Brand new Envy Inspire not printing blue cyan

[Hoopdad]

I bought a brand new HP  Envy Inspire 7955e from Staples yesterday. It would not print blue. I tried cleaning, level 2 cleaning also. I went back to Staples where they had me try other cartridges which then gave me an error about “don’t use SETUP cartridges”. This morning I exchanged it for the exact same model which has the identical issue of not printing blue. Please see attached photos of the printouts. Tonight I used the HP Smart app to upgrade the firmware. No difference ( though the old firmware was more than a year old.)

apparently this is a widespread problem HP! What is going on?  Please help me.

 

 

 

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[Elohi_NR]

Hi @Hoopdad,

Welcome to the HP support community.

I understand that you are unable to print in Blue. I am glad to assist you.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Clean the printhead

The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.

CAUTION:

Never turn off the printer when ink cartridges are not installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.

On the printer control panel, touch the tab at the top.

The Dashboard opens.

Touch Setup.

Touch Printer Maintenance > Clean Cartridges, and then follow the on-screen instructions.

After cleaning completes, a Print Quality Diagnostic Report prints.

Examine the Print Quality Diagnostic Report.

If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. If necessary, repeat these steps for the third cleaning cycle.

NOTE:

If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.

If the print quality is acceptable, touch Done.
 

Check for ink smears on the back of printouts

If there are smears of ink on the back of your printouts, use an automated tool to resolve the issue.

On the printer control panel, touch the tab at the top.

The Dashboard opens.

Touch Setup.

Touch Printer Maintenance > Clean Smear.

After cleaning completes, the printer ejects a blank sheet of paper.

Click here for the remaining steps and see how it goes. 

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

[Elohi_NR]

Hi @Hoopdad,

Hope I was able to fix the issue. If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[Elohi_NR]

Hi @Hoopdad,

As we did not hear from you, I'll be closing this case for now. If you need further assistance, feel free to reach out to us.