Our printer stopped printing using the black cartridge. Printing and copying on black do not work

[Gando368]

Last week we started getting poor quality printing.  Now the black cartridge stops printing all together.  All firmware is up to date.  We have replaced both cartridges.   I have run the cleaning programs multiple times.   Color seems to be fine, can't quite tell.  Nothing in black prints.   Any test pages act like they are printing but nothing is printed.   If we do any copies in black and white they do not print.  ONly blacnk pages come out.

[KrazyToad · Accepted solution]

Hi @Gando368

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I understand that you are unable to print in Black and you have already replaced the cartridges.

I appreciate all the troubleshooting steps attempted.

I'd like to help.

This seems to be an issue with the Printer.

You can refer to this Link

I would request you to contact our Phone Support for Service Options.

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you.

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons.

[Gando368]

Thank you for your response. That was mt inclination. I also found out that the black cartridge had not been swapped. So we will try that first

[A4Apollo]

Hi! @Gando368, I am the Mr.Robot. It looks like you were interacting with @KrazyToad, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned you have not swapped the black ink cartridge.

Sure take your time and replace the ink cartridge and check if the issue persists.

If the issue persists after replacing the ink cartridge. It is a hardware issue with your printer.

Please contact HP support for service options.

Take Care! 

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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