HP Envy Inspire 7955e does not print in color after cartridge change

[dianekscott]

Was printing successfully in color, got low ink alert, replaced with Genuine HP color Cartridge, received correctly installed status but will not print in color now. After troubleshooting many items, tried another new HP  Cartridges  with both no printing results.

Rebooted both PC and printer. Tried printing in both Word and Excel programs.

1. Checked Printer Settings and Program that it is set to color.
• Print in grayscale is unchecked
2. Checked HP Ink Cartridge Installation and checked protective tape was removed.
3. Checked Ink Levels are full in the app.
4. Ran the Printer's Cleaning Cycle several times over multiple days.
5. Aligned the Printhead several times over multiple days.
6. Ran print quality diagnostic reports on 3 cartridges:
• 64 - Printed no color
• 64 XL - Printed yellow color only
• Depleted cartridge - Printed Cyan, Magenta (no yellow)
7. Ran printer status reports on 3 cartridges:
• 64 – estimated ink level printed no color
• 64 XL – estimated ink level printed the yellow color only
• Depleted cartridge (original with printer?) – estimated ink level printed magenta and cyan color (no yellow)\
8. Removed printer and reinstalled

It would seem like it may be a cartridge error since original cartridge prints, but Ink will come out of new Cartridges if placed on wet paper towel. I don't have the receipt to return (even if store will take it) and don't want to purchase another cartridge.

[Max3Aj]

Hi @dianekscott, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
You've already done thorough troubleshooting, and based on your findings, it does seem like a cartridge-related issue, but there could be other factors at play. Here are a few more steps to try:

Additional Steps to Fix the Color Printing Issue:

Check for Clogged Nozzles More Thoroughly

Even though ink comes out when placed on a wet paper towel, the nozzles may still be clogged inside the printer. Try this:

• Dampen a lint-free cloth with warm distilled water.
• Gently press the printhead area (not the contacts) of the color cartridge for 10-15 seconds.
• Let it air dry completely before reinserting it into the printer.
• Try printing a test page.

Force a Color Print Test

Some printers default to black & white even when settings are correct. To check if the printer can print in color at all:

• Print a nozzle check pattern:
  • Open the HP Smart App > Printer Settings > Print Quality Tools > Print Diagnostic Page
• If the printer skips colors on the page, the printhead might need deep cleaning.

Reset the Printer

Sometimes, the printer retains incorrect ink information. Do a full reset:

1. Turn off the printer.
2. Unplug it from power and wait 2-3 minutes.
3. Hold down the Power button for 30 seconds while unplugged.
4. Plug it back in and turn it on.
5. Try printing again.

Bypass Cartridge Authentication

Sometimes, printers can fail to recognize new cartridges properly:

• Go to Printer Settings on your PC and look for Cartridge Protection settings.
• If HP Cartridge Protection is enabled, disable it and restart the printer.

Test a Print Using a Different Application

Since you've tried Word and Excel, try printing from:

• Paint (MS Paint) – Open an image and try printing.
• Google Chrome or PDF Viewer – Sometimes, drivers act differently across applications.

Use a Different USB Cable or Network Connection

• If you're using a USB cable, try a different port or cable.
• If using Wi-Fi, switch to USB or Ethernet and test printing.

Printer Firmware Update

HP printers sometimes have firmware updates that affect cartridge recognition.

• Open the HP Smart App > Check for Firmware Updates.
• If an update is available, install it, restart the printer, and test printing again.

I hope this helps. 

Take care and have a good day. 

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! 

Max3Aj

HP Support 

[dianekscott]

In the original message, I did Print Diagnostic Page with 3HP cartridges with different results:

New 64 - Printed no color (app shows all colors full)

New 64 XL - Printed yellow color only (app shows all colors full)

Depleted cartridge - Printed Cyan, Magenta (no yellow)

Checked for clogged printer heads.

I did reset the printer previously,  but didn’t mention it in my original message.  I did it again today.

The setting for HP Cartridge Protection has always been “Off”

I have printed a photo, Paint and PDF files.

There is no firmware update available.

I am using Wi-Fi and don’t have a USB cable so this is the only thing I was not able to try.

It seems a cartridge issue, but since I have tried 2 new ones, I don't want to purchase another to test out that theory!

[Max3Aj]

Hi @dianekscott, Thank you for your response. 

Since you've already done extensive troubleshooting and ruled out print settings, firmware, and printer clogs, it's highly likely that the issue lies with the new cartridges or how the printer is recognizing them.

Key Observations from Your Testing:

• New HP 64 (Standard) – Prints no color at all
• New HP 64 XL – Prints only yellow
• Old (Depleted) Cartridge – Prints cyan and magenta, but no yellow

This strongly suggests that your printer is capable of printing color, but the new cartridges are either:

1. Defective (even if unlikely with two different ones).
2. Not making proper contact with the printer's printhead.

Next Steps to Fix the Issue:

1. Deep Clean the Cartridge Contacts

Since your printer still prints with the depleted cartridge, there might be residue or a weak connection affecting the new ones. Try this:

• Turn off the printer and unplug it.
• Remove the new color cartridge.
• Use a lint-free cloth and isopropyl alcohol (90%+ if available) to gently clean:
  • The gold contacts on the cartridge.
  • The printer’s cartridge slot contacts.
• Let everything dry for at least 10 minutes before reinserting the cartridge.

2. Perform a Hard Reset Again (This Time a Full One)

Since you've done a reset, try this deeper reset method:

1. Turn off the printer and disconnect from power for at least 5 minutes.
2. Press and hold the Power + Cancel button for 30 seconds.
3. Plug it back in and turn it on.
4. Insert the old depleted cartridge first.
5. Print a test page.
6. Now swap in the new color cartridge and print again.

3. Force the Printer to Recognize the New Cartridge

If the printer is stuck on old cartridge data, you can try to "trick" it:

1. Insert an empty or old cartridge first (let it be detected).
2. Remove it and insert a new one.
3. Try a Printhead Alignment and Clean Printhead cycle again.

4. Test Another New Cartridge Without Buying

Since buying another cartridge isn't ideal, do you have access to a different HP 64 cartridge from someone else (friend, office, or store demo unit)? Testing a known working cartridge could confirm if the issue is:

• Cartridge-related → If the borrowed cartridge prints color, the two new ones are defective.
• Printer-related → If a borrowed cartridge also doesn’t print properly, then the printer hardware (printhead or ink delivery system) is failing.

If our solution hit the spot, please click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left as that would make our day! 

Take care, and have an incredible day ahead! 

Regards, 

Max3Aj
HP Support 

[dianekscott]

Followed the steps (but only had 70% alcohol).

Ran print quality diagnostic reports on 3 cartridges:

• 64 - Printed no color
• 64 XL - Printed yellow color only, BUT quality was worse
• Depleted cartridge - Printed Magenta only (barely) bc getting more depleted.

Ran Align Cartridges

Ran Clean Printhead – but now that will not work (stays in cleaning status for over 20 mins).  Had to turn off printer and also did a power reset. Tried several times but will not work today.

Also, found an used cartridge from my previous printer replaced 3 months ago and it will not print in color despite showing 1/4 full. 

At this point, I think the problem might be printer - it is only 3 months old.

[Max3Aj]

Hi @dianekscott, Thank you for your response. 

Could you please help us with the serial number of the device and your country over the private message. 

Need help finding your product number? No worries! Check out this handy guide: 

https://support.hp.com/in-en/document/ish_2039298-1862169-16 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

Regards, 

Max3Aj