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A 'Printer Failure' Message That Might Include an '0x610000f6' or '0x61xxxxxx' Error Code Displays on the Printer

  • PrintPrint

Issue

A 'Printer Failure' error message displays on the printer control panel, and the printer does not print. This message might also include an error code such as '0x610000f6' or '0x61xxxxxx' (where each 'x' can be any letter or number).
Example message that includes an error code Example message that does not include an error code
Printer Failure Printer Failure
There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP. 0x610000f6There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP.
The solution to these errors depends on if the message you are experiencing includes an error code. Select from the following message types for steps to resolve the issue.
Click the plus sign () for more information.
If the error message includes an error code such as '0x610000f6' or '0x61xxxxxx' (where each x can be any letter or number), there is an issue with the carriage. Follow these solutions in the order presented to resolve the issue.

Solution one: Reset the printer

Follow these steps to reset the printer.

Step one: Reset the printer

Follow these steps to reset the printing mechanism.
  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. With the printer turned on, disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
    NOTE:HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. 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.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
CAUTION:Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.

Step two: Clear any jammed paper from the rear of the printer

  1. Press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. While the printer is still on, disconnect the power cord from the rear of the printer.
    WARNING:You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Turn the printer so that the rear of the printer faces you.
  4. Push in the buttons on both sides of the two-sided printing accessory (duplexer), and then pull out to remove the duplexer.
    NOTE:Your printer might look slightly different than the one pictured, but the steps are the same.
    Figure 1: Remove the duplexer
    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer.
    2 - Pull the duplexer out of the printer.
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure 2: Remove the jammed paper
    Image: Remove the jammed paper.
    CAUTION:If the paper tears while you remove it from the rollers, more paper jams might occur. Check the rollers and wheels for torn pieces of paper that might remain inside the printer.
    Figure 3: Remove torn pieces of paper
    Image: Remove bits of paper.
  6. If you do not see any jammed paper in the rear access area, press the tabs on the sides of the duplexer, and then lower the cover.
    Figure 4: Press the tabs to open the duplexer
    Image: Press the tabs to open the duplexer.
  7. Gently remove any jammed paper from inside the duplexer.
  8. With the duplexer open, check the rollers. Note if any rollers are missing, do not roll freely, or are damaged. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.
    Figure 5: Duplexer internal rollers
    Image: Duplexer internal rollers.
  9. Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.
    Figure 6: Insert the duplexer
    Image: Insert the duplexer into rear access area.
  10. Push the duplexer in until it clicks into place.
    Figure 7: Make sure that the duplexer snaps into place
    Image: Snap the duplexer into place.

Step three: Clear any jammed paper from Tray 1

If you cannot remove the paper jam from the rear of the printer, follow these steps to remove any jammed paper from Tray 1.
  1. Place your fingers in the slot on the front of Tray 1.
    Figure 8: Slot in the front of Tray 1
    Image: Slot in the front of Tray 1.
  2. Pull the tray toward you to remove it.
  3. Grasp any jammed paper from the bottom of the printer with both hands, and then pull the paper slowly but firmly toward you to remove it.
    CAUTION:Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams might to occur, and this could damage the print mechanism.
  4. Push the tray into the printer until the tray locks into place.
    Figure 9: Push Tray 1 into the printer
    Image: Push the tray into the printer.

Step four: Clear any jammed paper from Tray 2

NOTE:Tray 2 is an optional accessory. If you do not have Tray 2 installed, skip to the next step.
  1. Make sure that the printer is turned off and disconnected from the power source.
  2. Lift the printer from Tray 2, and then set it aside.
    Figure 10: Lift the printer from Tray 2
    Image: Lift the printer from Tray 2.
  3. Check the bottom of the printer for jammed paper.
  4. Remove any jammed paper from the bottom of the printer.
  5. Remove any jammed paper from Tray 2.
  6. Set the printer on top of Tray 2.
  7. Reconnect the power cord to the rear of the printer.

