HP 6960 print head cleaning has gone on for over three hours

[Mitz51]

I purchased this printer/scanner/copier/fax machine two years ago to use in a seasonal business. It has been very lightly used for no more than two months because of the pandemic. It has worked fine until now.

Suddenly today it would not print the color blue even though all ink cartridges show as being at least four-fifths full. So I performed an initial print head cleaning. No change. Then I initiated a second print head cleaning. That was more than three hours ago.

I need to use this machine, but I can't perform the hard reset recommended in one response to someone with a similar problem, because you're not supposed to interrupt the maintenance process in progress.

Is there a safe way to interrupt the maintenance process?

Thanks

[Kumar0307 · Accepted solution]

@Mitz51, Welcome to the HP Support Community! I’m here to help.

I understand the printer is stuck in the printhead cleaning process. As it has been more than an hour, the only way is to perform a hard reset.

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Now, check the print quality by printing a color document. If the issue persists, try using an alternate Cyan ink cartridge if available.

Make sure you have tried the steps mentioned in this document - Black or Color Ink Not Printing, Other Print Quality Issues

If the issue persists, it could be a hardware issue. Please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

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! 

[Mitz51]

Thanks for replying, Kumar0307. I finally took a chance and performed the hard reset four days ago, because I needed to use the printer then. After performing another garden variety print head cleaning, I got blue back.

[Kumar0307]

@Mitz51

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!