OfficeJet Pro 6978

[Jack3967]

Greetings,

My OfficeJet Pro 6978 stopped printing the color cyan. Replaced with a new cartridge and ran the printhead clean function. Also installed all latest updates and drivers. Tried the Virtual Agent. No luck. The printing of other colors is perfect.

Windows 10 - 64 bit OS.

The printer was purchased in 9/2017.  

Any assistance would be deeply appreciated!

Jack3967

[Dilip_18]

Hi@Jack3967,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing issues with the HP OfficeJet Pro All-In-One Printer.

I have a few recommendations 

• I would suggest removing the cyan cartridge. Turn it over and examine the area around the ink port.

• There are four orange plastic spots, left over from the protective cap.  Make sure these are flush with the cartridge body, if not carefully trim them flush.  If the plastic nubs protrude they can prevent the cartridge from seating properly.  Before replacing the cartridge in the printer dribble a few (maybe four) drops of hot water into the ink port in the printer and two drops into the ink port on the cartridge then snap the cartridge back in position.  

  It may also help to manually clean the printhead as described in the post here.

  I have also seen cases where leaving the printer overnight after the cleaning cycles allows the color to recover.

  If none of the above restores printing your printer will likely require repair or replacement.

Hope this helps! Keep me posted. 

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

[Jack3967]

Dear Dilip_18,

Many thanks for your assistance! I followed your directions and still no luck.  The printhead on my HP OFFICEJET PRO 6978 does not appear to be removable.  Am I correct?

This printer is only 5 years old and I was hoping to get more life out of it. All the other colors print perfectly. Before this, I had an EPSON inkjet and that turned out to be a piece of junk. HP is supposed to build more reliable products, yes?

Kind regards,

Jack3967

[Dilip_18]

Hi@Jack3967,

Thank you for responding, I appreciate your time and effort.

I apologize for the Inconvenience. Going forward, we are going to take steps to ensure that this situation does not happen again. 
 

On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon . Swipe up on the display, and then touch Printer Maintenance. Touch Clean Printhead, and then touch Continue. A test page prints. Examine the test page.

If the error persists, I'm afraid this is a hardware issue with the printhead. The printhead in this printer is non-removable.

If the printer is out of warranty, I suggest you upgrade the printer. You may visit HP Store to check the available printers.

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

Have a great day!