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HP 6962 Printer stopped printing color

HP Recommended
HP All in One 6962
Microsoft Windows 10 (64-bit)

I've had this printer for a while (apparently warranty expired 12/2017). It has worked well all along including most jobs currently. A couple weeks ago, I realized that it was not recognizing color printing. The black works just fine. I have run all tests (clean and align) and reports. Color printing in reports is not even attempted...blank areas only. These cartridges are nearly full and WERE printing color just fine. I have uninstalled and reinstalled/downloaded drivers etc. after finding that advice online. It hasn't helped.

I finally reached an HP rep by phone and was told it s a security issue and that I need to pay $149usd to get help. What ?!?!  I understand I can't get a repair under warranty because it has expired, but the printer is operating perfectly with this exception and shouldn't need service. I can scan in color but not copy or print. Please help.

HP Support Agent
HP Support Agent
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HP Recommended



Welcome to HP Community


I have gone through your Post and I appreciate all your efforts and expertise in troubleshooting this issue


Unfortunately this is a Hardware issue and the printer needs to be serviced


1) Click on this link - 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

I Am An HP Employee

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