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HP OfficeJet Printers - Color or Black Ink is Not Printing

This document is for the following printers.
HP OfficeJet 8600 Series Printer
HP Officejet Pro 8625 e-All-in-One Printer
HP Officejet Pro 8610 e-All-in-One Printer
HP Officejet Pro 8630 e-All-in-One Printer
HP Officejet Pro 8615 e-All-in-One Printer
HP Officejet Pro 8640 e-All-in-One Printer
HP Officejet Pro 8616 e-All-in-One Printer
HP Officejet Pro 8660 e-All-in-One Printer
HP Officejet Pro 8620 e-All-in-One Printer
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.
In general, low ink levels should not impact print quality. Your printer stops and displays a message when ink levels get too low. However, the printer might still perform a limited amount of printing in 'backup mode' at low ink levels. In backup mode, blacks might not be as dark, or printouts might be in grayscale (shades of gray with no color). Replace any low ink cartridges if backup mode printing is unacceptable.

Solution one: Use genuine HP cartridges

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 the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
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 the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).

Solution two: Check the estimated ink levels, and then replace any low or empty cartridges

Follow these steps to check the ink levels, and then replace any low or empty cartridges.
note:
When a message displays that says that a cartridge is empty, it must be replaced before you can continue printing. Some ink from all the cartridges is required to run printhead servicing tasks to prevent ink clogs.

Step 1: Check the estimated Ink levels

note:
Ink level warnings and indicators provide estimates for planning purposes only. When an indicator shows low ink levels, consider having a replacement ink cartridge available to avoid possible printing delays. You do not need to replace ink cartridges until you are prompted to.
On the printer control panel, touch the Ink Level Indicator icon .
The control panel displays estimated ink levels.
Figure : Example of the ink level display with full cartridges
Image: Example of the ink level display with full cartridges.

Step 2: Replace any low or empty cartridges

Follow these steps to replace any low or empty cartridges.
  1. Turn on the printer.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.
    The carriage moves to the left side of the printer.
      Image: Open the cartridge access door.
    1. Slot for opening the cartridge access door
  3. Wait until the carriage is idle and silent.
  4. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Image: Remove the cartridge from its slot.
  5. Remove the new cartridge from its package.
  6. Hold the new cartridge so that the cartridge contacts face the printer.
  7. Slide the new ink cartridge into its slot, and then gently push it forward until it snaps into place. Make sure the letter on the ink cartridge matches the letter on the slot.
      caution:
    Do not lift the latch handle on the carriage to insert ink cartridges. Doing so could cause the printhead or ink cartridges to be incorrectlyseated, which could damage the print mechanism and cause printing problems.
    Image: Insert the ink cartridge into its color-coded slot
  8. Repeat these steps to install any other new cartridges.
  9. Close the cartridge access door.
    Image: Close the cartridge access door

Solution three: Use an automated tool to clean the printhead

Follow these steps to clean the printhead.
note:
If the printhead is badly clogged, you might need to clean the printhead several times to restore normal print quality.
  caution:
Never turn off the printer when ink cartridges are not installed. To avoid issues that require cleaning the printhead or that can damage the ink system, always replace ink cartridges as soon as possible, and always turn off the printer using the Power button.
  1. Load plain white paper into the tray.
  2. On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon (). The Setup menu displays.
  3. Swipe the display to scroll to Tools, and then touch Tools.
  4. Touch Clean Printhead.
    note:
    Mechanical noises during the cleaning process are normal.
  5. When the first cleaning stage completes, a test page prints. Examine the test page for print quality.
    • If these steps resolved the issue, touch No to skip the other cleaning stages. You do not need to continue troubleshooting.
    • If the issue persists, touch Yes to start the second cleaning stage.
  6. When the second cleaning stage completes, a test page prints. Examine the test page for print quality.
    • If these steps resolved the issue, touch No to skip the last cleaning stage. You do not need to continue troubleshooting.
    • If the issue persists, touch Yes to start the last cleaning stage.
  7. When the last cleaning stage completes, a test page prints. Touch OK, and then examine the test page for print quality.
    • If these steps resolved the issue, you do not need to continue troubleshooting.
    • If the issue persists, continue to the next solution.

Solution four: 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 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 1: Check the printhead warranty status

If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to Printer and Page Yield Overview, and then review the limited warranty information for your supplies.

Step 2: Order the printhead

If HP replaces your printhead assembly under warranty, you will receive a kit with a new printhead assembly, instructions, and a full set of SETUP ink cartridges. If you are an HP Instant Ink subscriber, you might also receive a new set of Instant Ink cartridges. You must install the SETUP ink cartridges first, or an ink cartridge error occurs.
  1. Go to HP Parts Store.
    If you are in Asia Pacific, the site directs you to a service center in your area.
  2. Search for your printhead number.
    • In Canada, Latin America, and United States, search for CR322A.
    • In Europe, Middle East, and Africa, search for CR324A.
  3. Follow the instructions to order the printhead assembly.

Step 3: Replace the printhead

When you have the replacement printhead, click here for detailed instructions to remove the old printhead and install the new one.

Solution five: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. 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.

Additional support options

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