Cyan Ink Won't Print Hp 6978

[CeCe66]

Hello,

cyan, magenta, and yellow were empty.

bought a new set

after installation, the cyan would not print.

I have removed and reinstalled, ran 3 head printing routines, then a hard reset.

I have also tried a copy and the cyan does not print on the copy either.

Does this imply a hardware problem?

The printer is still under warranty, but does HP really have you mail the printer back to them?  This does not seem cost-effective.

Is there any other maintenance that I should try?  Or is it time to call HP for another one?

Help!

[Riddle_Decipher]

@CeCe66

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers & meet like minded tech enthusiasts! 

As I understand the printer isn't printing or copying cyan color anymore, 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

• Have you ensured genuine HP ink cartridges?
• Did you remove, inspect and reconnect the cyan cartridge?

While you respond to that, here's what you need to do:

Step 1: Use genuine HP cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to hp.com/go/anticounterfeit.

Purchase replacement cartridges and other supplies from the HP Store or local retailers.

Step 2: Make sure the ink cartridges are properly vented and seated correctly

Check the vents on the top of the ink cartridges. If they are clogged or obstructed, the ink cartridges might not work properly, which can affect print quality.

   NOTE:

To avoid print quality issues and dried out ink cartridges, do not leave any ink cartridges outside the printer for longer than 30 minutes.

1. Press the Power button to turn on the printer, if it is not already turned on.

2. Open the ink cartridge access door.

   The carriage moves to the center of the printer.

   

3. Wait until the carriage is idle and silent before you continue.

4. Press the tab inward on the front of the old ink cartridge to release it, and then pull up on the ink cartridge to remove it from the slot.

   

5. Examine the vent area above the HP logo on the top of the ink cartridge.

   

6. If the ink cartridge still has the orange pull-tab attached, pull to remove it.

   

7. If the vent is clogged, use a straight pin to gently remove excess adhesive from the vent.

   1. Clogged vent

   2. With a straight pin, gently remove excess adhesive from the vent

   3. Unclogged vent

8. Turn the ink cartridge so that the cartridge contacts face downward, and then match the label color with the color dot on the carriage.

9. Slide the ink cartridge into its slot, and then gently press the ink cartridge down until it snaps into place.

   

10. Repeat these steps to inspect the vents on each of the ink cartridges.

11. Make sure each ink cartridge is firmly installed in its slot. Run your finger along the top of the ink cartridges to feel for any that are protruding, and if any are, press down firmly until each ink cartridge snaps into place.

12. Close the ink cartridge access door.

    

Try to print. If these steps resolved the issue, you do not need to continue troubleshooting.

Step 3: Clean the printhead

The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.

   CAUTION:

Never turn off the printer when ink cartridges are missing. Make sure you replace any missing ink cartridges as soon as possible to avoid print quality issues and possible extra ink usage or damage to the ink system. To avoid issues that require cleaning the printhead, always turn the printer off with the Power button on the printer itself.

If you've already done the above and yet the issue persists,

I recommend you Contact HP to have the printer either repaired or replaced:

HP Support can be reached by clicking on the following link:  

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

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!