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02-01-2018 10:53 PM
I just got my computer connected to my printer today, but now my printer will not print ink onto my pages. I bought new magenta, yellow, and cyan cartridges today that are the proper type (902 XL), and I have plenty of black ink, but it will not print these onto the paper. I have taken out and put in the cartridges to make sure there wasn't a blockage or bad reading, as it has been a while since I have gotten the printer to connect to my computer and work, but it's simply printing white pages now.
02-03-2018 01:36 PM
Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the printer not printing black. Don't worry as I have a few suggestions which should help you resolve this issue.
To provide you with an accurate solution, I'll need a few more details:
Have you recently made any changes on the printer before the issue started?
Are you able to make a copy from the printer?
Have you tried to use old set of cartridges and checked if the issue persists?
In the meantime, let's try these steps here:
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.
Now insert the ink cartridges and then try to print a test page and check if it works.
Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.
If the copy comes out bad, I would suggest you follow the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - Fixing Poor Print Quality
If the copy comes out fine, then the next step would be to uninstall and reinstall the printer drivers.
First, unplug the USB cable from the printer if present.
Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
Under print server properties, go to drivers - remove any entry there as well.
Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
Restart your computer.
Now click on this link: http://ftp.hp.com/pub/softlib/software13/printers/oj6960/OJ6960_Full_WebPack_40.11.1150.exe to download and install the printer drivers.
Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.
Please let me know if this resolves the issue, or if you require further assistance!
Eagerly waiting for your response!
I hope you have a good day ahead,
And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.
I am an HP Employee
02-06-2018 09:14 PM
The hard reset got the black ink to print again from both my computer and printer tests, but the colors still will not print. I reinstalled the printer software recently after another post I submitted was answered, and this was before I bought new 902 XL magenta, cyan, and yellow ink.
02-08-2018 06:20 PM
Thanks for the update,
As I understand you have followed the steps suggested and still having the issue printing in color, this could be an issue with the printer. I would recommend you contact our HP phone support for further assistance.
HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
(2) 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.
(3) Once completed click the 'Show Options' icon on the bottom right.
(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.
If you have any troubles, let me know and I will do my best to help!
Hope this helps, for any further queries reply to the post and feel free to join us again
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
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And click on the Purple Thumbs up icon at the bottom of my comment.
I am an HP Employee