Printing problems

[Vanipineda1031]

When I print stuff, instead of it primting black, it prints red. If someone can please help me. I called costumer support and it sends me to virtual agent. I go through virtual agent, it.doesnt help, and Im.waiting to see if.they give me a case number so i can talk to an actual person and they wont because i dont have warranty no more

[Bob_Headrick]

What operating system? If you are using a phone the device may be sending information to the printer as if you were printing on photo paper.  In this case the cyan color is not printing properly.  (The pigmented black ink is not compatible with photo paper so the printer uses cyan, magenta and yellow to print black.  Red is magenta and yellow, so if black is printing as red the cyan is not working.)

The troubleshooting steps in the document here may help resolve black or cyan not printing on your Officejet pro 6978.  

If the standard troubleshooting did not resolve black  or cyan not printing I would suggest removing the cartridge.  Turn it over and examine the area around the ink port.  There are four orange plastic spots, left over from the protective cap.  Make sure these are flush with the cartridge body, if not carefully trim them flush.  If the plastic nubs protrude they can prevent the cartridge from seating properly.  Before replacing the cartridge in the printer dribble a few (maybe four) drops of hot water into the ink port in the printer and two drops into the ink port on the cartridge then snap the cartridge back in position.