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

This document is for the following HP printers that use 564, 655, 364, 178, 862, 934, or 935 ink cartridges with a non-removable printhead:
HP Deskjet 3070A e-All-in-One Printer - B611a
HP Deskjet Ink Advantage 6525 e-All-in-One Printer
HP Photosmart 5510 e-All-in-One Printer - B111g
HP Photosmart 5522 e-All-in-One Printer
HP Deskjet 3070A e-All-in-One Printer - B611b
HP Officejet 4610 All-in-One Printer
HP Photosmart 5511 e-All-in-One Printer - B111j
HP Photosmart 5524 e-All-in-One Printer
HP Deskjet 3070A e-All-in-One Printer - B611c
HP Officejet 4620 e-All-in-One Printer
HP Photosmart 5512 e-All-in-One Printer - B111a
HP Photosmart 5525 e-All-in-One Printer
HP Deskjet 3520 e-All-in-One Printer
HP Officejet 4622 e-All-in-One Printer
HP Photosmart 5512 e-All-in-One Printer - B111e
HP Photosmart 6510 e-All-in-One Printer - B211a
HP Deskjet 3521 e-All-in-One Printer
HP Officejet 6812 e-All-in-One Printer
HP Photosmart 5512 e-All-in-One Printer - B111f
HP Photosmart 6510 e-All-in-One Printer - B211b
HP Deskjet 3522 e-All-in-One Printer
HP Officejet 6815 e-All-in-One Printer
HP Photosmart 5514 e-All-in-One Printer - B111c
HP Photosmart 6510 e-All-in-One Printer - B211e
HP Deskjet 3524 e-All-in-One Printer
HP Officejet 6820 e-All-in-One Printer
HP Photosmart 5514 e-All-in-One Printer - B111d
HP Photosmart 6512 e-All-in-One Printer - B211a
HP Deskjet 3526 e-All-in-One Printer
HP Officejet Pro 6230 ePrinter
HP Photosmart 5515 e-All-in-One Printer - B111a
HP Photosmart 6515 e-All-in-One Printer - B211a
HP Deskjet Ink Advantage 3525 e-All-in-One Printer
HP Officejet Pro 6830 e-All-in-One Printer
HP Photosmart 5515 e-All-in-One Printer - B111h
HP Photosmart 6520 e-All-in-One Printer
HP Deskjet Ink Advantage 4615 All-in-One Printer
HP Officejet Pro 6835 e-All-in-One Printer
HP Photosmart 5515 e-All-in-One Printer - B111j
HP Photosmart 6521 e-All-in-One Printer
HP Deskjet Ink Advantage 4625 e-All-in-One Printer
HP Photosmart 5510 e-All-in-One Printer - B111a
HP Photosmart 5520 e-All-in-One Printer
HP Photosmart 6525 e-All-in-One Printer
HP Deskjet Ink Advantage 5525 e-All-in-One Printer
HP Photosmart 5510 e-All-in-One Printer - B111b
HP Photosmart 5521 e-All-in-One Printer
A Problem with Printhead, Printer Failure, or Ink System Failure error message displays on the printer control panel or computer. The error message might be accompanied with various numbers and letters (an alphanumeric code), such as 0xc18a0001.
If the error message 0xc19xxxxx or There is a problem with the printhead displays, skip to the step to Service the printer.
Step 1: Use genuine HP ink cartridges
If your ink cartridges are not compatible with your printer, it might cause an error message.
HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve print quality issues.
Visit HP SureSupply to check ink or toner cartridge compatibility, or purchase replacement cartridges.
  1. Scroll to the bottom of the page, and then make sure the country/region location is correct.
  2. Follow the on-screen instructions to order new cartridges or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges from other retailers.
If the issue persists, continue to the next step.
Step 2: Reset the printer
In some cases, a printer reset can clear the error message.
  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: Remove the ink cartridges
Removing the ink cartridges and checking for an error message can help diagnose the printer issue. Take the ink cartridges out of the print carriage, and then check the printer control panel or computer for an error message.
  1. Open the ink cartridge access door.
  2. Wait until the carriage is idle and silent before you proceed.
  3. To remove the ink cartridge, press the tab on the front of the ink cartridge to release it, and then remove it.
    Figure : Removing the ink cartridge
    Image: Removing the ink cartridge.
  4. If an orange tab is attached to any ink cartridge, remove it.
    Figure : Example of the orange tab
    Image: Example of the orange tab.
  5. Place the ink cartridges on a clean piece of paper upside-down with the ink opening pointing up.
     caution:
    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.
  6. Close the ink cartridge access door.
  7. Check the printer control panel for any error messages.
    • If the printer displays an Ink System Failure message on the control panel, skip to the step to Update the printer firmware.
    • If the message is to Replace the , , , or Ink Cartridge, continue to the next step.
Step 4: Clean the ink cartridge vents and contacts
Cleaning the ink cartridge contacts and vents, and then reinstalling the ink cartridges one at a time can help determine if a specific ink cartridge is causing the error message.
  1. Gather the following materials:
    • A pin to clean any clogged vents
    • A clean, lint-free cloth
    • A clean, dry cotton swab
    • Distilled or bottled water
       caution:
      Do not use tap water because it might contain contaminants that can damage the printhead.
  2. Examine the vent area located on top of the ink cartridge, next to the HP logo.
    Figure : Example of the vent area
    Image: Example of the venta area.
  3. 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.
  4. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris on the copper-colored contact on the ink cartridge.
     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
  5. Wipe the contact with a dry, lint-free cloth before proceeding to the next step.
  6. Repeat the steps to clean each ink cartridge contact.
  7. Use a fresh, lightly dampened, lint-free swab to wipe any accumulated ink and debris on the copper-colored contact on the printhead.
    Figure : Example of the copper-colored contact on the printhead
    Image: Example of the copper-colored contacts on the printhead
  8. Wipe the contact with a dry, lint-free swab before you proceed to the next step.
  9. Carefully reinsert each of the ink cartridges into its slot, and then push the ink cartridge down and forward until it snaps into place.
    Make sure each colored dot on the ink cartridge label matches the colored dot on the carriage.
    Figure : Snapping the ink cartridge into place
    Image: 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, 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 message is to Replace the , , , or Ink Cartridge, remove the specified ink cartridge(s) and clean the copper-colored contact again, and then reinsert the ink cartridge(s).
    • If the issue persists, continue to the next step.
Step 5: Update the printer firmware
The error might occur if the printer firmware is outdated. Download the firmware update from the HP website, and then install it on your printer.
  1. Turn on the printer.
  2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.
  3. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.
  4. Click Firmware, and then click Download.
  5. Use the HP Download and Install Assistant for a guided firmware download and installation, or select Download only to manually open or run the driver file through your Internet browser’s download tools.
Step 6: Service the printer
If the previous steps did not resolve the issue, contact HP to service the printer.
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.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.
 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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