This is a common issue with this model of printer. I had the same printer and when I contact HP, they turned around and replaced it without hesitation. Free of charge. All I had to do was put my old printer into the bos that the new refurbished one was sent in and stick the return label on it and send it back. Didn’t cost me a thing. HP has amazing customer service, this is why I have been using them for so many years. I hope you have gotten this issue fixed. Good luck. :)