Black Ink Not Printing

[Kelbell557]

I HATE HP!!!  There is NO telephone number to speak with an actual person.  If your product is out of warranty, you mean nothing and they will not help you.  I used to love my printer. I have been homeschooling and my black ink was low. I used it until it was printing lightly. I changed all of my ink cartridges with the ink I received from the instant ink program.  The color is working fine.  The Black ink is gone.  Nothing prints that is black.  Blank pages print out.  I changed the brand new XL black ink cartridge and same thing happened.  These cartridges are not cheap.  I tried to see if it was clogged and clean it out.  Still nothing. I am beyond frustrated.  I need my printer and every time I have to print another test page, all of my ink is going down.  Except for the black ink.  The cartridge is still heavy.  The ink is visible.  Yet it won't print. If HP won't provide a phone number to help me, please oh please help me get this machine to work before I throw it!  HP OfficeJet Pro 6978.  Ink is K902 XL

[aguise]

I have been trying for the last 4 days to print off my HP ENVY 5032 All-in-One Printer using macOS Catalina 10.15 on my Macbook Pro. I have loaded a new driver, uninstalled and completely re-installed my printer. I have replaced the black ink but black does not register when I print, only very pale colour. If I try to print in black only nothing prints. I also tried printing from my ipad but it was the same. It is still under warranty, until Jan 2021. It was printing fine one day and developed a fault the next. I need to use it quite urgently. I can't think of anything else to do. Very frustrating. Twitter is usually a good way to get their attention as they don't like the bad publicity. 

[kattykatty]

I wonder too, should i throw my printer out? There is no phone number, the automatic agent doesnt help to resolve my problem, i think it may caused by dried ink...but how to clean it.. i check youtube videos but the solution won't work for me, i feel bad to throw it out to be honest.

[Kelbell557]

I agree. It's a perfectly good printer, I just need someone to help me get the ink to work. I really don't want to throw it out, just like you said! I ended up buying another cheaper printer and am hoping to print what I need now, use their support off of this machine, and then return it.  Such a waste of time and money.  HP is doing it wrong.

[Kumar0307]

@Kelbell557, Welcome to the HP Support Community!

This looks like an issue with the printhead of the printer as you have already used 2 black ink cartridges and the issue persists.

Check the ink levels, clean the printhead up to 2 times, and print a test page as shown in this document - Black or Color Ink Not Printing, Other Print Quality Issues

If the issue persists, please reach out to the HP Support in your region regarding the service options for your printer. 

If the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other 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!

Have a great day! 

[punkyrudeboy]

HP Office Jet 3831 All in one printer - 2 years old

Your answer isn't an answer. I have the same issue as the OP. I have gone through all the troubleshooting with no change - still no black ink. You're basically saying that there is no support other than replacing the printer with a new one. If that is the case, I will not be replacing the printer with an HP one.

[aguise]

Unfortunately the printer  will not print in black. If you remove the black cartridge and put the cartridge flap down it will print black with the colour cartridge. I found this out from speaking with the support team. Luckily my printer is still under warranty. They claim to be sending me a new printer. I would never buy another HP printer again. 

[hankmarvin]

It seams odd to force existing customers whose products were sufficiently well engineered to live beyond warranty to have to pay a support fee to get access to information that HP well knows and could make publicly available on its site.  You list the exact problem I have where the Black rectangle in the Print Quality Diagnostic has no shades of black whatsoever inside it, like there is no blank ink whatsoever being transferred from the cartridge to the paper through the print head and printer - but you don't list a cause for this - unlike the other images possible showing potential clogging etc.  Its clearly not the print head being fully clogged, as you would expect some ink to come through unless the printer is engineered to stop printing from a cartridge in certain circumstances (what I suspect is happening in this case).  In my case, two genuine HP cartridges, so thats not the cause here (unless there is a problem with the latest cartridges being slightly different and the printer not properly recognising them co-incidentally happening after the first had some separate problem because it worked for the first 70% of ink inside it).  I've re-installed software (so its not that), factory reset the printer, tried a firmware update (the utility says I am on the latest one), so its either electrical contacts or some other aspect of the printer detecting a problem and responding by saying "stop this black cartridge".  I guess you could say this requires a printer engineer to resolve and you want the revenue for that.  I've cleaned the print head, and I've detected a wealth of black ink dried up in the parking bay for the print head, which I've also cleaned and removed - including from the rubber which I am guessing seals the cartridges when they are parked (I say guessing, because you don't publish this anywhere online from what I can see).  You have engineers, they must repair printers in warranty all the time - if you published a "these are the things we check and would fix", you might sell some spare parts we could use to do that ourselves, or pay you to fix it instead if it looks beyond our capabilities, but I really don't want to pay a support fee to find that out, and clearly you have very upset customers in this situation (I am in no way alone from what I read), who do exactly what you would prefer and buy another printer (and many of them not an HP one because of the stance you take which they find not customer friendly).  I doubt its commercially in your interest to take this stance in the round, and guess your customer satisfaction and revenue would improve if you published what you do.  For those of us beyond warranty, we're not breaking a warranty by attempting this (if we feel capable).  While I guess you would tell me that you would recycle parts of a printer I returned to you - with perfectly good display, wireless components etc. that has a cost, and if we can fix these things ourselves, that avoids that recycling cost and helps do your bit to save the planet.  Will you reconsider your stance here, and publish the process your engineers would take - I am guessing they follow a process and you have training materials already that you could publish if you chose to classify them as public domain - and some of us can follow instructions or will look and choose instead to ask you to do it - the barrier here, for me at least, with my printer beyond warranty, is that you will charge me support fee to determine what to do (and likely won't actually get to a proper diagnosis at that level and wait for an engineer to look at it after I send it to you and am then without printer for a period of time).  I don't want to waste your time, or mine, or pay for something when I could follow a web page that explains step by step - and then select parts to order to enable me to repair, or consider it too hard and return for you to repair with a greater certainty of the parts causing the problem - or make a more informed decision of "return for repair vs buy new if its an expensive part".  I hope that makes sense, and look forward to a response.

[Kumar0307]

@punkyrudeboy

If the printer is out of warranty, then yes, I'm afraid there is no other option if you have already used more than 1 black ink cartridge. 

Keep me posted for any other assistance.

[punkyrudeboy]

The printer is out of warranty but is STILL on its first cartridge, therefore HP should do something about this. I do find it strange that so many people report this issue once the warranty has ended, as if it may be engineered that way...