HP Smart Tank 7002 – Cyan/Yellow Not Printing, Print Head Won’t Move & No Human Support?

[broccolmonkey]

I’m having a very frustrating problem with my HP Smart Tank 7002. It has stopped printing cyan and yellow, while the other colours appear to be working.

I’m also unable to get the print head to move to the centre when I open the lid, which makes it extremely difficult to access or troubleshoot the print head.

I have now tried every solution suggested by HP’s clunky AI virtual agent and everything I can find on the HP support website, including the various cleaning, alignment, diagnostic and troubleshooting procedures. Nothing has resolved the problem.

To make matters even more frustrating, the HP apps have a regular tendency to crash, making it difficult to complete some of the recommended troubleshooting steps. On top of that, the HP Community Forum keeps locking me out, so even trying to find help from other users has become a struggle.

What I’d really like to know is: is there any way of actually speaking to a real human being at HP if the printer is out of warranty?

I understand that if the warranty has expired I may have to pay for support or a repair, and I’m perfectly prepared to consider that. But I would at least like the opportunity to speak to someone who can properly diagnose the problem rather than being sent around in circles by an AI assistant and automated troubleshooting.

Has anyone managed to get through to a real HP support person for an out-of-warranty printer? If so, how did you do it?

Any advice would be greatly appreciated.

[BeemerBiker]

You may need to pull the power cable when the carriage is in the  middle of the printer.

You may have bubbles in the ink tubes
To prevent bubbles from forming in the ink tubes, keep the ink levels above the minimum line, refill the tanks before they run too low, make sure the tank caps are closed securely, and avoid tilting or transporting the printer unnecessarily.

HP's SupportGPT recommends using HP Smart (or the new HP App) to run HP's clean printhead function that many of our inkjet or tank printers have.   if running more than one printhead cleaning cycle, please wait 30 minutes between cycles.

Google's AI provides a fallback in the event that maintenance cycle fails.
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• Turn off the printer: Power off the machine and safely open the access doors to expose the ink tanks and printhead carriage.
• Locate the air bubble: Visually identify where the air bubble is trapped in the translucent ink pipe.
• Manually push the air: You can often gently tap along the ink tubes to help the air bubble travel up into the main ink tank reservoir.
• Use a syringe (for stubborn clogs): If tapping fails, you can use an ink refilling syringe (often found in printer cleaning kits). Remove the ink cartridge or damper inside the printhead, attach the syringe to the ink outlet, and gently pull back on the plunger until ink flows smoothly and the air is drawn out.

OpenAI states what not to do
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• Don't squeeze the ink bottles while they're installed.
• Don't try to force ink through the tubes with compressed air.
• Don't use a syringe on the ink tanks unless you are experienced with HP ink systems—it's easy to damage the pressure regulation or introduce more air.

This is a user to user forum and I am just the messenger of this bad news: I do not know of any HP phone numbers, and any phone numbers you find on this site are likely fake and should not be called.

If your PC, laptop or printer is under warranty, or you have HP ink that has not expired, you should be able to use a serial number to contact an agent and not have to pay for support


How to contact an HP agent:

Sign in to your support page
Select the product you need help with and scroll down to support options.
Select "Contact us". You can change country and language if necessary.
If your HP product is out of warranty you can extend your PC coverage with HP Care Packs as described here.

Let me know what you find out.

[Rita_R2]

Hi, @broccolmonkey Welcome to the HP Support.

I will be more than happy to help you. while I am an HP employee, the views expressed here are my own and may not necessarily reflect the views of HP. By sharing relevant video links, I aim to provide clear, practical guidance in an easy-to-follow format. These tailored video resources are designed to address queries more effectively and enhance understanding. I hope you find them helpful as well.

Here are the links which might help you to resolve the issue: 

Fix printhead errors on the HP Smart Tank 670, 720, 750, and 790 printer series | HP Support

How to Clean Printheads | Improve Print Quality | HP Smart Tank 670, 720-790, 6000, 7000-7600

How to fix an HP printer that is printing in black ink only (Windows) | HP printers | HP Support

Do keep me posted. 

  

Take care and have a good day. 

Please click “Accepted 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! 

RITA_R2

HP Support 

[Hummingbird25]

How do I clean my printer head on my HP Smart Tank Plus 651

[Venom21]

This may help:

https://www.hp.com/sg-en/tech-takes/printing/maintenance/how-to-clean-printhead.html?utm_source=perp...

Some youtube video may also available in this topic, but I found them very basic. You can check if your want, as you may able to find some in your region. That's all good luck