OfficeJet Pro 6970 - Will not pickup/print cyan ink or read alignment page on scanner

[PV2021]

Hi,

Perhaps someone will be able to provide further guidance or available steps to proceed with. 

We have an OfficeJet Pro 6970 using Instant Ink for continuous supply. For a few months now we have been unable to print colour prints, as the cyan does not print at-all, and a lot of jobs come out pink rather than blue if anything happens at all.

I've been through numerous troubleshooting steps now, replacing with a new genuine cartridge, cleaning the printhead, cleaning the smudge, hard reset, gently cleaning the cartridge connections, etc, you name it!

We've also tried aligning the printhead, however the alignment page does not print as it should (due to the cyan) and the scanner does not read the document when it is on the glass - not sure if that's because it can't pick it up.

On the print quality reports there is not a speck of cyan ink at-all.

We've had the printer just over three years now and it has mild use, but no more than 300 pager per month. 

We also have a 6960 which has been problematic in the past, not sure if it is a common issue?

Any support appreciated!

[Rainbow23]

Hi @PV2021,

Welcome to the HP Support Community. 

As you have already tried all the troubleshooting steps, this could be a hardware issue with the unit and may need repair. 

I have sent you a private message with this information. 

In order to access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link