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instant ink cartridge not working

OfficeJet Pro 6968 All-In-One
Microsoft Windows 10 (64-bit)

I have Instant Ink but the Cyan cartridge is not working properly. It is showing an almost full cartridge but is not printing. I've cleaned the print heads only to get one maybe 2 pages before I have to do that again. This is frustrating. I really need this to work correctly.

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Hello @TNeil,

 

Thanks for showing interest in the HP Support Forums!

 

I see that you're experiencing issues printing in black on your HP OfficeJet Pro 6968 All-in-One Printer. I would be happy to look into this with you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.


I noticed that you performed the printhead cleaning which seemed to resolve it temporarily. It is not uncommon for the printhead to become clogged and need to be cleaned several times to restore print quality.

 

If the issue happens again, please try the steps within this guide:

If you completed all the preceding steps and your product still has an issue, service the product.

 

First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Check Warranty Status: http://h20564.www2.hp.com/hpsc/wc/public/home 

 

What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process: 
Step 1. Open link: http://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options" 
Step 4. Scroll down and click on HP contact options - click on Get phone number 
Case number and phone number appear. 

 

I hope this helps. Please respond if you have any concerns. I hope you have a great day!

Drakster
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

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This appears to be a basic answer for any time someone has an issue with an ink cartridge. It was not BLACK but CYAN that I had an issue with. I understand the specific color doesn't really matter but at least respond appropriately.

 

It is clear that I will have to continue to clean the print heads until they are empty enough to trigger a replacement from my instant ink account. Honestly, I feel there should be replacements here alread because sometimes it is the ink cartridge that is the issue. HPs attached support says that if I clean the print heads and it is still an issue that it MUST be the printer is just bogus. Print cartridges sometimes are just faulty.

 

However, I will continue to clean the heads until Instant Ink sends me a new one. It shouldn't be long now anyway. I just won't print anything of worth until that happens. 

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Hello @TNeil,

 

Thanks for the reply.

 

I do apologize, I see that I mentioned the wrong cartridge in my response, however, the troubleshooting steps to help resolve the issue is specific to your issue. 

 

As per for documentation the issue points to the built-in printhead, rather than the cartridge, however, if you insist I'm more than willing to send you a replacement. 

 

Please send me private message with your account number or email address for your Instant Ink account. Also, confirm that the

address on your account is correct.

 

If that doesn't resolve the issue you will need to reach out to HP Phone Support for hardware replacement options. 

Drakster
I work on behalf of HP

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A new printer cartridge has arrived. Thank you. 

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