[DaveTesla]

Try updating the printers firmware.

http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareIndex.jsp?lang=en&cc=us&prodNameId=236248&prodTypeId=18972&prodSeriesId=212667&swLang=8&taskId=135&swEnvOID=228

Your printer has a built in web Admin.
If it is attached to a network enter the printers ip address
in your computers browser.
Navigate to settings, Configure device, resets, reset supplies
and select new fuser kit and then click apply.

[Neil E. Wright]

She downloaded the latest firmware update for that printer and I coached her through installing it via the phone. The firmware update went well and she tried the printer again.

We tried that. Didn't do the job. But thanks for the suggestion.

I'll go with those who say "HP SUX".