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Answered by:sliver68420
Technician
Positive Feedback: 85.7 %
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Customer Question

we're hooked up to an HP photosmart premium all in one printer 309a series. But nothing comes out on the paper.

Optional Information:
Product: Other
Software (if necessary): OS X

Already Tried:
reinstalling the printer....everything seems right but nothing is coming out on the page

Submitted: 381 days and 23 hours ago.

Category: Printers

Value: $58

Status: CLOSED

Accepted Answer

Expert: sliver68420 replied 381 days and 23 hours ago.

sliver68420 :

hi my name is XXXXX XXX I will be your expert today :)

Customer :

Hi Jamie, Michelle here

sliver68420 :

when you print does the printer print a blank page or does the printer not seem to even try to print?

Customer :

I've been trying to get this printer working all day

sliver68420 :

hi :)

Customer :

ok mostly blank but we did get one page that seemed to try a bit....it had From: Subject: Date: to: XXX XXXXX-XX: very faded from an email I printed as a test

sliver68420 :

how is it hooked up

Customer :

wireless

sliver68420 :

also is it a brand new printer just purchased

Customer :

sliver68420 :

can you usb connect it to your computer for testing purposes

Customer :

don't think we have usb cables....

Customer :

all the ones I tried didn't fit the printer

Customer :

I have something labeled DSL cable would that work? but it doesn't fit into the printer

sliver68420 :

no unfortunately

sliver68420 :

its ok though....from what i gather it is attempting to print but the ink is dried up and the ink cartridges need to be replaced...both the black and the colors

Customer :

did that already and it didn't help

Customer :

I'm assuming I won't have to pay $58 for this?

sliver68420 :

have you calibrated it ect

Customer :

what is calibrate?

sliver68420 :

you don' pay until we get this resolved...i know you have been at this all day...but i have to eliminate possible causes in order to get to the problem so we can fix it...with me not being able to be there I have to ask you questions to try to figure out whats wrong...what is the hp's model number?

Customer :

MY952F90W5 CC33464001

Customer :

OK Jamie, any ideas?

Customer :

Are you still working on this problem or are we finished?

Customer :

what does that mean?

sliver68420 :

sorry about that...my connection dropped for a moment...then another tech locked this question for a few mins

sliver68420 :

I need to switch from my tablet to my laptop...can't type very well with this tablet...I keep hitting stuff with my touchscreen ect....brb

sliver68420 :

ok...this is much better

Customer :

no offense i won't ruin your record....but I can't stay with this any longer...

Customer :

I've wasted the whole day

sliver68420 :

i can open this question to other experts if you would like

sliver68420 :

I was about to tell you how to calibrate your new ink cartridges though

Customer :

I think I will let it go for now.....is there a way to get a receipt so I'm not charged

Customer :

yeah, I know about the cartridge thing but that already happened and didn't help

Customer :

I didn't know that it was called calibrate

sliver68420 :

i don't get paid unless you click accept....i really think we could get this fixed though

sliver68420 :

would you be able to tell me everything that you have already tried as it seems I am being redundant

Customer :

I reinstalled the software, went through the set up on the printer, reprogrammed the WEP key there, changed the ink cartridges...unplugged for 30 seconds and replugged both printer and router and rebooted my computer at least 3 xs

sliver68420 :

then it does sound like we need to calibrate your new ink cartridges

sliver68420 :

just a moment while I type up instructions

sliver68420 :

also while I am typing those up...is the printer giving you an error message

sliver68420 :

first thing we need to do is make sure the connections are clean before we do anything else

sliver68420 :

Remove the ink cartridges. Now, lift the gray lever on the right side of the carriage and remove the printhead.

Clean the electrical contacts (dozens of small round dots) on both the printhead and the print carriage. Reassemble. Retest.

Customer :

sliver68420 :

since it hasn't been used for a while there may be dried ink there preventing the new ink from getting through

sliver68420 :

then we will have the printer calibrate the ink cartridges

Customer :

so I just calibrated the ink and it says alignment failed

sliver68420 :

when you bought the new ink...was it a different brand than the original ones

Customer :

no it's the same ink we always use and their HP cartridges from Office Depot

sliver68420 :

ok then here is what we have to do to fix it

sliver68420 :

Follow these steps to clean the printhead from the product control panel.