Step five: Clear any jammed paper from the output tray

  1. Check the output tray for jammed paper.
  2. Carefully remove any loose paper from the output tray.
  3. Gently remove any jammed paper or bits of torn paper from the output tray rollers. Use both hands to pull any whole sheets of paper to avoid tearing them.
    CAUTION:If the paper tears while you remove it from the rollers, more paper jams might occur.
  4. Remove any bits of paper or torn pieces of paper from the output tray rollers.
  5. Press the Power button to turn on the printer.
    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 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 six: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution three: Make sure that the carriage moves freely

Follow these steps to find the carriage, and then make sure that the carriage moves freely. Some steps require the use of a flashlight to identify any jammed paper in the carriage path.

Step one: Find the carriage

  1. Press the Power button to turn off the printer.
    WARNING:Do not reach into the cartridge access area when the printer is turned on or off, and is plugged into an electrical outlet.
  2. Disconnect the power cord from the rear of the printer.
  3. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.
    Figure 11: The slot on the side of the printer
    Image: The slot on the side of the printer.
  4. Use a flashlight to find the carriage inside the printer.
    Figure 12: Use a flashlight
    Image: Use a flashlight
    WARNING:Do not try to move the carriage if it is docked all the way to the right side of the printer.

Step two: Make sure that the carriage moves freely

Follow the steps depending on the position of the carriage inside your printer.
Follow these steps only if the carriage is not docked in its station on the far right side of the printer.
  1. Keep the printer turned on.
    WARNING:Do not reach into the cartridge access area at this time.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.
    Figure 13: The slot on the side of the printer
    Image: The slot on the side of the printer.
  3. Wait for the carriage to move to the left side of the carriage path.
  4. Disconnect the power cord from the rear of the printer.
  5. Grasp the carriage, and then try to move the carriage to the right and to the left sides of the printer.
    Figure 14: Move the carriage
    Image: Move the carriage.
  6. Move the carriage to the far left side of the printer.
    If the carriage does not move freely, apply minimal pressure to the right side of the carriage, and then push the carriage to the left. Do this only if the carriage is not docked in its station on the far right side of the printer.
  7. Look for and remove any obstructions along the far right side of the carriage path, such as paper or debris.
  8. Use a flashlight to check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Use a flashlightPaper jammed in carriage path
    Image: Use a flashlightImage: Paper jammed in carriage path
  9. Move the carriage to the far right side of the printer.
    If the carriage does not move freely, apply minimal pressure to the left side of the carriage, and then push the carriage to the right. Do this only if the carriage is not docked in its station on the far right side of the printer.
  10. Look for and remove any obstructions along the far left side of the carriage path, such as paper or debris.
  11. Close the cartridge access door.
  12. Reconnect the power cord to the rear of the printer.
  13. Press the Power button to turn on the printer. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Follow these steps if the carriage is docked in its station on the far right side of the printer.
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
    WARNING:Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  3. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.
    Figure 15: The slot on the side of the printer
    Image: The slot on the side of the printer.
  4. Gently pull out any jammed or torn paper from inside the printer.
  5. Use a flashlight to check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Use a flashlightPaper jammed in carriage path
    Image: Use a flashlightImage: Paper jammed in carriage path
  6. Close the cartridge access door.
  7. Reconnect the power cord to the rear of the printer.
  8. Press the Power button to turn on the printer. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Step three: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper cartridge placement or installation might cause a carriage issue. Follow these steps to remove and reinstall the cartridges.
CAUTION:Do not lift the latch handle on the carriage. Lifting the latch handle is not necessary to remove or insert cartridges. Lifting the latch handle causes the printhead or cartridges to be incorrectly seated which can damage the print mechanism and cause printing problems.
Figure 16: Correct latch position to secure the printhead for printing
Image: Correct latch position to secure the printhead for printing.

