HP 6978 stopped printing in black

[kenjunk]

Printed out large document, using Adobe, that looked fine except bar code/QR code type of pattern on a couple of pages looked as if it had a streak through it.  Wanted to print those few pages over again.  Then all of a sudden the black printing stopped working.  Tried cleaning print head function on printer and the test page came out with color but no black printing.  Black cartridge status indicates half full so don't expect that it is out of ink.  Is there anything else to try???

[Jeet_singh]

@kenjunk,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while printing in black from your HP OfficeJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Are you using genuine HP Ink cartridges or refilled cartridges?

Have you tried to print the Print Quality Diagnostic Page?

Are you able to make a copy from the printer. 

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

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, 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 warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

Alternatively, you can go through the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - Fixing Poor Print Quality

If the copy comes out bad, then I would suggest this could be a possible hardware failure with the printer. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[kenjunk · Accepted solution]

I had an new black print cartridge and replaced the one in the printer that indicated "half full".  That allowed the printer to print in black again.  Still do not know why a "half full" cartridge decided not to print anymore.  It seems to me that is wasting ink (and my money).

[Jeet_singh]

@kenjunk,

Thank you for replying,

After reviewing your post, this looks like either the ink cartridges might be defective or the ink might have dried up, this is really a rare scenario, If the Ink cartridge is still under warranty, I would recommend you contact our HP phone support to seek for a replacement. 

Please use the link from the previous post to contact our HP phone support. I'm sure they should be able to assist you with this issue.

If you come across any issues, please don't hesitate to reach out to us again.

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts,

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,