Black won't print, even after repeated cartridge and printhead cleaning; new cartridge doesn't help

[PHeymont]

Up until a few days ago, printer was working fine, and still is--except for black. I've run repeated cartridge cleanings and now have cleaned the printhead. All cartridges except PhotoBlack are new. Align Printer fails. A Knowledge Base article referred to doing a 'secondary cleaning' of the printheads by clicking on Yes (or maybe NO) but the choice never appears on the screen anyway. Color me frustrated,...please help if you can!

[Betty0610 · Accepted solution]

@PHeymont

Welcome to the HP Support Community.

Are you able to copy in black?

If you have performed all the steps from here: https://support.hp.com/in-en/product/hp-photosmart-premium-e-all-in-one-printer-series-c310/4023238/...

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

Click on this link – www.hp.com/contacthp/

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

Thanks!

Have a great day!

[PHeymont]

Thanks! I hadn't thought of that as a diagnostic. I tried it, and no black there, either. I will contact support.

[PHeymont]

In an endless loop of pages trying to reach support team...is there a direct link that lets me get to actual people? And if not (out of warranty) is there a reasonable guess to what hardware problem this might be?

If changing the printhead is a possible solution, it might be worth doing that...but only if it seems to be a possible cause. If this is going to be a big-bucks hardware issue, I'd be better off replacing the printer. So what should I even try?

Thanks!

[Betty0610]

@PHeymont

I'll send you the support numbers on a Private Message.

Please do check your inbox on the forums page for the private message.

Thanks!