Color printing problem

[AnnieM79]

HP Office Jet Pro 6978, 3+ yrs old

For sometime the blue ink cartridges have not worked--all other color work fine.  I believe the problem started when we received a new batch from Instant Ink program; the blue did, not work.  I called, sent defective cartridge(s) back.  I purchased a new cartridge from Staples and it seemed to work all right; but the II messaged me I was not using their cartridges, blah, blah, blah.  I immediately removed the non-HP cartridge and inserted a new II blue.  It has gotten so bad now, even with brand new cartridge(s) installed, BLUE does NOT print at all.  Used HPDoc; cleaned heads, tried the "..alignment" procedure.  It came out in shades of black and gray, BUT the printer could not scan it.  I just spent hundreds of dollars on the laptop; I really don't want to buy another plan for the printer--guess I have to buy a new printer if this problem can't be fixed.  Please let me know if you have a solution.  Again, it is only the blue color that does not print.  Thank you for your time.  

[Jay_G24]

Hi @AnnieM79,

I'd like to help!

I understand you are unable to print in cyan.

If you have already performed the steps from the document Black or Color Ink Not Printing, Other Print Quality Issues and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps!

And, Welcome to the HP Support Community. 

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