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HP Printers - 'Ink System Failure' or '0x ...' Error Message Displays

This document is for HP printers that use 564, 364, 178, 862, or 920 ink cartridges with a removable printhead.
An 'Ink System Failure' or '0x...' error message displays on the printer control panel. The exact text of these error messages varies by printer, but they are usually preceded by the word 'Error.'
The steps in this document apply to the Ink System Failure error message that displays either no error code or any of the following frequent error codes:
  • 0xC19A0003
  • 0xc19a0013
  • 0xc19a0043
  • c05d0082
For a complete list of error codes, go to Examples of additional error codes section at the end of this document.
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 the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 2: Reset the printer
Disconnect the printer power cord and restart the printer to reset any internal errors.
  1. If the printer is turned off, press the Power button to turn on the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
     note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. If the printer does not turn on by itself, press the Power button to turn it on.
     note:
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 3: Check printer inks levels on your Windows or Mac computer
If an ink cartridge has a low or empty ink level, the error might be caused by that ink cartridge. If the Ink Alert message displayed before the error occurred, replacing the ink cartridge might resolve the issue. Go to HP SureSupply to order new ink cartridges.
Check your printer control panel for the Estimated Ink Levels feature. Control panel options vary by printer model. If you are unable to display the ink levels, select your computer operating system below and open the HP Solution Center.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 4: Clean the ink cartridge vents and contacts
Ink buildup or debris on the ink cartridge contacts and vents might cause an ink cartridge error.
  1. Gather the following cleaning materials:
    • A pin to clean any clogged vents
    • A few clean, lint-free cloths (e.g. Coffee filters and eye-glass cleaning cloth work well.)
    • A clean piece of paper
    • Distilled or bottled water
      Do not use tap water because it might contain contaminants that can damage the printhead.
  2. Turn on the printer, if it is not already on.
  3. Lift the ink cartridge access door to open it.
  4. To remove the ink cartridge, press the tab on the front of the ink cartridge to release it, then remove it from the slot.
    Place the ink cartridges on a clean piece of paper with the ink opening pointing up.
    Figure : Example of removing an ink cartridge from the printhead
    Image: Example of removing an ink cartridge from the printhead.
     note:
    Do not leave the ink cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the ink cartridges.
  5. If an orange tab is attached to any ink cartridge, remove it.
    Figure : Example of the orange tab
    Image: Example of the orange tab.
  6. Examine the vent area, which is located on top of the ink cartridge, next to the HP logo.
    Figure : Example of the vent area
    Image: Example of the venta area.
  7. If any of the ink cartridges have clogged vents, use a pin to clean the vents.
    Figure : Example of a clogged vent
    Image: Example of a clogged vent.
    Figure : Example of a clean vent
    Image: Example of a clean vent.
  8. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris on the copper-colored contact on the ink cartridge.
    Figure : Example of the copper-colored contact on the ink cartridge
    Image: Example of the copper-colored contact on the ink cartridge.
  9. Reinsert the ink cartridge into the matching letter and colored dot slot, then push the ink cartridge forward until it locks into place.
    Figure : Example of sliding the ink cartridge into the correct slot
    Image: Example of sliding the ink cartridge into the correct slot.
    Figure : Example of snapping the ink cartridge into place
    Image: Example of snapping the ink cartridge into place.
  10. Run your finger along the top of the ink cartridges to make sure none of them protrude.
    If any ink cartridges protrude, then press down firmly until each ink cartridge snaps into place.
  11. Close the ink cartridge access door.
  12. Check the printer control panel display for the error message.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 5: Run the printhead cleaning utility from your Windows or Mac computer
The printhead has microscopic nozzles that might clog when exposed to the air for more than a few minutes. To unclog the nozzles, clean the printheads using the printhead cleaning utility from your computer.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 6: Remove, clean, then reinstall the printhead
If the printhead cleaning utility did not resolve the problem, the printhead might be installed incorrectly, or there might be ink or debris on the printhead electrical contacts.
 caution:
Clean the printhead contacts only after running the printhead cleaning utility from your computer. Printhead contacts contain sensitive electronic components that can be damaged easily.
  1. Gather the following cleaning materials:
    • A few clean, lint-free cloths (e.g. Coffee filters and eye-glass cleaning cloth work well.)
    • A clean piece of paper
    • Distilled or bottled water
      Do not use tap water because it might contain contaminants that can damage the printhead.
