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Message 1 of 6
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hp officejet pro 6978 will not print blue cyan

HP Recommended
hp officejet pro 6978
Microsoft Windows 10 (64-bit)

Cleaned heads 3x3. Did not help.

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HP Support Agent
HP Support Agent
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Message 2 of 6
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@gideonfell Welcome to HP Community!

 

I understand that you are unable to print cyan.

 

Please let us know are you able to make the color photocopy without any issue.

 

To better assist you -  

 

1) Are you using a genuine HP ink? 

2) Are you experiencing this issue while making a photocopy as well?  

3) What's the application or software (Word, Adobe, etc.) that you are printing from? Have you tried printing from a different application or maybe from a different device to the printer?   

4) How's the printer connected - wired or wireless?  

 

While you respond to that, let's these steps to reset the printer -  

 

1) Take out the cartridges.  

2) Unplug the power cord from the printer & wall.  

3) Wait for 30 seconds.   

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector.  

5) Insert the cartridges back into the printer. 

 

Also, try updating the printer's firmware. Refer to this document for step by step instructions - HP Printers - Updating or Upgrading Printer Firmware 

 

If the issue still persists, I'd suggest, printing a Print Quality Diagnostics Report as this will help us isolate the issue. To print the Print Quality Diagnostics Report - 

 

1) Load plain white paper in the input tray. 

2) From the printer control panel, open the Setup  menu. 

3) Open the Reports or Tools menu. 

4) Touch Print Quality Report. 

 

Once the report is printed, please post a picture of the report here. 

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!
 

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Thank you for helping.

1) Are you using a genuine HP ink? YES

2) Are you experiencing this issue while making a photocopy as well?  YES

3) What's the application or software (Word, Adobe, etc.) that you are printing from? Have you tried printing from a different application or maybe from a different device to the printer?   ANY

4) How's the printer connected - wired or wireless?  WIRELESS

 

I followed your instructions...no changes. The firmware is up to date.

6978 print quality diagnostic page.jpg

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HP Support Agent
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Message 4 of 6
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@gideonfell

 

Thank you for the update.

 

Have you replaced the cyan ink cartridge?

 

When you print the diagnostic print. It will show the cyan color or not?

 

If the issue still persists, please contact our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.

 

 

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

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

 

Have a nice day!!

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my 3rd time to replaced the colored ink they stop fro printing colored. and i all the cleaning suggestion still not working...

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HP Support Agent
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@M72s

 

Please let us know which printer model you are using.

 

Please print the print diagnostic page and check.

 

To print the Print Quality Diagnostics Report - 

 

1) Load plain white paper in the input tray. 

2) From the printer control panel, open the Setup  menu. 

3) Open the Reports or Tools menu. 

4) Touch Print Quality Report. 

 

Have a nice day!!

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