HP Office Jet Pro 6960 - Black Ink Not Printing

[PV2021]

Hi,

We have an Office Jet Pro 6960, we use the HP Instant Ink Program on a monthly basis to receive new, genuine cartridges. The printer itself has stopped printing black ink completely, not even a smudge despite the ink level still being high. 

The printer has done this before, with no obvious fix other than replacing the cartridge. 

I can see that the cartridges come under warranties, and with no obvious fix perhaps it is a faulty cartridge, but it has printed on this cartridge at some point, but it has given up?

Any ideas would be appreciated.

[Jay_G24]

Hi @PV2021,

 I'd like to help!

To assist  better-

1) Are you able to make black copies?

2) What's the application you are trying to print from? Have you tried printing from a different application or devices? 

While you respond to that, let's print a Print Quality Diagnostic page -

1. Load plain white paper in the input tray.

2. From the printer control panel, open the Setup  menu.

3. Open the Reports or Tools menu.

4. Touch Print Quality Report.

Post the Print Quality Diagnostic page here so we can help you further. 

You may also refer to this document with steps to fix " Print Quality Issues" issue applicable for your printer - Black or Color Ink Not Printing, Other Print Quality Issues

 Try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Also,please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community

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!

[PV2021]

Hi,

Thank you for your reply, I have been able to contact someone over the phone who is replacing the Black Cartridge to eliminate a possible faulty original, we'll replace this and see what happens. However to answer the below questions should the replacement cartridge not work:

1) It will not copy in black/white, page prints blank

2) Printing documents from the computer, prints colour but not black at all

Any test pages or quality reports do not show any black ink, it's just colours. 

[Jay_G24 · Accepted solution]

I am glad you have identified the issue.

I'm sure the replacement will resolve the issue.

 If you need further assistance feel free to reach out to us.

Have a great day ahead!

Please click “Accepted Solution” on my public post 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!