Printer prints cyan colour on test pages but not in document

[FrancesR]

I have an HP Officejet Pro 6960  Yesterday I was doing a batch print in full colour and after a while pink ran out. Fine changed that and installed my Instant Ink pink replacement.  Then the green started to go stripey.  The diagnostics said my cartridge had plenty of ink but not having used it for a while I guessed it might be getting a bit dry.  It did do one fine test print then the second one not fully blue.  So I changed it for the new Instant Ink cyan cartridge I had in the drawer below my printer - not in the sun, not by a radiator etc etc.  The printer told me the cartridge was for an older printer than mine - not it isn't it is a 903 cartridge and is newer than my printer!  I looked at the cartridge and it had 2020/12  printed on it.  So if that is the "use by" date - why?  I haven't unpackaged it and it was in the box with all the other colours which are dated 2022.  But either way, old or not, it was for my printer and paid for through Instand Ink subs and sent to me by HP.  So I put the old one back in again since the diagnostics said it had plenty of ink in it.  Ran a test page but this time it failed.  So I rang HP this morning, went through nearly and hour of try this and try that and nearly being blamed for the problem and then being told to be patient and wait 5-6 days for a replacement Cyan.  By this time I have missed my deadline for producing the document by 12 hours and was somewhat at the end of my tether and being told I would just be sent another blue cartridge didn't really cut it.  I then found out this afternoon that even with an Instant Ink account I can buy cartridges direct from shops, I just still have to pay for Instant Ink. What the hell I thought I'll just go and buy one.  I've done this.  Put it in the machine.  Had a written lecture from the machine 😞  Ran a test page - lovely all colours showing.  Printed the document - blue doesn't work so my green is just yellow.  How on earth can the blue work on the test page but not translate into the full colour document?  I have tried it in Publisher and as a pdf and neither can print green.  I am SO annoyed but really I just want it to work!!!!!!!!

[Jay_G24]

Hi @FrancesR,

Welcome to the HP Support Community

 I'd like to help!

To assist better-

1) Does the copy print out the same way? 

2) 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 -

Load plain white paper into the tray.

Print the report.

Printers with a touchscreen or menus: On the printer, open the Settings or Setup menu, touch Tools or Reports, and then touch Print Quality Report or similar.

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

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please cl

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.

Click the “Yes" on the bottom right to say “Thanks” for helping!