Printer not printing or copying in color after update

[JayBean]

My printer (HP officejet 6978) will not print or copy in color after I did a printer update (prompted from printer menu). I have brand new genuine HP cartridges installed. I have cleaned print heads numerous times. I have swapped out old cartridges to see if they would work. I have restored printer to default settings. I have unplugged printer numerous times.  Drivers are all up to date. Nothing has worked. Printer is 3 years old so out of warranty. Any ideas?

[A_Gayathri]

Hi @JayBean,

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP OfficeJet Pro 6978 All-In-One Printer Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Does the copy print out the same way? 
• What's the application you are trying to print from? 
• Have you tried printing from a different application or device? 

While you respond to that, let's print a Print Quality Diagnostic page -Post the Print Quality Diagnostic page here so we can help you further. 

You may also refer to this document with steps to fix the " Print Quality Issues" issue applicable to your printer -  Print Quality Issues

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JayBean]

1.  I am using genuine, new HP Cartridges- new black and new color

2. The printer will not print or make a copy in color.

3. I have tried to print from Microsoft Office, Adobe and the internet. None will print in color despite settings asking for color.

4. I have tried printing from an ipad and a laptop. I cannot get it to print on color from either device despite settings indicating color.

5. I have printed a print quality diagnostic page. It does not print in color. 

6. I have performed the power drain. The printer still will not print or copy in color.

7. I tried to update the printer firmware but got message that the most updated firmware was already installed.

I am very upset since I need the color functionality and don’t want to have wasted all that money on the 4 new cartridges. (I had even tried to reinstall old cartridges - printer still would not print or copy in color).

Would appreciate a fix! 

[A_Gayathri]

@JayBean,

Thank you for your reply and for trying the troubleshooting steps
let's try these steps from HP OfficeJet Printers - Fixing Print Quality Problems

How to Clean a Printhead for Better Ink Efficiency 

let me know  how it works 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JayBean]

I have cleaned the printheads (for 4th time) and still not,printing or copying in color.. . the sheet that comes out after the cleaning does not show color either. It used to.

[A_Gayathri]

@JayBean,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!