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HP Photosmart 7510 Printers - Color or Black Ink Not Printing

This document is for HP Photosmart 7510 e-All-in-One - C311a and C311b, and Photosmart 7515 e-All-in-One - C311a 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.
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 hp.com/go/anticounterfeit.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
If using genuine HP ink cartridges does not resolve the issue, continue to the next step.
Step 2: Check estimated ink levels
Check estimated ink levels to see if any ink cartridges are critically low or empty. Ink must be available in each ink cartridge to run printhead-servicing tasks and prevent nozzles from clogging with ink.
From the home screen of the printer control panel, touch the Ink icon .
The current ink levels display.
Figure : Example of estimated ink levels
Image: Estimated ink levels displaying on the control panel.
  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 print quality becomes unacceptable.
Step 3: Replace any low or empty ink cartridges
Replace low or empty ink cartridges.
The following video demonstrates how to replace a cartridge.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    The carriage moves to the access area.
    Figure : Opening the ink cartridge access door
    Image: Open the cartridge access door.
  3. Wait until the printer is idle and silent before you continue.
  4. Press the tab on the front of the ink cartridge inward to release it, and then pull up on the ink cartridge to remove it from the slot.
    Figure : Removing the ink cartridge from the slot
    Image: Remove the cartridge from the slot.
      note:
    Never turn off the printer when ink cartridges are missing. Make sure 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.
      caution:
    Do not lift the latch to the side of the carriage to remove the ink cartridge. Doing so might result in incorrectly seated ink cartridges.
  5. Repeat the previous step until you have removed all of the ink cartridges from the printer.
  6. Remove an ink cartridge from its package, and then pull the orange pull-tab straight back.
      caution:
    Make sure you remove the orange pull-tab and plastic wrap completely before you remove the orange cap in the next step. Otherwise, ink might leak from the ink cartridge. When you remove the plastic wrap, the paper label on the top of the ink cartridge tears slightly, which is necessary to properly vent the cartridge.
    Figure : Removing the new ink cartridge from the plastic wrap
    Image: Remove the new cartridge from the plastic wrap.
  7. Twist the orange cap counter clockwise until it snaps off the new ink cartridge.
    Figure : Removing the orange cap from the new ink cartridge
    Image: Remove the orange cap from the new cartridge.
  8. With the nozzle and contacts facing down, slide the ink cartridge into its slot. Press down on the cartridge until it snaps into place.
      caution:
    Do not lift the carriage latch handle to install the ink cartridges. Doing so can result in incorrectly seated ink cartridges and printing problems. The latch must remain down to install the ink cartridges correctly. Make sure the colored icon on the ink cartridge matches the colored icon on the slot.
    Figure : Inserting the ink cartridge
    Image: Insert the cartridge.
  9. If the ink cartridge does not snap into place, remove the ink cartridge from the carriage. Gently bend the tab away from the ink cartridge, and then reinsert the ink cartridge into the carriage.
      caution:
    Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the ink cartridge or cause the tab to break off.
      Figure : Bending out the ink cartridge tab
      Image: Adjust the ink cartridge tab
    1. Bend the tab away from the cartridge
    2. Do not bend the tab more than 1.27 cm (0.5 in)
  10. Repeat the previous steps until you have inserted all of the new ink cartridges into the printer.
  11. Close the ink cartridge access door.
    Figure : Closing the ink cartridge access door
    Image: Close the cartridge access door.
  12. When you insert a new ink cartridge, the printer automatically prompts you to align the ink cartridges. Touch OK on the printer control panel to complete the alignment.
If replacing any low or empty ink cartridges does not resolve the issue, continue to the next step.
Step 4: Make sure the ink cartridges are properly vented and seated correctly
If the vent on the top of the ink cartridge is clogged or obstructed, the ink cartridge might not work properly. Make sure the ink cartridges are properly vented and seated correctly.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    The carriage moves to the access area.
    Figure : Opening the ink cartridge access door
    Image: Open the cartridge access door.
