ENVY 6000 HP Desk Jet Instruction Manual

Troubleshooting Steps

HP DeskJet, ENVY 6000, 6400 printers – No black ink, wrong colors, other print quality issues

The quality of a printed document or photo is not as expected. The following tasks help resolve missing black ink, colors are faded or do not match the original, and lines or streaks in printouts.
Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.
Run the automated printhead or ink cartridge cleaning tool
Clean the printhead and cartridges to resolve print quality issues including incorrect colors, streaks, and faded prints.

1. Load plain white paper in the tray.
2. Open the HP Smart app, and then click the picture of your printer to open the settings and management tools.
3. In Print Quality Tools or in Advanced Settings > Tools > Utilities > Print Quality Toolbox, select Clean Printhead to start the cleaning tool.
4. Review the Print Quality Diagnostic page that prints for defects and any instructions to resolve the issue. Run up to two more cleaning cycles, if necessary.

Check for ink smears on the back of printouts
Use an automated cleaning tool if there are smears of ink on the back of documents or photos.

1. Load plain white paper in the tray.
2. Open the HP Smart app, and then click the picture of your printer to open the settings and management tools.
3. In Print Quality Tools or in Advanced Settings > Tools > Utilities > Print Quality Toolbox, select Clean next to Clean Smear to start the cleaning tool.

Check for issues with the ink cartridges
Very low ink levels, using non-HP cartridges, and rough handling can cause print quality issues.

1. Replace any non-HP or refilled cartridges with genuine HP cartridges. HP supplies are available from the HP Store and local retailers.
   HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. Go to HP Anti Counterfeiting and Fraud Program for more information.

2. Check the ink levels and replace any low or empty cartridges.
   Note:
   The printer features a ‘backup mode’ that enables printing with one cartridge. Remove the low or empty cartridge to continue printing if a replacement is not available. Depending on the cartridge removed, blacks will not be as dark and color prints will be in grayscale.

3. Rough handling of cartridges during transport or installation can cause print quality problems. Wait a few hours for the automatic servicing routine to complete, and then try to print again.

If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP limited warranty information.

Check the paper, print settings, and quality of the file being printed

Make sure your print job is set up for optimal print quality results.

1. Check the paper type and condition: Make sure the paper is appropriate for the print job and in good condition.
   o Some paper might not absorb ink as well as others, causing faded or smeared prints. Plain paper with ColorLok technology works well for text and documents with graphics. For photos, use HP Advanced Photo Paper for best results.
   o Use clean, wrinkle-free paper. Wrinkled or curled paper can cause dark, horizontal defects.

2. Load paper according to the print side: Typically, the smoother or glossy side is the print side.
   o For inkjet printers with a rear load tray, load the print side facing up.
   o For inkjet printers with a front load tray, load the print side facing down.

3. Check the print job settings: From the application you are printing from, click File > Print, and then click Options, Printer Setup, or Preferences, or open the Paper Type/Quality or Media & Quality menu.
   Make sure the color, paper type, paper size, and quality settings are correct for your print job.

4. Check the quality of the photo or document: Use editing tools to improve colors, brightness, contrast, and any other appearance settings. Higher resolution photographs and graphics result in clearer prints with more accurate colors.

Perform an alignment

Align the printheads or cartridges in your printer when you replace them, to improve print quality, or to clear an alignment error.

1. Load plain white paper in the input tray.
2. Open the HP Smart app, and then click the picture of your printer to open the settings and management tools.
3. In Print Quality Tools or in Advanced Settings > Tools > Utilities > Print Quality Toolbox, select Align or Align Printheads to start the alignment.

Clean the ink cartridge and carriage electrical contacts

Remove any debris or buildup from the contacts on the cartridges and in the carriage.

1. Lift the cartridge access lid using the recessed areas on the sides of the printer.

2. Open the cartridge latch, and then pull the cartridge up and out of the slot.

3. Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.
   CAUTION:
   Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

4. Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

5. Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

6. Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its colorcoded slot.

7.  Repeat these steps for the other cartridge if it was indicated in the error message.

8. Close the lid to the cartridge access area.

If the error persists, clean the cartridge and carriage contacts a second time.

Service the printer

Service or replace your HP printer 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 printer, ink or toner cartridges, or the imaging drum are replaced under warranty, the support agent might request the print sample.

HP Printers – Used, Refilled, or Counterfeit ink cartridge message

One of the following messages (or similar) displays and the printer does not print. They indicate refilled or counterfeit cartridges are installed, but can also display when genuine HP cartridges are depleted or almost depleted.

• Used, Refilled, or Counterfeit ink cartridge Detected
• Counterfeit ink cartridge Advisory

HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. HP recommends using genuine HP ink or toner supplies available from the HP Store. Go to HP Anti Counterfeiting and Fraud Program for more information on using authentic HP cartridges.
If the error displays with genuine HP cartridges, select No, OK, or Continue. If the print job completes, the issue is resolved but you might need to dismiss the message every time you print until the cartridges are depleted. Otherwise continue with these steps to resolve the issue.

Reset the printer

Reset the printer to recover from printer errors or failures.

1. If your printer has a rechargeable battery, remove it.

2. With the printer turned on, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait 60 seconds.

5. Reconnect the power cord to a wall outlet and to the printer.
   Note: HP recommends plugging the printer directly into a wall outlet.

6. Turn on the printer to complete the reset.

Replace the problem ink cartridge
Installing a new cartridge can resolve ink-related errors.

1. Obtain a replacement cartridge.
   o Printer is enrolled in Instant Ink. Replacement cartridges are part of your subscription. If you have another Instant Ink cartridge on hand, install it. Otherwise, contact HP Instant Ink support for a new cartridge.
   o Printer is NOT enrolled in Instant Ink. Go to the HP Store or a local retailer to find and purchase compatible supplies. HP recommends genuine HP cartridges.
   Note:
   If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP Limited Warranty information.

2. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

3. Remove the cartridge indicated in the error message, and then insert the new cartridge into the slot.

4. Repeat these steps to replace any other cartridges indicated in the error message.

5. Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

References

• HP
• HP® Computer and Laptop Store | HP.com
• support.hp.com/contact-hp
• hp.com/support/instantinkcontact
• support.hp.com/checkwarranty
• HP anti-counterfeit | HP® Official Site

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