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HP OfficeJet Pro 7740 Printers - Color or Black Ink is Not Printing

This document is for the HP OfficeJet Pro 7740 Wide Format All-in-One Printer.
The printer is working, but the printed output is missing black or color ink, or the printed page is blank or has very little ink.
In general, low ink levels should not impact print quality. Your printer stops and displays a message when ink levels get too low. However, the printer might still perform a limited amount of printing in 'backup mode' at low ink levels. In backup mode, blacks might not be as dark, or printouts might be in grayscale (shades of gray with no color). Replace any low ink cartridges if backup mode printing is unacceptable.

Step 1: Use genuine HP ink cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
Purchase replacement cartridges and other supplies from the HP Store or local retailers.

Step 2: Check the estimated ink levels

Check the estimated ink levels. If an ink cartridge is empty, your printer can print for a period of time in either greyscale or composite black, depending on which ink cartridge is empty. If a color ink cartridge is empty, the printer prints in greyscale using black ink. If the black ink cartridge is empty, the printer prints in composite black using color ink. Composite black might not be as dark as regular printouts.​
note:
Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low ink levels, consider having a replacement ink cartridge available to avoid possible printing delays. You do not need to replace ink cartridges until you are prompted to.
On the printer control panel, swipe down from the top of the screen to open the Dashboard, and then touch the Ink Level Indicator icon .
The control panel displays estimated ink levels. The amount of color shown within a column represents how much ink remains in the ink cartridge of that color.
Image:  Example of the ink level display.

Step 3: Replace any low or empty ink cartridges

Replace any critically low or empty ink cartridges, and then try to print again. Skip this step if all ink cartridges show healthy ink levels.
note:
To avoid print quality issues and dried out ink cartridges, do not leave any ink cartridges outside the printer for longer than 30 minutes.
  1. Turn on the printer.
  2. Open the ink cartridge access door.
    Figure : Opening the ink cartridge access door
    Image: Open the ink cartridge access door
  3. Wait until the carriage is idle and silent before you continue.
  4. Push in on the front of the ink cartridge to release it, and then pull the ink cartridge toward you to remove it.
    Figure : Removing the ink cartridge from its slot
    Image: Remove the ink cartridge from its slot.
  5. Remove the replacement ink cartridge from its package.
  6. Slide the new ink cartridge into its slot, and then gently push it forward until it snaps into place.
      caution:
    Do not lift the latch handle on the carriage to insert ink cartridges. Doing so could cause the printhead or ink cartridges to be incorrectly seated, which could damage the print mechanism and cause printing problems.
    Figure : Inserting the ink cartridge into its slot
    Image: Insert the ink cartridge into its color-coded slot
  7. Repeat these steps to install any other new ink cartridges.
  8. Make sure no ink cartridge is sticking out farther than the others. If an ink cartridge is sticking out, push it until it snaps into place.
  9. Close the ink cartridge access door.
    Figure : Closing the ink cartridge access door.
    Image: Closing the ink cartridge access door.
Try to print. If these steps resolved the issue, you do not need to continue troubleshooting.

Step 4: Clean the printhead

The printhead could be clogged, and you might need to clean the printhead several times to restore print quality. Use an automated tool from the printer control panel to clean the printhead.
  caution:
Never turn off the printer when ink cartridges are not installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.
  1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
  2. Swipe up on the display, and then touch Printer Maintenance.
  3. Touch Clean Printhead, and then touch Continue.
    A test page prints.
    Example of the printhead cleaning test page
  4. Examine the test page.
    • If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. Repeat these steps for the third cleaning stage, if necessary.
      note:
      If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform all three levels of cleaning again.
    • If the print quality is acceptable, touch Done.
Try to print. If these steps resolved the issue, you do not need to continue troubleshooting.

Step 5: Order a replacement printhead

If the previous steps did not resolve the issue, replace the printhead.
  caution:
Wait until you have a new printhead assembly available before removing the ink cartridges. HP recommends that you do not leave the ink cartridges outside the printer longer than 30 minutes. This could damage both the printer and the ink cartridges.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to Printer and Page Yield Overview, and then review the limited warranty information for your supplies.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. Go to HP Parts Store (in English), and then select your country/region and language combination, if prompted.
  2. In the Find your part search box, type M0H91A, and then press Enter.
  3. Follow the on-screen instructions to order the printhead assembly.
When you have the replacement printhead, go to Replacing the Printhead .
Try to print. If these steps resolved the issue, you do not need to continue troubleshooting.

Step 6: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.
note:
Keep a print sample that shows the problem. If the ink cartridges, printhead, or printer is replaced under warranty, the support agent will request the print sample. If the printer is returned to HP, the print sample must be returned with the printer. Place the sample in the output tray when you package your printer for shipping.

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