hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

HP OfficeJet Printers - Resolving 'Missing or Failed Printhead' Error

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
After installing a new printhead, a 'Missing or Failed Printhead' error message displays on the printer control panel and the printer does not print. An unlatched or improperly seated printhead can cause this error.
Example of the message on the printer control panel
Missing or failed printhead
The printhead appears to be missing, not detected, or incorrectly installed.

Solution one: Reset the printer

Follow these steps to reset the printing mechanism.
  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.
  9. Wait until the printer is idle and silent 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: Reseat the printhead

Follow these steps to reseat the printhead.
note:
You do not need to remove the printhead from the carriage.

Step 1: Unseat the printhead

  1. 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 proceeding.
      Figure : Open the cartridge access door
      Image: Open the cartridge access door.
    1. Slot on the left side of the printer
  2. Unplug the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  3. Lift the carriage latch.
    Figure : Lift the carriage latch
    Image: Lift the carriage latch.
  4. Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.
    Figure : Slightly lift the printhead
    Image: Slightly lift the printhead.

Step 2: Reseat the printhead, and then lower the carriage latch

  1. Reinsert the printhead into the carriage to reseat it. As you guide the printhead into the carriage, it settles into the carriage as it seats.
    Figure : Reseat the printhead
    Image: Reseat the printhead.
  2. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  3. Lower the carriage latch.
    Figure : Lower the carriage latch
    Image: Lower the carriage latch.
  4. Make sure that the carriage latch is down.
      Figure : Carriage latch positions
      Image: Carriage latch positions.
    1. Carriage latch is up
    2. Carriage latch is down
  5. Close the ink cartridge access door.
  6. Reconnect the power cord to the rear of the printer.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step 3: Reseat the printhead up to three times

Sometimes error messages persist after inserting the printhead. To clear any error messages, reseat the printhead by repeating all steps in this solution up to three times.
Example of error messages on the printer control panel
Problem with Ink System
Missing or failed printhead
Ink System Failure
Printer Failure
Carriage Jam
  • 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 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 hp.com/go/learnaboutsupplies, select your country/region, 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 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 cartridges first, or a cartridge error occurs.
  1. In Asia Pacific, go to the HP How to Buy website, and then click your country-language.
  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store.
  3. Under Find your part(s), type CR326A in the Search by part number text box. Follow the on-screen instructions to order the printhead assembly.

Step 3: Replace the printhead

  • 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

Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Hong Kong SAR

hp-detect-load-my-device-portlet

Actions
Loading...