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Can you please remove the power to the printer (so unplug it from the power socket).
Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.
Let me know the results please
I want you please to perform a clean of the printhead.
To do this, please do the following
If no improvements, run this up to 3 times and tell me if it gets it printing correctly please.
From the control panel home screen, touch the Settings icon (), and then touch Tools.
Touch the Down Arrow (), and then touch Clean Printhead. The product cleans the printheads, and then prints a test page.
When it cleaned the printhead, how did that paper look?
ok, is the printer under warranty? As the next step will void it if it is.
ok, please follow this instructions guide to remove the print head from the printer
Once done, wash and soak it in warm soapy water for 20 minutes then rinse and let it dry out for about 30 minutes)
Then it back in the printer and tell me if black now prints please.
are you sure it is seated correctly?
ok, can you change them then and tell me if it then prints please
ok, but if it is complaing about one of the cartridges then one of these will be faulty.
You will need to start with Red and Yellow.
you have to put in the correct cartridge, you cannot use one colour in another slot sorry, it knows the colour of the cartridge.
It is the internal print head that has faulted, this now confirms it
I am really sorry about this and you are going to have to return the printer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.