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HP Customer Support - Knowledge Base

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Information

Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

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HP Officejet Pro 251dw Printer - An 'Ink System Failure' Error Message Displays on the Computer

Issue

An 'Ink System Failure' error message displays on the computer. The printer does not print.

Example message
Ink System Failure
There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP.

note:
If a similar message displays with ' Printer Failure' in the title, go to A 'Printer Failure' Message That Might Include an '0x610000f6' or '0x61xxxxxx' Error Code Displays on the Computer.

Solution one: Reset the printer

With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

note:
HP recommends plugging the printer directly into a wall outlet.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution two: Update the printer firmware

Select one of the following methods to update the printer firmware.

Method one: Get updates through the Embedded Web Server

Make sure you have the HP printer IP address. If you do not know the printer IP address, follow these steps to print a Network Configuration page:
1. Load plain, white paper in the paper tray.
2. On the printer control panel, touch the Right Arrow button () to display additional options.
3. Touch Setup, touch Network, and then touch Print Network Settings. The printer prints a Network Configuration page. The IP address is listed in the General Information section next to URL(s) for Embedded Web Server.
Open an Internet browser (such as Internet Explorer).
Type the HP printer IP address in the browser address bar, and then press Enter. The EWS opens.
- I got a security certificate error. What do I do?
  
  If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
  
  note:
  Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
  
  If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
From the EWS home page, click the Web Services tab.
Select Product Update from the Settings list on the left side of the page.
Click Check Now to identify and install any new available updates.

note:
If your printer is already up to date, a message displays indicating that.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Method two: Download the firmware from the HP website

Windows

Update the printer firmware for printers connected to a computer with Windows.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of Windows, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
Save the file to your computer.
Locate and then open the file to start the installation process.
When the HP Printer Update window opens, see if the printer serial number displays or a prompt for printer model displays.
- If the serial number displays, select the checkbox next to it, and then click Update.
- If the serial number displays but the status is 'not applicable' (grayed out), you do not need the firmware update. Click Cancel.
- If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer. Wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.
- If you are prompted to select the printer model to update the firmware, select your printer model, and then click Send Firmware.
When the update completes, click OK.
If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.
1. Search Windows for control panel, and then click Control Panel in the results.
2. Click View Devices and printers.
3. Right-click the USB printer device that matches your printer model, and then select Remove Device.
4. Disconnect the USB cable from the printer and the computer, and then restart the computer.

Mac

Update the printer firmware for printers connected to a Mac.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
When the download is complete, open the [Printer_name].dmg file.
Double-click HP Firmware Updater.
Click the name of your printer, and then click Continue.
The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.
- If Device is ready to be reflashed displays, click Continue to update the firmware.
  
  When the update completes, click Done.
- If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution three: Remove and reinsert the printhead

A poor electrical contact between the printhead and the printer might cause the error. Follow these steps to remove and reinsert the printhead.

Step one: Remove the printhead

Press the Power button to turn on the printer, if it is not already on.
Open the cartridge access door and the product lid. The carriage moves to the center. Wait until the carriage stops before you proceed.

Figure : Open the cartridge access door
Disconnect 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.
Lift the carriage latch.

Figure : Lift the carriage latch
Grasp the sides of the printhead, gently lift and remove the printhead from the carriage.

note:
Do not remove the cartridges from the printhead. You can safely remove the printhead with all of the cartridges inserted.

Figure : Remove the printhead

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 : Nozzles and electrical contacts

Nozzles

Electrical contacts
Place the printhead assembly (with the cartridges still installed) upside down on a clean sheet of paper.

caution:
Do not leave the printhead assembly outside of the printer for an extended period. Doing so can result in damage to the printhead or the printer.

Figure : Printhead upside down on a clean sheet of paper

Step two: Inspect the carriage path inside the printer

Inside the printer, look for and remove any obstructions from the printhead compartment. If necessary, use a flashlight to thoroughly check for any obstructions.

Figure : Check for paper jammed in the carriage path

Image: Check for paper jammed in the carriage path

Step three: Reinsert the printhead, and then lower the carriage latch

Grasp the sides of the printhead and turn it right side up with the nozzles facing down and the electrical contacts facing away from you.
On the front of the printer, 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
Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
Carefully lower the carriage latch to secure the printhead.

Figure : Lower the carriage latch
Verify that the carriage latch is down.
Figure : Carriage latch positions

Carriage latch is up

Carriage latch is down
Close the cartridge access door.
Reconnect the power cord to the rear of the printer.
If the printer does not turn on by itself, press the Power button to turn it on.

note:
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

If these steps resolved the issue, skip to the step to clean the printhead.
If the issue persists, or an error message displays on the computer, see the next step.

Step four: Reseat the printhead up to three times

Sometimes error messages can still display after reinserting the printhead. To clear any error messages, try to reseat the printhead up to three times.

Example error messages that might display on the computer
Missing or failed printhead Ink System Failure Carriage Jam Printer Failure Problem with Ink System

How do I reseat the printhead?

note:
You do not need to remove the printhead from the carriage.

Open the cartridge access door, and then wait until the carriage is idle and silent before proceeding.
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.
Lift the carriage latch.

Figure : Lift the carriage latch
Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.

Figure : Slightly lift the printhead
Reinsert the printhead into the carriage to reseat it. As you guide the printhead into the carriage, it lowers into the carriage as it seats.

Figure : Reseat the printhead
Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
Lower the carriage latch.

Figure : Lower the carriage latch
Verify that the carriage latch is down.
Figure : Carriage latch positions

Carriage latch is up

Carriage latch is down
Close the cartridge access door.
Reconnect the power cord to the rear of the printer.
If the printer does not turn on by itself, press the Power button to turn it on.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

If these steps resolved the error message, continue with the next step.
If the error message persists, skip to the next solution.

Step five: Run the automatic printhead cleaning process

Follow these steps to clean the printhead.

Load unused, plain white paper into the input tray.
On the printer control panel, touch the Right Arrow () to display additional options.
Touch Setup (), touch Tools, and then touch Clean Printhead.
Wait until the printhead cleaning sequence completes and the report prints.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution four: Clean the cartridge contacts

Open the cartridge access door and the product lid. The carriage moves to the center. Wait until the carriage stops before you proceed.

Figure : Open the cartridge access door
Press the front of the first cartridge to release it, and then pull it out of the carriage.

Figure : Press to release the cartridge
Lightly dampen a clean, lint-free cloth with bottled or distilled water.
Gently wipe the copper-colored contact on the cartridge.

Figure : Copper-colored contact on the cartridge
Wipe the contact with a dry lint-free cloth before proceeding to the next step.
Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.

Figure : Push the cartridge forward in the slot until it clicks into place
Repeat these steps for the other cartridges.
Close the access door.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution five: Replace the printhead

If you have completed all of the preceding steps and are still experiencing a problem, contact HP to 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 these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution six: 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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