New colored ink cartridges won't print

[MAKEBELIEVE2]

My 3 new HP colored ink cartridges won't print ( not even  one color ). ran diagnostic.align etc. NOTHING. I bought printer 5 months ago & have replaced all cartridges once. no problem . HP OFFICEJET PRO 6978 is printer. It still prints black which I did not replace. Estimated levels do show full. Scan won't work on alignment scan ( probably because color is not working).

[DavidSMP · Accepted solution]

Hi @MAKEBELIEVE2,

Good Day. A warm welcome to the HP community. I reviewed the case relating to the printer not printing in color. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

• Did you make copies in color directly from the printer without intervention from the computer?

For a start please try these steps:

• Please make 2 copies in color directly from the printer without any communication from the computer.
• If it fails to copy please follow all the prescribed steps from this link: http://hp.care/2uj3ylS  for color or black and white not printing if it has not been done already.
• Do the printhead cleaning 3 times. If it still does not resolve the issue, the printer could have a hardware issue.
• Please try to contact HP phone support to get the black cartridge also replaced and check again.
• Finally, please contact HP phone support to get the printer replaced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[MAKEBELIEVE2]

DA! I physically cleaned ALL colored heads  on printer With q-tip & alcohol. PROBLEM SOLVED. didn't think that would solve this particalar problem with a fairly new printer but it worked. Should have tried that as first resort After computer cleaning didn't work.

[DavidSMP]

Hi @MAKEBELIEVE2,

I reviewed the post comprehensively and am really glad for you that the computer is back up and running.:) You've displayed tremendous patience, great skills and terrific resolve to resolve the issue after cleaning the printhead. Kudos to you for a job well done. 🙂 It is greatly appreciated. 🙂 I am really happy for you.

Trust me, I've done all I can to assist you, by keeping your best interest in mind.

I honestly hope the printer works great and stays healthy for a long time to come. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

You take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

[Normal-user]

I had the same exact problem.  New HP color cartridges and the printer stopped printing any color. Tried several things: hard reset of printer, reloading drivers, etc.  What worked was cleaning the printer heads (on the second round).  I did see another post where it took all three rounds, so for what it is worth, if all else seems to be working normally, except it will only print black, I would try running thru all three level first.  

A clear symptom, for me was a test page of black text, red text and black text.  The black text printed, the red was just skipped.

[Copusak]

When you say your cleaned the print heads, do you mean you cleaned the area in the printer where the cartridge fits in the print carriage?  The area where the ink would come out of the cartridge and go into the printer?  

I have HP 6975, and I’m assuming your model is similar to mine.