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A 'Printhead Problem' or 'Printhead Appears to be Missing or Damaged' Message Displays on the Printer Control Panel

  • PrintPrint
This document is for the HP Photosmart D5460, D5463, D5468, and D7560 printers.
The message 'Printhead Problem ' or 'Printhead Appears to be Missing or Damaged ' appears on the printer control panel, and the printer does not print.

Step 1: Remove, clean, and then reinstall the printhead

  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door.
  3. Remove all of the cartridges, and then place them on a piece of paper with the ink opening pointing up.
    NOTE:HP recommends to not leave the cartridges outside of the printer for longer than 30 minutes. This could result in damage to both the printer and the cartridges.
    Figure 1: Remove the cartridges
    Image: Remove the cartridges.
  4. Lift the latch handle on the carriage until it stops.
    Figure 2: Lift the latch handle
    Image: Lift the latch handle.
  5. Remove the printhead by lifting it straight up.
    Figure 3: Remove the printhead
    Image: Remove the printhead.
  6. Clean the printhead.
    There are three areas of the printhead that need to be cleaned: the plastic ramps on both sides of the ink nozzles, the edge between the nozzles, and the electrical contacts.
    Figure 4: Three areas to clean
    Image: Clean the printhead.
    1 - Plastic ramps on the sides of the nozzles
    2 - Edge between nozzles and contacts
    3 - Electrical contacts
    CAUTION:Do not touch the nozzles with your bare fingers.
    Figure 5: Do not touch the contact area with your finger
    Image: Do not touch the contact area with your finger.
    To clean the printhead, follow these steps:
    Gather cleaning materials:
    Use clean, lint-free cloth or paper. Coffee filters and eye-glass cleaning cloth work well.
    Use distilled or bottled water.
    Lightly dampen the clean, lint-free cloth and wipe the electrical contact area from the bottom to the top. Do not clean beyond the edge between the nozzles and the electrical contacts. Clean until no new ink shows on the cloth.
    Figure 6: Clean the contacts
    Image: Clean  the contacts.
    Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the nozzles and the contacts.
    Figure 7: Clean the edge
    Image: Clean the  edge.
    Use a fresh, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides of the nozzles. Wipe away from the nozzles.
    Figure 8: Clean the ramps
    Image: Clean the ramps.
    Wipe the previously cleaned areas dry with a dry lint-free cloth before you proceed to the next step.
  7. Clean the electrical contacts inside the printer:
    1. Lightly dampen a clean, lint-free cloth with bottled or distilled water.
    2. Clean the electrical contacts in the printer by wiping with the cloth from top to bottom. Use as many fresh, clean cloths as necessary. Clean until no ink shows on the cloth.
      Figure 9: Clean the electrical contacts in the printer
      Image: Clean the electrical contacts in the printer.
    3. Wipe the area dry with a dry lint-free cloth before you proceed to the next step.
  8. Make sure that the latch handle is raised, and then reinsert the printhead.
    Figure 10: Reinsert the printhead
    Image: Reinsert the printhead.
  9. Carefully lower the latch handle.
    NOTE:Make sure that you lower the latch handle before you reinsert the cartridges. Leaving the latch handle raised can result in incorrectly seated cartridges and problems when you try to print. The latch must remain down in order to correctly install the cartridges.
    Figure 11: Lower the latch handle
    Image: Lower the latch handle.
  10. Using the colored shaped icons for help, slide the cartridge into the empty slot until it snaps into place and is seated firmly in the slot.
    Figure 12: Slide the cartridge into its slot
    Image: Slide the cartridge into its slot.
    Figure 13: Snap the cartridge into place
    Image: Snap the cartridge into place.
  11. Close the cartridge access door.

Step 2: Reset the printer

  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
NOTE:Ink system failures can cause a carriage stall when the printer is reset. If the ink system failure requires the printer to be returned for service, there is no need to resolve the carriage stall issues with the printer.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step 3: Replace the printhead

If you have completed all the previous steps and are still experiencing a problem, you can replace the printhead. Replacement printhead assemblies are available only from HP Support or authorized service providers. Contact HP for assistance to get a new printhead.

Step 4: Service the printer

If you have completed the previous steps, and the issue is still not resolved, you might need to service the printer.
These steps apply to all countries and regions except the Asia/Pacific/Japan region.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.