Cyan ink not working for OfficeJet Pro 6978

[StephanyG]

My cyan ink isn't printing. I thought maybe it was the old cartridges so I ordered new HP ones.  The other colors work fine and so does the black but not the cyan. I have troubleshot, chatted with hp assistant, read other forums, and youtube solutions. I have restarted, cleaned, updated firmware x15, and finally subscribed and bought instant ink. After learning it wouldn't get here in time I overnighted new HP ink. After all of this, still no luck.  The other question that matched mine ended with an HP person contacting them directly so I was not able to copy the same solution. Please Help!

[VikramTheGreat]

Hi @StephanyG,
 

Welcome to the HP Support Community.
 

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

Thank you for reaching out to HP Support, and I sincerely appreciate the detailed steps you've already taken to resolve the issue. I understand how frustrating it must be to have cyan ink not printing even after replacing cartridges, performing extensive troubleshooting, and even subscribing to HP Instant Ink.
 

Let’s try to move forward with the most effective remaining solutions.

1. Run a Printhead Cleaning (Multiple Times)

Even if you've done this before, HP recommends running the cleaning cycle up to 3 times:

• On the printer control panel:
  • Go to Setup > Printer Maintenance > Clean Printhead.
  • Run the cleaning cycle.
  • Print a Print Quality Diagnostic Page.
  • If cyan is still missing, repeat up to 3 times.

If cyan still doesn’t appear after 3 cleanings, do not continue—it may worsen the issue

2. Check Ink Flow (Manually)

• Remove the cyan cartridge.
• Gently press a lint-free cloth or paper towel against the ink nozzle.
• You should see a cyan ink blot. If not, the cartridge may be clogged or defective.

3. Inspect the Printhead

• Remove all cartridges.
• Lift the latch and remove the printhead assembly (if accessible).
• Gently clean the cyan nozzle area with a damp, lint-free cloth.
• Reinsert the printhead and cartridges.

4. Update Firmware (Again)

Even if you’ve done this, HP recently released critical firmware updates for ink system issues:

• Visit: HP OfficeJet Pro 6978 All-in-One Printer Software and Driver Downloads | HP® Support
• Download and install the latest firmware.

5. Try a Printhead Reset (Advanced)

If the issue persists:

• Unplug the printer while it’s on.
• Wait 60 seconds.
• Plug it back in and hold the power button for 15 seconds.

This can sometimes reset internal ink system sensors.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[StephanyG]

Thank you for responding. Unfortunately, it did not work.  I even followed your instructions exactly, just in case the order mattered. Except for the printhead but this model is not removable. ( I previously researched that options and learned it does not come out)  What else can I do?

[VikramTheGreat]

Hi @StephanyG,

 Welcome to the HP support community.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[StephanyG]

UPDATE: The private message led nowhere. I had to wait days for a private message response just to say there's nothing more that could be done from here and to call tech support. It would have saved so much time to say that from the beginning.

If you're having similar issues, don't waste your time here and just call. I will add another update after the call

[VikramTheGreat]

Hi @StephanyG,

Thank you for your response,

Is there anything else that I can help you with today?

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!

Take care and have a great day ahead!

VikramTheGreat

HP Support