  3. Wait until the printer is idle and silent before you continue.
  4. Press the tab on the front of the ink cartridge inward to release it, and then pull up on the ink cartridge to remove it from the slot.
    Figure : Removing the ink cartridge from the slot
    Image: Remove the cartridge from the slot.
  5. Examine the vent area on each ink cartridge, above the HP logo on the top of the ink cartridge.
    Figure : Example of the vent area on the top of the ink cartridge
    Image: Vent area on the top of the cartridge.
  6. If the ink cartridge still has the pull tab attached, pull to remove it.
    Figure : Example of the orange pull tab
    Image: Orange pull tab.
  7. If the vent is clogged, use a straight pin to gently remove excess adhesive from the vent.
      Figure : Cleaning the clogged vent with a pin
      Image: Clean the clogged vent with a pin.
    1. Clogged vent
    2. With a straight pin, gently remove excess adhesive from the vent
    3. Unclogged vent
  8. With the nozzle and the contacts facing down, slide the ink cartridge into its slot. Press down on the ink cartridge until it snaps into place. Make sure the color icon on the ink cartridge label matches the color icon on the slot.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge.
  9. Repeat these steps to inspect the vents on each ink cartridge.
  10. Make sure each ink cartridge is firmly in place in its slot. Run your finger along the top of the cartridges to feel for any that are protruding, and if any are, press down firmly until each ink cartridge snaps into place.
  11. Close the ink cartridge access door.
    Figure : Closing the ink cartridge access door
    Image: Close the cartridge access door
If after making sure the ink cartridges are properly vented and seated correctly does not resolve the issue, continue to the next step.
Step 5: Clean the printhead
From the printer control panel, use the automated tool to clean the printhead.
  note:
To avoid issues that require cleaning the printhead, always turn the printer off with the Power button on the printer itself.
  1. Load plain white paper in the input tray, if it is not already loaded.
  2. On the printer control panel, touch the Setup icon , and then touch Tools.
  3. Touch Clean Cartridges.
    The printer cleans the printhead and prints a Print Quality Diagnostic page.
  4. Review the print quality on the test page.
    Figure : Example of a Print Quality Diagnostic Page
    Image: Print Quality Diagnostic Page
      note:
    There are two cleaning levels. Complete both if necessary. If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform both levels of cleaning again.
If cleaning the printhead using the automated tool does not resolve the issue, continue to the next step.
In general, if your printer is within warranty, so is the printhead. Additionally, if HP has replaced your printhead or if you have purchased a replacement, the replacement printhead is covered under warranty for 90 days, regardless of printer warranty. If you are not sure if your printhead is under warranty, see HP’s Warranty Check Tool to determine if your printer is still under warranty or refer to the receipt documentation that came with your replacement printhead.
  • If the printhead is in warranty, contact HP to see if the printer condition warrants a replacement printhead based on the terms of your printer warranty. Do not continue with the following steps if your printhead is in warranty. Skip to the step to service the printer.
  • If the printhead is out of warranty, continue to the next step to manually clean the printhead.
Gather the following items:
  • A clean disposable container capable of holding enough water to submerge the printhead
  • Two clean lint free cloths such as coffee filters
  • Filtered or distilled water (tap or mineral water may contain contaminants that could damage the printhead)
  • A pan and stove or other means of heating water
  • Disposable gloves
  • Paper towels
When manually cleaning the printhead, the printhead nozzles are soaked in very warm water for no longer than ten minutes. Use these steps only as a last resort and if the printhead would be disposed of otherwise.
  caution:
Manually cleaning the printhead should only be performed if the printhead is no longer under warranty.
  1. Set the pan on the stove, and then fill the pan with filtered or distilled water.
      caution:
    Do not use alcohol or other solvents. This might damage the printhead, causing the printhead layers to separate, requiring replacement of the printhead.
  2. Heat the water until the water is very warm to the touch, but do not boil the water.
  3. Stack the paper towels at the bottom of the disposable container until the stack is about 6.5 mm (1/4 inch) deep.
  4. Pour the warm water from the pan into the disposable container so that it is 5 cm (2 inches) deep and covering the paper towels.
