HP Officejet Pro 6978 - cyan has stopped printing (with new ink cartridges)

[PrintPls]

Cyan has totally stopped printing

- tried with 2 different new ink cartridges, not an ink level/cartridge issue

- run print head cleaning multiple times.  The "ABC" test sheet prints with only 3 sets of color bars which come out purple/pink, red/orange and yellow.  There is no blue bar to the left which I think is expected and the yellow bars are supposed to be green.

- printer alignment sheet prints in all black & white no color

[Nal_NR]

Hi @PrintPls,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with your printer not printing color.

Try updating the firmware. Click here

If you have performed all the steps from this document and still having issues, I recommend you contact phone support for more options.

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”.

[PrintPls]

tried the firmware updater and it said there was no update for this printer

tried everything in the document - multiple times on printhead cleaning and 2 different new cartridges etc

I can call support but won't it be the same conversation we are having here.

seems clear that cyan is not working at all, and it's some sort of internal issue - is there not some way to diagnose this, whether it's hardware (i.e. printer is broken) or something in software

[Nal_NR]

Hi @PrintPls ,

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

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!

[PrintPls]

Called HP support, as suspected it was a waste of time they were not able to offer any more detailed diagnostic or resolution.  conclusion at this point is the printer is broken and out of warranty so I guess I'll print in black and white for a while and decide on a replacement.

[Nal_NR]

Hi @PrintPls,

We apologize for the inconvenience.

I also appreciate your time and patience.

Feel free to ask your queries in the future

It was a pleasure assisting you. You have a good day ahead