  2. Turn on the printer, if it is not already on.
  3. Open the ink cartridge access door.
  4. To remove the ink cartridge, press the tab on the front of the ink cartridge to release it, then remove it from the slot.
    Place the ink cartridges on a clean piece of paper with the ink opening pointing up.
    Figure : Example of removing an ink cartridge
    Image: Example of removing an ink cartridge.
     note:
    Do not leave the ink cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the ink cartridges.
  5. Lift the latch handle on the ink carriage until it stops.
    Figure : Lifting the ink carriage latch handle
    Image: Lifting the ink carriage latch handle.
  6. Lift up to remove the printhead from the ink carriage.
    Figure : Removing the printhead
    Image: Removing the printhead.
  7. Before proceeding, review the three areas of the printhead that need to be cleaned.
      Figure : Example of the three areas to clean on the printhead
      Image: There are three areas to clean on the printhead: the plastic ramps on both sides of the ink nozzles, the edge between the nozzles, and the electrical contacts
    1. Plastic ramp on the side of the ink nozzles
    2. Edge between nozzles and contacts
    3. Electrical contacts
     caution:
    Do not touch the nozzles or the electrical contacts with your fingers. Touch the electrical contact areas only with the cleaning materials.
  8. Use a fresh, lightly dampened, lint-free cloth to wipe the electrical contact area from the bottom to the top until no new ink shows on the cloth.
    Use as many fresh, lightly dampened, lint-free cloths as necessary.
    Figure : Cleaning the electrical contacts
    Image: Cleaning the electrical contacts.
  9. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the nozzles and the contacts.
    Figure : Cleaning the edge of the printhead
    Image: Cleaning the edge of the printhead.
  10. Use a fresh, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides, away from the nozzles.
    Figure : Cleaning the printhead ramps
    Image: Cleaning the printhead ramps.
  11. Wipe the previously cleaned areas dry with a dry, lint-free cloth before you proceed.
  12. Use a fresh, lightly dampened, lint-free cloth to wipe the electrical contact area from the bottom to the top until no new ink shows on the cloth.
    Use as many fresh, lightly dampened, lint-free cloths as necessary.
    Figure : Cleaning the electrical contacts inside the printer
    Image: Cleaning the electral contacts inside the printer.
  13. Wipe the electrical contact area dry with a dry, lint-free cloth before you proceed.
  14. Make sure the ink carriage latch handle is up, then reinstall the printhead.
    Figure : Reinstalling the printhead
    Image: Reinstalling the printhead.
  15. Carefully lower the ink carriage latch handle.
    Figure : Lowering the ink carriage latch handle
    Image: Lowering the ink carriage latch handle
  16. Reinsert the ink cartridge into the matching letter and colored dot slot, then push the ink cartridge forward until it locks into place.
    Figure : Example of sliding the ink cartridge into the correct slot
    Image: Example of sliding the ink cartridge into the correct slot.
    Figure : Example of snapping the ink cartridge into place
    Image: Example of snapping the ink cartridge into place.
  17. Run your finger along the top of the ink cartridges to make sure none of them protrude.
    If any ink cartridges protrude, then press down firmly until each ink cartridge snaps into place.
  18. Close the ink cartridge access door.
  19. Check the printer control panel display for the error message.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 7: Reset the printer
Disconnect the printer power cord and restart the printer to reset any internal errors.
  1. If the printer is turned off, press the Power button to turn on the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
     note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. If the printer does not turn on by itself, press the Power button to turn it on.
     note:
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
Step 8: Replace the printhead
Install a new printhead assembly when the existing printhead assembly is damaged or is incompatible with the product. Replacement printhead assemblies are only available from HP Customer Support or authorized service providers.
 caution:
Wait until you have a new printhead assembly available before removing the ink cartridges. Do not leave the ink cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the ink cartridges.
If you have a defective ink 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, then review the limited warranty information for your supplies.
This information applies to the United States only.
If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. Go to the HP Parts store.
  2. Select your country/region from the list.
  3. Select Search by part number , then type one of the part numbers below in the Search for a part text box.
    • If your printer uses 4 ink cartridges, type CN643A
    • If your printer uses 5 ink cartridges, type CN642A
  4. Follow the online instructions to order the printhead assembly.
If the error message no longer displays, the issue is resolved, and you can stop troubleshooting.
 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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