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‎01-09-2022 12:59 PM

HP Recommended
Product: OfficeJet Pro 6978
Operating System: macOS 11.0 Big Sur

I have cleaned the printer heads and changed the cartridges twice, but the printer will not print. When I cleaned the printer heads, the machine printed the color code page (there was no black on the page). I tried to align the printer, but because the colors are not correct, the printer couldn't read the scan. This is a wireless connection. The printer just "prints" blank pages.

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14 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎01-12-2022 06:59 AM

HP Recommended

I recycled this printer and bought a new one. Too expensive to repair.

View solution in original post

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9 REPLIES 9

‎01-09-2022 02:23 PM

HP Recommended

Hello @GCChavez .
Check that the ink levels are not low.
The cartridges are not refilled, if they are not refilled, you can do the following:

Update the printer firmware:
https://ftp.hp.com/pub/softlib/software13/printers/ojp6970/2109/OJP6970_2109A.dmg

 

You can perform the cleaning up to 3 times:
a. Load unused plain white letter, A4 or legal size paper in the input tray.
b. On the printer control panel, touch or scroll down the tab at the top of the screen to open the panel, then touch ( the screen to open the panel, and then touch ( Configure ).
c. Touch Printer Maintenance , select Clean printhead , and then touch ( Configurate ).

Then align the head:
a. Load unused plain white letter, A4, or legal size paper in the input tray.
b. On the printer control panel, touch or scroll down the tab at the top of the screen to open the panel, and then touch (Setup ).
c. Touch Printer Maintenance , select Align Printhead, and then follow the on-screen instructions.

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-09-2022 03:28 PM

HP Recommended

Hi,

The ink levels are not low. I have replaced the ink cartridges with new cartridges twice. I did this thinking the package may have been old or damaged, so I bought an entirely new package of cartridges ($$$$, I know).

 

I have cleaned the printer twice. I followed instructions for the first 3-clean, and then waited 30 minutes and performed the second 3-clean.

I have tried to Align my printer, but since I am not getting all of the colors or black (only blue prints out), the printer will not align.

 

I clicked on the link you sent and I got this message:

The Firmware Updater does not contain upgrades for your device. 

Any other advice?

1 person found this reply helpful
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‎01-09-2022 03:30 PM

HP Recommended

@GCChavez .

  1. Open the cartridge access door or lid.

    • If the carriage moves to the center of the printer, continue with these steps.

    • If the carriage does not move to the center of the printer, close the access door or lid. Disconnect the power cord from the printer and power source, wait 60 seconds, and then reconnect the power cord to the printer and a wall outlet. Turn the printer on, and then continue with these steps.

  2. Remove the cartridges.

  3. With the printer turned on, disconnect the power cord from the printer.

  4. Unplug the power cord from the power source.

  5. Wait 60 seconds.

  6. Reconnect the power cord to a wall outlet and the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  7. Turn the printer on.

  8. Reinsert the cartridges, and then close the cartridge access door or lid.

  9. Follow the steps to align the printer, if prompted.

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-09-2022 03:45 PM

HP Recommended

Hi,

Unfortunately that did not fix the problem. It is still "printing" blank sheets of paper.

 

Any other advice?

 

Thanks!!!

2 people found this reply helpful
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‎01-09-2022 03:47 PM

HP Recommended

@GCChavez .

Have you checked if any error messages are displayed on both your PC and printer?

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-09-2022 03:56 PM

HP Recommended

Hi,

There are no error messages, which is what makes this so frustrating. My laptop is the only device connected to the printer, so I know it is not showing an error elsewhere. The printer doesn't show any errors after printing.

 

I did check the cartridge levels and they are down considerably. I don't know if that is from all of the cleaning of the cartridges that I've done today or if there is another issue.

 

I've ordered new cartridges from HP (I bought the others at Office Depot), so we'll see if that is the issue.

 

Thanks again for your help.

 

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‎01-09-2022 04:00 PM - last edited on ‎01-13-2022 06:36 AM by Retired

HP Recommended

@GCChavez .

Reset the printing system from your Mac:
https://www.youtube.com/watch?v=fd_aYuvLuTU 

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-10-2022 03:14 PM

HP Recommended

Hi,

I reset the printer. When it printed the report, nothing printed. Again.

Now it says there is a problem with the printhead! This is the first time that message has appeared.

I am about ready to get rid of this printer.

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‎01-12-2022 06:59 AM

HP Recommended

I recycled this printer and bought a new one. Too expensive to repair.

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