If the error message remains on the control panel display, press the OK button to clear it.
Press the Setup button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) on the product control panel.
Press the down arrow button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to select Tools , and then press the OK button.
Press the down arrow button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to select Clean Printhead , and then press the OK button.

The product cleans the printhead and prints a test page.

Step three: Align the printer

Use the following steps to align the printer.

Press the Setup button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) on the product control panel.
Press the down arrow button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to select Tools , and then press the OK button.
Press the down arrow button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to select Align Printer , and then press the OK button.

When the alignment is complete, the product prints a test page and displays a message that indicates the alignment status.

sliver68420 :

sorry my pic don't alway come through in the chat

sliver68420 :

i will wait while you do that...let me know if you get any errors

sliver68420 :

btw do you need your manual? here is a link to the pdf http://h10025.www1.hp.com/ewfrf/wc/manualCategory?cc=us&lc=en&dlc=en&document=&product=3737195

Customer :

alignment failed

sliver68420 :

did it clean the printheads?

Customer :

yes

sliver68420 :

then you need to

Remove the ink cartridges. Now, lift the gray lever on the right side of the carriage and remove the printhead.

Clean the electrical contacts (dozens of small round dots) on both the printhead and the print carriage. Reassemble. Retest.

Customer :

clean with what?

sliver68420 :

qtip

sliver68420 :

i like to use rubbing alcohol

sliver68420 :

here is a more in depth version of the instructions...hopefully the pics come through this time :)

sliver68420 :

Step one: Make sure that the paper type is appropriate

Load paper in the input tray that meets the following criteria, and then continue to the next step.

Clean and unused

Plain white

Brightness level of at least 85 (brightness level is printed on the paper packaging)

Letter-size, A4-size, or legal-size

Step two: Make sure that the cartridges are correctly vented

If the product is not already on, press the Power button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to turn it on.
Open the cartridge door. The carriage moves to the center of the product.

Figure 8: Open the cartridge door
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Press the tab on the front of one of the cartridges to release it, and then remove it from its slot.

Figure 9: Remove the cartridge
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

CAUTION:Do not lift the latch to the side of the carriage to remove the cartridge. Doing so might result in incorrectly seated cartridges.

Examine the vent area above the HP logo on the top of the cartridge.

Figure 10: Vent area on the cartridge

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

If the cartridge still has the orange pull tab covering the vent area, pull the tab to remove it.

Figure 11: Remove the orange pull tab

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

If the cartridge has a clogged vent, try cleaning the vent with a pin.

Figure 12: Close-up photo of a clean cartridge vent

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

Figure 13: Close-up photo of a vent clogged with adhesive

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

Repeat these steps to inspect the vents on each of the cartridges.
After inspecting the vent on each cartridge, reinstall each cartridge.

With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and in the printhead indicate the correct slot.

Figure 14: Reinstall each cartridge
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Press down on the cartridge until it clicks firmly into place.

Figure 15: Press the cartridge into place
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Close the cartridge door.

Step three: Check estimated ink levels

Open HP Solution Center:
HP Solution Center opens in a new window.
Click Settings ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
In the Print Settings area, click Printer Toolbox . The printer Toolbox opens.
Click the Estimated Ink Levels tab. The estimated ink levels display in a graphic on the computer.

Figure 16: Example of estimated ink level graphic in the Toolbox
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

The colored bars represent the estimated ink levels in the corresponding cartridge. Full color bars represent high ink levels, while color bars that approach the bottom of the bar represent low ink.

Step four: Clean the printhead

Follow these steps to clean the printhead.

If the error message remains on the touch screen, touch OK to clear it.
Touch Setup ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
Touch Tools .
Touch Clean Printhead .

The product cleans the printhead and prints a test page.

When the test page prints, continue to the next step.

Step five: Align the All-in-One

Follow these steps to align the product.

Touch Setup ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
Touch Tools .
Touch Align Printer .

When the alignment is complete, the product prints a test page and displays a message that indicates the alignment status.

Customer :

still failed! : (

sliver68420 :

did you use the menu on the printer and not the computer

Customer :

yes

Customer :

and now the carriage is jammed

Customer :

not jammed anymore

sliver68420 :

there might be something inside preventing it from moving properly...you might want to peek inside and take a quick look...then follow these instructions again

sliver68420 :

Step one: Make sure that the paper type is appropriate

Load paper in the input tray that meets the following criteria, and then continue to the next step.

