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My HP ENVY Photo 7155 no long printing Cyan

HP Recommended
HP ENVY Photo 7155
macOS 10.15 Catalina

My printer stopped printing cyan. I have two cartridges black and CMY. The printer is showing full ink cartridges yet no cyan is printing. I ran a Print Quality Diagnostic page and followed the directions to clean the cartridges with no success. I removed the CMY cartridges and see that cyan is flowing. I cleaned the contacts, I got that info from the HP support site. I tried making a copy of something blue and that did not work. I know that the cyan worked within the last month or so because I printed out a page with the printer's email and it has strong blue on it. This printer is only about 6 months old so I'm pretty bummed that this isn't working. Can someone give me some additional instructions on how to fix this? Thanks.

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HP Support Agent
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@rjm4 I suggest we use the copier as a stand-alone device to check if the copy function works fine, this could be a software issue, let me know,

And if it doesn't work either, try the below steps:

 

Step 1: Use genuine HP ink cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).

Purchase replacement cartridges and other supplies from the HP Store or local retailers.

 

Step 2: Check the estimated ink levels

Check the estimated ink levels. If an ink cartridge is empty, your printer can print for a period of time in either greyscale or composite black, depending on which ink cartridge is empty. If a color ink cartridge is empty, the printer prints in greyscale using black ink. If the black ink cartridge is empty, the printer prints in composite black using color ink. Composite black might not be as dark as regular printouts.​

NOTE: 

Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low ink levels, consider having a replacement ink cartridge available to avoid possible printing delays. You do not need to replace ink cartridges until you are prompted to.

  1. On the printer control panel, touch the Ink Level icon () or ().

    NOTE: 

    The Ink Level icon that displays on your control panel differs depending on your printer model.

    A graphic of the estimated ink levels for each ink cartridge displays on the control panel.

    Figure : Estimated ink levels displayed on the printer control panel

    Graphic: Estimated ink levels displayed on printer control panel
  2. Identify any ink cartridges that are low or empty, and then continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 3 ONWARD

(By the end of this article all the issues should be resolved)

 

P.S: Welcome to HP Community 😉

 

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

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Hi! Thank you for the info and the welcome to the community.

I tried to use the copy function, I used a blue post it and it came out pink. No cyan. 

I believe that the cartridges are genuine. They came with the printer. I opened it and set it up for the first time a few months ago. 

The cartridge levels are showing full.

I followed the link in the response before your answer so I tried many of the items on the list. It's odd because I see the cyan on the cartridge and there is not even a little or light cyan showing up. It's not even "running out", there is simply none. I'm leery about purchasing a new cartridge because if that doesn't work, I'm out the price of another cartridge and have to decide what to do as the next step. 

Thanks!

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@rjm4 If you've gone through the steps mentioned in the link I shared at the bottom of my first post and none of that helped, I'm afraid this is a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

 

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

 

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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