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AlexSM
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Brand new Cyan color cartridge not printing OfficeJet Pro 6968 All-in-One

OfficeJet Pro 6968 All-in-One
macOS 10.15 Catalina

My Cyan color stopped printing.  I have new HP Cyan Cartridge, it stopped printing Blue. The clean print head process shows no Cyan color being printed. 

I already tried this:

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

 

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

 

I made a photocopy and the issue still persist, no blue printed off!!!!😩

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HP Support Agent
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Brand new Cyan color cartridge not printing OfficeJet Pro 6968 All-in-One

Hi @AlexSM

Welcome to the HP Support Community. I'd be happy to assist you. Let us try these steps to resolve this issue:

 

Update the printer firmware

Click here to know different methods of updating printer firmware.

 

Clean the printhead (Skip this step if you have gone through third cycle of cleaning)

  1. From the printer control panel, open the Setup  menu.

  2. Open the Printer Maintenance menu.

  3. If necessary, open the Tools menu, and then touch Clean Printhead.

If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.

NOTE: 

If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.

 Make sure the ink cartridges are properly vented and seated correctly

Perform step 9 from this document.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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AlexSM
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Message 3 of 4
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Brand new Cyan color cartridge not printing OfficeJet Pro 6968 All-in-One

Hi,

 

All the steps recommended still did not work. I have a printer with the cleanest printheads but that does not print the Cyan ink.

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HP Support Agent
HP Support Agent
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Brand new Cyan color cartridge not printing OfficeJet Pro 6968 All-in-One

@AlexSM, that's unfortunate. 

If the issue persists, please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

 

Keep me posted for any other assistance.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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