Hello and thanks in advance for any assistance!
My printer, an HP OfficeJet 6962 all-in-one, has been working fine since I bought it about two years ago. A couple days ago all three color cartridges needed simultaneous replacement due to regular use (they didn't all suddenly fail simultaneously, they each gradually declined in approximate unison). I had purchased an official HP cartridge combo pack (three color and one black) a while back and installed the three color cartridges successfully, though the magenta cartridge bled a tiny bit of ink after I twisted the orange handle thing off it.
The problem is that after installation I can't print in color, though black and white printing still works just fine. When I try to print color I only get some black shading where the darker shades would be (I presume the black shading would have been used to make color darker). Color printing worked fine just the day before. I can confirm it's not a software issue as the same problem exists for color photocopying. Since the problem started, sometimes when I try to print I get the error message that "one or more cartridges are missing or damaged", although the message appears only rarely, and doesn't prevent me from carrying out the print job. When I check the ink levels, all color cartridges are indicated to be full.
Is there something wrong with the printer? Can one faulty color cartridge prevent the other two color cartridges from working? Or is it possible that all three color cartridges from the combo pack are defective?
I wanted to experiment by removing one color cartridge and printing with just the other two installed, to see if taking the bad one out would let the other two function (and to allow me to identify the bad one), but I get the same error message that "one or more cartridges are missing or damaged" and this time the printer wouldn't allow printing to proceed with a cartridge physically missing. The old cartridges have since been discarded so I can't swap them back in, either. I tried all normal troubleshooting steps: restarting the printer, unplugging the printer, cleaning the nozzle heads, carefully cleaning each cartridge. I use Ubuntu 16.04. and my printer drivers are up to date, but again it's not a software issue since color photocopying has the same problem.
I'd like to know if I should attempt to purchase additional (expensive) cartridges and see if they work, or if the printer itself may be at fault. I just called HP support and they said that one defective cartridge would not prevent other cartridges from functioning, which is also what I was told when I went back to the store I purchased the cartridges from initially. HP said the problem is probably that the nozzle heads are no longer detecting the cartridges and that since the nozzle heads in this printer model can't be removed then the solution is to purchase a new printer if I wish to print in color... they proceeded to offer me a special printer deal, which makes me skeptical they may have just said that to make a sale. When I asked if there was a chance that buying new cartridges could fix it, they said there was a small chance.
I still have the receipt for the HP combo pack, but it seems so unlikely that the entire pack would be defective. I still haven't tried the black cartridge as the currently installed one was recently changed.
Thanks for taking the time to advise me on this pesky matter!
Edited by AndrewDobbs, 19 June 2018 - 05:51 PM.