleshooting steps for "Output curl." Use a different paper type. Use freshly-opened paper. Remove the paper from the output tray before the tray gets too full. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Streak defects

Streak defects
Sample	Description	Possible solutions
	Light vertical streaks that usually span the length of the page. The defect displays only in areas of fill, not in text or sections with no printed content.	Reprint the document. Remove the cartridge, and then shake it to redistribute the toner. Reinsert the toner cartridges into the printer and close the cover. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support. note: Both light and dark vertical streaks can occur when the printing environment is outside the specified range for temperature or humidity. Refer to your printer's environmental specifications for allowable temperature and humidity levels.
	Dark vertical lines which occur down the length of the page. The defect might occur anywhere on the page, in areas of fill or in sections with no printed content. On color models, these lines or streaks will also be visible on the ITB cleaning page.	Reprint the document. Remove the cartridge, and then shake it to redistribute the toner. Reinsert the toner cartridges into the printer and close the cover. Print a cleaning page. Check the toner level in the cartridge. If the issue persists, refer to the Additional information section below for instructions on how to contact HP Customer Support.

Additional information

To find additional support and troubleshooting information for the printer, use the following steps to go to the HP product support page for the specific printer model:

Go to support.hp.com, enter the printer model in the text field, and then click Submit.

The product support page displays.
Click a category (such as Troubleshooting, How to, or Product Information) and then use the drop-down menus to further narrow down the search to find support content on various topics.

If the information in this document did not help to resolve the issue, go to HP Customer Support to view the support options that are available, including a link to check the warranty status of the printer, or an option to sign-in if you have already registered for an HP account. To contact customer support, start by clicking Printer in the list of product types, and then enter the printer's serial number for a list of contact options.

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