nothing will print in color. Noticed an accumulated amount of ink on bottom of printer

[MassDevon]

No color printing and cartridges are full. There is an accumulation of ink on the bottom of the printer.

[Gaya1239]

Hi @MassDevon,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP OfficeJet Pro 6978 not printing in color and there's ink accumulation at the bottom, it could be due to several potential issues, such as a clogged printhead, ink overflow, or a mechanical problem. Here are some steps you can follow to troubleshoot and hopefully resolve the issue:

1. Check for Ink Overflow or Leaks

• Ink accumulation on the bottom may be due to an ink leak or overflow from the cartridges. Check the area where the ink is accumulating to see if it’s related to a specific cartridge.
• Ensure the cartridges are seated properly and there are no leaks around them.

2. Clean the Printhead

• Over time, the printhead can become clogged, preventing the printer from printing in color. You can clean it manually or use the printer’s automatic cleaning function.
• Automatic cleaning: On the printer's control panel, navigate to Setup > Printer Maintenance > Clean Printhead. Follow the on-screen instructions.
• Manual cleaning: Turn off the printer, remove the ink cartridges, and gently wipe the printhead with a lint-free cloth soaked in warm water. Allow it to dry completely before reinserting the cartridges.

3. Check the Ink Levels

• Even though the cartridges are full, ensure the ink levels are correctly detected by the printer. Use the printer's display or HP Smart app to check ink levels.
• If a cartridge is not being recognized properly, it might need to be replaced, or there could be an issue with the cartridge's chip.

4. Run a Print Quality Diagnostic

• Most HP printers, including the OfficeJet Pro 6978, have a print quality diagnostic tool that can help identify issues with color printing.
• Navigate to Setup > Printer Maintenance > Print Quality Report. This will print a test page that can show if there are any problems with the color printing.

5. Check for Firmware Updates Update the firmware on an HP printer

• Sometimes, firmware issues can cause printing problems. Ensure your printer's firmware is up to date.
• Use the HP Smart app or go to the printer's settings on the web to check for any available firmware updates.

6. Inspect the Ink Cartridge Contacts

• Dust or residue on the contacts inside the printer can also interfere with proper ink flow.
• Carefully clean the electrical contacts on both the ink cartridges and the printer itself using a dry, soft cloth.

7. Perform a Reset

• If none of the above steps work, you can try resetting the printer. Unplug it from the power source for about 30 seconds, then plug it back in and power it on.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual 

I hope this helps. 

Take care and have a good day.

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