Ink cartridge failure

[faustine2]

I tried putting in a non HP ink cartridge which would not print on my OfficeJet Pro 6978 because it’s so much cheaper. I then replaced it with a new HP ink cartridge and now it still is not printing. The printer will go through the motions but nothing comes out on the paper. Looking for guidance. 

[Irfan_06]

Hi @faustine2,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with your printer that has an ink cartridge error.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[faustine2]

Hi Irwin6- thank you for your reply. I’ve tried your power down steps several times to no avail. Do you think purchasing a print head cleaning kit may help? Thank you.

[Irfan_06]

Hi @faustine2,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Were you able to follow the rest of the troubleshooting steps shared?

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[faustine2]

Yes I reset the factory settings. I took the other steps you suggested. What finally worked was purchasing a printer head cleaning solution and flushing it out. I gave it 24 hours after doing it and then it started printing the black ink again. 

[Irfan_06]

Hi @faustine2,

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts in contacting HP community support and If you need further assistance feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support