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HP Officejet 6500 Printers - Color or Black Ink Not Printing, or the Printed Page is Blank or Prints with Little Ink

This document is for HP Officejet 6500 and Officejet 6500 Wireless All-in-One printers.
If your printer is having issues with black ink not printing, color ink not printing, or the printer prints a blank page, the issue might be:
  • One or more of the ink cartridges are low
  • Ink cartridges are improperly seated
  • Printhead needs cleaned or replaced
HP recommends that you use genuine HP ink cartridges. HP cannot guarantee the quality or reliability of non-HP ink cartridges or refilled HP ink cartridges. If you do not use genuine HP ink cartridges, the steps in this document might not resolve print quality issues.
Visit HP SureSupply to check ink cartridge compatibility or purchase replacement ink cartridges.
  1. Go to the HP SureSupply website.
  2. Scroll to the bottom of the page, then make sure the country/region location is correct.
  3. Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
Genuine HP ink cartridges can also be purchased from other retailers.
If using genuine HP ink cartridges does not resolve the issue, replace any low or empty ink cartridges.
Step 2: Check estimated ink levels
Check estimated ink levels to see if any ink cartridges are critically low or empty. Ink must be available in each cartridge to run printhead-servicing tasks and prevent nozzles from clogging with ink.
Check the estimated ink levels from the Home screen on the printer control panel.
  1. Look at the estimated ink levels on the Home screen of the printer control panel. The control panel displays the ink levels as "bucket" icons above each color marker.
    Figure : Estimated ink level indicators on the printer control panel
    Image: Estimated ink level indicators on the printer control panel.
  2. Identify any low or empty ink cartridges:
    • An exclamation mark (!) in the bucket indicates a low or empty ink cartridge of the color marker below the bucket.
    • An ink cartridge that is not low or empty shows you its estimated ink level in the bucket above its corresponding color marker: Magenta, cyan, yellow, and black.
 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 print quality becomes unacceptable.
Step 3: Replace any low or empty ink cartridges
Replace any critically low or empty ink cartridges. Skip this step if no cartridges display an exclamation point when checking the estimated ink levels.
The following video demonstrates how to replace an ink cartridge.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the ink cartridge access door. The carriage moves to the center of the printer. Wait until the carriage stops moving before proceeding.
    Figure : Open the ink cartridge access door
    Image: Open the ink cartridge access door.
  3. Press in the tab on the front of the ink cartridge, and then pull it out and up to remove it from its slot.
    Figure : Remove the ink cartridge from its slot
    Image: Remove the ink cartridge from its slot.
     caution:
    Do not lift the gray latch next to the carriage to install the ink cartridges. Doing so can result in incorrectly seated ink cartridges and printing problems. The latch must remain down to correctly install the ink cartridges.
  4. On the new ink cartridge, pull the orange pull-tab straight back to remove the plastic wrap.
    Figure : Remove the plastic wrap
    Image: Remove the plastic wrap.
  5. Twist the orange cap counterclockwise to snap it off the ink cartridge.
    Figure : Remove the orange cap
    Image: Remove the orange cap.
  6. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge.
  7. Press down on the ink cartridge until it clicks firmly into place.
    Figure : Press the ink cartridge into place
    Image: Press the ink cartridge into place.
  8. Repeat these steps for each ink cartridge that you want to replace.
  9. Close the ink cartridge access door. The carriage moves to the right side of the printer.
If replacing any low or empty ink cartridges does not resolve the issue, go to the next step.
Step 4: Make sure that the ink cartridges are properly vented and seated correctly
If the vent on the top of the ink cartridge is clogged or obstructed, the ink cartridge might not work properly. Make sure that the ink cartridges are properly vented and seated correctly.
  1. If the printer is not already on, press the Power button to turn it on.
  2. Open the ink cartridge access door.
    Figure : Open the ink cartridge access door
    The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
  3. Press the tab on the front of one of the ink cartridges to release it, and then remove it from its slot.
    Figure : Remove the ink cartridge
    Image: Removing the ink cartridge
     caution:
    Do not lift the gray latch next to the carriage to remove the ink cartridge. Doing so can result in incorrectly seated ink cartridges and printing problems.
  4. Examine the vent area above the HP logo on the top of the ink cartridge.
    Figure : Vent area on the ink cartridge
    Image: Vent area on the top of the ink cartridge.
  5. If the ink cartridge still has the orange pull-tab attached, pull to remove it.
    Figure : Orange pull tab
    Image: Orange pull tab.
  6. If the vent is clogged, use a straight pin to gently remove excess adhesive from the vent.
      Figure : Clean the clogged vent with a pin
      Image: Clean the clogged vent with a pin.
    1. Clogged vent
    2. With a straight pin, gently remove excess adhesive from the vent
    3. Unclogged vent
  7. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge.
  8. Press down on the ink cartridge until it clicks firmly into place.
    Figure : Press the ink cartridge into place
    Image: Press the ink cartridge into place.
  9. Repeat these steps to inspect the vents on each of the ink cartridges.
  10. Make sure that each ink cartridge is firmly in place in its slot. Run your finger along the top of the ink cartridges to feel for any that are protruding, and if any are, press down firmly until each ink cartridge snaps into place.
  11. Close the ink cartridge access door.
  12. Try the print job again.
If after making sure that the ink cartridges are properly vented and seated correctly does not resolve the issue, go to the next step.
Step 5: Use the automated tool to clean the printhead
From the control panel, use the automated tool to clean the printhead.
If the printhead is badly clogged, you might need to clean the printhead several times to restore normal print quality.
