Unable to select printer for firmware upgrade

[jdljal]

My Printer intermittently will not print yellow. All other colors OK.  New Cartridge gives same problem.

My printer intermittently will not print the color yellow.

In the course of problem solving I eventually found that my printer had a firmware upgrade.  I downloaded it successfully and the SN of my printer shows on the Printer Update screen, however I can't "select" the printer name and the "Update" button remains greyed out.

I printed three "Print Quality Diagnostic" pages.  The first showed no color in either the Yellow or the Light Yellow blocks.  The second showed yellow color in both blocks. The third was like the first, showing no color. These pages were printed, one after the other, in a short period of time.

I have removed the printer from the computer and reinstalled the printer software to no avail.

Any suggestions would be greatly appreciated.  I'm not quite ready to buy another printer...

[Betty0610]

@jdljal

Welcome to the HP Support Community.

Try updating the Printer from the Computer: https://support.hp.com/in-en/document/c02919168

Use the automated tool to clean the ink cartridges.

NOTE: 

To avoid issues that require cleaning, always turn the printer off with the Power button.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/us-en/product/hp-envy-photo-7800-all-in-one-printer-series/9073159/model/1649...

1. On the control panel, swipe down to open the Dashboard, and then touch the Setupicon.

2. Swipe up on the display, and then touch Printer Maintenance.

3. Touch Clean Cartridges, and then touch Continue.

   A Print Quality Diagnostic page prints.

4. Examine the Print Quality Diagnostic page.

5. If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. Repeat these steps for the third cleaning stage, if necessary.

   NOTE: 

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

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[jdljal]

Thanks Betty

I have completed all the steps in the link you provided and the problem persists.  Of three Print Quality Diagnostic reports done consecutively, the first showed NO YELLOW, the second showed PERFECT YELLOW, and the third showed NO YELLOW.  All other colors were perfect, all lines are straight, the "green block" at the bottom was blue in the first and last and green with no lines in the middle.  Subsequent sheets showed no yellow.

The last step is to return the printer for service or replacement but that would probably cost as much as a new printer.

Any other suggestions would be greatly appreciated.

[Betty0610]

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!