I can print word documents but can not print email messages

i can print word documents but can not print email messages
I am using an officejet 4500 wireless on  Windows 7

I called HP and after being on the phone for 1 1/2 hrs  They reinstalled my printer and I printed an alignment page without then I tried to print arouble  I was also able to scan a page to HP.      When I tried to print something from my email  it barely printed 2 faded lines and that was it  I openrd my word documents and was able to print a clear copy.  HP told me my cartrige was empty so I changed my cartridge with no results it was the same.  I use refill  CATRIDGES AND NEVER HAD ANY PROBLEMS but they told me they can ruin a printer.  I told them I would purchease new HP cartridges and they we agreed they would call me back on Monday to determine if my problems were solved with the new cartridges.  What I don't understand is how I can print documents but not emails.   HELP

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