Cyan Color Not Printing

[SWW-1970]

I just installed a new (and genuine) HP-62 Tri-Color printer cartridge in an HS Envy 5660 Printer, but the Cyan color is not printing, and the field for that color comes out blank on a Print Quality Diagnostic printout, although the Black, Magenta, and Yellow fields all look normal.  I aligned and cleaned the cartridges after I installed the new one, but I am still having the same printing problem as I did at first.

          Just to check for a new cartridge which was bad right out of the box, though, I re-installed the old color cartridge temporarily, and after I did that, I got something in the Cyan field on a Print Quality Diagnostic printout.  However, the color in the Cyan field was wrong, while on that same run, the Magenta field came up completely blank.  However, I expected something like that because the old cartridge was starting to run dry, anyway.  On the other hand, having gotten anything at all in the Cyan field while running the old cartridge, I doubt that there is a problem with the printer itself.

          I have gotten no error messages on the printer, and I have not made any recent software or driver changes on my computer.  My internet connection is probably a LAN connection, but nothing is any different now than it was before, other than that there is a new color printer cartridge installed in my printer.

          Could I possibly have a new HP-62 Tri-Color printer cartridge which is defective, or which might have gone bad in storage?  Or is there something else which might be going on here?

[Irfan_06]

Hi @SWW-1970,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with one of the colors missing on your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[SWW-1970 · Accepted solution]

This message is for Irwin6 in particular, but other people will almost certainly benefit from it.  After performing a power-drain procedure on my HP Envy 5660 printer and then downloading a firmware update for it, I got a "Printer Status Report" printout off of my machine where the Cyan color bar was missing on that, too.  Therefore, I was almost sure that I had installed a color cartridge which was bad right out of the box.

          Luckily, I had another new HP-62 Tri-Color printer cartridge on-hand, and so I pulled the new one which I had just installed a few days ago back out and replaced it with the even newer one.  When I printed a color page from a PDF file I already had to see what would happen there, I was proven right.  Replacing the bad color cartridge finally fixed the problem, and the printer is working just fine now.

          For quality-control purposes, the information printed on the foil envelope which the bad cartridge came in is as follows.  Top Line:  C2P06A HP 62; Product Description: Tri-color Cartridge; Identifying Numbers Below That: MYS7 231000 220428 1450.

[Repairatrooper]

A defective cartridge would be replaced by HP under their supplies warranty. If the dealer that you purchased from will not refund it, contact HP directly.

[tchin01]

I have tried all of the recommendations to try and resolve the issue and none are working - cleaning the cartridge, running test prints to ensure alignment is correct, updating the firmware, unplugging/plugging in the printer, etc. These HP cartridges are quite expensive and this (brand new) cartridge is not printing Cyan. When I print the Quality Diagnostic page, the Black, Magenta, and Yellow print fine - however, the cyan is completely blank. If this is a defective cartridge - and also appears to be a known issue - how do I reach out to speak with someone at HP Support to request a replacement or refund? I am unable to find a link to reach someone at HP directly regarding this issue and have spent half my day trying to resolve and troubleshoot. Please help. Thanks in advance!

[SWW-1970]

This is exactly the same problem I had, but even if you had a new cartridge fail on you, how old was it?  The one which failed on me was about a year old, and it was one I had bought to have as a reserve when my current color cartridge failed.  I never tried to contact HP for a replacement due to the age of the cartridge I had, but I do agree that it would be nice if there was some way that HP's customers could get in contact with a live support representative, even if it was through a single e-mail address which was monitored and checked regularly.

[Reinktank]

I’m having the same issue. I second your feedback for HP to have someone or somewhere to solve this issue. 
Have you heard back from HP or figured out a solution on your own??