HP Customer Support
HP Officejet Pro 8500 Printers - Color or Black Ink Not Printing
This document is for the HP Officejet Pro 8500A (A909) e-All-in-One printers.
The printer is working, but the printed output is missing black or color ink, or the printed page is blank or has very little ink.
To resolve this issue, use only genuine HP cartridges. Additionally, you can clean or replace the printhead. Replace the printhead only after you have the replacement printhead.
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.
Go to the HP SureSupply website.
Scroll to the bottom of the page, and then make sure the country/region location is correct.
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.
Solution two: Use an automated tool to clean the printheads
Use an automated tool to clean and unclog the printheads.
Load plain white paper into the tray.
Press the Power button to turn on the printer, if it is not already on.
On the control panel, touch the Right Arrow () to display the second navigation screen.
Touch Setup (), and then touch Tools.
Touch Clean Printheads. The printer cleans the printheads.
Wait while the printer completes the printhead cleaning process, and then touch OK. You might have to clean the printheads more than once for the best print quality.
note:Never turn off the printer when ink cartridges are missing. Make sure that you replace any missing ink cartridges as soon as possible to avoid print quality issues and possible extra ink usage or damage to the ink system. To avoid issues that require cleaning the printhead, always turn the printer off with the Power button on the printer itself.
Solution three: 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 you remove the cartridges. HP recommends that you do not leave the cartridges outside the printer longer than 30 minutes. This could damage both the printer and the cartridges.
Step one: Identify the printhead to replace
Review the Print Quality Diagnostic page to determine which printhead to replace.
If, after repeated printhead cleaning, the Print Quality Diagnostic page shows white lines across the color blocks in Test Pattern 2 (but no white lines in the gray blocks in Test Pattern 3), one or both of the printheads will have to be replaced. The Print Quality Diagnostic page shows which printhead should be replaced.
Look at the color blocks labeled Test Pattern 2. Some of them should show white horizontal streaks (if none of the blocks are streaked, the printheads are okay).
Figure : Streaked black, red, or green color blocks - replace Black/Yellow Printhead
Figure : Streaked cyan or magenta color blocks - replace Cyan/Magenta Printhead
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, and then review the limited warranty information for your supplies.
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.
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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