6978, needed to replace black ink, replaced with a new one, now black won't print at all.

[LaurieB67]

We needed to replace the black ink in our 6978, but now it won't print black at all. We replaced with a brand new cartridge. Also tried another new cartridge, and even tried putting the old one back in. Cleaned the printheads numerous times. Tried unplugging the printer and all. Still won't print in black.

[Raj_05]

Hi @LaurieB67,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear that you're experiencing issues with your HP 6978 printer. Here are a few troubleshooting steps you can try to resolve the problem.

• Check the ink level: Ensure that the new black ink cartridge you installed has an adequate ink level. Some printers have an ink level indicator on the control panel or a printer software that displays the ink levels. Make sure the ink cartridge is properly seated in its designated slot.
• Remove and reinsert the ink cartridge: Turn off the printer and unplug it from the power source. Open the printer cover and carefully remove the black ink cartridge. Check for any protective tapes or covers on the cartridge and remove them if present. Then, reinsert the cartridge firmly into its slot until it clicks into place.
• Clean the printhead: If the ink cartridge is properly installed and the ink level is sufficient, it's possible that the printhead may be clogged. Most HP printers have a printhead cleaning utility in the printer software. Access the printer settings on your computer, locate the maintenance or tools section, and run the printhead cleaning or alignment function.
• Run a print head alignment: Misaligned printheads can also cause print quality issues. Look for the printhead alignment option in your printer's settings or utility software and run the alignment process.
• Check for firmware updates: Outdated firmware can sometimes cause compatibility issues with ink cartridges. Visit the HP support website and search for your printer model to see if there are any available firmware updates. If updates are available, follow the instructions provided to update your printer's firmware.
• Try a different ink cartridge: If none of the above steps work, it's possible that the ink cartridge you purchased is faulty. Try replacing it with a different black ink cartridge and see if the printer recognizes and prints with the new cartridge.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[LaurieB67]

Thanks for the feedback and the suggestions. I had already done all that you recommended, and just did it all again. We tried two brand new cartridges and even tried the old one again, in case the two new ones were somehow defective. Nothing we've done so far can make the black ink print. Any further ideas?

[Raj_05]

Hi @LaurieB67,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support