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HP Customer Support - Knowledge Base

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HP 68xx Printers - 'Problem with printhead' Error (Americas and Asia)

This document is for only the following HP printers in North America, Latin America, and Asia Pacific:
  • HP Officejet 6812
  • HP Officejet 6815
  • HP Officejet 6820
  • HP Officejet Pro 6230
  • HP Officejet Pro 6830
  • HP Officejet Pro 6835
There is a problem with the printhead error message displays on the printer control panel or computer. The error might include an error code that begins with 0xc19.
Figure : 'Problem with printhead' error message
Image: 'Problem with printhead' error message.
This error indicates a hardware failure, and the printer requires service or replacement.
Your printer model might be replaced under the following conditions:
  • The printer is one of the models listed above.
  • The printer exhibits the error message: There is a problem with the printhead.
  • The printer is in warranty. If the warranty has expired, you may speak to a support agent to buy a refurbished printer or upgrade your printer. For more information, contact HP to start a support case.
If your printer is replaced, you receive a replacement printer that is the same or equivalent to the defective printer.
If you are located in Asia Pacific, Canada, Latin America, or United States, your printer meets these conditions, and you would like to see if your printer can be serviced or replaced by HP, contact HP to start a support case.
+ For HP Instant Ink Subscribers: What is HP Instant Ink?

Instructions for HP Instant Ink customers

To ensure that billing stopped, your original Instant Ink account was cancelled by HP when your original printer was replaced. Your replacement printer must be enrolled if you want to continue using the service.
Follow the in box instructions to set up the replacement printer and the steps below to start the HP install software and make sure to follow the prompts to continue online to see HP Instant Ink options.

Step 1: Start the HP installation software

Use the following instructions to download and install HP printer software for Windows or Mac.
  1. Go to 123.hp.com.
  2. Enter the model number (6830) of your printer and click Begin. The model number is on the front of the printer.
  3. Click the blue Download button, then click Run (or download and run the file according to your browser prompts).

Step 2: Follow the prompts to connect the printer

Make sure to accept the option to connect to Web Services – Web Services are required for HP Instant Ink.

Step 3: Re-enroll in HP Instant Ink

Use the following instructions to re-enroll your replacement printer with Instant Ink.
  1. To re-enroll in HP Instant Ink, follow the prompts to activate the service and choose a plan.
    note:
    If your original printer was enrolled in HP Instant Ink, you may have received an email from HP with an enrollment key. If HP sent you an enrollment key make sure to enter it on the page where you choose a plan.
  2. When you are prompted to ‘Create an Account’, look for the link to ‘Sign In’ instead. You can sign in with the email and password you used for your original printer. Then your billing and shipping information will be filled in from your original account. If you were not previously an Instant Ink customer, create an account.
  3. Review your order, and then click Enroll.
  4. If you see an instruction to claim your printer, enter the printer claim code from the "Make the Most of Your Printer" sheet that printed during initialization.
  5. On the page that opens when your enrollment is complete, make sure to click the link to view your account page. You can also visit your account page at any time at hpinstantink.com/signin. On your account page you can check your regular, rollover, and additional pages, change your address or payment card, see when cartridges have been shipped, and view or change other features of your account.
  6. On your account page, check to make sure your original printer enrollment was cancelled properly. If you have more than one enrolled printer, you will see a printer pulldown menu at the top of the status section on the account page. If your original printer still displays on this list, follow these steps:
    1. Select the original printer in the menu at the top of the account page.
    2. Look at the Monthly Summary or the Printing History to confirm that you are viewing the account details for the original printer.
    3. If you do not see Cancelled or Cancellation in Progress in the Status area, click My Plan, Edit, and then Cancel Enrollment to cancel the original printer’s account.
  7. Now that you have enrolled your replacement printer you will receive a set of Instant Ink cartridges in the mail within 7-10 business days. When your SETUP ink cartridges are low you can replace them with HP Instant Ink cartridges. As soon as you replace at least one of your SETUP ink cartridges with an HP Instant Ink cartridge, your page count and billing cycle begins with the new printer. The date of your new monthly bill might be different from the date of your original printer’s monthly bill.

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