HP Printers - Error Indicates Faulty Printhead

Updating the printer firmware might resolve printhead problems. Go to Updating or Upgrading Printer Firmware for more information.

Look at the carriage to see if it has a latch. The carriage is the part inside the printer that holds the printhead and cartridges. If the carriage does not have a latch (fixed printhead), then the only option is to service the printer.

1. Open the door to access the cartridges.
2. Wait until the carriage stops moving before you continue.
3. Look at the right side of the carriage to see if the carriage has a printhead latch (a handle that can be raised, which allows the printhead to be removed).
   • If your carriage has a printhead latch, continue to the next step.
   • If your carriage does not have a printhead latch (fixed printhead), skip to Service the printer. If the printhead is fixed, then there are no additional troubleshooting steps available.

You might need to reseat the printhead up to three times.

1. With the printer turned on, unplug the power cord from the rear of the printer.
2. Lift the carriage latch, slightly lift the printhead, lower the printhead back into the carriage, wiggle the printhead left and right, and then lower the carriage latch to lock the printhead into place.
   
3. Close the cartridge access door.
4. Reconnect the power cord to the rear of the printer.
5. Wait for the printer to start, and then look for the error.
   • If the error message persists, repeat the steps to reseat the printhead up to three times.
   • If the error no longer displays, you are done.

Replace the printhead.

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.

If your printhead assembly is no longer under warranty, you might be able to purchase a new one online.

1. Refer to the following table to find your printhead part number based on the cartridge numbers your printer uses.

   Ink cartridge Number	Country/Region	Printhead Part Number
   HP 950, 951	Americas	CR322A
   	Europe, Middle East, Africa	CR324A
   	Asia Pacific, Japan	CR326A
   HP 952-959	Worldwide	M0H91A
   HP 962-969	Worldwide	3JB16A

2. Search a parts-replacement website for your printhead part number.
   • Search the internet to find a qualified HP parts supplier.
     or
   • Search HP Parts Store.
3. Follow the instructions to order the printhead assembly.

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.

Look at the carriage to see if it has a latch. The carriage is the part inside the printer that holds the printhead and cartridges. If the carriage does not have a latch (fixed printhead), then the only option is to service the printer.

1. Open the door to access the cartridges.
2. Wait until the carriage stops moving before you continue.
3. Look at the right side of the carriage to see if the carriage has a printhead latch (a handle that can be raised, which allows the printhead to be removed).
   • If your carriage has a printhead latch, continue to the next step.
   • If your carriage does not have a printhead latch (fixed printhead), skip to Service the printer. If the printhead is fixed, then there are no additional troubleshooting steps available.

There are three areas on the printhead that need to be cleaned: the plastic ramps on both sides of the ink nozzles, the edge between the ink nozzles and the electrical contacts, and the electrical contacts.

1. Plastic ramps on the sides of the nozzles
2. Edge between nozzles and contacts
3. Electrical contacts

1. Open the door to access to the cartridges.
2. Wait until the carriage stops moving before you continue.
3. Push the tab on a cartridge, and then pull the cartridge from its slot. Perform these steps for all the cartridges.

     caution:

   Do not leave the cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the cartridges.

   
4. Lift the latch handle on the carriage until it stops.
   
5. Lift the printhead to remove it from the carriage.

     caution:

   Do not touch the copper-colored contacts. Do not let the contacts touch any surface, and be careful not to scratch the contacts while inserting the cartridges.

   

   
6. Lightly dampen a clean, lint-free cloth with bottled or distilled water.
7. Use the damp cloth to wipe the electrical contacts from the bottom to the top. Do not go past the edge between the electrical contacts and the ink nozzles. Repeat this motion until no ink appears on the cloth.
   
8. Use a new, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the ink nozzles and the electrical contacts.
   
9. Use a new, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides of the ink nozzles. Wipe away from the nozzles only.
   
10. Dry the previously cleaned areas with a clean, dry, lint-free cloth.
11. Use a new, lightly dampened, lint-free cloth to wipe the electrical contacts inside the printer by wiping them from top to bottom. Repeat this motion until no ink appears on the cloth.
    
12. Dry the area with a clean, dry, lint-free cloth.
13. Lower the printhead into the carriage.
    
14. Lower the latch handle.
    
15. Slide the cartridge into its slot, and then press down on the cartridge until it snaps into place. Repeat these steps for the remaining cartridges.
    
16. Make sure each cartridge is firmly inserted in its slot. If any are protruding, press down until the cartridge snaps into place.
17. Close the cartridge access door.

Replace the printhead.

