Officejet Pro 6960 won't print color, cleaning "failed."

[Sundance1]

My color print on Officejet Pro 6960 was getting spotty, so I did a cleaning. The yellow and blue cartridges did not print cleanly. I did a second and third level clean with no improvement. Just in case it was a problem with the cartridges, I changed them - still no improvement. I tried to align the printheads, but since the blue won't print, I could not get a decent enough alignment page for the printer to scan. Now when I try to clean it, I get "cleaning failed."

I read answers for "cleaning failed" and tried the hard shut-down, but there was no change. Help! I am in the middle of a big project, it's Friday afternoon and I live 60 miles away from a decent-sized city that has a print shop or any repair place.

[sandytechy20]

@Sundance1

Welcome to the HP suport community.

Did you make a copy and check if that prints fine?

Which operating system is installed on the computer to which this printer is connected?

[Sundance1]

Windows 10.

[Sundance1]

And yes, it prints fine on another printer.  It also prints fine in black and white. I have also printed several other documents; the black and whites do fine, the color is streaked. It seems to be the cyan and yellow cartridges. I also tried aligning the printheads, but since I can't print blue, the scanner can't print the alignment page.

[sandytechy20]

@Sundance1

Make sure the ink cartridges are properly vented and seated correctly

• Check the vents on the top of the ink cartridges. If they are clogged or obstructed, the ink cartridges might not work properly, which can affect print quality.

• NOTE: To avoid print quality issues and dried out ink cartridges, do not leave any ink cartridges outside the printer for longer than 30 minutes.

• Turn on the printer, if it is not already turned on.
• Open the ink cartridge access door.
• The carriage moves to the center of the printer.
• 
• Wait until the carriage stops moving before you continue.
• Press the tab inward on the front of the old ink cartridge to release it, and then pull up on the ink cartridge to remove it from the slot.
• 
• Examine the vent area above the HP logo on the top of the ink cartridge.
• 
• If the ink cartridge still has the orange pull-tab attached, pull to remove it.
• 
• If the vent is clogged, use a straight pin to gently remove excess adhesive from the vent.
• 
• Clogged vent
• With a straight pin, gently remove excess adhesive from the vent
• Unclogged vent
• Turn the ink cartridge so that the ink cartridge contacts face downward, and then match the label color with the color dot on the carriage.
• Slide the ink cartridge into its slot, and then gently press the ink cartridge down until it snaps into place.
• 
• Repeat these steps to inspect the vents on each of the ink cartridges.
• Make sure each ink cartridge is firmly installed in its slot. Run your finger along the top of the ink cartridges to feel for any that are protruding, and if any are, press down firmly until each ink cartridge snaps into place.
• Close the ink cartridge access door.
• 
• Try to print.

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Sundance1]

I'm way beyond that.  Tried all that already.

[sandytechy20]

@Sundance1

This seems to be an issue with the cartridge.

This might require one on one interaction with the HP support.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[Sundance1]

My initial problem was something like April 11. I tried for 3 weeks to fix it and then bought a new one, as I was in the busiest time of my year and needed a printer. Getting a response a month and a half later is nice, but not terrifically helpful.  Thanks anyways.

[sandytechy20]

@Sundance1

We're extremely sorry about the delay. Due to the current global situation, we're seeing an influx of customers coming in for support. Feel free to contact us in the future if you need any assistance.

Cheers.