Clean and unused

Plain white

Brightness level of at least 85 (brightness level is printed on the paper packaging)

Letter-size, A4-size, or legal-size

Step two: Make sure that the cartridges are correctly vented

If the product is not already on, press the Power button ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ) to turn it on.
Open the cartridge door. The carriage moves to the center of the product.

Figure 8: Open the cartridge door
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Press the tab on the front of one of the cartridges to release it, and then remove it from its slot.

Figure 9: Remove the cartridge
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE][IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

CAUTION:Do not lift the latch to the side of the carriage to remove the cartridge. Doing so might result in incorrectly seated cartridges.

Examine the vent area above the HP logo on the top of the cartridge.

Figure 10: Vent area on the cartridge

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

If the cartridge still has the orange pull tab covering the vent area, pull the tab to remove it.

Figure 11: Remove the orange pull tab

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

If the cartridge has a clogged vent, try cleaning the vent with a pin.

Figure 12: Close-up photo of a clean cartridge vent

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

Figure 13: Close-up photo of a vent clogged with adhesive

[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

Repeat these steps to inspect the vents on each of the cartridges.
After inspecting the vent on each cartridge, reinstall each cartridge.

With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and in the printhead indicate the correct slot.

Figure 14: Reinstall each cartridge
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Press down on the cartridge until it clicks firmly into place.

Figure 15: Press the cartridge into place
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]
Close the cartridge door.

Step three: Check estimated ink levels

Open HP Solution Center:
HP Solution Center opens in a new window.
Click Settings ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
In the Print Settings area, click Printer Toolbox . The printer Toolbox opens.
Click the Estimated Ink Levels tab. The estimated ink levels display in a graphic on the computer.

Figure 16: Example of estimated ink level graphic in the Toolbox
[IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE]

The colored bars represent the estimated ink levels in the corresponding cartridge. Full color bars represent high ink levels, while color bars that approach the bottom of the bar represent low ink.

Step four: Clean the printhead

Follow these steps to clean the printhead.

If the error message remains on the touch screen, touch OK to clear it.
Touch Setup ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
Touch Tools .
Touch Clean Printhead .

The product cleans the printhead and prints a test page.

When the test page prints, continue to the next step.

Step five: Align the All-in-One

Follow these steps to align the product.

Touch Setup ([IMAGE][SRC][/SRC][ALT][/ALT][WIDTH]100[/WIDTH][HEIGHT]100[/HEIGHT][STYLE][/STYLE][/IMAGE] ).
Touch Tools .
Touch Align Printer .

When the alignment is complete, the product prints a test page and displays a message that indicates the alignment status.

Customer :

still failed??

sliver68420 :

just a moment

sliver68420 :

did you buy new cartridges or refill the original ones

Customer :

they are new

sliver68420 :

ok just a moment please :)

Customer :

its been 2 hours!

sliver68420 :

please take a look at these directions with pictures and make sure everything is together like in the pics and take one more look inside for anything that shouldn't be there or looks broken...I would try taking it apart and putting it back together one more time and turn the machine off and unplugging it for a few mins then turning it on and trying to align it through the printers onboard menu...if its still failing let me know http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00720653&lc=en&dlc=&cc=us&product=1153484&rule=2539&lang=

sliver68420 :

and ...silly question...did you throw away the old cartridges

sliver68420 :

and did you remove the protective tape from the new cartridges?

Customer :

of course!

sliver68420 :

did it happen to align this time?

Customer :

I'll probably need new cartridges after all of these test runs!

Customer :

I think I've had it....

Customer :

not my idea of how to spend Sunday

sliver68420 :

if not then you should first take the ink back to the store and get replacements to make sure that its not a bad cartridge...if that isn't the issue then ...unfortunately that means the printhead is bad and needs replaced

sliver68420 :

hp printers seem to have a lot of issues...if you decide to buy new instead of replacing the print head ...epson is a good brand

sliver68420 :

sorry this took so long but I wanted to make sure it was a bad printhead because they can be semi-expensive to replace

sliver68420 :

you can try cleaning the printhead with alcohol...but that may or may not work

Customer :

ok thank you

sliver68420 :

hope you have a great rest of your sunday :)

Customer :

thank you you too

sliver68420 :

and thank you for using justanswer

Customer :

how do I exit this without being charged?

