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Michelle
Michelle, Printer Expert
Category: Printers
Satisfied Customers: 5613
Experience:  B.Sc. Computer Science with Honors
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My printer will not print the document. Can you help me?

Customer Question

My printer will not print the document. Can you help me?
Submitted: 1 year ago.
Category: Printers
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

I am sorry to know that you are facing problem with your printer

Let me know that when you try to print something does it print a blank page or does nothing at all

Customer: replied 1 year ago.
it prints a blank page
Expert:  Michelle replied 1 year ago.

ok and how old is the printer

Customer: replied 1 year ago.
I am not sure how old it is. Model number 1101-01
Expert:  Michelle replied 1 year ago.

please follow the below steps

Remove ink cartridges and turn off printer

unplug power cord

shake the cartridges a bit so that little ink comes out

Wipe off excess ink with cotton swab and alcohol

keep the ON button on printer pressed for 10 secs

wait for 2 minutes

plug in power cord and turn on printer

insert ink

From the control panel home screen, touch Setup

Touch Tools, and then touch Clean Printhead.

let me know if prints a test page or not

Customer: replied 1 year ago.
it printed a test page
Customer: replied 1 year ago.
it still printed a blank page
Expert:  Michelle replied 1 year ago.

was the test page blank as well

Customer: replied 1 year ago.
No it showed the colors
Expert:  Michelle replied 1 year ago.

colors as well as black?

Customer: replied 1 year ago.
I am not seeing black....purple
Expert:  Michelle replied 1 year ago.

ok got it...did you try any other black cartridge

Customer: replied 1 year ago.
no...I just replaced that cartridge. It is full
Expert:  Michelle replied 1 year ago.

ok

  1. Press and hold the Cancel and the Start Copy Color buttons at the same time.
  2. Release both buttons. The self-test page prints.
Expert:  Michelle replied 1 year ago.

let me know if self test page has anything printed or its blank

Customer: replied 1 year ago.
Where do I find these buttons
Expert:  Michelle replied 1 year ago.

do you have a touchscreen on the printer??

or do you have butttons on the printer

Customer: replied 1 year ago.
touch screen
Expert:  Michelle replied 1 year ago.

ok from the menu go to settings or network settings and try to find an option to print a test page or a network settings page

Customer: replied 1 year ago.
It prints color but not black. It prints from the internet but not from word. Can it be my settings for word
Customer: replied 1 year ago.
I was able to print this chat. The black section was grayish but readable. I went to Microsoft Word to print a doc. and it would not print anything.
Expert:  Michelle replied 1 year ago.

if the printer is printing texts and test page good that means the problem is not with the printer its the applications setting of Word.

Customer: replied 1 year ago.
No, it is with the black cartridge. It prints red, green and other colors. No black
Expert:  Michelle replied 1 year ago.

The printer model is a touch screen or a manual button model?

Customer: replied 1 year ago.
touch screen
I am going to bed
Expert:  Michelle replied 1 year ago.

ok we can continue in the morning

post me a message once you are online

Customer: replied 1 year ago.
Michelle did you come up with a solution to the printer issue
Expert:  Michelle replied 1 year ago.

we can attempt a reinstall of the printer driver software but if after that the result remains the same then it indicates a fault with the printhead system for which the unit would need to be serviced

to reinstall the printer driver follow the below steps

on your computer, open control panel..programs and features

add remove programs

locate the software for hp printer and uninstall

restart computer

after reboot you download and install the printer software by clicking on below link

click here to download

once installed check the print quality

if still the problem repeats then the unit would need to be serviced for possible fault with the ink system

i hope you understand that in case of hardware faults i can diagnose a faulty part but cannot make a bad part work again

let me know if you have any questions

Expert:  Michelle replied 1 year ago.

I hope I've provided the information you were seeking. If you have any question feel free to ask. Please provide a rating by clicking on the stars on top of this page and hit submit. Feel free to ask or reply me so that i can continue to help you answer you question further. Thank you.

Customer: replied 1 year ago.
Should I try a new cartridge?
Expert:  Michelle replied 1 year ago.

as you had already mentioned to me that you have already changed cartridges that is why i did not suggest changing it again

if you have a new cartridge with you please try it

i hope you are using genuine HP cartridges

Expert:  Michelle replied 1 year ago.

let me know if you have any questions