HP OfficeJet Pro 6968 All-in-One Printer is not printing color, has new cartridges installed

[MSimons8383]

HP OfficeJet Pro 6968 All-in-One Printer has had new color cartridges installed but will not print color on the output pages. How can it be resolved

[Nal_NR]

Hi @MSimons8383,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with the print quality. 

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Clean the printhead

• The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.
• CAUTION: Never turn off the printer without ink cartridges installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.
• On the printer control panel, open the Setup menu, and then touch Printer Maintenance or Tools.
• Touch Clean Printhead, and then touch Continue.
• After the cleaning completes, a Test Page prints.

• Examine the Test Page.
• If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.

Note: If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.

If the print quality is acceptable, touch Done.

Click here for the remaining steps

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”.

[MSimons8383]

I completed all the steps that you suggested. I also verified that the firmware was up to date. The color ink is showing in HP Smart app that it is being used but nothing is printed on any pages. This is the case with copies as well. Only black ink prints.

[Nal_NR]

Hi @MSimons8383 ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

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!