hp-support-head-portlet

Actions
Loading...

HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

A 'Missing or Failed Printhead' Displays for HP Officejet Pro 251dw, 276dw, and 8600 Printer

This document is for HP Officejet Pro 251dw, 276dw, and 8600 printers.
After installing a new printhead, a 'Missing or Failed Printhead' error message displays on the printer control panel and the printer does not print. An unlatched or improperly seated printhead can cause this error.
Example message on the printer control panel
Missing or failed printhead
The printhead appears to be missing, not detected, or incorrectly installed.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Step 1: Use genuine HP cartridges
If ink cartridges are loaded in your printer that are not compatible with you printer, it might cause an error message. To get the best print quality, use genuine HP cartridges.
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.
The following video demonstrates how to replace cartridges.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
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.
Step 2: Reset the printer
Follow these steps to reset the printing mechanism.
  1. Turn the printer on, if it is not already on.
  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. Turn on the printer, if it does not automatically turn on.
    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 persists, continue to the next step.
Step 3: Unseat the printhead
Follow these steps to reseat the printhead.
  1. Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
      Figure : Open the cartridge access door
      Image: Open the cartridge access door.
    1. Slot on the left side of the printer
  2. Unplug the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
     warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  3. Lift the carriage latch.
    Figure : Lift the carriage latch
    Image: Lift the carriage latch.
  4. Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.
    Figure : Slightly lift the printhead
    Image: Slightly lift the printhead.
  1. Reinsert the printhead into the carriage to reseat it. As you guide the printhead into the carriage, it settles into the carriage as it seats.
    Figure : Reseat the printhead
    Image: Reseat the printhead.
  2. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  3. Lower the carriage latch.
    Figure : Lower the carriage latch
    Image: Lower the carriage latch.
  4. Make sure that the carriage latch is down.
      Figure : Carriage latch positions
      Image: Carriage latch positions.
    1. Carriage latch is up
    2. Carriage latch is down
  5. Close the ink cartridge access door.
  6. Reconnect the power cord to the rear of the printer.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step 5: Reseat the printhead up to three times
Sometimes error messages persist after inserting the printhead. To clear any error messages, reseat the printhead by repeating all steps in this solution up to three times.
Examples of error messages on the printer control panel:
Problem with Ink System
Missing or failed printhead
Ink System Failure
Printer Failure
Carriage Jam
Step 6: Remove the ink cartridges, and then check the error message
Removing the ink cartridges and checking for an error message can help diagnose the printer issue. Remove the ink cartridges, and then check for the error message.
  1. Slip your fingers into the slot on the left side of the printer, and then pull forward to open the ink cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent you proceed.
    Figure : Open the ink cartridge access door
    Image: Open the cartridge access door
  2. Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
    Figure : Colored dot on the cartridge label should match the colored dot on the carriage slot
    Image: Colored dot on cartridge label should match the colored dot on the carriage slot
  3. Push in on the front of the cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove a cartridge from its slot
  4. Repeat these steps for the other cartridges.
  5. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
  6. Look at the control panel.
    • If the printer displays a 'Missing or Failed Printhead' message on the control panel, then skip to Update the printer firmware.
    • If the message has changed to 'Replace [K/C/M/Y] Ink Cartridge' then proceed to the next solution.
Step 7: Clean the ink cartridges, and then check the error message
Cleaning the ink cartridge contacts, and replacing them one at a time can help determine if a specific ink cartridge is causing the error message.
  1. Lightly dampen a clean, lint-free cloth with bottled or distilled water.
  2. Gently wipe the copper-colored contact on the ink cartridge.
    Figure : Copper-colored contact on the ink cartridge
    Image: Copper-colored contact on the ink cartridge
  3. Wipe the contact with a dry lint-free cloth before proceeding to the next step.
  4. Repeat steps 1-3 for the three remaining ink cartridges.
  5. Carefully reinsert one of the ink cartridges into its slot, and then push the ink cartridge forward until it clicks into place.
    Figure : Push the ink cartridge forward in the slot until it clicks into place
    Image: Push the cartridge forware in the slot until it clicks into place
  6. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
  7. Check the printer control panel to see if the error message persists.
    • If the 'Missing or Failed Printhead' message displays, replace the ink cartridge that was just reinstalled.
      The test has determined that the reinstalled ink cartridge was causing the problem.
    • If the 'Replace [K/C/M/Y] Ink Cartridge' displays, repeat steps 5-7 for the three remaining ink cartridges.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step 8: Update the printer firmware
Select one of the following methods to update the printer firmware.
Step 9: Replace the printhead
If you have completed all of the troubleshooting steps and are still experiencing a problem, 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 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.
If HP replaces your printhead assembly under warranty, you receive a kit with a new printhead assembly, instructions, and a full set of cartridges. You must install the SETUP cartridges that comes with the new printhead, or a cartridge error might occur.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. If you are in the United States, go to the HP Parts Store website (in English).
  2. Under Find your part(s), type CR322A in the Search by part number text box.
  3. Follow the on-screen instructions to order the printhead assembly.
If you are outside of the United States, go to HP How to Buy website to buy supplies.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
United States

hp-detect-load-my-device-portlet

Actions
Loading...