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. Determine your printhead part number.
   • Printers that use 4 ink cartridges:CN643A.
   • Printers that use 5 ink cartridges: CN642A.
2. Search a parts-replacement website for your printhead part number.
   • Search the internet to find a qualified HP parts supplier.
     or
   • Search HP Parts Store.
3. Follow the instructions to order the printhead assembly.

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.

Clean the electrical contacts on the printheads.

• If the error message indicates that a specific printhead is causing the error, clean only the contacts on that printhead.
• If the error message indicates that both printheads are causing the error, clean the contacts on both printheads.

note:

The black/yellow printhead is located in the left printhead slot. The magenta/cyan printhead is located in the right printhead slot.

1. Turn on the printer.
2. Open the door to access to the printheads.
   
3. Move the printhead carriage to the left of the printer. Steps vary depending on your printer model.
   • HP Officejet Pro 8500A: On the printer control panel, touch Change Printheads.
   • HP Officejet Pro 8000, 8500, L7300, L7400, L7500, L7600, L7700, K8600, and Photosmart Pro B9180: On the printer control panel, press and hold OK for 5 seconds.
   • HP Officejet Pro K5400: On the printer control panel, press and hold Resume for 3 seconds.
   • HP Photosmart Pro B8850: Press and hold the Toolbox button for 3-5 seconds.
4. Wait as the printhead carriage moves to the printhead access area on the left side of the printer.
5. Lift the printhead latch.
   
6. Disconnect the power cord from the back of the printer.

     warning:

   You must disconnect the power cord before reaching inside the printer.

7. Lift the handle on the printhead, and then use the handle to pull the printhead out of its slot.

     caution:

   The ink nozzles on the printheads might clog if you expose them to air for more than a few minutes. Clean the contacts after removal to avoid clogging the nozzles.

   
8. Use a dry, soft, lint-free cloth to remove any ink from the electrical contacts on the printhead.

     caution:

   Do not touch the nozzles. Wiping the ink nozzles, located on the underside of the printhead, can damage the printhead.

   
   1. Electrical contacts
   2. Ink nozzles
9. Place the printhead on a sheet of paper or a paper towel. Make sure the ink nozzles face up and do not touch the paper.
10. Use a fresh, dry, soft, lint-free cloth to clean the electrical contacts inside the printer.
    
11. Check the contacts for lint or debris, and then clean the contacts again if needed.
12. Hold the printhead by its sides with the nozzles toward the printer, and then insert the printhead into its color-coded slot.
    • Insert the black/yellow printhead into the slot on the left.
    • Insert the magenta/cyan printhead into the slot on the right.
    
13. Repeat these steps for the remaining printheads.
14. Pull the printhead latch all the way forward, and then press down to engage the latch.
    
15. Reconnect the power cord to the back of the printer, and then turn on the printer.
16. Close the printhead access door.
17. Depending on your printer model, you might need to press Done, OK, or Resume.

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.

• If the error message indicates that a specific printhead is causing the error, replace only that printhead.
• If the error message indicates that both printheads are causing the error, replace both printheads.

1. Turn on the printer.
2. Open the door to access to the printheads.
3. Move the printhead carriage to the left of the printer. Steps vary depending on your printer model.
   • HP Officejet Pro 8500A: On the printer control panel, touch Change Printheads.
   • HP Officejet Pro 8000, 8500, L7300, L7400, L7500, L7600, L7700, K8600, and Photosmart Pro B9180: On the printer control panel, press and hold OK for 5 seconds.
   • HP Officejet Pro K5400: On the printer control panel, press and hold Resume for 3 seconds.
   • HP Photosmart Pro B8850: Press and hold the Toolbox button for 3-5 seconds.
4. Wait as the printhead carriage moves to the printhead access area on the left side of the printer.
5. Lift the printhead latch.
6. Disconnect the power cord from the back of the printer.

     warning:

   You must disconnect the power cord before reaching inside the printer.

7. Lift the handle on the printhead, and then use the handle to pull the printhead out of its slot.
8. Before removing the new printhead from its package, shake the new printhead up and down at least six times.
   
9. Remove the printhead from its package, and then remove the protective caps from the nozzles.

     caution:

   Do not touch the nozzles on the printhead. Touching the nozzles can permanently damage the printhead.

   

   
10. Hold the printhead by its sides with the nozzles toward the printer, and then insert the printhead into its color-coded slot.
    • Insert the black/yellow printhead into the slot on the left.
    • Insert the magenta/cyan printhead into the slot on the right.
11. If needed, repeat these steps to install the other printhead.
12. Lower the printhead latch, and then press down until the latch snaps into place.
13. Reconnect the power cord to the back of the printer, and then turn on the printer.
14. Close the printhead access door.
15. Depending on your printer model, you might need to press Done, OK, or Resume.
    After several minutes, an alignment page might print.

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.

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.