Cyan and Yellow cartridge not printing

[RecreationGal]

I'm trying to get help with my HP Officejet 6978 Printer. I'm having print quality issues - specifically, our printer has sat for about a month and when I went to print, only magenta and black are printing.  Since Cyan and Yellow were low, I went ahead and installed new cartridges for all three of the colors.  Still no Yellow or Cyan.  I went through the steps below all the way to the third level of cleaning - twice.  Still no Yellow or Cyan.  Any other suggestions for how I might get these colors to print and/or further clean the print head (is there a manual option?).

Use an automated tool from the printer control panel to clean the printhead.

1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .

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

3. Touch Clean Printhead, and then touch Continue.

   A test page prints.

   Figure : Example of the printhead cleaning test page

   

4. Examine the test page.

   • 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.

[A4Apollo]

Hi! @RecreationGal, Thanks for stopping by the HP Support Forums!

I understand you have issues printing in yellow or cyan colour from your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Does the issue persist when you make a copy of your printer?

Have you tried printing using a different ink cartridge?

Does the issue persist when you make a copy from your printer?

Are you using HP genuine ink cartridge to print from your printer?

Have you tried printing from a different application? Does the issue persist?

Excellent description and a great diagnosis done. It is greatly appreciated.

Try printing a Print Quality Diagnostic report and check if the printer is printing in all the colours.

Replace any low, empty or faulty ink cartridges on your printer.

Clean the ADF rollers

Dust or paper residue on the rollers or separator pad inside the automatic document feeder (ADF) can result in copy quality issues. Open the ADF, and then clean the ADF rollers and separator pad.
   NOTE:
The location of the ADF rollers might be different depending on your printer, but the following steps still apply.
Gather the following materials:
A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
Distilled, filtered, or bottled water (tap water might damage the printer)
Remove the original document from the ADF.
Turn off the printer.
Disconnect the power cord from the rear of the printer.
Open the ADF cover.
Find the paper pick rollers and the separator pad inside the ADF.
Lightly dampen a clean, lint-free cloth with filtered or distilled water, and then squeeze any excess liquid from the cloth.
Use the damp cloth to wipe any residue off the paper pick rollers and the separator pad.
Leave the ADF cover open for two minutes to allow the paper pick rollers and separator pad to dry.
Close the ADF cover.
Reload the original document print side up in the document feeder tray. Gently slide the document into the printer as far as it can go.
Slide in the paper width guides until they are snug against the paper.
Do not push the paper width guides in so far that they bend the paper.
Reconnect the power cord to the rear of the printer.
Turn on the printer, and then try to copy.

If you are able to make a yellow copy from your printer, uninstall and reinstall the printer software from the root level and install the full feature printer software.

In Windows, search for and open Programs and Features.

Select your HP printer.

Select Uninstall.

In Windows, search for and open Devices and Printers.

In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

Open up the run command with the "Windows Key + R" key combo.

Type printui.exe /s and click OK.

Click on Drivers tab.

Look for HP Printer driver. If you see it click on it and click remove at the bottom.

Select OK.

Select Apply and OK on the Print Server Properties windows.

Close Devices and Printers.

Update the full feature printer software using this link: Click Here

Refer this article to further troubleshoot print quality issues with your printer. Click Here

If the issue still persists after trying out the steps. Try replacing the ink cartridges on your printer. 

If the solution provided worked for you, please mark an accepted solution for this post.

Let me know if this helps!

Have a wonderful day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[kalli1]

I am just having issues with the Cyan cartiridges not printing. I have changed the cartridge twice and know that it is not the cartridge. I have cleaned the printheads and still no success. What else can I do? I cannot be buying a new printer every year.

[A4Apollo]

@kalli1, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

Try updating the printer firmware as a last resort and check if it helps.

Update the printer firmware using this link. Click Here

If the issue still persists after trying out the steps. It is a hardware issue with your printer.

I will share you few details in a private message. Please watch your inbox for more information.

Hope this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[ZIFFER1]

I have completed all hp recommended troubleshooting suggestions, i.e. reload drivers, new hp ink cartridges, clean print heads, etc.  Some of these I have done multiple times and still do not get yellow to print on the test print.  What know?

[Raj1788]

@ZIFFER1

Thank you for joining HP Forums.

It's a pleasure assisting you in finding answers to your technical queries.

Appreciate all your time and efforts!

This is a hardware issue with the printer.

I have sent you a private message, to contact HP Phone support depending on the product that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Have a great day!

[SilverFX]

I have the exact same issue with this printer.  Just Cyan not printing.  Firmware up to date, drivers up to date, changed ink (HP OEM), cleaned print heads (physicaly and with printer menu option - 5 times now).  It is just the cyan that does not print.