Step one: Remove and reinstall the cartridges

  1. Press the Power button to turn on the printer, if it is not already on. Wait until the warm-up sequence finishes and your printer is quiet before you proceed.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. Allow the carriage to move to the cartridge access area, and the carriage stops moving.
    Figure 17: The slot on the side of the printer
    Image: The slot on the side of the printer.
  3. Press in on the front of a cartridge to release it, and then pull it toward you to remove it from its slot. Repeat this step for each cartridge.
    CAUTION:Do not leave the cartridges outside of the printer for an extended period. This can result in damage to both the printer and the cartridges.
    Figure 18: Remove the cartridges
    Image: Remove the cartridges.
  4. Check for and remove obstructions under and around the carriage.
  5. Slide the cartridge into its slot, and then gently push it forward until it clicks into place. Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure 19: Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
    All cartridges must be seated correctly in the printhead assembly. If one cartridge sticks out farther than another, it is not installed correctly. Make sure that you push the cartridge forward into the printhead again until it clicks into place.
  6. Repeat these steps for the other cartridges.
  7. Close the cartridge access door.

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution five: Remove the printhead and inspect the carriage area

Follow these steps to remove the printhead, and then inspect the carriage compartment where the printhead sits.

Step one: Remove the printhead

  1. Press the Power button to turn on the printer, if it is not already on. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. Allow the carriage to move to the cartridge access area, and the carriage stops moving.
    Figure 20: The slot on the side of the printer
    Image: The slot on the side of the printer.
  3. 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.
  4. Lift the carriage latch.
    Figure 21: Lift the carriage latch
    Image: Lift the carriage latch.
  5. 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 22: Remove the printhead
    Image: 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 23: Nozzles and electrical contacts
    Image: Nozzles and electrical contacts
    1 - Nozzles
    2 - Electrical contacts
  6. 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 24: Printhead upside down on a clean sheet of paper
    Image: Printhead upside down on a clean sheet of paper.

Step two: Inspect the carriage path where the printhead sits

Inside the printer, look for and remove any obstructions from the printhead compartment. If necessary, use a flashlight to thoroughly check for any obstructions.
Use a flashlightPaper jammed in carriage path
Image: Use a flashlightImage: Paper jammed in carriage path

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

  1. 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.
  2. 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 25: Insert the printhead
    Image: Insert the printhead.
  3. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  4. Carefully lower the carriage latch to secure the printhead.
    Figure 26: Lower the carriage latch
    Image: Lower the carriage latch.
  5. Verify that the carriage latch is down.
    Figure 27: Carriage latch positions
    Image: Carriage latch positions.
    1 - Carriage latch is up
    2 - Carriage latch is down
  6. Close the cartridge access door.
  7. Reconnect the power cord to the rear of the printer.
  8. 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.
  9. 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 printer, see the next step.

Step four: Reseat the printhead up to three times

Sometimes error messages persist after inserting the printhead. To clear any error messages, reseat the printhead up to three times.
Example error messages that might display on the printer
Missing or failed printhead

Ink System Failure

Carriage Jam

Printer Failure

Problem with Ink System
NOTE:You do not need to remove the printhead from the carriage.
  1. Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure 28: Open the cartridge access door
    Image: Open the cartridge access door.
    1 - Slot on the left side of the printer
  2. 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.
  3. Lift the carriage latch.
    Figure 29: Lift the carriage latch
    Image: Lift the carriage latch.
  4. Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.
    Figure 30: Slightly lift the printhead
    Image: Slightly lift the printhead.
  5. 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 31: Reseat the printhead
    Image: Reseat the printhead.
  6. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  7. Lower the carriage latch.
    Figure 32: Lower the carriage latch
    Image: Lower the carriage latch.
  8. Verify that the carriage latch is down.
    Figure 33: Carriage latch positions
    Image: Carriage latch positions.
    1 - Carriage latch is up
    2 - Carriage latch is down
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.
  11. If the printer does not turn on by itself, press the Power button to turn it on.
  12. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Step five: Use the automated tool to clean the printhead

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

Step six: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution six: Service the printer

If you have completed all the steps listed above and are still experiencing a problem, continue to the Service the printer section at the end of this document.
Follow these solutions in the order presented if your error message does not include an error code.

