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HP Officejet Pro 8500A e-All-in-One Printer - A910a support

'Alignment failed' Error Message Displays on the All-in-One

  • PrintPrint

Issue

After installation of a new printhead, the error message 'Alignment failed' displays on the product control panel. An alignment page and a calibration page printed after the installation.
The cause of this error might be a defective printhead or sensor.

Solution

Follow these steps in the order presented to resolve the issue.

Step One: Check the alignment page

Follow these steps to check the alignment page that printed after the printhead installation.
NOTE:Newly installed printheads must be aligned to the product for best print quality. For successful alignment, a sharp, clear alignment page must be printed, and that requires unused, plain white paper. Colored paper, or paper that has already been printed on, even on the other side, can cause alignment to fail.
Figure 1: Example alignment page
Image: Example of an alignment page.
  • If no paper was loaded, or the paper was previously printed on or colored, or if no alignment page printed, follow these step to retry the alignment.
    1. Load plain white paper into the tray.
    2. On the control panel, touch the Right Arrow () to display the second navigation screen.
    3. Touch Setup (), and then touch Tools.
    4. Touch Align Printer, and then touch OK. The alignment process begins.
    5. Wait while the product completes the alignment, and then touch OK.
    6. Check the alignment page. For successful alignment, the patterns on the alignment page must be sharply printed.
      • If the alignment page prints and there is no error message, the issue is resolved, and you can stop troubleshooting.
      • If the page is obviously faded or streaked, skip to the next step in this document to Clean the printheads.
      • If you are not sure whether the alignment page printed correctly, skip to the step in this document to Print and evaluate a Print Quality Diagnostic page to see if the printheads are working correctly.
  • If unused, plain white paper was loaded, and an alignment page did print, check the alignment page. For successful alignment, the patterns on the alignment page must be sharply printed.
    • If the page is obviously faded or streaked, skip to the next step in this document to Clean the printheads.
    • If you are not sure whether the alignment page printed correctly, skip to the step in this document to Print and evaluate a Print Quality Diagnostic page to see if the printheads are working correctly.

Step two: Clean the printheads

Follow these steps to clean the printheads.
  1. Load plain white paper into the tray.
  2. On the control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch Setup (), and then touch Tools.
  4. Touch Clean Printheads. The product cleans the printheads.
  5. Wait while the product completes the printhead cleaning process, and then touch OK.

Step three: Print and evaluate a Print Quality Diagnostics page

After cleaning the printheads (or if you are not sure a cleaning is required), print and evaluate a Print Quality Diagnostics page.
  1. Load plain white paper into the tray.
  2. On the control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch Setup (), touch the Down Arrow (), and then touch Reports.
  4. Touch Print Quality Report. The Print Quality Diagnostics page prints.
    Figure 2: Example of a Print Quality Diagnostics page
    Image of a print quality diagnostics page.
  5. Examine the page for defects:
    • If all the Test Patterns on the Print Quality Diagnostic page show no defects, the printheads are operating correctly and do not need to be replaced. Skip to the step in this document to Retry alignment .
    • Test Pattern 2
      Figure 3: Example of white lines in Test Pattern 2
      Image of white lines in Test Pattern 2.
      • If there are white lines through any of the color blocks in Test Pattern 2, follow these steps to clean the printheads:
        1. Load plain white paper into the tray.
        2. On the control panel, touch the Right Arrow () to display the second navigation screen.
        3. Touch Setup (), and then touch Tools.
        4. Touch Clean Printheads. The product cleans the printheads.
        5. Wait while the product completes the printhead cleaning process, and then touch OK.
        Repeated cleaning might eventually fix the printheads. However, if after repeated cleaning there are still white lines through the color blocks in Test Pattern 2 (but no lines in the gray blocks in Test Pattern 3), skip to the step in this document to Replace the problem printhead .
      • If there are white lines through ALL the color blocks in Test Pattern 2, and also white lines through the gray blocks in Test Pattern 3, then do not clean the printheads. Instead, skip to the step in this document to Calibrate linefeed.
    • Test Pattern 3
      Figure 4: Example of white lines in Test Pattern 3
      Image of white lines in Test Pattern 3.
      If any of the gray blocks in Test Pattern 3 show dark lines or white gaps where the arrows are pointing, skip to the next step to Calibrate linefeed.

Step four: Calibrate linefeed

If any of the gray blocks in Test Pattern 3 show dark lines or white gaps where the arrows are pointing, follow these steps to calibrate linefeed.
  1. Load plain white paper into the tray.
  2. On the control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch Setup (), and then touch Tools.
  4. Touch Calibrate Linefeed. The product calibrates linefeed.
  5. Wait while the product completes the calibration, and then touch OK.
  6. Print another Print Quality Diagnostics page.
  1. Load plain white paper into the tray.
  2. On the control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch Setup (), touch the Down Arrow (), and then touch Reports.
  4. Touch Print Quality Report. The Print Quality Diagnostics page prints.
    Figure 5: Example of a Print Quality Diagnostics page
    Image of a print quality diagnostics page.
  5. Examine Test Pattern 3 for defects:
    Figure 6: Example of white lines in Test Pattern 3
    Image of white lines in Test Pattern 3.
  • If there are still dark lines or white gaps in Test Pattern 3, skip to the step in this document to Service the All-in-One .
  • If there are no dark lines or white gaps in Test Pattern 3, the issue is resolved and you can stop troubleshooting.

