@eileencairns, Welcome to HP Support Community,
Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue
Let me know if you are using an Officejet or an Envy printer so that I can assist you better. Meanwhile, you may try these steps:
Restart the Printer
- Turn off the printer.
- Unplug the power cord from the back of the printer.
- Remove the cartridges.
- Press and hold the power button for 30 seconds.
- Plug the power cord back in.
- Wai for few minutes and then insert the cartridges (let printer prompt for cartridges)
- Turn on the printer
Run HP Print and Scan Doctor (Windows only):
- Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.
Update Printer Firmware (Update the firmware on an HP printer | HP® Support)
- Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.
I hope this helps.
Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.
Take care and have a good day.
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Regards,