Solution one: Reset the printer

  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. With the printer turned on, disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
    NOTE:HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. 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.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  • 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

Follow these steps to check for the latest product updates for your product.
  1. From the home screen on the product control panel, touch the ePrint icon ().
  2. Wait for the product to connect to the ePrint server. The ePrint status displays.
  3. Touch Settings on the bottom left corner of the screen.
  4. Touch Printer Update, and then touch Check for Update Now.
    NOTE:Check for updates every week to make sure that you are getting the most out of your HP product.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Check the cartridges for leaks

If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure 34: Open the cartridge access door
    Image: Open the cartridge access door.
    1 - Slot on the left side of the printer
  3. Press the front of the first cartridge to release it, and then pull it out of the carriage.
    Figure 35: Press to release the cartridge
    Image: Press to release the cartridge.
  4. Check the cartridge for leaking ink. Be careful not to get ink on your skin or clothing.
    • If the cartridge is leaking, replace the cartridge.
    • If the cartridge is not leaking, continue to the next step.
    NOTE:If you see a small amount of ink on the ring where the ink exits the cartridge, the cartridge is not leaking.
  5. Slide the cartridge back into its color-coded slot, and then gently push it forward until it clicks into place.
    Figure 36: Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
  6. Repeat these steps to check the other cartridges for leaking ink.
  7. Close the cartridge 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 four: Remove and reinsert the printhead

A poor electrical contact between the printhead and the printer might cause this issue. Removing and reinserting the printhead can help.

Step one: Remove the printhead

  1. Press the Power button to turn on the printer, if it is not already on. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. Allow the carriage to move to the cartridge access area, and the carriage stops moving.
    Figure 37: The slot on the side of the printer
    Image: The slot on the side of the printer.
  3. 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.
  4. Lift the carriage latch.
    Figure 38: Lift the carriage latch
    Image: Lift the carriage latch.
  5. 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 39: Remove the printhead
    Image: 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 40: Nozzles and electrical contacts
    Image: Nozzles and electrical contacts
    1 - Nozzles
    2 - Electrical contacts
  6. 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 41: Printhead upside down on a clean sheet of paper
    Image: 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.
Use a flashlightPaper jammed in carriage path
Image: Use a flashlightImage: Paper jammed in carriage path

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

  1. 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.
  2. 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 42: Insert the printhead
    Image: Insert the printhead.
  3. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  4. Carefully lower the carriage latch to secure the printhead.
    Figure 43: Lower the carriage latch
    Image: Lower the carriage latch.
  5. Verify that the carriage latch is down.
    Figure 44: Carriage latch positions
    Image: Carriage latch positions.
    1 - Carriage latch is up
    2 - Carriage latch is down
  6. Close the cartridge access door.
  7. Reconnect the power cord to the rear of the printer.
  8. 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.
  9. 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 printer, 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 printer
Missing or failed printhead

Ink System Failure

Carriage Jam

Printer Failure

Problem with Ink System
NOTE:You do not need to remove the printhead from the carriage.
  1. Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure 45: Open the cartridge access door
    Image: Open the cartridge access door.
    1 - Slot on the left side of the printer
  2. 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.
  3. Lift the carriage latch.
    Figure 46: Lift the carriage latch
    Image: Lift the carriage latch.
  4. Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.
    Figure 47: Slightly lift the printhead
    Image: Slightly lift the printhead.
  5. 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 48: Reseat the printhead
    Image: Reseat the printhead.
  6. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  7. Lower the carriage latch.
    Figure 49: Lower the carriage latch
    Image: Lower the carriage latch.
  8. Verify that the carriage latch is down.
    Figure 50: Carriage latch positions
    Image: Carriage latch positions.
    1 - Carriage latch is up
    2 - Carriage latch is down
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.
  11. If the printer does not turn on by itself, press the Power button to turn it on.
  12. 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: Use the automated tool to clean the printhead

  1. Load unused, plain white paper into the input tray.
  2. On the printer control panel, touch the Right Arrow () to display additional options.
  3. Touch Setup (), touch Tools, and then touch Clean Printhead.
  4. 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 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 supplies, go to hp.com/go/learnaboutsupplies , select your country/region, 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

If you have completed all the steps listed above and are still experiencing a problem, continue to the Service the printer section at the end of this document.
Follow these steps only if the preceding solutions did not resolve the problem.
Contacting HP for service in all countries/regions except Asia Pacific.
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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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