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‎01-30-2021 10:38 AM

HP Recommended
Product: Printer Officejet Pro 6960
Operating System: Microsoft Windows 10 (64-bit)

Hello, I would appreciate advising me how to solve this problem with the printhead. It appears while I'm trying to print a document. The diagnostic toll says everything is OK, but i still have this problem preventing me to print. Thanks.  

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1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-02-2021 09:19 AM

HP Recommended

@Eli34

 

Glad to know that we solved the issue with the error. Check the ink levels and replace any low/empty ink cartridges.

 

Clean the printhead up to 2 times and print a quality report to check for black as shown in this document - Black or Color Ink Not Printing, Other Print Quality Issues

 

Let me know how it goes.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

View solution in original post

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5 REPLIES 5

‎02-02-2021 03:57 AM

HP Recommended

@Eli34, Welcome to the HP Support Community!

 

I understand you are not able to print due to this error. Kindly perform the steps mentioned in these documents - Error Indicates Faulty Printhead and '0xc19a0005' or Similar Error Code Displays

 

Make sure there are no paper jams inside the printer and the print carriage is moving freely - Paper Jam Error

 

If the issue persists, I'm afraid this is a hardware failure. Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

 

Keep me posted for any other assistance.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No

‎02-02-2021 09:09 AM

HP Recommended

Many thanks Kumar. I followed the instructions and we have made a progress. The printer now is working, no error massage appears, however it doesn't print the Black texts, only the colored items. The cartridge (903XL - k) is full, looks as installed correctly, no massage pops up, but no black printing. Any further advise?   

Was this reply helpful? Yes No

‎02-02-2021 09:19 AM

HP Recommended

@Eli34

 

Glad to know that we solved the issue with the error. Check the ink levels and replace any low/empty ink cartridges.

 

Clean the printhead up to 2 times and print a quality report to check for black as shown in this document - Black or Color Ink Not Printing, Other Print Quality Issues

 

Let me know how it goes.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No

‎02-02-2021 01:27 PM

HP Recommended

Hi Kumar, Followed your advise and problem solved! Many thanks and appreciations! 

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‎02-03-2021 01:01 AM

HP Recommended

@Eli34

 

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No
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