01-11-2011 10:39 AM - edited 01-11-2011 10:45 AM
I have a 3800 that will not print color. All cartridges are new. Diagnostic pages print fine except no color is present. have reset printer to default settings. no error messages. worked fine until recently. does not seem related to fuser. any ideas? thanks.
01-11-2011 11:04 AM
It sounds like a hardware issue, since the diag pages don't print color. Did you replace the cartridges as part of troubleshooting, or just because they were out? Is that when the color quit printing?
Do you have an extended warranty or CarePack?
01-11-2011 11:51 AM
Checked with other experts here at HP and you have done the correct troubleshooting and since it is not printing on the internal test pages it would not help to do further troubleshooting or install drivers, etc. Sorry to say, but it sounds like this printer needs to be serviced.
01-11-2011 12:03 PM
Hi - good point, I believe that this printer is 5 or 6 years old....I guess it would be worth it to get an estimate from a printer servicer - but it might be time for new printer.
You take care,
01-11-2011 01:18 PM
When you say the diagnostics page (from the diagnostics menu) prints fine, do you mean that all the information is present but just greyscale, or are the color bars/squares missing?
Please send a scanned image of the Diagnostics Page and Event Log and I can try to help you out.
01-11-2011 03:37 PM
If the printer is printing in grey scale only from the menu on the printer the issue could be the formatter. One thing you can try is with the power off, remove the formatter by pushing the 2 black clips towards each other and slide the formatter out. It may be stiff but will come out. Once out of the printer, put back in but give it a real good hard shove to lock in place. Turn the printer on and see if any difference. If none, there is a small hole in the back of the printer below a vent on the right side when looking from the rear. Stick a q tip stick into the hole and printer should perform an engine test which should give you a page with colored lines going up and down the page. Let us know. If the test pages from the menu on the printer are in color, then your issue is probably your driver. Good Luck.