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'The Following Printhead has a problem' or 'The following printheads are missing or damaged, replace the printhead' Message Displays on the All-in-One

  • PrintPrint

Issue

One of the following messages displays on the printer control panel, and the printer does not print.
  • 'The Following Printhead has a problem'
  • 'The following printheads are missing or damaged, replace the printhead'

Solution

Follow these steps in the order presented to resolve the issue.
NOTE:If error messages also display on the computer, clear the error messages after each of the following steps. You might have to delete pending print jobs from the print queue on the computer to clear the error messages.

Step one: Perform a power reset

Follow these steps to reset the printer. Make sure you connect the printer directly to a wall outlet and not a surge protector or power strip.
  1. Press the Power button () to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step two: Clean the electrical contacts on the printhead and inside the printer

The ink nozzles on the printheads might clog if you expose them to air for more than a few minutes. The ink nozzles also might clog if you do not use the printer for long periods of time. Follow these steps to clean the electrical contacts on the printheads.
CAUTION:Follow these steps carefully to avoid damaging the sensitive electrical components.
  1. Press the Power button to turn on the printer.
  2. Open the top cover of the printer.
  3. Press and hold the OK button for five seconds. The carriage moves to the left side of the printer. Release the OK button.
  4. Wait until the carriage is idle and silent.
    NOTE:Do not remove or replace the printhead if the carriage is not on the left side of the printer.
  5. With the power on, unplug the printer power cord from the electrical outlet.
    NOTE:Do not turn the printer off by pressing the Power button, because the carriage will move out of reach.
  6. Lift the printhead latch.
    Figure 1: Lift the printhead latch
  7. Lift the handle on the printhead that the error message indicates is missing or damaged, and then pull the printhead out of its slot.
    Figure 2: Lift the handle and remove the printhead
  8. Use a dry, soft, lint-free cloth to remove any ink from the electrical contacts on the printhead.
    CAUTION:Wipe only the electrical contacts. Wiping the ink nozzles, located on the underside of the printhead, can damage the printhead.Do not touch the nozzles. Doing so permanently damages the ink nozzles, and the ink stains clothing.
    Figure 3: Electrical contacts and ink nozzles
    1 - Electrical contacts
    2 - Ink nozzles
  9. Wipe the electrical contacts with the swab until no ink residue remains.
  10. Wipe the electrical contacts with a fresh cloth to dry them and remove lint.
  11. After the electrical contacts on the printhead are clean and dry, place the printhead on a sheet of paper or a paper towel. Make sure that the ink nozzles face up and do not touch the paper.
  12. Use a fresh, dry, soft, lint-free cloth to clean the electrical contacts inside the printer.
    Figure 4: Clean the electrical contacts inside the printer
  13. Allow at least five minutes for the contacts to dry. Check the contacts for lint or debris, and then dry or clean the contacts again if needed.
  14. Plug the printer power cord back into the electrical outlet.
  15. Press the Power button to turn on the printer.
  16. Insert the printhead into its color-coded slot. Press down firmly on the printhead to make sure the electrical contacts touch.
  17. Pull the printhead latch all the way forward, and then press down to engage the latch.
    NOTE:You might have to press firmly to engage the latch.
    If the error message indicates that both printheads are missing or damaged, repeat the steps in this procedure to clean the other printhead.
  18. Close the top cover of the printer. The printer restarts, and then prints an alignment page.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step three: Replace the printhead

If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.
  1. Press the Power button to turn on the printer.
  2. Open the top cover of the printer.
  3. Press and hold the OK button for five seconds. The carriage moves to the left side of the printer. Release the OK button.
    NOTE:Do not remove or replace the printhead if the carriage is not on the left side of the printer.
  4. Wait until the carriage is idle and silent.
  5. Lift the printhead latch.
    Figure 5: Lift the printhead latch
  6. Lift the handle on the printhead you are replacing, and then pull the printhead out of its slot.
    Figure 6: Lift the handle and remove the printhead
  7. Shake the new printhead package five to six times.
    Figure 7: Shake the printhead package
  8. Remove the new printhead from the package.
  9. Remove the protective caps from the printhead.
    Figure 8: Remove the protective caps
  10. Insert the printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to make sure the electrical contacts touch.
  11. Pull the printhead latch all the way forward, and then press down firmly to engage the latch.
    NOTE:You might have to press firmly to engage the latch.
    If the error message indicates that both printheads are missing or damaged, repeat the steps in this procedure to replace the other printhead.
  12. Close the top cover of the printer. The printer restarts and then prints an alignment page.

Step four: Service the All-in-One

These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty, contact HP.
  • If your product is out of warranty, fees might apply for contacting HP.

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