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HP Officejet 6500 All-in-One Printer - E709a support

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

  • PrintPrint

Issue

The message Printhead Problem or Printhead Appears to be Missing or Damaged displays on the product control panel. The printer does not print.

Solution

Follow these steps in the order presented until you resolve the issue.

Step one: Remove, clean, and reinstall the printhead

  1. Make sure that the product is turned on.
  2. Open the access door.
  3. Remove all the cartridges and place them on a piece of paper with the ink opening pointing up.
    NOTE:Do not leave the cartridge outside of the product longer than 30 minutes. This could result in damage to both the product and the ink cartridges.
    Figure 1: Remove ink cartridges
  4. Lift the latch handle on the print carriage until it stops.
    Figure 2: Lift the latch handle
  5. Remove the printhead by lifting it straight up.
    Figure 3: Remove printhead
  6. Clean the printhead.
    There are three areas of the printhead to clean: 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
    1 - Plastic ramps on the sides of the nozzles
    2 - Edge between nozzles and contacts
    3 - Electrical contacts
    CAUTION:Do not touch the nozzles. Do not touch the electrical contact areas with your fingers. Tough the electrical contact areas only with cleaning materials.
    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 a clean, lint-free cloth and wipe the electrical contact area from the bottom to the top. Do not go past the edge between the nozzles and the electrical contacts. Clean until no new ink shows on the cloth.
    Figure 5: Cleaning 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 6: Cleaning 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 7: Cleaning ramps
    Wipe the previously cleaned areas dry with a dry lint-free cloth before proceeding to the next step.
  7. Clean the electrical contacts inside the product:
    1. Lightly dampen a clean, lint-free cloth with bottled or distilled water.
    2. Clean the electrical contacts in the product 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 8: Clean contacts inside product
    3. Wipe the area dry with a dry lint-free cloth before proceeding to the next step.
  8. Make sure the latch handle is up, and then reinsert the printhead.
    Figure 9: Reinsert the printhead
  9. Carefully lower the latch handle.
    NOTE:Make sure you lower the latch handle before reinserting the ink cartridges. Leaving the latch handle raised can result in incorrectly seated ink cartridges and problems printing. The latch must remain down to correctly install the cartridges.
    Figure 10: Lower the latch handle
  10. Use the colored shaped icons for a guide, and then slide each cartridge into its empty slot until it snaps securely into place.
    Figure 11: Reinsert the cartridges
  11. Close the access door.

Step two: Reset the printer

  1. Turn off the product by pressing the on button ( ).
  2. Unplug the power cord from the back of the product.
  3. Wait 30 seconds.
  4. Plug in the power cord to the back of the product.
  5. Turn on the product by pressing the on button ( ).
    NOTE:Ink system failures can cause a carriage stall when the printer resets. If the ink system failure requires that you return the product for service, there is no need to resolve the carriage stall issue.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step three: 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.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step four: Service the printer

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.
HP Officejet 6500 All-in-One Printer - E709a

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