printer

[Sue4303]

I have already tried the following solutions: 2 different genuine hp black ink cartridges, pulled out the ink cartridges and reinsert after pulling out the tabs,  disconnection from main power, reset printer settings, cleaned ink cartridge and printer connections, firmware updates, region of use check, ink cartridge region of use check. None of these solutions have helped do I just recycle the printer and purchase a different brand? Very frustrating, Sue

[A_Gayathri]

Hi @Sue4303,

Welcome to The HP Support Community.  

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

I understand you’ve tried everything, and the printer still isn't working. Before you decide to recycle your HP OfficeJet Pro 6978, let’s go over a few more troubleshooting steps that might help resolve the issue:
 

1. Perform a Hard Reset

• Turn on the printer if it’s not already on.
• With the printer on, disconnect the power cord from the back of the printer.
• Unplug the power cord from the wall outlet.
• Wait for at least 60 seconds.
• Plug the power cord back into the wall outlet and then reconnect it to the printer.
• Turn on the printer and try printing again.

2. Check for Blocked Vents

• Ensure that the ink cartridge vents are not blocked. If they are, use a pin to gently remove any blockages.

3. Clean the Printhead Manually

• Sometimes, a clogged printhead can cause issues even after cleaning via the printer menu. Here’s how you can manually clean the printhead:
  1. Remove the ink cartridges.
  2. Lift the printhead latch.
  3. Remove the printhead from the printer.
  4. Gently clean the printhead nozzles with a lint-free cloth and distilled water. Avoid touching the copper-colored contacts and nozzles.
  5. Let the printhead dry completely before reinserting it.

4. Print a Test Page

• After performing these steps, print a test page to see if the issue is resolved. This can help determine if there are still issues with the printer or ink cartridges.

5. Check for Error Messages or Lights

• If any error messages or blinking lights are on the printer, note them down. These can sometimes provide more specific information about what is wrong.

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.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[Sue4303]

I appreciate that you sent possible solutions. That being said, all those you suggested I had already tried previously. Still I redid all of them and the printer still has the same message about the black (k) cartridge is missing or damaged. I have given up and will be purchasing a different printer. 

[A_Gayathri]

Hi @Sue4303 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that 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.

I 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!