HP Officejet Pro 6960 - Black Ink not printing after changing to new HP black ink cartridge

[Sammy27]

Hello, I have got a new HP Officejet Pro 6960 and changed the black ink cartridge for the first time with a genuine HP black ink cartridge purchase from the HPonline shop

The black ink has stopped printing.  I have tried cleaning the printhead many times and followed the manual procedure to reboot the printer, etc, but this has not worked.

Would anyone be able to help/guide please?  Thanks in advance.

[Sammy27]

Hi. Thank you but I just called your team on the number below where the recommendation was to remote to my laptop  to solve the problem.  This is not an acceptable as would not be comfortable for anyone remoting to my laptop.

[Jeet_singh]

@Sammy27,

Thank you for posting your query on HP Community,

Have you tried to clean the ink cartridges with a lint free cloth and then with automated tool. 

Have you tried to print the print quality diagnostic page from the printer. 

Did you try to update the printer firmware? If you haven't please try to update the printer.

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.

Let's try to print the print quality diagnostic report from the printer. 

1. Load plain white paper in the input tray.

2. From the printer control panel, open the Setup  menu.

3. Open the Reports or Tools menu.

4. Touch Print Quality Report.

Evaluate the report for any defects. 

• If there are defects found, try the steps mentioned in this document (This document also has the steps to clean the printhead). 

Alternatively, you can try to check if the old ink cartridges work. 

You may try to follow the steps suggested in this document to clean the ink cartridge contact - HP Printers - 'Incompatible Ink Cartridge' or 'Ink Cartridges Missing' Error Displays

You may also try to update the printer firmware - HP Printers - Updating or Upgrading Printer Firmware

Let me know how it goes for further assistance. 

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

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[Sammy27]

Hello,

Thank you for your guidance.  Unfortunately, this has not worked.  I had already tried this process (as per the HP website) but was not successful

[Jeet_singh]

@Sammy27,

In this scenario, I would recommend you contact our HP support team for further assistance. 

HP support team can be reached on this link.

Let me know if you need any further assistance. I'll be more than happy to help you.

Take care and have a great day!

Cheers 🙂