Updated: March 19, 2023
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by Christine Tomas
Tech Expert & Writer
1461 resolved issues
Verified Expert in:
Smartphones, Networks, Tablets, Computers

I just installed new ink cartridges in my Envy 4520 but the cartridges will not align

The printer refuses to detect the alignment page for scanning.

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
What troubleshooting have you done so far?

Customer Replay

I have tried aligning the cartridges several times. The printer refuses to detect the alignment page when I try to scan it.


Did you receive any error messages?

Customer Replay

Yes. The printer's screen told me the printer was not detecting the page.

banner 3

I see, thank you. Have you tried reinstalling the cartridges?

Customer Replay

Yes. I reinstalled them and attempted to align them but the same thing happened.

Noted, thank you

Customer Replay

I shut the power off to the printer, reinstalled the cartridges and attempted to align the cartridges. I got the same message. I had it try it again and it appeared to align, however when I printed what I was trying to print it did not come out right.

I see, thank you.
Please try following these instructions:
Make sure to load the input tray with plain, white paper. On the printer control panel, swipe the display to the left, and then touch Setup . Touch Tools. Swipe up on the display, then touch Align Printer

Customer Replay

I tried all that previously before I even contacted you. It didn't work.

banner 6

I see, thank you. Have you also tried aligning the printheads?

Customer Replay

No. How do you do that? By the way, I tried cleaning the heads but have not gotten an acceptable print quality. Could that have anything to do with it?

That is also a possibility.

Customer Replay

I also disconnected and reconnected the power.

Noted, thank you!

Customer Replay

I tried sending an e-mail to myself and printing it. It didn't print properly and what did print was very faint.
It's probably the ink cartridges I bought and spent $77 for. I put in the old cartridges and got good prints.

banner 9

You got a good print quality and no issue with the old ones, is that correct?

Customer Replay


Gotcha. In this case, the issue might be as well with the quality of the cartridges

Customer Replay

They are the HP brand, not some aftermarket stuff, and they are new, not refills.
How do you align the printheads? Maybe that would make the new cartridges work.

I totally understand your concern. There's always a chance to receive a faulty product even from the reliable brand
Do you have an HP Smart app installed on your computer?

Customer Replay

I never installed one. When I hooked up the printer the computer recognized it and started printing. I did not have to install any drivers.

Noted, sure!
Please try installing the app by following this link: https://apps.apple.com/us/app/hp-smart-for-desktop/id1474276998?mt=12

Customer Replay

My computer won't install it. I guess my system is not updated.

Gotcha. You can try following these instructions to update your software:
From the Apple menu in the corner of your screen:
Choose System Settings. Then click General in the sidebar, and Software Update on the right.
Or choose System Preferences. Then click Software Update.

Customer Replay

I may do that later. I don't have time today. I've spent all my time on this. I just hope I can get a refund on those cartridges. I have printed pages with the old and new cartridges for them to compare as well as our conversation.

I do hope as well!
I’m glad I was able to get that sorted out for you. Is there anything else I can assist
you with today?
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

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