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Welcome to HP Customer Support

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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP Designjet T120 and T520 Printers - There is a Problem with the Printer or Ink System

This document is for the HP Designjet T120 and T520 printers.
When the printer is turned on or after an ink cartridge is replaced, 'There is a problem with the Printer or Ink System. Turn printer off, then on. If problem persists, contact HP.' error displays on the front panel and the printer will not print. A faulty ink cartridge or printhead can cause this error.
Figure : 'Problem with the printer or ink system' error on control panel
Image:  'Problem with the printer or ink system' error on control panel
Solution one: Remove the ink cartridges and the printhead, restart the printer, and then reinstall the printhead and the ink cartridges
Removing and reinstalling the ink cartridges and the printhead can clear the error displayed on the front panel.
Step 1: Remove the ink cartridges and the printhead
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the ink cartridge access door, the carriage moves to the left side of the printer. Wait until the carriage stops moving before proceeding.
    Figure : Open the ink cartridge access door
    Image: Open the ink cartridge access door
  3. Press each ink cartridge to unlock it, and then pull each ink cartridge straight out of the carriage.
    Figure : Unlock each ink cartridge and remove from carriage
    Image: Unlock each ink cartridge and remove from carriage
  4. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
  5. Touch Next on the front panel, and then open the top cover.
    Figure : Open top cover
    Image: Open top cover
      note:
    If Next does not display, open the top cover, unplug the power cord from the printer and the wall, and then slowly move the carriage assembly to the left side of the printer in order to access the printhead.
  6. Lift the carriage latch.
    Figure : Lift the carriage latch
    Image: Lift the carriage latch.
  7. Grasp the sides of the printhead, gently lift-up and remove the printhead from the carriage. Keep the printhead vertical to prevent ink spilling on the connections.
    Figure : Remove the printhead
    Image: Remove the printhead.
Step 2: Restart the printer and reinstall the printhead and the ink cartridges
  1. Plug the power cord into the printer and the wall socket, if it was removed.
  2. Restart the printer and wait for the Install the printhead prompt on the printer display.
  3. Insert the printhead into the carriage, ensuring that the electrical contacts face the inside of the printer. As you guide the printhead into the carriage, it lowers into the carriage as it seats.
      caution:
    The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
    Figure : Insert the printhead
    Image: Insert the printhead.
  4. Carefully lower the carriage latch to secure the printhead.
    Figure : Lower the carriage latch
    Image: Lower the carriage latch.
  5. Close the top cover and then touch Next on the front panel.
  6. Figure : Close the top cover
    Image: Close the top cover
  7. Open the ink cartridge access door.
    Figure : Open the ink cartridge access door
    Image: Open the ink cartridge access door
  8. Wait for Install ink cartridges to display on the front panel.
  9. Slide each ink cartridge back into its color-coded slot, and then gently push it forward until it clicks into place.
    Figure : Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
  10. Close the ink cartridge access door. If a faulty or empty ink cartridge error is displayed, replace the faulty or empty ink cartridge.
    Figure : Close the ink cartridge access door
    Image: Close the ink cartridge access door
Solution two: Check the printer firmware version and update the printer firmware, if necessary
Steps to check and update the printer firmware.
  1. Obtain the current firmware version, touch the Information () icon, and then select Printer information. Use the up and down arrows to display the firmware version.
  2. Update the firmware, if necessary. Go to one of the following websites and then click on Get drivers, software & firmware:

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