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HP Printers - 'Printhead Problem', 'Printer Failure', 'Ink System Failure', '0x ...' Error Displays

This document is for the following printers:
HP Deskjet 3070A (B611) printers
HP Photosmart 5510 (B111) printers
HP Officejet 6810 printers
HP Photosmart 6510 (B211) printers
HP Officejet Pro 6830 printers
HP Officejet Pro 6230 printers
A 'Problem with Printhead', 'Printer Failure', or 'Ink System Failure' error message displays on the printer control panel. The error message might be accompanied with a '0x...' error code. To resolve the issue, use HP ink cartridges, reset the printer, replace empty ink cartridges, and then clean the printhead.
Step 1: Use genuine HP ink cartridges
The error message might display if you are using non-HP ink cartridges or refilled HP ink cartridges.
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, and 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 you are using genuine HP ink cartridges, and the error persists, continue to the next step.
Step 2: Reset the printer
To resolve the issue, turn off the printer for 60 seconds, and then turn it on again.
  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: Replace empty or low ink cartridges
If there is an error code accompanying the error message on your printer control panel, and it is not '0xc19a0013', skip to the step to remove the ink cartridges.
If '0xc19a0013' displays or 'Ink Alert' displayed before the error occurred, replace the ink cartridges.
If 'Ink Alert' did not display before the error occurred, skip to the step to remove the ink cartridges.
Step 4: Reinstall the ink cartridges
Remove and reinstall the ink cartridges, and then check the printer control panel for any error messages.
  1. Turn on the printer.
  2. Open the ink cartridge access door.
  3. Press the tab on the front of an ink cartridge to release it, and then remove it from the slot.
     note:
    Do not leave the ink cartridges outside the printer longer than 30 minutes to avoid damaging the printer and the ink cartridges.
    Figure : Removing the ink cartridge
    Image: Removing the ink cartridge.
  4. Repeat the steps for each ink cartridge from its slot.
  5. Close the ink cartridge access door.
  6. Check the printer control panel for any error messages.
    • If the 'Ink System Failure' error message persists, reinstall the ink cartridges firmly into place, and then skip to the step to Service the Printer.
    • If a 'Replace the ink cartridge' error message displays, reinstall the ink cartridges firmly into place, and then continue to the next step to inspect and clean the ink cartridges.
Step 5: Inspect, clean, and then reinsert the ink cartridges
The printer might display an error message if the ink cartridge contacts are dirty.
  1. Turn on the printer, if it is not on already.
  2. Open the ink cartridge access door.
  3. Press the tab on the front of an ink cartridge to release it, and then remove it from the slot.
     note:
    Do not leave the ink cartridges outside the printer longer than 30 minutes to avoid damaging the printer and the ink cartridges.
    Figure : Removing the ink cartridge
    Image: Removing the ink cartridge.
  4. Turn off the printer, and then disconnect the power cord.
  5. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)
       caution:
      Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.
    • Pin
  6. Hold the ink cartridge by its sides, and then inspect the contacts for ink and debris buildup.
  7. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then wipe the ink cartridge contacts with a dry swab or other lint-free material until no debris remains on them.
     caution:
    Be careful to wipe only the ink cartridge contacts. Do not smear any ink or debris elsewhere on the ink cartridge.
      Figure : Example of the contacts on the ink cartridge
      Image: Example of the contacts on the ink cartridge.
    1. Ink cartridge contacts
  8. Allow the ink cartridge to dry for approximately 10 minutes or use a new swab to dry it.
  9. Repeat the steps to clean each ink cartridge contact.
  10. Examine the vent area, located on top of the ink cartridge, next to the HP logo.
  11. If an orange tab is attached to the ink cartridge, remove it.
    Figure : Example of the orange tab
    Image: Example of the orange tab.
  12. Check the vent area on the ink cartridge to make sure it is correctly vented.
    Figure : Example of a correctly vented ink cartridge
    Image: Example of a correctly vented ink cartridge.
    Figure : Example of an ink cartridge vent clogged with adhesive
    Image: Example of an ink cartridge  vent clogged with adhesive.
  13. If any of the ink cartridges have clogged vents, use the pin to clean the vents.
  14. Repeat the steps to examine, and then clean vent area on each ink cartridge, if necessary.
  15. Wipe the copper-colored contacts on the printhead with a dry swab or other lint-free material until no debris remains on them.
    Figure : Example of the copper-colored contacts on the printhead
    Image: Example of the copper-colored contacts on the printhead
  16. Allow the printhead to dry for approximately 10 minutes or use a new swab to dry it.
  17. Reconnect the power cord, and then turn on the printer if it does not turn on automatically.
  18. Open the ink cartridge access door.
  19. Slide one of the ink cartridges into its slot indicated by the color icons, and then press down until the ink cartridge snaps firmly into place in the slot.
    Figure : Snapping the ink cartridge into place
    Image: Snapping the ink cartridge into place
  20. Close the ink cartridge access door, and then check the printer control panel for any error messages.
    • If the 'Ink System Failure' error message displays, replace the ink cartridge.
    • If a 'Replace the ink cartridge' error message displays, repeat the steps to clean and reinsert each remaining ink cartridge, and then check the printer control panel for any error messages.
      If the Ink System Failure error message displays after you have cleaned and replaced all of the ink cartridges, go to the steps to Service the Printer at the end of this document.
Step 6: Service the printer
If you have performed the troubleshooting steps, and the error persists, contact HP to service your printer.
 note:
Ink system failures can produce a carriage stall error when you reset the printer. If the ink system failure requires you to return the printer for service, you do not need to troubleshoot the carriage stall issue.
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 Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Repair fees might apply for out-of-warranty printers.

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