12-22-2019 01:02 PM
My HP Officejet Pro 6960 suddenly stop printing Blue. Everything has been working up to today, when the BLUE will not print. I have cleaned the Printer Heads multiple times with no success. All Cartridges are HP Genuine and NEW. All have been replaced and recognized by the printer. I am on Firmware Version MCP2CN1938AR. I have also re-installed ALL HP Printer software on my computer, and I have also REMOVED and Re-Added my printer to the system (I rebooted my PC after removing the Printer). It is network connected and available to other computers in my home. All computers using this printer have same problem, where BLUE will not print. All Diagnostics show everything OK. Print reports / displays do not show BLUE but show all the other colors. Any assistance would be greatly appreciated. I have seen posts on Internet that seem to think this is a FIRMWARE problem that has suddenly developed. Unfortunately I have no way of downgrading the FIRMWARE, but have turned off AUTO UPDATE so no additional FIRMWARE updates will be applied until I am certain they are clean. Thank you in advance for looking at this issue.
12-25-2019 09:28 AM
@Steve02USA, Welcome to HP Support Community!
If you have already performed the steps from the document Black or Color Ink Not Printing, Other Print Quality Issues and the issue persists, it could be a hardware failure.
Please reach out to the HP Support in your region regarding the service options for your printer.
Hope this helps!
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!
I am an HP Employee