C6380 two cartridges won't print

[wuhl1279]

Photosmart C6380.  OEM cartridges.  Tried to print a picture but it came out pink and black.  Software said all color cartridges were low (I don't believe this) so I replaced all four color cartridges with new HP cartridges.  Still prints everything pink.  Ran self-test, the cyan and yellow blocks are blank.  Attempted printer head cleaning but it failed.  Test pages stop printing after the letters and the pink blocks.

Thanks.

[wuhl1279]

Follow-up:  I decided the problem is the printhead, so I tried soaking it in alcohol which appeared to loosen up lots of dried ink.  When I put it back in the printer, I got an error message that the printhead is missing or damaged.  I am hoping that it is just wet and needs to dry out a bit.

[printerplz]

I would never reccomend soaking anything im putting into a machine but yes it does sound like a print head issue. i would clean the contacts on the print head located on the back of it with a lent free cloth and a lil water to make it damp. but you may have done serious harm to you printhead by soaking it.

[wuhl1279]

I understand, but I did see this solution on some DIY web sites.  What other choice did I have, since the machine's "clean printhead" function was not working?  And if the printhead is damaged (or was malfunctioning anyway), is this a replacement part that is available?  I tried finding it on HP's web site but it does not appear to be available.

Thanks.

[Ciara_B]

Hi

Try cleaning the printhead and the printer carriage contacts as described here

That work?

Thanks, Ciara

[wuhl1279]

Hi Ciara,

I tried the cleaning procedure, at first I still got the error message, but then it suddenly went into a long print preparation routine and I became hopeful that all would be restored.  On its own it started an alignment page, which printed all in black, but when the page was done it gave an error message that the alignment failed.

Unfortunately, the printer now prints only black, no color at all.  The Solution Center shows that all cartridges are installed and have plenty of ink (although the photo black cartridge is showing about 60% full even though it is brand new and an XL cartridge).

When I try to run the first-level  printhead clean, it prints only 2 and a half lines of black  letters, numbers and symbols, then the rest of the page is blank.  On the second level, it prints 5 lines of black text then blank.

When I run a test page, all I get is five lines of black characters, the rest of the page is blank.

When I run a diagnostic page, only the black-print cartridge prints, no color or photo black blocks on the page.  However, the stats on the page appear to indicate that all cartridges are ready.

So I have gone from pink and black to black only.  Any additional thoughts?

Thanks.

[Ciara_B]

Hi wuhl1279

So the printhead has been re-installed properly? (method 2 Step3 )

You could try a replacement printhead (either a warranty replacement from HP Phone Support or you can order one from the HP Part Store, see this link , part no. is CN643A)

Please let me know how you get on....

Thanks, Ciara

[Bob_Headrick]

This is not recommended by HP, but before replacing the printhead I would try soaking it as described in this post.

[wuhl1279]

Hi Ciara,

I ordered part number CN643A as you recommended ($29.44 plus $11.25 S&H), and it arrived today.  I eagerly followed the directions, cleaned the contacts on the printer, opened the package, carefully inserted the new printhead, and started re-installing the cartridges.  This is when I first noticed that the new printhead only has four spaces for cartridges, three color and one black!  No space for photo black!  I tried installing the cartridges but it would not accept the 564XL regular black cartridge.  Obviously this printhead is for a different model.

I went to HP's parts ordering site and entered my serial number, no printhead came up in the list of available parts.

I guess I will call the 800 number on the invoice and see whether I can exchange this for the right printhead, if it is available.  If not and they won't take it back, I am disinclined to spend another $40 for another new printhead, the $80 I would have spent just on the printhead replacement could have been spent toward a new printer that works.

[Bob, I had already ordered the new printhead before receiving your advice.  I will continue to pursue the new printhead option for now, but will keep your advice in mind as a last resort.  Thanks.]

Wayne

[wuhl1279]

Follow-up on the above:

Had to speak to three separate HP departments.  HP Parts told me they would transfer me to Returns, and then I would need to call Tech Support to find out whether I can get the correct replacement printhead.

HP Returns issued a return authorization and credit, no questions asked.

HP Tech Support told me a replacement printhead for my printer is not available.  All they can offer me for a printer that is out of warranty is an "upgrade" to the Photosmart Premium C310A for $90 (retails for $200 but offered on HP's web site for $150 and can be gotten cheaper elsewhere), and a steep discount on the extended warranty.  Since it uses the same cartridges, I went ahead and ordered it (with the 2-year warranty for $1).  I figured it would be hard to find a better printer for $90.

Now I am reading disappointing reviews of the new printer at CNET and elsewhere, but unfortunately these products appear to be throw-aways anyway that don't last longer than 2-3 years, basically I'm paying $45/year for a printer plus ink cartridges, so I'll just live with this until it breaks and then shop for whatever is available in 2-3 years.

Wayne