Hello! I have an OfficeJet Pro 6978 here in my office. There are only two of us who use it. It is connected to the network and used wirelessly. We have been using it for at least four years, as my boss moved into this office in early 2018. Previous to this, we have had no issues with ANY of the color or black printing. We also currently have a non-HP black installed (they were sent to us, but we usually use HP), but all color cartridges are authentic HP cartridges.
We are having no issue with black or yellow. The magenta is... occasionally iffy. However, our cyan is refusing to print. We put in a new cartridge and it must've had a leak because we installed it on Wednesday of last week when we started working on this, and now it is Monday and we've only been printing in Black except when doing test prints, diagnostic pages, alignment pages, etc.
I have done pretty much everything in troubleshooting and online forums. I've uninstalled and reinstalled. I've cleaned the printer heads underneath, on top, and using the printer clean functions. I've done troubleshooting with Smart HP, HP Print and Scan Doctor, and through the HP support website. I've updated drivers (which were already up to date). I'm losing my mind and have literally run out of all options except taking it in to fix. Any suggestions?
Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".