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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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Changed ink cartages and it won't print out copies? hp

Customer Question

changed ink cartages and it won't print out copies?
JA: What kind of computer do you have?
Customer: hp c6380.
JA: Have you installed any updates recently?
Customer: no.
JA: Anything else you want the computer expert to know before I connect you?
Customer: No I mainly use it for coping only. Nancy
Submitted: 18 days ago.
Category: Computer
Expert:  Yvette replied 18 days ago.

Hello, I’m Yvette (E-Vet) with Just Answer! We're an Independent company providing tech support. I'm reviewing your question and will reply shortly.

Expert:  Yvette replied 18 days ago.

Which ink cartridge did you replace?

Customer: replied 18 days ago.
All 5.
Customer: replied 18 days ago.
no thank you
Customer: replied 18 days ago.
are you there?
Expert:  Yvette replied 18 days ago.

A few questions:

  1. Is your printer the HP Officejet Pro 6830?
  2. Did you replace all 5 cartridges at once?
  3. Did the cartridges come with a protective strip? If so, have you removed it before printing?
  4. Do you still have the old cartridges?
Customer: replied 18 days ago.
its an older HP c6380 photosmart, scanner, printer.
Expert:  Yvette replied 18 days ago.

Ok Thanks.

  1. Did you replace all 5 cartridges at once?
  2. Did the cartridges come with a protective strip? If so, have you removed it before printing?
  3. Do you still have the old cartridges?
Customer: replied 18 days ago.
I don't have the old cartridges..
Customer: replied 18 days ago.
whats next?
Expert:  Yvette replied 18 days ago.

Please print a status report:

1. Load letter or A4 unused plain white paper into the input tray.

2. Press Setup.

3. Press the down arrow button to highlight Tools, and then press OK.

4. Press the down arrow button to highlight Printer Status Report, and then press OK. The product prints a status report.

Customer: replied 18 days ago.
it didn't work>
Expert:  Yvette replied 18 days ago.

At what point did it fail? What were the results?

Customer: replied 18 days ago.
what now?
Expert:  Yvette replied 18 days ago.

Please provide details. what you mean by it didn't work.

Expert:  Yvette replied 18 days ago.

Did the printer go through with trying to print the report? Was a page generated?

Customer: replied 18 days ago.
did what you said a few texted back nothing has changed? I can copy through print photos but not able to copy just by the straight copy buttons?/
Expert:  Yvette replied 18 days ago.

did u print the Printer status report?

Customer: replied 18 days ago.
that's what didn't work.
Expert:  Yvette replied 18 days ago.

Was a page generated for the report but it was blank?

Customer: replied 18 days ago.
wont print or copy black
Expert:  Yvette replied 18 days ago.

OK.

Expert:  Yvette replied 18 days ago.

I need for you to print a different report. It's a Print Quality Report. Please use steps below:

1. Load letter or A4 unused plain white paper into the input tray.

2. Press Setup.

3. Press the down arrow button to highlight Tools, and then press OK.

4. Press the down arrow button to highlight Printer Quality Report, and then press OK.

Customer: replied 18 days ago.
ok it printed off rolls of color's a flower but shows no black
Expert:  Yvette replied 18 days ago.

ok

Expert:  Yvette replied 18 days ago.

Next we're going to clean the print heads

Expert:  Yvette replied 18 days ago.

1. Load letter or A4 unused plain white paper into the input tray.

2. Press Setup.

3. Press the down arrow button to highlight Tools, and then press OK.

4. Press the down arrow button to highlight Clean Print Head, and then press OK.

5. Press any button to return to the Tools menu.

Customer: replied 18 days ago.
ok cleaning now.
Expert:  Yvette replied 18 days ago.

ok. please let me know when its done

Customer: replied 18 days ago.
ok 6 colors printed out.
Expert:  Yvette replied 18 days ago.

Ok great! Lets do another Print quality Report:

1. Load letter or A4 unused plain white paper into the input tray.

2. Press Setup.

3. Press the down arrow button to highlight Tools, and then press OK.

4. Press the down arrow button to highlight Printer Quality Report, and then press OK.

Customer: replied 18 days ago.
ok just more rows of colors
Expert:  Yvette replied 18 days ago.

Is the black printing?

Customer: replied 18 days ago.
no
Expert:  Yvette replied 18 days ago.

How long have you had this printer?

Customer: replied 18 days ago.
at least 6 yrs.
Expert:  Yvette replied 18 days ago.

Please remove and reseat the black cartridge. When you remove it see if there's any obstruction on the cartridge

Customer: replied 18 days ago.
did that hasn't helped.
Expert:  Yvette replied 18 days ago.

when did u buy the cartridges and do you still have the receipt?

Customer: replied 18 days ago.
its been over thirty days.
Expert:  Yvette replied 18 days ago.

please run the print head cleaner again

1. Load letter or A4 unused plain white paper into the input tray.

2. Press Setup.

3. Press the down arrow button to highlight Tools, and then press OK.

4. Press the down arrow button to highlight Clean Print Head, and then press OK.

5. Press any button to return to the Tools menu.

Expert:  Yvette replied 18 days ago.

Please let me know when it's done

Customer: replied 18 days ago.
it is done. colors no black.
Expert:  Yvette replied 18 days ago.

Could be a damaged or severely clogged print head, or damaged print cartridge. Do you have a color document that also contains black that you can try copying?

Customer: replied 18 days ago.
will try.
Expert:  Yvette replied 18 days ago.

If so, try copying using the Start color copy button and then the Start black copy button and let me know the results.

Customer: replied 18 days ago.
not copying at all?
Expert:  Yvette replied 18 days ago.

blank page or button doesn't function at all?

Customer: replied 18 days ago.
whats next.