OfficeJet Pro 6978 does not print any red; tried Align and Clean tools multiple times; new HP ink

[moreredpls]

OfficeJet Pro 6978 does not print any red, all other colours print fine. I have tried the Alignment and Clean tools multiple times (at least 3 times). The cartridges are all new HP ink, also the printer incorrectly shows the ink levels as low for all.

[Sneha_01]

Hi @moreredpls,

Welcome to HP Support Community.

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

It sounds like you've already taken several steps to troubleshoot the issue. Here are a few additional steps you can try to fix the problem with your HP OfficeJet Pro 6978 not printing red:

Step 1: Check Ink Cartridges

1. Verify Cartridge Installation:
   • Ensure that the red ink cartridge is properly installed in its slot. Remove it and reinsert it to ensure a proper connection.
2. Check for Protective Tape:
   • Make sure you have removed any protective tape or packaging from the cartridge's vent area and nozzles.

Step 2: Clean the Printhead Manually

1. Access Printhead:
   • Open the printer's top cover to access the printhead.
2. Remove Ink Cartridges:
   • Remove the red ink cartridge from the printhead.
3. Inspect Printhead:
   • Look for any buildup or residue on the printhead. It may appear as dried ink or debris.
4. Clean Printhead:
   • Use a lint-free cloth lightly dampened with distilled water to gently wipe the printhead. Avoid touching the nozzles.
5. Reinstall Cartridges:
   • Once the printhead is dry, reinstall the red ink cartridge and close the printer's top cover.

Step 3: Run Printhead Cleaning

1. Use Printer Software:
   • Access the printer's software on your computer.
   • Look for the option to run a printhead cleaning or maintenance cycle.
   • Follow the on-screen instructions to start the cleaning process.

Step 4: Perform Deep Cleaning

1. Access Printer Settings:
   • On the printer's control panel, navigate to the Settings or Maintenance menu.
2. Deep Clean Printhead:
   • Look for an option to perform a deep cleaning or printhead maintenance.
   • Select the option to initiate a thorough cleaning cycle.

Step 5: Reset the Printer

1. Power Cycle the Printer:
   • Turn off the printer and unplug it from the power source.
   • Wait for about 1-2 minutes, then plug it back in and turn it on.
2. Perform a Hard Reset:
   • Refer to your printer's manual for instructions on how to perform a hard reset. This may involve holding down specific buttons or sequences on the printer's control panel.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[moreredpls]

Hi Rachel- the printer does not have a "Deep Clean" option, just "Clean Printhead" and "Align Printhead".

[Sneha_01]

Hi @moreredpls ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[moreredpls]

thanks. I purchased a new Canon.