New black ink cartridge will not print

[archivita]

I have a HP Office Jet 6978, it was recently low on ink. I replaced the XL black with a new genuine HP XL black ink cartridge, and the following day replaced the color ink cartridges. All products being genuine HP products.

Next thing I know, the black has stopped printing. This is the second time this happened. The first time it was under warranty and we managed to get it printing - mysteriously - no specific fix, after days of trouble shooting, the next day it just started working again. HP convinced me to keep the printer because it was working.

This time, I have tried every solution posted on the forum. I have tried cleaning heads repeatedly, cleaning the cartridge vent, etc.  I even tried a factory reset.  I've left it unplugged over night. The colors print fine, but nothing prints in black.

Last time this happened, I bought a second black cartridge and that did not solve the problem, so I don't want to do that again.

I am saddened to see how many people are having this same issue with the OfficeJet Pro 6978. There are many links to follow with solutions but none that specifically address this issue of black only.

Now that I have just spent over a hundred dollars on new ink cartridges, I want this problem fixed.

As another user stated "I think it's TERRIBLE that this appears to be a known issue and yet the only way to resolve it is to send it in and pay for something that is the manufacturers fault."

Has anyone had this issue solved that can tell me how to fix it?

Thanks

[Jay_G24]

Hi @archivita,

I'd like to help!

If you have already performed the steps from the document Black or Color Ink Not Printing, Other Print Quality Issues and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps!

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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