solution Contentsolution Content

HP Officejet Pro 251dw, 276dw, 8600 Printers - Color, Black Ink Not Printing, Other Print Quality Issues

This document is for HP Officejet Pro 251dw, 276dw, and 8600 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.
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: Check the estimated ink levels, and then replace any low or empty cartridges

Follow these steps to check the estimated 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 one: 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.
  1. On the printer control panel, touch the Ink Level icon () or ().
    note:
    The Ink Level icon that displays on your control panel differs depending on your printer model.
    A graphic of the estimated ink levels for each ink cartridge displays on the control panel.
    Figure : Estimated ink levels displayed on the printer control panel
    Graphic: Estimated ink levels displayed on printer control panel
  2. Identify any ink cartridges that are low or empty, and then continue to the next step.
  • If none of the ink cartridges are low on ink, you do not need to replace them yet. Continue to the next solution.
  • If any of the ink cartridges are low on ink, continue to the next step to replace them.

Step two: Replace any low or empty cartridges

Follow these steps to replace any depleted cartridges, and then try printing again.

Video of replacing cartridges

The following video demonstrates how to replace a cartridge.
Replacing a Cartridge - HP Officejet Pro 8600 e-All-in-One (N911a)
Replacing a Cartridge - HP Officejet Pro 8600 e-All-in-One (N911a)
This video shows you how to replace a print cartridge in your HP printer. The steps shown work for the HP Officejet Pro 8600 e-All-in-One - N911a, - N911g, and - N911n printers.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
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.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. 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 you proceed.
      Figure : Open the cartridge access door
      Image: Open the cartridge access door
    1. Slot for opening the cartridge access door
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  4. Remove the new cartridge from its packaging.
  5. Hold the cartridge so that the cartridge contacts are facing toward the printer.
  6. Slide the new cartridge into its slot, and then gently push it forward until it clicks into place.
    note:
    Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure : Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
      caution:
    Do not lift the latch handle on the carriage to insert cartridges. Doing so could cause the printhead or cartridges to be incorrectlyseated, which could damage the print mechanism and cause printing problems.
  7. Repeat these steps for other cartridges, if necessary.
  8. Close the cartridge access door.
  9. Wait until the warm-up sequence finishes and your printer is quiet before you proceed.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: 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.
  1. Load plain white paper into the tray.
  2. On the printer control panel, touch the Right Arrow () to display additional options.
  3. Touch Setup (), and then touch Tools.
  4. Touch Clean Printhead. The printer cleans the printhead, and then prints a test page.
  5. Evaluate the test page for print quality.
    • If you are satisfied with the print quality on the test page, touch No to return to the current print job.
    • If you are not satisfied with the print quality on the test page, touch Yes to continue to the next printhead cleaning stage.
      note:
      There are three printhead cleaning stages. Complete all three stages if necessary. If the printhead is badly clogged, you might need to start another cleaning cycle. If so, wait 30 minutes after the last (third) cleaning stage to start the first stage of the cleaning process over again.
  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.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

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.
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.
  1. If you are in Asia Pacific, the site directs you to a service center in your area.
  2. Search for your printhead number.
    • In the United States, type CR322A.
    • For the rest of the world, type CR324A.
  3. Follow the instructions to order the printhead assembly.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Service the printer

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.
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.