NEW 902XL Cyan and 902XL Yellow NOT PRINTING on Office Jet Pro 6968

[PtownTony]

I purchased all new 902XL HP cartridges. After installation, only Black and Magenta were printing. I tried cleaning printhead several times, then I used printhead cleaner to flush any dried ink possibly clogging the printing, all to no avail. Expensive as they are I'm going to reorder those colors and see if that's the problem. Also, I've never tried XL color cartridges, only black, and I wonder if that's the problem. The Magenta and Black are both from Malaysia  and seem fine.                          

[A_Gayathri]

Hi @PtownTony,

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP Office Jet Pro 6968 NEW 902XL Cyan and 902XL Yellow NOT PRINTING. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Does the copy print out the same way? 
• What's the application you are trying to print from? 
• Have you tried printing from a different application or device? 

While you respond to that, let's print a Print Quality Diagnostic page -Post the Print Quality Diagnostic page here so we can help you further.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating the printer firmware. 
• follow the troubleshooting steps HP OfficeJet 6900 Printers - Black or Color Ink Not Printing, Other Print Quality Issues

You may also refer to this document with steps to fix the " Print Quality Issues" issue applicable to your printer -  Print Quality Issues

Hope this helps! Keep me posted. 

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