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HP Officejet 4500 (G510) Series and 4500 (K710) Series All-in-One Printers - Received Faxes Are Blank or Have Vertical Lines
Issue
Faxes received by the product are blank or the printout shows vertical, black lines through the image or text.
Solution
Try the following steps in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Step one: Print and evaluate a report to help diagnose an issue
To help diagnose the print quality problems, follow the instructions for your particular
model
to print a diagnostic report.
Method one: Print and evaluate a diagnostic report
Load plain, white paper into the input tray.
Press the Setup button ( 
) on the product control panel. Press the Right Arrow button ( 
) to select Print Report
, and then press OK
. Press the Right Arrow button (
) to select Print Quality
, and then press OK
. The diagnostic report prints.
Figure 1: Print quality diagnostic report
Image of a print quality diagnostic report Check the print quality diagnostic report for defects.
|
NOTE:
|
In general, if the product and its cartridges are working correctly, all the color bars should be present, unstreaked, and uniform in color across the width of the page. The black text on the page should not show ink streaks. |
Use the following table for examples of defects that can exist on the print quality diagnostic report. The following examples are not inclusive, but tend to represent the most common issues.
| Examples of defects on the print quality diagnostic report
|
|---|
| Defect
|
Example
|
| Large font text is ragged on one end
|
illustration of ragged large text |
| Irregularly streaked or faded color bars
|
Illustration of streaked or faded color bars |
| Ragged color bars
|
Illustration of ragged color bars |
| The color bars are streaked with another color
|
Illustration of streaked color bars |
| The color blocks have regular white streaks
|
Illustration of white streaks in the color bars |
| Jagged alignment patterns
|
Illustration of jagged alignment patterns |
If you see no defects on the print quality diagnostic report
, the print mechanism and ink supplies work correctly. If faxes are still unsatisfactory, try these general print quality guidelines, and then do not
continue the troubleshooting solutions in the remainder of this document:
Make sure that the image you are printing has sufficient resolution. Images that have been enlarged too much might appear fuzzy or blurry.
If the problem is confined to a band near the edge of a printout, use the software you installed with the product, or another software program to rotate the image 180°. The problem might not appear on the other end of the printout.
If you see one or more of these defects on the print quality diagnostic report
, continue to the next solutions.
Method two: Print and evaluate a self-test report
Load plain white paper in the tray.
Press and hold the Cancel button ( 
). While you press and hold the Cancel button (
), press OK
. The self-test report prints. Figure 2: Self-test report
Image of a self-test report Check the self-test report for defects.
|
NOTE:
|
In general, if the product and its cartridges are working correctly, all the color bars should be present, unstreaked, and uniform in color across the width of the page. The black text on the page should not show ink streaks. |
Use the following table for examples of defects that can exist on the self-test report. The following examples are not inclusive, but tend to represent the most common issues.
| Examples of defects on the self-test report
|
|---|
| Defect
|
Example
|
| Ragged or faded bars
|
Illustration of a ragged bar |
| The color bars have regular white streaks
|
Illustration of a streaked bar |
| The color bars are streaked with another color
|
Illustration of streaked color bars |
| The text is smeared
|
Illustration of smeared text |
If you see no defects on the self-test report
, the print mechanism and ink supplies work correctly. If printouts are still unsatisfactory, try these general print quality guidelines, and then do not continue the troubleshooting solutions in the remainder of this document:
Make sure that the image you are printing has sufficient resolution. Images that have been enlarged too much might appear fuzzy or blurry.
If the problem is confined to a band near the edge of a printout, use the software you installed with the product, or another software program to rotate the image 180°. The problem might not appear on the other end of the printout.
If you see one or more of these defects on the self-test report
, continue to the next solution.
Step two: Troubleshoot the print quality
Based on the error(s) detected on the diagnostic or print quality report, follow the appropriate steps to resolve the issue.
|
NOTE:
|
HP Solution Center is the software that came with the product. You must make sure the software is installed on the computer for all the product functions to work correctly. The software is also necessary for completing this procedure. Install HP Solution Center if it is not already installed. |
Clean the printheads
Load plain white paper into the tray.
Open HP Solution Center
:
Click Settings
, Print Settings
, and then select Printer Toolbox
.
Click the Service Tab
.
Click Clean Printhead
, and then click Clean
.
If these steps resolved the issue
, you do not need to continue troubleshooting.
If the issue persists
, continue to the next solution.
Align the printheads
Make sure that unused, plain, white paper is loaded in the input tray.
Open HP Solution Center:
HP Solution Center opens in a new window.
In HP Solution Center, click Settings
( 
). In the Print Settings
area, click Printer Toolbox
. The Printer Toolbox opens.
Click the Device Services
tab.
Click Align the Print Cartridges
( 
). Click Print Page
. The product prints a page of patterns.
Figure 3: Example of the alignment page
Image of the alignment page Follow the onscreen instructions to complete the alignment process.
If these steps resolved the issue
, you do not need to continue troubleshooting.
If the issue persists
, continue to the next step.
Step three: Replace the problem cartridge
If you saw defects on the print quality diagnostic report or the self-test report, and cleaning
and alignment did not help, replace the problem cartridge. Use the following steps to replace the problem cartridge.
Press the Power button ( 
) to turn on the product. Open the cartridge access door. The carriage moves to the right side of the product. Wait until the carriage is idle and silent before continuing.
Figure 4: Open the cartridge access door
Open the cartridge access door Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
Figure 5: Remove the cartridge
Remove the cartridge Remove the new cartridge from its packaging, and then carefully remove the plastic tape using the pink pull tab.
Figure 6: Remove the plastic tape
Remove the plastic tape | CAUTION:
|
Do not touch the copper-colored contacts or ink nozzles.
Touching these parts can result in clogs, ink failure, and bad electrical
connections. |
Figure 7: Do not touch the contacts or ink nozzles
Do not touch the contacts or ink nozzles Slide the cartridge forward into the empty slot, and then gently push on the upper part of the cartridge until it clicks into place.
Figure 8: Install the cartridge
Install the cartridge Close the cartridge access door.
Load plain paper into the paper tray.
Press the OK
button. An alignment page prints.
Lift the scanner lid.
Place the alignment page print-side down on the scanner glass, and then align the page with the guides on the edge.
Press the OK
button. The product scans the alignment page and completes the alignment process.
If these steps resolved the issue
, you do not need to continue troubleshooting.
If the issue persists
, continue to the next step.
Step four: Service the product
Service the Product - Contextual Wrapper
There might be a problem with the product hardware or a component may not be functioning correctly. The next step is to service the product.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to
HP’s Warranty Check Tool
. If your product is in warranty
, contact HP.
If your product is out of warranty
, fees might apply for contacting HP.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to
HP’s Warranty Check Tool
. |
|
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