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Andy
Andy, Computer Consultant
Category: Computer
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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: 4 months ago.
Category: Computer
Expert:  Yvette replied 4 months 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 4 months ago.

Which ink cartridge did you replace?

Customer: replied 4 months ago.
All 5.
Customer: replied 4 months ago.
no thank you
Customer: replied 4 months ago.
are you there?
Expert:  Yvette replied 4 months 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 4 months ago.
its an older HP c6380 photosmart, scanner, printer.
Expert:  Yvette replied 4 months 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 4 months ago.
I don't have the old cartridges..
Customer: replied 4 months ago.
whats next?
Expert:  Yvette replied 4 months 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 4 months ago.
it didn't work>
Expert:  Yvette replied 4 months ago.

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

Customer: replied 4 months ago.
what now?
Expert:  Yvette replied 4 months ago.

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

Expert:  Yvette replied 4 months ago.

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

Customer: replied 4 months 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 4 months ago.

did u print the Printer status report?

Customer: replied 4 months ago.
that's what didn't work.
Expert:  Yvette replied 4 months ago.

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

Customer: replied 4 months ago.
wont print or copy black
Expert:  Yvette replied 4 months ago.

OK.

Expert:  Yvette replied 4 months 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 4 months ago.
ok it printed off rolls of color's a flower but shows no black
Expert:  Yvette replied 4 months ago.

ok

Expert:  Yvette replied 4 months ago.

Next we're going to clean the print heads

Expert:  Yvette replied 4 months 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 4 months ago.
ok cleaning now.
Expert:  Yvette replied 4 months ago.

ok. please let me know when its done

Customer: replied 4 months ago.
ok 6 colors printed out.
Expert:  Yvette replied 4 months 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 4 months ago.
ok just more rows of colors
Expert:  Yvette replied 4 months ago.

Is the black printing?

Customer: replied 4 months ago.
no
Expert:  Yvette replied 4 months ago.

How long have you had this printer?

Customer: replied 4 months ago.
at least 6 yrs.
Expert:  Yvette replied 4 months ago.

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

Customer: replied 4 months ago.
did that hasn't helped.
Expert:  Yvette replied 4 months ago.

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

Customer: replied 4 months ago.
its been over thirty days.
Expert:  Yvette replied 4 months 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 4 months ago.

Please let me know when it's done

Customer: replied 4 months ago.
it is done. colors no black.
Expert:  Yvette replied 4 months 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 4 months ago.
will try.
Expert:  Yvette replied 4 months 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 4 months ago.
not copying at all?
Expert:  Yvette replied 4 months ago.

blank page or button doesn't function at all?

Customer: replied 4 months ago.
whats next.