This problem can appear on paper-based coated media if a lot of ink is printed quickly. The media cannot absorb the ink quickly enough and becomes distorted. As the printheads move over the media, the Printheads and the media come into contact with each other and the printed image is smeared.

Press the Cancel key on the front panel; if you continue to print, the paper may damage the printheads.

Cancel the print job from your computer application.
In order to obtain better results perform the following:

1. Use HP recommended media. If the image you are printing has intense color, use HP Heavy Coated Paper

2. Try to increase the print margins by relocating the image on the page from the software application.

3. If the customer is using `Media Saving Options' from the advanced section of the HP- GL/2 Driver, try disabling one or both of the options `auto rotate' and `inked area'.

If the above fails to solve the problem of smears and scratching, change the media that the customer is using to a non-paper based media such as HP High Gloss Photo Paper.