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HP Customer Support - Knowledge Base

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Printhead errors on HP Smart Tank 500, 600 printers

After you install the printheads, the printer does not prime and a Printheads missing error message displays on the printer software or HP Smart app. Depending on your printer, one of the following might also display.

  • Printers with touchscreens: A Cartridge Problem message displays.

  • Printers without touchscreens: The Alert icon , one or both Printhead icons and the Ink/Printhead light blink.

Determine which printhead caused the error

Look at the printer display or control panel to determine which printhead caused the error.

  • If the Cartridge Problem error has a Tri-color icon or the blinking icon is above the Tri-color icon, the Tri-color cartridge caused the error.

    Example of a Cartridge Problem error message
    Example of the blinking icon over the Tri-color cartridge icon

  • If the Cartridge Problem error has a Black icon or the blinking icon is above the Black icon, the Black cartridge caused the error.

    Example of a Cartridge Problem error message
    Example of the blinking icon over the Black cartridge icon

  • If the Cartridge Problem error has both Tri-color and Black icons or the blinking icons are above the Tri-color and Black icons, both cartridges caused the error.

    Example of a Cartridge Problem error message
    Example of the blinking icon over the Tri-color and Black cartridge icons

Check the printheads

The printer might display an error if the printheads are not correctly installed.

  1. Make sure the ink tanks are at least half full.

  2. Make sure paper is loaded in the main tray, and then turn on the printer.

  3. Open the front door, and then open the printhead access door.

    Example of opening the printer front door, and then opening the printhead access door.

  4. Wait until the carriage stops moving before you continue.

  5. Make sure the printhead carriage latch is closed.

    • If the printhead latch is closed, continue with these steps.

    • If the printhead latch is open, push down on the latch to close it, close the front door, and then try to print. If the error persists, continue with these steps.

  6. Push down on the printhead latch to unlock it.

    Example of pushing down the printhead latch

  7. On the printhead with the error, press down to release it, pull it out of its slot, and then set it on a protective surface, such as a sheet of paper.

    Example of pushing down on the printhead and removing it from its slot
    CAUTION:

    To prevent ink from leaking or transferring, hold the printhead by the sides and keep it upright at all times.

  8. Make sure the plugs on top of the printhead have been removed.

    Example of printheads with plugs removed

  9. Make sure the tape from the printhead contacts has been removed.

    CAUTION:

    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.

    Example of removing tape from the printheads and not touching the electrical contacts

  10. Slide the printhead at a slight upward angle into its slot, and then push up on the printhead until it snaps into place.

    Example of inserting a printhead into the carriage

  11. Repeat these steps for the other printhead, only if indicated by the Printhead icon or error message.

  12. Close the printhead latch by pushing it down until it locks into place.

    Example of pushing down the printhead latch to lock it into place

  13. Close the printhead access door, and then close the front door.

    Example of closing the printer front door

  14. Align the printheads.

    • If your printer has a touchscreen control panel, follow the control panel prompts to print an Alignment Page, and then follow the instructions on the page to align the printheads.

    • If your printer does not have a touchscreen control panel, an A blinks on the control panel and an Alignment Page prints automatically. Follow the instructions on the page to align the printheads.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. With the printer turned on, disconnect the power cord from the printer.

  2. Unplug the power cord from the power source.

  3. Wait 60 seconds.

  4. Reconnect the power cord to a wall outlet and to the printer.

    Note:

    HP recommends plugging the printer directly into a wall outlet.

  5. Turn on the printer to complete the reset.

Contact HP Customer Support

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

  1. Go to HP Customer Support - Contact.

  2. Enter your product serial number to view warranty status and to change your location, if necessary.

  3. Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

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