Brand new color cartridge - Cyan color won't print

[Val1978]

My color ink was low so I replaced it with an HP cartridge.  The Cyan color doesn't print at all.  The other colors (and black) are all fine.  I cleaned the cartridges, print heads, and aligned the printer.  Nothing worked.  HP "customer service" led me in circles with no real help provided.  I'd really appreciate any suggestions.

[Max3Aj]

@Val1978, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
Since you’ve already tried cleaning and aligning the printer, here are some additional troubleshooting steps that might help resolve the issue:

Check if the Cyan Cartridge is Genuine and Compatible

Ensure you are using an original HP 62 or HP 62XL color ink cartridge.

Perform a Printhead Cleaning (Multiple Times)

• Go to Printer Settings > Tools > Clean Printhead.
• Repeat the cleaning cycle 2-3 times if necessary, as it can take multiple cycles to clear blockages.

Print a Printhead Test Page

• Print a Print Quality Diagnostic Report from the printer menu:
• Setup > Tools > Print Quality Report.
• Check if cyan appears in the color blocks. If it's missing, it confirms a clog or cartridge failure.

Manually Clean the Printhead

• If the automated cleaning didn't help, try a manual clean:
• Remove the color cartridge.
• Dampen a lint-free cloth with distilled water and gently wipe the ink nozzles.
• Let the cartridge sit on a paper towel (nozzle side down) for 10 minutes before reinstalling.

Check for Air Bubbles

• If the cyan cartridge was shaken before installation, air bubbles might have formed inside.
• Remove the cartridge and give it a gentle tap on a paper towel to encourage ink flow.

Reset the Printer

• With the printer on, unplug the power cable from the back.
• Wait for 60 seconds.
• Reconnect and turn it on.
• Print a test page.

Try a Different Cyan Cartridge

• If possible, install a different (new or working) cyan cartridge to check if the issue is with the cartridge or the printer.

Check for Firmware Updates

• Go to HP Support and check for any firmware updates.
• Install updates if available.

I hope this helps. 

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! 

Max3Aj

HP Support 

[Val1978]

While I appreciate your response, Max3Aj, none of your suggestions worked and I tried them all multiple times - with the exception of putting in yet another new tri-color ink cartridge.  Since it seems to be an issue with the cartridge itself (which is a genuine HP cartridge), I would like to know how to go about getting a replacement for the damaged/defective cartridge.  I do not believe that I should have to buy ANOTHER new cartridge.

[Hawks_Eye]

Hi @Val1978 

 Max3Aj is away for now; however, I'm Hawks_Eye, and I'll be happy to help you out!

We sincerely thank you for your patience and co-operation during this troubleshooting process.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye