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HP Officejet 7000 Wide Format Printer - E809a support

A 'Printhead Problem' or 'Printhead Appears to be Missing or Damaged' Error Message Displays on the Computer

  • PrintPrint
This document is for the HP Officejet 7000 (E809a), 7000 Special Edition (E809b), and 7000 Advantage (E809c) Wide Format printers.
The message 'Printhead problem' or 'Printhead appears to be missing or damaged' displays on the computer, and the printer does not print. The cartridge lights might also blink in sequence from left to right.
Figure 1: Cartridge lights blink
Image: Animation of blinking cartridge lights

Step 1: Remove the printhead

  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage stops moving before proceeding.
    Figure 2: Open the cartridge access door
    Image: Open the cartridge access door
  3. Remove the cartridges. Press the tab on each cartridge, and then remove each cartridge from its slot.
    Figure 3: Remove the cartridge
    Image: Remove a cartridge
    NOTE: Do not leave the cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the cartridges.
  4. Lift the latch handle on the carriage until it stops.
    Figure 4: Lift the latch handle
    illustration of lifting the latch handle
  5. Lift the printhead to remove it from the carriage.
    Figure 5: Remove the printhead
    illustration of removing the printhead

Step 2: Clean the printhead

Use the following steps to clean the printhead. There are three areas on the printhead that need to be cleaned: the plastic ramps on both sides of the ink nozzles, the edge between the ink nozzles and the electrical contacts, and the electrical contacts. Follow these steps to clean the printhead.
Figure 6: Three areas to clean
The three areas on the printhead to clean
1 - Plastic ramp on the side of the ink nozzles
2 - The edge between the ink nozzles and the electrical contacts
3 - The electrical contacts
CAUTION:Do not touch the ink nozzles. Do not touch the electrical contacts with your finger.
Figure 7: Do not touch the electrical contacts
Do not touch the electrical contacts illustration
  1. Gather the following cleaning materials:
    • Several clean, lint-free cloths or papers. Coffee filters and glass-cleaning cloths work well.
    • Distilled or bottled water. Do not use tap water. Tap water can contain contaminants that can damage the printhead.
  2. Lightly dampen a clean, lint-free cloth.
  3. Use the damp cloth to wipe the electrical contacts from the bottom to the top. Do not go past the edge between the electrical contacts and the ink nozzles. Repeat this motion until no ink appears on the cloth.
    Figure 8: Clean the electrical contacts
    Clean the electrical contacts
  4. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the ink nozzles and the electrical contacts.
    Figure 9: Clean the edge between the ink nozzles and the electrical contacts
    Clean the edge between the ink nozzles and the electrical contacts
  5. Use a fresh, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides of the ink nozzles. Wipe away from the nozzles only.
    Figure 10: Clean the ramps
    Clean the ramps
  6. Dry the previously cleaned areas with a clean, dry, lint-free cloth.
  7. Lightly dampen a fresh, clean, lint-free cloth with bottled or distilled water.
  8. Clean the electrical contacts inside the printer by wiping them from top to bottom. Repeat this motion until no ink appears on the cloth.
    Figure 11: Clean the electrical contacts inside the printer
    Illustration of cleaning the electrical contacts inside the printer
  9. Dry the area with a clean, dry, lint-free cloth.

Step 3: Reinstall the printhead

  1. Raise the latch handle on the carriage, and then reinstall the printhead by lowering it into the carriage.
    Figure 12: Insert the printhead
    Illustration of inserting the printhead into the carriage
  2. Carefully lower the latch handle.
    Figure 13: Lower the latch handle
    Illustration of lowering the latch handle
    NOTE:Leaving the latch handle raised can result in incorrectly seated cartridges. The latch must remain down to install the cartridges correctly.
  3. Slide each cartridge into the correct slot until it clicks into place. Make sure that the colored shape icon on the cartridge label matches the colored shape icon on the carriage slot.
    Figure 14: Reinstall each cartridge
    Illustration of reinstalling the cartridge
  4. Close the cartridge access door.

Step 4: 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.

Step 5: Replace the printhead

If you have completed all of the troubleshooting steps and are still experiencing a problem, replace the printhead.
CAUTION:Wait until you have a new printhead assembly available before you remove the cartridges. HP recommends that you do not leave the cartridges outside the printer longer than 30 minutes. This could damage both the printer and the cartridges.
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.
This information applies to Asia Pacific only.
If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges. If your printhead assembly is no longer under warranty, call the HP Customer Care Center for assistance.
Once you have the replacement printhead, click here for instructions to replace the printhead .

Step 6: Service the printer

Contacting HP for service in Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.
Please contact HP using one of the options found at Contact HP to obtain service.
HP Officejet 7000 Wide Format Printer - E809a

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