My HP Officejet j5780 all-in-one printer stopped printing red and yellow.

[JHM10]

My HP Officejet j5780 all-in-one printer suddenly stopped printing red.  Then after I ran a couple diagnostics it stopped printing yellow as well.  I had recently put in a new ink cartridge and had barely used it.  However,  just in case something was wrong with it I put in a new one.  I have run the troubleshooter.  I have checked the preferences and made sure the print properties are set to print color and have cleaned the cartridges., all without success.  I have seen this problem posted by others, but the answers either do not apply to my printer or are unsatisfactory and didn't resolve the issue.  How do I get my printer to print red and yellow so that I may print in color?

[sandytechy20]

@JHM10

Welcome to the HP support community.

I understand that red and yellow cartridges are not working, I am glad to assist you.

As you have tried all possible troubleshooting steps and the issue still persists.

This seems to be a cartridge issue,I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[JHM10]

First, thank you for responding.  For clarification it is not the yellow and red ink cartridges it is the yellow and red ink.  My printer has a black ink cartridge and a color cartridge.  With respect to the link you provided, it sent me to a page with options for instant ink, to buy phone support, ask the community, and virtual agent.  I have tried the virtual agent from several different angles and the community is where I posted the question to which you replied.  Any ideas on where to go from here?

[sandytechy20 · Accepted solution]

@JHM10

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[JHM10]

This issue is not solved.  I provided an identified HP contact with the requested information and have not received any response.