New HP Ink Cartridge Not Printing Cyan

[T_WW]

Installed new 64 Tri-Color HP ink cartridge and the test page will not print Cyan. I have cleaned the printheads multiple times, reinstalled the cartridge, rebooted the printer, checked the ink level (appears full), and it will not print Cyan. The test page prints yellow, magenta, and black only. No errors detected on screen. The cartridge has an expiration date of a year from now. I believe to have a defect cartridge and need assistance in replacing. Thanks!

[A_Gayathri]

Hi @T_WW,

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP ENVY Photo 7155 All-In-One Printer 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. 
• click here and follow the troubleshooting steps HP ENVY Photo 7100, 7800 printers - Color or black 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. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[T_WW]

Hi Gaya, thank you for your response. The cartridge is genuine HP, the firmware is current, I've removed power for several minutes, cleaned the print heads multiple times, and receive the same results. I'm not printing from an application. I installed the cartridge and immediately cleaned the print heads with the diagnostic page absent of Cyan. Below is a scan of the diagnostic page. Greatly appreciate any further assistance. 

[T_WW]

@gaya1239 Anything further I can do to obtain a replacement cartridge?

[T_WW]

Hi Gaya1239, can you further assist with a replacement cartridge? I've responded to your inquiries in previous replies. Thank you!