HP Color LaserJet 3800dn No Color

[regalbeagle]

Hello,

I am working with an HP Color LaserJet 3800dn that will not print color correctly.  Currently no color is present and it will sometimes print in color if I disable the cartridge check which places the printer in diagnostic mode.  I have tried a factory reset, cold reset, cleaning page and a full calibration.  The supplies page reports,

B - 95%

C - 71%

M - 79 %

Y - 55%

If the printer actually prints in color it looks fine, it is getting it to print any color consistently which is the problem.  The only, ONLY thing I can think that is out of ordinary is that the user is not using a genuine HP black toner cartridge but the Cyan, Magenta, and Yellow are all genuine HP color toner cartridges.  There are no errors present on the printer as well.

I do not mind suggesting they try a genuine HP black toner cartridge but would like to see if others have had a similar issue with this model or others.  I am also open to any hardware troubleshooting as well ie replacing parts or performing a physical cleaning.

Thanks!

edit - I have updated the firmware as well.  The user had an older genuine HP black toner cartridge lying around so I swapped the installed 3rd party cartridge out and the color came back.  The user reported color issues before making the replacement (they replaced the black toner due to low levels) but I am not sure how accurate the information is.

If the issue is just the black toner cartridge, why would it only print in black and white? 

2nd edit - Now the black genuine HP toner cartridge is having the same issue.  So if it is happening with two different cartridges, I think it is the printer itself.