Step five: Retry alignment

Follow these steps to retry the alignment.
  1. Load plain white paper into the tray.
  2. On the control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch Setup (), and then touch Tools.
  4. Touch Align Printer, and then touch OK. The alignment process begins.
  5. Wait while the product completes the alignment, and then touch OK.
    • If the alignment page prints and there is no error message, the issue is resolved, and you can stop troubleshooting.
    • If the alignment page fails to print, or if the error message displays after the Print Quality Diagnostic page showed no streaks in the color blocks in Test Pattern 2, skip to the step in this document to Service the All-in-One .

Step six: Replace the problem printhead

Refer to the Print Quality Diagnostic page you printed previously to determine the problem printhead.
In general, if the product, its printheads, and its cartridges work correctly, all the color bars are present, unstreaked, and uniform in color across the width of the page. The black text on the page does not show ink streaks.
Review the following table for examples of defects that can exist on the Print Quality Diagnostic page. The following examples are not all inclusive, but represent the most common issues.
If, after repeated printhead cleaning, the Print Quality Diagnostic page shows white lines across the color blocks in Test Pattern 2 (but no white lines in the gray blocks in Test Pattern 3), one or both of the printheads will have to be replaced. The Print Quality Diagnostic page shows which printhead should be replaced.
Look at the color blocks labeled Test Pattern 2. Some of them should show white horizontal streaks (if none of the blocks are streaked, the printheads are okay).
  • Black block has lines – replace the Black/Yellow printhead.
  • Red block has lines – replace the Black/Yellow printhead.
  • Green block has lines – replace the Black/Yellow printhead.
Figure 7: Streaked black, red, or green color blocks - replace Black/Yellow Printhead
Illustration of streaked black, red or green color blocks in test pattern 2
  • Cyan block has lines – replace the Magenta/Cyan printhead.
  • Magenta block has lines – replace the Magenta/Cyan printhead.
Figure 8: Streaked cyan or magenta color blocks - replace Cyan/Magenta Printhead
Illustration of streaked cyan or magenta color blocks in test pattern 2
After you determine the problem printhead, follow these steps to install the replacement printhead.
  1. Load plain white paper into the tray.
  2. Open the carriage access door.
    Figure 9: Open the carriage access door
    Illustration of opening the carriage access door
  3. Touch the Change Printhead button on the display. The carriage moves out of its station on the right and into the printhead access area on the far left side of the product.
  4. Wait for the printhead to stop and become idle.
  5. Lift the printhead latch.
    Figure 10: Lift the printhead latch
    Illustration of lifting the printhead latch
  6. Grasp the handle of the old printhead, and then lift upward to remove the printhead from its slot.
    Figure 11: Remove the printhead from its slot
    Illustration of removing the printhead
  7. Without removing the replacement printhead from its packaging, rapidly shake it back and forth six times.
    Figure 12: Shake the printhead six times
    Illustration of shaking the printhead
  8. Remove the printhead from its packaging.
  9. Remove the orange protective caps from the nozzles.
    CAUTION:Do not shake the printheads after removing the orange protective caps.
    Figure 13: Remove the printhead and the protective caps
    Illustration of taking the printhead out of its packaging and removing the protective caps
    CAUTION:Do not touch the nozzles on the printhead. Touching the nozzles can permanently damage the printhead.
    Figure 14: Do not touch the printhead nozzles
    Illustration cautioning against touching the printhead nozzles
  10. Insert the printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.
    • Insert the Black/Yellow printhead into the slot on the left.
    • Insert the Magenta/Cyan printhead into the slot on the right.
    Figure 15: Insert the printhead into its slot
    Illustration of inserting the printhead into its slot
  11. Repeat these steps if necessary to replace the other printhead.
    NOTE:Make sure to shake the other printhead back and forth six times before installing it.
  12. Pull the printhead latch all the way forward, and then press down to make sure that the latch engages. You might have to apply some pressure to engage the latch.
    Figure 16: Lower the printhead latch
    Illustration of lowering the printhead latch
  13. Close the carriage access door.
    Figure 17: Close the carriage access door
    Illustration of closing the carriage access door
  14. Wait while the product aligns the printheads and prints an alignment page, and then touch OK.
    Figure 18: The product prints an alignment page
    Illustration of product printing an alignment page
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step seven: Service the All-in-One

These steps apply to 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.
  • If your product is out of warranty, fees might apply for contacting HP.
HP Officejet Pro 8500A e-All-in-One Printer - A910a

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