Printer thinks ink cartridge is empty when it is full.

[hgk001]

I have a HP OfficeJet model 6958.  When I print color images the cyan color is not printing.  When I do a print status report is shows the cartridge as empty but when I look at the printer status using the HPSMART app is shows the cyan cartridge as full.  I has previously replaced the cyan cartridge with a new one, authentic HP and it worked for a week or so before things started acting up.  I suspect the printer as it did a similar thing with the previous cyan cartridge I had just replaced.  

Any ideas?

Thanks 

hgk001

[Echo_Lake]

@hgk001

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, I appreciate your efforts to try and resolve the issue. 
 

Let's start off by updating the printer firmware. If your printer is connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively, you can also try to update the printer firmware directly from the printer control panel. Once done, restart the computer.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and making sure that the printer is connected directly to the wall outlet and not to the surge protector.

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, and press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle.

Hope this helps! Keep me posted for further assistance.
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