The following steps apply to HP 178, 364, 564, 655, 862, 902, 903, 904, 905, 906, 907, 908, 909, 910, 912, 914, 915, 916, 917, 918, 919, 920, 934, and 935 ink cartridges.
Step 2: Replace all the ink cartridges
Replace all the ink cartridges with new ink cartridges, and then try to print again.
To find your cartridge number and to purchase ink or toner supplies, go to
HP Store or a local retailer. Make sure you are using the correct genuine HP ink or toner supplies for your printer. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. To check the authenticity of your cartridges, go to the
HP anti-counterfeit webpage (in English).
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.
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Open the door to access to the ink cartridges.
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Wait until the carriage stops moving before you continue.
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Remove the old ink cartridge, and then insert the new ink cartridge into its slot.
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Repeat these steps to replace the other three ink cartridges.
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Close the ink cartridge access door.
If the error message persists, continue to the next step.
Step 3: Check the carriage for a printhead latch
Open the door to access to the ink cartridges, and then determine if the carriage inside the printer has a printhead latch.
Example of a carriage with a latch on the printhead
Step 4: Replace the printhead
If the previous troubleshooting steps did not resolve the issue, order a new printhead for replacement.
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.
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If you are in Asia Pacific, the site directs you to a service center in your area.
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Search for your printhead number.
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If your printer uses 4 ink cartridges, type CN643A.
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If your printer uses 5 ink cartridges, type CN642A.
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Follow the online instructions to order the printhead assembly.
If the error message persists, continue to the next step.
Step 5: 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.