OfficeJet Pro6968 only prints black when select glossy paper

[Glam55]

I can only print in black ink if I select glossy paper. If I go back to regular paper it won't print in black. It does, however print colors in both paper selections. I just installed a new black HP cartridge, then bought another after thinking it was bad. Then I tried all the suggestions in support and online. Cleaning print head, etc. As soon as I tried glossy paper it magically printed in black. So the ink cartridge is fine and the printer is capable of printing in black. It just won't do it when I select regular paper. Help!

[Betty0610]

@Glam55

Welcome to the HP Support Community.

Are you changing these settings from the Computer? If yes and if you're on Windows Operating System, try these steps:

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s")

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

Once done, please download and install the software from here: 

https://support.hp.com/in-en/drivers

Also, let's try a firmware upgrade: https://support.hp.com/in-en/document/c02919168

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[Glam55]

Both laptops I use experience the same issue with not printing black, so it's unlikely both of their printer drivers are bad. So I updated the firmware on the printer, still not printing black. Also, it seems to me that the glossy paper "black" is not using the black cartridge at all, rather a combination of the color cartridges. 

So this issue is not solved.

[Betty0610]

Are you able to copy in black?

Also, try the steps from here: https://support.hp.com/us-en/product/hp-officejet-pro-6960-all-in-one-printer-series/8289579/model/1...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Glam55]

No, I can't copy in black. I've done all the steps on the link you sent except the alignment, because alignment page doesn't print. I have tried two new cartridges, they both have good ink supply, are vented, and seat properly. The printer printed perfectly fine until I installed the new cartridge(s). I have reinstalled printer drivers, updated firmware and performed a hard reset (unplugging power cable etc.). It recognizes proper ink level and that they are genuine HP cartridges. I have never used non-HP cartridges. 

[asmita6658]

@Glam55

Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding the service options for your printer.

Have a great day! 

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!

[Glam55]

Update: after trying everything that was suggested, I then started getting a "paper jam" error when no paper was jammed. This is a COMMON thing that happens to these printers apparently because I found many posts about it. I have searched the web and found much more useful help than I have received on this forum. There is a way to factory reset the printer that HP doesn't want you to know (keep searching, I'm sure they won't allow me to post a link here!). However, none of it worked. Unfortunately, there is not a way to post that this issue was not solved, so I'm just going to leave it open. I tried to recycle the printer, but Office Depot wanted to charge ME $10 to do it!! So this printer is now gone and I am looking for a non-HP printer to replace it. OR I'll buy a cheap HP one that uses the same cartridges as the old one since I have almost $100 invested in cartridges that are now useless to me and can't be returned. 

[KnittyKitty]

Very interesting that you're having the very same exact issue on the very same exact model printer that I'm having and own. I'd wager your issue started suddenly, recently, and coincided with the HP App for Windows like mine did. No sooner did I replace my laptop and add that cursed app for the "driver" than my printer suddenly forgot how to print black. Not two days previously it printed a full document on the same regular plain-Jane paper just fine. Now it behaves as if black is too much trouble. 

I've gotten a new black cartridge off the HP Instant-Ink folks as a favor to me to help me troubleshoot the issue and I utterly R-E-F-U-S-E to buy another printer when this one is less than 4 years old! Hell, HP can literally tell how many pages have been run through it as I've had the Instant Ink program since day one! Like you I've done all the troubleshooting steps in the link listed above (that I can considering only color prints), and the alignment won't pass since only the color parts print on the page. I have important personal papers that need printing yesterday that I'll have to pay to be printed now due to this failure, unless the 'choose glossy paper' trick works for me. Frankly I'm annoyed as I've owned and used HP printers and laptops (until this latest laptop) since I started owning home PC's.  I'd really expected my printer to last longer than 3 or 4 years before needing replaced considering how little I use it. 

[TEJ1602]

@Glam55 & @KnittyKitty

I understand your concern and it is very unfortunate that the issue was not resolved in spite of multiple troubleshooting steps tried. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

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!