help, my tricolor (colour) isnt printing

[lilhead]

Please help.... I don't even know if I am in the right forum section but I have a HP Deskjet 3630

I have just put in 2 genuine cartridges 302, one black and one tricolor. The black works but for some reason, the tricolor isn't working. I have tried to find a number to call customer services but with no joy and its taken me half an hr even to get to this point trying to navigate to get help!!!

I'm trying to print a photo and its only printing black and very faint yellow nothing else

what can I do??? do I need a new cartridge? is it faulty? I keep printing but I'm worried I'm going to waste the ink. I need think Fixed ASAP because I'm trying to print something for an xmas present 

many thanks for any help given 

[sandytechy20]

@lilhead

Welcome to HP forums, I see that the try color cartridge is not printing.

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

If not, Print a print quality diagnostics page to check if the cartridge is working fine.

1. Load paper into the input tray.

2. Search the Mac for Print and then click Print & Scan, or Printers & Scanners in the list of results.

3. Click the name of your printer, and then click Open Print Queue.

4. Click Printer Setup or Settings, click Utility, and then click Open Printer Utility.

5. Click Print Quality Diagnostic.

   Figure : Example of a Print Quality Diagnostic page without defects

   

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.

[lilhead]

I have done all the diagnostics on the printer as shown above. My one just come out with the black and a very faint yellow and no other colour. I have had to use someone else’s printer to print and it came out fine so I know that it’s definitely not to do with the file itself or my Mac as I connected my own Mac to their printer. So it’s either the printer (which I doubt because the black is working) or it’s the cartridge which is not working. I paid £17.99 for it. It’s not cheap. I can buy a new printer with the colour and black ink in it for a cheaper price than it is to buy the 2 cartridges together. Am I able to get a refund? 

[sandytechy20]

@lilhead

Thanks for the reply.

I appreciate your time and effort

Manually clean the area around the ink nozzles

1. Gather the following materials:

   • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

   • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)

        CAUTION: 

     Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.

2. Press the Power button to turn on the printer, if it is not already on.

3. Open the exterior door, and then grasp the handle and lower the ink cartridge access door to open it.

   The carriage moves to the center of the printer.

   Figure : Open the ink cartridge access door

   

4. Wait until the carriage is idle and silent before you continue.

5. Lightly press down on one of the ink cartridges to release it, and then pull the ink cartridge toward you out of its slot.

   Figure : Press down to remove the ink cartridge

   

      CAUTION: 

   Do not remove both ink cartridges at the same time. Remove and clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.

6. Hold the ink cartridge by its sides.

   Figure : Hold the ink cartridge by its sides

   

7. Inspect the ink cartridge contacts for ink and debris buildup.

      CAUTION: 

   Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.

   Figure : Do not touch the contacts or nozzles

   

8. Lightly moisten a foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.

9. Clean the face and edges around the ink nozzle with the swab.

      CAUTION: 

   Do not clean the ink nozzle plate.

   Figure : Clean the area around the ink nozzle

10. 1. 

       Nozzle plate - Do not clean

    2. Area surrounding ink nozzle - Do clean

    3. Ink cartridge contacts - Do not clean

11. Either let the ink cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.

12. Slide each ink cartridge at a slight upward angle into the empty slot, and then gently push up on each ink cartridge until it locks into place.

    Figure : Push the ink cartridge into its slot

    

13. Repeat these steps to clean around the nozzles on the other ink cartridge.

14. Close the ink cartridge access door.

15. Reconnect the power cord to the rear of the printer.

16. Press the Power button to turn on the printer, if it does not turn on automatically.

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.

[lilhead]

I have already done this. As there is no customer services number I have looked online and done everything. It is still not working. I appreciate your help however it’s now 3 days and it’s not working. The fact a company doesn’t have a customer services number to speak to someone face to face doesn’t really give me much confidence in a company and I would have thought a big company like HP would have. 

[sandytechy20]

@lilhead

Thanks for the reply.

I appreciate your time and effort.

I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.