  5. Put on disposable gloves to prevent ink from transferring to your skin or clothes.
  6. Press the tab on the front of the ink cartridges to release them, and then lift the ink cartridges out of the printhead.
      note:
    Do not leave the ink cartridge outside the printer for longer than 30 minutes. The printhead and ink cartridges can be damaged by being exposed to air outside of the printer.
    Figure : Removing the ink cartridges
    Image: Remove the ink cartridge from the slot.
  7. Set the ink cartridges upside down on a paper towel.
    Figure : Placing the ink cartridges upside down
    Image: Place the ink cartridges upside down
  8. Lift the latch handle on the carriage until it stops, and then carefully lift up on the printhead to remove it from the printer.
    Figure : Removing the printhead
    Image: Remove the printhead
  9. Moisten one of the clean, lint-free cloths with some of the warm water and use it to clean the underside of the printhead. Repeatedly wipe the nozzle area gently until excess black or color ink does not transfer to the cloth. Do not press into the nozzle area as this can cause damage.
      caution:
    Do not force water into the printhead, this can cause printhead delamination.
    Figure : Wiping the nozzles
    Image: Wipe the nozzles
  10. Place the printhead into the disposable container so that the bottom rests on the paper towels, and then let it soak for 10 minutes.
      Figure : Soaking the printhead
      Image: Soak the printhead
    1. Paper towels
    2. Water level
  11. Remove the printhead, and then gently wipe the excess water with a dry lint free cloth.
      caution:
    Do not use a hair dryer to dry off the printhead. This could cause the nozzles to dry out and clog.
  12. Let the printhead air-dry on a paper towel for 15 minutes with the nozzles facing up.
      caution:
    Do not use compressed air to blow out the printhead. This can cause delamination of the printhead.
    Figure : Printhead drying with the nozzles up
    Image: Printhead drying with the nozzles up
  13. Lower the printhead into the carriage, and then carefully lower the latch handle.
      note:
    Make sure the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Installing the new printhead
    Image: Install the new printhead
    Figure : Lowering the latch handle
    Image: Lower the latch handle
  14. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Press down on the ink cartridge until it snaps firmly into place.
    Figure : Inserting the ink cartridge
    Image: Insert the ink cartridge.
  15. Repeat these steps for each ink cartridge.
  note:
If you encounter the 'Printhead Problem' error message, turn the printer off and back on again.
The automated printhead cleaning tool must run after manually cleaning the printhead.
Continue to the next step.
Step 9: Clean the printhead
From the printer control panel, use the automated tool to clean the printhead again after manually cleaning the printhead.
  note:
To avoid issues that require cleaning the printhead, always turn the printer off with the Power button on the printer itself.
  1. Load plain white paper in the input tray, if it is not already loaded.
  2. On the printer control panel, touch the Setup icon , and then touch Tools.
  3. Touch Clean Cartridges.
    The printer cleans the printhead and prints a Print Quality Diagnostic page.
  4. Review the print quality on the test page.
    Figure : Example of a Print Quality Diagnostic Page
    Image: Print Quality Diagnostic Page
      note:
    There are two cleaning levels. Complete both if necessary. If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform both levels of cleaning again.
If cleaning the printhead using the automated tool does not resolve the issue, continue to the next step.
Step 10: Replace the printhead
If you have completed all the previous steps and your printer is still experiencing a problem, replace the printhead.
  caution:
Wait until you have a new printhead assembly available before removing the ink cartridges. HP recommends that you do not leave the ink cartridges outside the printer longer than 30 minutes. This could damage both the printer and the ink cartridges.
When you have the replacement printhead, go to Replacing the Printhead for detailed instructions to remove the old printhead and install the new one.
Step 11: Service the printer
If replacing the printhead does not solve the problem, service the printer.
Contacting HP for service in Asia Pacific.
If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP. Go to Contact HP Support to review available service options.
  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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