Officejet Pro 8500 a910 with new HP Cartridges won't print Cyan or Yellow. Scandoctor 5.1 says OK

[DN43]

New genuine HP cartridges installed.  Scan Doctor reports everything OK.  print page does not show any trace of Yellow or Cyan.  Print head health is listed as good for both and black and magenta test patterns fine.  But status report lists refilled supply: lists yes for both printhead and printer for yellow and cyan.  I just got the printer and installed carts thinking all would be OK .   Am I dead in the water?

[sandytechy20]

@DN43

Welcome to HP forums.

Did you make a copy and check if that prints fine?

Meanwhile:

Evaluate the ink supply tubing

1. Open the carriage access door, and then touch Change Printhead on the control panel. The carriage moves to the left side of the printer.

2. Figure : Open the carriage access door

   

3. Look in the center of the printer for the four ink tubes that connect to the printhead, and then evaluate the ink tubes. The ink tubes should be bundled neatly, and they should not appear kinked or bent.

      CAUTION: 

   Do not touch, pull, or reposition the ink tubes. Just visually inspect them for kinks.

4. Figure : Ink tubes, correctly bundled and not kinked

   

   • If the ink tubes are bundled correctly and are not kinked

Clean the printheads.

1. Load plain white paper into the tray.

2. On the control panel, touch the Right Arrow () to display the second navigation screen.

3. Touch Setup (), and then touch Tools.

4. Touch Clean Printheads. The printer cleans the printheads.

5. Wait while the printer completes the printhead cleaning process, and then touch OK.

6. Print another Print Quality Diagnostics Page.

You can refer to this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[DN43]

Thank you for responding to my question.  I have seen and tried the HP document that you reference.  Each time I turn the printer on now it goes into its maintenance routine of cleaning print heads and then tryes to align them.  The alignment page only prints black and magenta patterns no cyan or yellow at all, not a trace.  the printer works a little more after spitting out pattern page then displayes alignment fail.  and now it won't talk to computer via usb connection.   I have scanned a document and sent it to sd card, worked fine. I copied the Self Test Diagnostic Page and it printed OK.  The ink levels are now showing about 50percent on my new carts so I have stopped turning printer on.  New print heads seem to be next but I am worried about the line on the self test diagnostic page under printhead status that states:

Refilled supply:

Detected in printhead?         Black No/Yellow Yes                           Magenta No/Cyan Yes

Detected in printer?               Black No/Yellow Yes                           Magenta No/Cyan Yes

My worry is that new printheads will not correct the problem and I will be out $160

[sandytechy20]

@DN43

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

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

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

Cheers.