HP OfficeJet Pro 6978 does not print black ink

[jefflin]

I installed a brand new HP 902 black ink cartridge, and after about 10 pages of printing it started printing blank pages. I cleaned the printhead 4-5 times it got better, but then after another 5-6 pages of printing it printed blank pages again. Attached is a picture of the test page after 4 cleanings in a row. 

[TEJ1602 · Accepted solution]

@jefflin, Welcome to HP Support Community!

If you have already performed the steps from the document Black or Color Ink Not Printing, Other Print Quality Issues and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer/cartridge replacement

Hope this helps!

Please click “Accepted 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!

[jefflin]

I fixed it by replacing the brand new black ink cartridge with another brand new ink cartridge. So, the ink cartridge was defective. It was an authentic HP 902 black ink cartridge. Is there a way to get a refund for faulty cartridges? 

[TEJ1602]

@jefflin

Yes, you can contact the support team to get the cartridge replaced. I will send you a private message with details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

Hope this helps!

Please click “Accepted 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!

[Eggnova]

Hello!  I am having the exact same problem.  I have to clean the printhead 3 times in between printing each page of black text.  I am in the Instant Ink program and I suspect I have a faulty black ink cartridge as well.  How do I prompt the system to send me a new black ink before this one technically is out?  I am wasting the color ink everytime I run the printhead cleaning. 

[jefflin]

@Eggnova, Contact support directly. They mailed me a replacement cartridge. Once I got a new cartridge in, the printer worked just fine.

[nkellio]

I am having similar issues, but I am not getting any black to print despite having a near-new genuine HP ink cartridge. I have followed every troubleshooting step here including cleaning the printhead several times.  I do not have a back up ink cartridge to check if my current ink cartridge is faulty. If it is, how do I go about getting a replacement/refund since I have already discarded the box? Thank you