  1. Load letter, A4, or legal size, unused, plain, white paper into the main input tray.
  2. On the printer control panel, press the Setup button ().
  3. Press the Right Arrow button () to select Tools, and then press OK.
  4. Press the Right Arrow button () to select Clean Printhead, and then press OK. The printer cleans the printhead.
  5. Press the Back button () to return to the main screen.
If cleaning the printhead using the automated tool does not resolve the issue, go to the next step.
In general, if your printer is within warranty, so is the printhead. Additionally, if HP has replaced your printhead or if you have purchased a replacement, the replacement printhead is covered under warranty for 90 days, regardless of printer warranty. If you are not sure if your printhead is under warranty, see HP’s Warranty Check Tool.
  • If the printhead is in warranty, contact HP to see if the printer's condition warrants a replacement printhead based on the terms of your product’s warranty. Do not continue with these steps if your printhead is in warranty. Skip to the step to service the printer.
  • If the printhead is out of warranty, follow the remaining steps to manually clean the printhead.
Step 7: Prepare to clean the printhead
Gather the following items:
  • A clean disposable container capable of holding enough water to submerge the printhead
  • Two clean lint free cloths such as coffee filters
  • Filtered or distilled water (tap or mineral water may contain contaminants that could damage the printhead)
  • A pan and stove or other means of heating water
  • Disposable gloves
  • Paper towels
When manually cleaning the printhead, the printhead nozzles are soaked in very warm water for no longer than ten minutes. Use these steps only as a last resort and if the printhead would be disposed of otherwise.
 caution:
Manually cleaning the printhead should only be performed if the printhead is no longer under warranty.
  1. Set the pan on the stove, and then fill the pan with filtered or distilled water.
     caution:
    Do not use alcohol or other solvents. This may damage the printhead, causing the printhead layers to separate, requiring replacement of the printhead.
  2. Heat the water until the water is very warm to the touch, but do not boil the water.
  3. Stack the paper towels at the bottom of the disposable container until the stack is about 6.5 mm (1/4 inch) deep.
  4. Pour the warm water from the pan into the disposable container so that it is 5 cm (2 inches) deep and covering the paper towels.
  5. Put on disposable gloves to prevent ink from transferring to your skin or clothes.
  6. Press the tab on the front of the ink cartridges to release them, and then lift the ink cartridges out of the printhead.
     note:
    Do not leave the ink cartridge outside the printer for longer than 30 minutes. The printhead and ink cartridges can be damaged by being exposed to air outside of the printer.
    Figure : Remove the ink cartridges
    Image: Removing the ink cartridges
  7. Set the ink cartridges upside down on a paper towel.
    Figure : Place the ink cartridges upside down
    Image: Place the ink cartridges upside down
  8. Lift the latch handle on the carriage until it stops, and then carefully lift up on the printhead to remove it from the printer.
    Figure : Remove the printhead
    Image: Remove the printhead
  9. Moisten one of the clean, lint-free cloths with some of the warm water and use it to clean the underside of the printhead. Repeatedly wipe the nozzle area gently until excess black or color ink does not transfer to the cloth. Do not press into the nozzle area as this can cause damage.
     caution:
    Do not force water into the printhead, this can cause printhead delamination.
    Figure : Wipe the nozzles
    Image: Wipe the nozzles
  10. Place the printhead into the disposable container so that the bottom rests on the paper towels, and then let it soak for 10 minutes.
      Figure : Soak the printhead
      Image: Soak the printhead
    1. Paper towels
    2. Water level
  11. Remove the printhead, and then gently wipe the excess water with a dry lint free cloth.
     caution:
    Do not use a hair dryer to dry off the printhead. This could cause the nozzles to dry out and clog.
  12. Let the printhead air-dry on a paper towel for 15 minutes with the nozzles facing up.
     caution:
    Do not use compressed air to blow out the printhead. This can cause delamination of the printhead.
    Figure : Printhead drying with the nozzles up
    Image: Printhead drying with the nozzles up
  13. Lower the printhead into the carriage, and then carefully lower the latch handle.
     note:
    Make sure that the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Install the new printhead
    Image: Install the new printhead
    Figure : Lower the latch handle
    Image: Lower the latch handle
  14. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge.
  15. Press down on the ink cartridge until it clicks firmly into place.
    Figure : Press the ink cartridge into place
    Image: Press the ink cartridge into place.
  16. Repeat these steps for each ink cartridges.
 note:
If you encounter the 'Printhead Problem' error message, turn the printer off and back on again.
The automated printhead cleaning tool must run after manually cleaning the printhead.
Step 9: Clean the printhead using the automated tool
From the control panel, use the automated tool to clean the printhead again after manually cleaning the printhead.
  1. Load letter, A4, or legal size, unused, plain, white paper into the main input tray.
  2. On the printer control panel, press the Setup button ().
  3. Press the Right Arrow button () to select Tools, and then press OK.
  4. Press the Right Arrow button () to select Clean Printhead, and then press OK. The printer cleans the printhead.
  5. Press the Back button () to return to the main screen.
If cleaning the printhead does not resolve the issue, go to the next step.
Step 10: Order 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.
These steps apply to all countries/regions except the United States.
If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new ink cartridges with the replacement printhead.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. Go to the HP How to Buy website, and then click your country-language.
  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store.
  3. Under Find your part(s), type CN643A in the Search by part number text box. Follow the on-screen instructions to order the printhead assembly.
When you have the replacement printhead, go to Replacing the Printhead for detailed instructions to remove the old printhead and install the new one.
If replacing the printhead does not resolve the issue, go to the next step.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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