HP Customer Support - Knowledge Base







HP Photosmart Printers - 'Ink System' Error Displays

This document is for HP Photosmart printers that use 02, 363, 17, or 801 ink cartridges with non-removable printheads.
An Ink System error message displays on the printer control panel or computer, and the printer does not print. The error message might display with various numbers and letters (an alphanumeric code), such as 0xc18xxxxx.

Step 1: Use genuine HP ink cartridges

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.

Step 2: Reset the printer

In some cases, removing the ink cartridges and resetting the printer can clear the error message.
  1. Turn on the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave your printer connected to the network.
  4. Remove the ink cartridges from the printer.
  5. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
  6. Wait at least 60 seconds.
  7. Plug the power cord back into the wall outlet.
    HP recommends connecting the printer power cord directly to a wall outlet.
  8. Reconnect the power cord to the rear of the printer.
  9. Turn on the printer, if it does not automatically turn on.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  10. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  11. Reinsert the ink cartridges, and then close the ink cartridge access door.
  12. If you receive a prompt to print a calibration page, do so.
  13. If you disconnected the USB cable, reconnect it to the rear of the printer.
  14. Try to print.
    If the issue persists, continue to the next step.

Step 3: Update the firmware (HP Officejet Pro 8500A printers only)

If your printer is from the HP Officejet Pro 8500A e-All-in-One printers, your printer might need a firmware update. Determine if a firmware update is necessary, and then download any new firmware.
If your printer is not an Officejet Pro 8500A e-All-in-One printer, skip to the nextstep.
If the printer is connected to a network with Internet access, the printer’s firmware can be updated through the control panel and in most cases automatically updates as necessary without any user input. In order for this to occur, Web Services must be turned on.
Print a Printer Status Report from the control panel, and then check for updated firmware.
  1. Turn on the printer, and then paper into the input tray.
  2. On the printer control panel, tap the right arrow .
  3. Tap Setup .
    The Setup Menu displays.
  4. Tap the down arrow , and then tap Reports.
  5. Tap Printer Status Report.
    The Printer Status Report prints.
  6. Identify the current firmware version on the Printer Status Report.
  7. Go to HP Software and Driver Downloads to see if there is a newer firmware version for your printer.
  8. Select your printer model.
  9. Click Firmware.
  10. Compare the version available on the web to the Printer Status Report.
    • If the version matches your printer status report, continue to the next step.
    • If the firmware version does not match your printer status report, follow the instructions to update your printer.
If the issue persists, continue to the next step.

Step 4: Service the printer

If the previous steps did not resolve the issue, service the printer.
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.






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