HP Office Jet Pro 8020 series printing issue: Cyan is not printing

[Papa_JT]

I'm assuming that the Cyan is not printing, as when I print a Printer Status Report from the face of the printer, that part comes up blank.

I've tried restarting as well as the "hard reset" I've found elsewhere on this forum (Pull cartridges, unplug, wait, plug back in, reinstall cartridges, print page).

Any help is appreciated.

[Irfan_06]

Hi @Papa_JT,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with one of the colors missing while using the printer.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) 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) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

[Papa_JT]

Thank you for the troubleshooting steps, Irwin6.

Unfortunately, I have currently completed all steps up until the last link, the "factory reset" step, but cannot print using my HP Instant Ink subscription and cannot find instructions of how to proceed from there.  I can't seen to remove/reconnect the printer from the subscription without cancelling the subscription.

At a loss here.

[Irfan_06]

Hi @Papa_JT,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

It seems like an issue with the instant ink cartridge and as you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

To validate your instant ink subscription and help you with the replacement ink cartridge, we need some information related to instant ink account. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Irwin6

HP Support

[Papa_JT]

Replied to the DM last Wednesday.  Please confirm receipt and advise on next steps.