sliver68420 :

btw if you decide to replace the printhead https://www.google.com/search?q=HP+printer+309a+printhead&ie=u tf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a#q=HP+printer+309a+printhead&hl=en&client=firefox-a&hs=9SI&rls=org.mozilla:en-US:official&prmd=imvns&source=lnms&tbm=shop&ei=GLedT8y5E_GQ0QGo7tSUDw&sa=X&oi=mode_link&ct=mode&cd=6&ved=0CHcQ_AUoBQ&bav=on.2,or.r_gc.r_pw.r_cp.r_qf.,cf.osb&fp=2613f96c0009bd9c&biw=1278&bih=636

sliver68420 :

My official answer to your question on why its not printing is a bad printhead

Customer :

but there's no guarantee that would work either right?

sliver68420 :

that is for sure the problem

sliver68420 :

its not a driver/software/communication issue...its hardware.....the ink cartridges are new and the only other part related to the printing process is the printhead

sliver68420 :

that is...since it seems to be working but no pic is printed

sliver68420 :

I am a certified printer tech...i'm sure its the printhead

sliver68420 :

with justanswer you bid an amount for advice from an expert...if you have any further questions you can always come back to me for free follow ups :) I will be here with you all the way through until it prints

sliver68420 :

if you have already made a deposit clicking accept will not debit your card again

Customer :

what do you mean?

Customer :

I thought I only hit accept if the problem is resolved?

Customer :

Being on here for 3 hours without resolution???? you telling me that getting a new printhead would do it is not very reassuring

Customer :

and certainly not a resolution!

sliver68420 :

i can't fix a broken part in a chatroom

sliver68420 :

you would need to replace that...and I have been here with you testing your equipment for a while now....my answer to your question was to replace the printhead

sliver68420 :

those tests we did were to make sure that my final answer to your printer problem is absolutely correct

Customer :

no kidding...it's still not a resolution because there's no guarantee that that part will do the trick...afterall you had me do things for the past 3 hours and nothing worked

sliver68420 :

it doesn't work because you need a new printhead...i can't help that...but yes that will work

Customer :

there's no proof and until it pans out I will not authorize the charge....

sliver68420 :

that is for sure the problem...thats why it sometimes kinda prints

Customer :

honestly after 3 hours of repeating the same things I'm not feeling so secure in your certainty

sliver68420 :

it seems to be working because all the other parts are in place and working...the pictures aren't printing hardly at all because the printhead is bad

Customer :

No there is no print either and your track record over 4 years of only 16 accepts isn't very reassuring either....

sliver68420 :

i haven't been with justanswer that long and i am a new mom just started working from home about 5months or so ago...but i have been certified for printers for almost 15yrs now

Customer :

It says that you've been a member since 2008 and you've had 16 accepts

sliver68420 :

i asked a question in 2008 but i haven't been working for justanswer until recently...have been working for jp morgan chase for the previous 4yrs

sliver68420 :

i left chase to stay home with my daughter

Customer :

sweet!

sliver68420 :

I have three girls, 7,6 and 18months

sliver68420 :

after i tried to back to work after my third daughter was born i found out it wasn't possible to be a mom and work full time

sliver68420 :

I needed to be home with them

sliver68420 :

so i found justanswer and started in the computer section...then they broke it up into about a dozen sections and thats why it looks like i only have 4 accepts...have more than that in computer general which is where printer question were before it was given its own section

Customer :

wow! Well I feel for you but.......anyway good luck!

sliver68420 :

we have both spent a lot of time on this printer issue and I can understand where you are coming from....are you planning to actually replace the printhead?

Customer :

I don't trust that it will be a wise investment in that there is no guarantee that it will do the trick....anyway I looked at the link and also google and found that they are not available.

Customer :

I really have to go....I too have a family

sliver68420 :

i understand...have a great day :)

Customer :

I will hit accept just so I can get out of this site.....starting to feel a bit like a scifi movie as I cannot escape the page.....but I've already put in for a refund and my husband intends to stop the card from being charged. sorry! but my time is worth something too.

sliver68420 :

you already made a deposit so clicking accept isn't going to charge you

sliver68420 :

didn't you say that you already paid for an answer

Customer :

I don't understand how this thing works obviously.

Expert Type	Technician
Category:	Printers
Pos. Feedback:	85.7 %
Accepts:	67
Answered:	4/29/2012

Experience: printer and fax certified since 1998. A+ pc technician since 2001

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