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HP Smart Tank 500, 600 Printers - Printhead Errors

This document is for HP Smart Tank 500 and 508 All-in-One, 511, 514, 515, 516, 517, 518, 519, 530, 531, 538, 615, 617, and 618 Wireless All-in-One, and Smart Tank Plus 551, 555, 559, 570, 571, 651, and 655 Wireless All-in-One printers.
After you install the printheads, the printer does not prime and a Printheads missing error message displays on the printer software or HP Smart app. Depending on your printer, one of the following might also display:
  • Printers with touchscreens: A Cartridge Problem message displays.
  • Printers without touchscreens: The Alert icon , one or both Printhead icons , and the Ink/Printhead light blink.

Step 1: Determine which printhead caused the error

Look at the printer display or control panel to determine which printhead caused the error.
  • If the Cartridge Problem error has a Tri-color icon or the blinking icon is above the Tri-color icon, the Tri-color cartridge caused the error.
    Tri-color error on display
    Tri-color error on control panel
  • If theCartridge Problem error has a Black icon or the blinking icon is above the Black icon, the Black cartridge caused the error.
    Black cartridge error on display
    Black cartridge error on control panel
  • If the Cartridge Problem error has both Tri-color and Black icons or the blinking icons are above both Tri-color and Black icons, both cartridges caused the error.
    Both cartridges in error on the display
    Both cartridges in error on the control panel

Step 2: Remove, inspect, and then reseat the printheads

The printer might display an error if the printheads are not correctly installed. Perform the following steps only for the printhead indicated on the printer control panel.
  1. Turn on the printer.
  2. Make sure plain paper is loaded in the input tray.
  3. Make sure all ink tanks are at least half full.
  4. Open the front door, and then open the printhead access door.
    Opening the front door and the printhead access door
  5. Wait until the carriage stops moving before you continue.
  6. Make sure the printhead carriage latch is closed.
    • If the printhead latch is closed, continue with these steps.
    • If the printhead latch is open, push down on the latch to close it, close the front door, and then try to print. If the error persists, continue with these steps.
  7. Push down on the carriage latch to unlock it.
    Opening the carriage latch
  8. Press down on the printhead to release it, pull it out of its slot, and then set it aside on a protected surface, such as a sheet of paper.
      caution:
    To prevent ink from leaking or transferring, hold the printhead by the sides and keep the printhead upright at all times.
    Removing the printhead from its slot
  9. Make sure the plugs on top of the printhead have been removed.
    Removing the printhead plugs
  10. Make sure the tape from the printhead contacts has been removed.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Removing the tape
  11. Slide the printhead at a slight upward angle into its slot, and then push up on the printhead until it snaps into place.
    Returning the printhead to its slot
  12. Repeat the previous steps for the other printhead, only if indicated by the Printhead icon or error message.
  13. Close the carriage latch by pushing it down until it locks into place.
    Closing the carriage latch
  14. Close the front door.
    Closing the front door
  15. Align the printheads.
    • If your printer has a touchscreen control panel, follow the control panel prompts to print an Alignment Page, and then follow the instructions on the page to align the printheads.
    • If your printer does not have a touchscreen control panel, an A blinks on the control panel and an Alignment Page prints automatically. Follow the instructions on the page to align the printheads.
If the error persists, continue to the next step.

Step 3: Reset the printer

Resetting the printer can sometimes resolve this error.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
If the error persists, continue to the next step.

Step 4: 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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