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ThePicturePro
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Printer will not print black claims I am using a non HP cartridge

officejet pro 6978
macOS 10.12 Sierra

I am unable to print black anymore even though the supply levels all look fine.  I am also getting messages that I am not using an HP cartridge and I am. I have cleaned the print heads multiple times and the other colors seem to be working.

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HP Support Agent
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Printer will not print black claims I am using a non HP cartridge

@ThePicturePro, Welcome to HP Support Community!

 

Have you tried using a different black ink cartridge?

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

 

Refer to the documents below for help-

 

HP OfficeJet 6900 Printers - Ink Cartridge Errors

HP OfficeJet 6900 Printers - Black or Color Ink Not Printing, Other Print Quality Issues

 

Keep me posted for further assistance.

 

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!

TEJ1602
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ThePicturePro
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Printer will not print black claims I am using a non HP cartridge

This cartridge is not very old and was working fine. I do not want to purchase another one just to try n see what happens.

What about the fact that I get messages that my cartridge is not HP when in fact it is?

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Printer will not print black claims I am using a non HP cartridge

@ThePicturePro

 

Try updating the printer firmware and see if it helps. Also, perform the steps from the documents I provided.

 

If the issue still remains, you can reach out to the HP Support in your region regarding the cartridge issue. If your cartridge is faulty and is still in warranty, we can get it replaced.

 

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!

TEJ1602
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ThePicturePro
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Printer will not print black claims I am using a non HP cartridge

I deleted and updated the firmware. No help. I have plenty of ink in the cartridge. I changed the black cartridge and new one does not print . All other colors work. I cleaned the heads and followed all of the directions to see if it would work. Nothing.

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ThePicturePro
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Printer will not print black claims I am using a non HP cartridge

Still wont print in black. I can change the color of the font to a different color and it will print. Black is the only issue and I am sickened that after buying new ink cartridges I will have to throw this piece of junk out.

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Printer will not print black claims I am using a non HP cartridge

@ThePicturePro

 

I understand your concern. Did you try reaching out to HP Support in your region regarding the service options for your printer? If not, please do.

 

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!

TEJ1602
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ThePicturePro
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Printer will not print black claims I am using a non HP cartridge

So as a support agent your advice is for me to reach out to another support agent in my region? Please explain. Are you in a "region" that cannot help me? Please advise me of a region that can help.

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Printer will not print black claims I am using a non HP cartridge

@ThePicturePro

 

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. 

TEJ1602
I am an HP Employee

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