Install HP Photosmart Premium c309g - stuck in cartridge alignment sequence

[alwinsc]

I purchased a new, old stock HP PhotoSmart Premium c309g printer, in the original unopened box.  Upon opening the box I discovered the cartridges had expired in 2010.  I installed new cartridges I had for a previous HP c309g.  I followed instructions to connect and power up the printer.  Startup progressed to the one time initialization which never finished. I then followed instructions for a hard reset by removing & restoring power. After starting again the printer entered “Aligning cartridges” and the process has never completed, with repeated “General Printer Error 0x61011beb” messages.

I’ve tried resetting the printer by unplugging and restarting multiple times, but each time it resumes with “Aligning Cartridges. Please wait…”, and it has been stuck there for over 24 hours.  I am unable to stop the alignment process via “X”, and cannot get to the main menu screen, or use any other menu buttons, so I’m unable to do further setup via the control panel.

Any suggestions on how to get this printer installed will be greatly appreciated.

[Sneha_01]

Hi @alwinsc,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The HP Photosmart Premium c309g printer showing the error code "0x61011beb" during the cartridge alignment process can indicate a hardware problem, often related to the printhead or the printer's inability to properly engage with the cartridges. Here are several steps you can try to resolve this issue:

Check Cartridges and Printhead:

• Remove and Inspect Cartridges: Take out the cartridges you installed. Check for any protective tape or material that might not have been removed. Also, ensure they are not expired or dried out since ink quality can affect the printer's functionality.
• Clean the Contacts: Use a soft, lint-free cloth slightly dampened with distilled water to clean the copper-colored contact on the cartridges and the printer. This can help improve the connection between the printer and the cartridges.
• Printhead Cleaning: If accessible, remove the printhead and gently clean the contacts with a lint-free cloth dampened with distilled water. Be careful not to touch the ink nozzles. If the printhead is not easily removable, refer to your printer's manual for instructions.

Hard Reset:

• It sounds like you've already attempted a basic hard reset by unplugging the printer. This time, try removing all cables and waiting for a longer period (about 10 minutes) before reconnecting. Ensure to disconnect it from the power source directly, not just turn it off.

Bypass the Alignment Page:

• Some HP printers allow you to bypass the alignment page print process by pressing and holding the "OK" button (or a combination of buttons depending on the model) for a few seconds. While this may not directly apply to your model, attempting to use similar button combinations to bypass or reset the current state could be worth trying.

Firmware Update:

• If you can get the printer to a responsive state or connect it to a computer, check HP's official website for any firmware updates for your printer model. An update could potentially resolve the issue by fixing underlying software problems that cause the printer to halt.

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support