Cyan not showing up on test sheet when cartridge is brand new

[TexasAggieMaMa]

I have a HP OfficeJet Pro 8710 All in one Printer Wireless Printer.   I had a Cyan cartridge that was fairly new and still has ink in it when you shake it, but when I do a test page, it shows no Cyan color.  Test for Printheads and alignment comes up clean and I did that twice.  I put in a brand new HP Cyan cartridge and the test page failed again.  Can anyone offer an explanation of why the Cyan is showing up full in ink setting but fails to show up on Printhead test while the other colors are there?

[Nal_NR]

Hi @TexasAggieMaMa,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are facing issues with the color printing. 

Are you able to make a copy from the printer?

In the meantime, let's try these steps here: 

• Remove all the ink cartridges and then try to perform a hard reset on the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.
• Now insert the ink cartridges and then try to print a test page and check if it works.
•  
• Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

You may refer to this document for further assistance. 

Update the firmware. Click here

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[TexasAggieMaMa]

I wrote earlier about a problem with my HP 8710 All in One printer.   I put in a new Cyan, Yellow and Magenta cartridges and ran the print clean twice and print alignment once.  The test sheet is still showing no Cyan blocks.  In the meantime, my Cyan ink is running down.  I did the suggestions of unplugging power cord, taking out cartridges, unplugging at wall and restarting and that didn't help.  The alignment is perfect, and I have done at least 4 printhead  cleans.    Any other suggestions?

[Nal_NR]

Hi @TexasAggieMaMa,

Remarkable patience was shown. It is immensely appreciated.

This might require one-on-one interaction to fix the issue via remote assistance.  

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!