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HP ENVY, DeskJet Printers - Color or Black Ink Not Printing

This document is for the following printers:
Printer Model
HP ENVY 5530 e-All-in-One Printer
HP ENVY 5536 e-All-in-One Printer
HP ENVY 5531 e-All-in-One Printer
HP ENVY 5539 e-All-in-One Printer
HP ENVY 5532 e-All-in-One Printer
HP Deskjet Ink Advantage 4515 e-All-in-One Printer
HP ENVY 5534 e-All-in-One Printer
HP Deskjet Ink Advantage 4518 e-All-in-One Printer
HP ENVY 5535 e-All-in-One Printer
The printer is working, but the printed output is missing black or color ink, or the printed page is blank or has very little ink.

Solution one: Remove the black cartridge

If you just set up your printer and you notice that black ink is missing or faded on your printouts, follow these steps to remove the black cartridge and print only with the tri-color cartridge. This allows the printer to operate in single-cartridge mode, which creates composite black from the tri-color cartridge.
  1. Turn on the printer.
  2. Locate the slots on the left and right sides of the printer.
    Figure : Locate the slots on the sides of the printer
    Image: Locate the slots on the sides of the printer
  3. Slide your fingers into the two slots, and then gently lift up to open the cartridge access door. The carriage moves to the cartridge access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. Wait until the carriage is idle and silent before you continue.
  5. To release the cartridge, lift the lid on the cartridge slot, and then gently push the lid back until it stops.
  6. Pull up on the black cartridge to remove it from the slot.
      Figure : Remove the cartridge
      Image: Remove the cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the cartridge
  7. Set the black cartridge aside, with the nozzles facing up.
    Figure : Cartridge with nozzles facing up
    Image: Cartridge with nozzles facing up
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  9. Try the print job again.
    • If the printer operates correctly in single-cartridge mode, let the black cartridge rest with the nozzles facing up for several hours or overnight, reinstall it, and then try to print again. If you are satisfied with the print quality, you can stop troubleshooting.
    • If the printer does not operate correctly in single-cartridge mode or you are not satisfied with the print quality after you reinstall the black cartridge, continue to the next solution.

Solution two: 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 three: Check estimated ink levels, and then replace any low or empty cartridges

Low ink can contribute to poor print quality. Follow these steps to check the ink levels, and then replace any low or empty cartridges.

Step 1: Check estimated ink levels

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.
  1. From the home screen on the printer control panel, touch the Ink icon (). The control panel displays the estimated ink levels.
    Figure : Example of estimated ink levels
    Image:  Example of estimated ink levels.
  2. Identify any cartridges that are low or empty, and then continue to the next step.
  • If none of the ink cartridges are low on ink, you do not need to replace them yet. Continue to the next solution.
  • If any of the ink cartridges are low on ink, continue to the next step to replace them.

Step 2: Replace any low or empty cartridges

Follow these steps to replace any low or empty cartridges.
  1. Press the Power button to turn the printer on, if it is not already on.
  2. Open the scanner lid.
  3. Open the cartridge access door. The carriage moves to the cartridge access area. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. To release the cartridge, lift the lid on the cartridge slot, and then gently push the lid back until it stops.
  5. Pull up on the cartridge to remove it from the slot.
      Figure : Remove the cartridge
      Image: Remove the cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the cartridge
  6. Remove the new cartridge from its packaging, and then pull the pull tab to remove the plastic tape.
    Figure : Remove the plastic tape
    Image: Remove the plastic tape.
  7. Hold the cartridge at a slight upward angle with the cartridge contacts facing the rear of the printer, and then slide the cartridge into the empty slot.
  8. Close the lid on the cartridge slot to secure the cartridge into place.
    note:
    Insert the color cartridge in the slot on the left. Insert the black cartridge in the slot on the right.
      Figure : Insert the cartridge
      Image: Insert the cartridge.
    1. Insert the cartridge
    2. Close the lid
    3. The color cartridge is on the left, and the black cartridge is on the right
  9. Repeat the previous steps to install the other cartridge, if necessary.
  10. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  11. Close the scanner lid.
  12. Follow the instructions on the control panel to start the cartridge alignment. The printer aligns the cartridges and prints an alignment page.

Solution four: Use an automated tool to clean the printhead

Follow these steps to clean the printhead.
note:
To avoid issues that require cleaning, always turn the printer off with the Power button.
  1. On the printer control panel, touch the Settings icon ().
  2. Touch Tools, and then touch Clean Printhead. The printer cleans the printhead, and then prints a test page.
  3. Check the print quality of the test page.
    • If the print quality is good, touch Done.
    • If the print quality is not good, touch Clean Again. The printer cleans the cartridges again, and then prints another test page.
note:
You might need to clean the printhead several times for optimal print quality.

Solution five: Identify, and then replace the problem cartridge

If cleaning the printhead did not resolve the issue, then follow these steps to identify and replace the problem cartridge.

Step 1: Identify the problem cartridge

  1. Review the test page you printed in the previous solution.
  2. Check the text and color blocks on the test page.
  • If you identify any defects with the black text on the page, the black ink cartridge is the problem.
  • If you identify any defects with the colored blocks on the page, the tri-color ink cartridge is the problem.

Step 2: Replace the problem cartridge

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 Printer and Page Yield Overview, and then review the limited warranty information for your supplies.
  1. Press the Power button to turn the printer on, if it is not already on.
  2. Open the scanner lid.
  3. Open the cartridge access door. The carriage moves to the cartridge access area. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. To release the cartridge, lift the lid on the cartridge slot, and then gently push the lid back until it stops.
  5. Pull up on the cartridge to remove it from the slot.
      Figure : Remove the cartridge
      Image: Remove the cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the cartridge
  6. Remove the new cartridge from its packaging, and then pull the pull tab to remove the plastic tape.
    Figure : Remove the plastic tape
    Image: Remove the plastic tape.
  7. Hold the cartridge at a slight upward angle with the cartridge contacts facing the rear of the printer, and then slide the cartridge into the empty slot.
  8. Close the lid on the cartridge slot to secure the cartridge into place.
    note:
    Insert the color cartridge in the slot on the left. Insert the black cartridge in the slot on the right.
      Figure : Insert the cartridge
      Image: Insert the cartridge.
    1. Insert the cartridge
    2. Close the lid
    3. The color cartridge is on the left, and the black cartridge is on the right
  9. Repeat the previous steps to install the other cartridge, if necessary.
  10. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  11. Close the scanner lid.
  12. Follow the instructions on the control panel to start the cartridge alignment. The printer aligns the cartridges and prints an alignment page.

Solution six: Service the printer

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.
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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