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janh1058
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Solved!

Printer not printing after new cartridges installed

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HP Officejet Pro 8500a
Microsoft Windows 8.1 (64-bit)

Each time I put in new cartridges I have problems with the printheads aligning and then it usually prints.  This time it sat with empty color cartridges for a while and now it won't print at all.  I always use only HP new cartridges.  It fails alignment and the blue and yellow and sometimes the magenta show on the the alignment sheet.  Is this the printheads?  Why would I need to change them every time I add new ink cartridges that does not make sense.  I have never changed them, but they were working fine before I added the new ink.

1 ACCEPTED SOLUTION

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E-roq
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Message 2 of 5
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Hey @janh1058

 

Welcome to the HP Support Forum.  I hope you enjoy your experience here.

 

I understand your HP Officejet Pro 8500A e-All-in-One Printer is no longer printing.  I'd like to work with you on this. I have some suggestions that might restore your printing capabilities.

 

It could be that the extended period of inactivity of dormancy has dried out the printhead, although you did the right thing by leaving cartridges installed in the printer.  I recommend you try the following basic troubleshooting steps before launching into a more intensive manual printhead cleaning: 

 

  • Click here and clean the printheads automatically via the printer's front panel as directed in Solution Two. 
  • Repeat up to three times if you're still seeing print quality issues. 
  • Remove and reinsert the cartridges one more time with the printer powered on to force the printer to print another allignment page.
  • Did this improve the print quality? 

If you're still running into the same issue, I do have some more advanced troubleshooting tips: 

 

In general, if your printer is within warranty, so is the printhead. Additionally, if HP has replaced your printhead or if you have purchased a replacement, the replacement printhead is covered under warranty for 90 days, regardless of printer warranty. If you are not sure if your printhead is under warranty, see HP’s Warranty Check Tool.
  • If the printhead is in warranty, contact HP to see if the printer's condition warrants a replacement printhead based on the terms of your product’s warranty. Do not continue with these steps if your printhead is in warranty. Skip to the step to service the printer.
  • If the printhead is out of warranty, follow the remaining steps to manually clean the printhead.
 
Gather the following items:
  • A clean disposable container capable of holding enough water to submerge the printhead
  • Two clean lint free cloths such as coffee filters
  • Filtered or distilled water (tap or mineral water may contain contaminants that could damage the printhead)
  • A pan and stove or other means of heating water
  • Disposable gloves
  • Paper towels
When manually cleaning the printhead, the printhead nozzles are soaked in very warm water for no longer than ten minutes. Use these steps only as a last resort and if the printhead would be disposed of otherwise.
 CAUTION:
Manually cleaning the printhead should only be performed if the printhead is no longer under warranty.
  1. Set the pan on the stove, and then fill the pan with filtered or distilled water.
     CAUTION:
    Do not use alcohol or other solvents. This may damage the printhead, causing the printhead layers to separate, requiring replacement of the printhead.
  2. Heat the water until the water is very warm to the touch, but do not boil the water.
  3. Stack the paper towels at the bottom of the disposable container until the stack is about 6.5 mm (1/4 inch) deep.
  4. Pour the warm water from the pan into the disposable container so that it is 5 cm (2 inches) deep and covering the paper towels.
  5. Put on disposable gloves to prevent ink from transferring to your skin or clothes.
  6. Press the tab on the front of the ink cartridges to release them, and then lift the ink cartridges out of the printhead.
     NOTE:
    Do not leave the ink cartridge outside the printer for longer than 30 minutes. The printhead and ink cartridges can be damaged by being exposed to air outside of the printer.
    Figure : Remove the ink cartridges
    Image: Removing the ink cartridges
  7. Set the ink cartridges upside down on a paper towel.
    Figure : Place the ink cartridges upside down
    Image: Place the ink cartridges upside down
  8. Lift the latch handle on the carriage until it stops, and then carefully lift up on the printhead to remove it from the printer.
    Figure : Remove the printhead
    Image: Remove the printhead
  9. Moisten one of the clean, lint-free cloths with some of the warm water and use it to clean the underside of the printhead. Repeatedly wipe the nozzle area gently until excess black or color ink does not transfer to the cloth. Do not press into the nozzle area as this can cause damage.
     CAUTION:
    Do not force water into the printhead, this can cause printhead delamination.
    Figure : Wipe the nozzles
    Image: Wipe the nozzles
  10. Place the printhead into the disposable container so that the bottom rests on the paper towels, and then let it soak for 10 minutes.
    Figure : Soak the printhead
    Image: Soak the printhead
    1. Paper towels
    2. Water level
  11. Remove the printhead, and then gently wipe the excess water with a dry lint free cloth.
     CAUTION:
    Do not use a hair dryer to dry off the printhead. This could cause the nozzles to dry out and clog.
  12. Let the printhead air-dry on a paper towel for 15 minutes with the nozzles facing up.
     CAUTION:
    Do not use compressed air to blow out the printhead. This can cause delamination of the printhead.
    Figure : Printhead drying with the nozzles up
    Image: Printhead drying with the nozzles up
  13. Lower the printhead into the carriage, and then carefully lower the latch handle.
     NOTE:
    Make sure that the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Install the new printhead
    Image: Install the new printhead
    Figure : Lower the latch handle
    Image: Lower the latch handle
  14. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge.
  15. Press down on the ink cartridge until it clicks firmly into place.
    Figure : Press the ink cartridge into place
    Image: Press the ink cartridge into place.
  16. Repeat these steps for each ink cartridges.
 NOTE:
If you encounter the 'Printhead Problem' error message, turn the printer off and back on again.
The automated printhead cleaning tool must run after manually cleaning the printhead.
 
 
From the control panel, use the automated tool to clean the printhead again after manually cleaning the printhead.
  1. Load letter, A4, or legal size, unused, plain, white paper into the main input tray.
  2. On the printer control panel, press the Setup button ().
  3. Press the Right Arrow button () to select Tools, and then press OK.
  4. Press the Right Arrow button () to select Clean Printhead, and then press OK. The printer cleans the printhead.
  5. Press the Back button () to return to the main screen.

Source

 

Please let me know the result of your troubleshooting by responding to this post.  If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below and clicking to accept this solution.

 

Thank you for posting in the HP Support Forum and have a great day! :robothappy:

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

View solution in original post

Was this reply helpful? Yes No
4 REPLIES 4
E-roq
Retired
Retired
2,245 1,992 146 283
Message 2 of 5
Flag Post
HP Recommended

Hey @janh1058

 

Welcome to the HP Support Forum.  I hope you enjoy your experience here.

 

I understand your HP Officejet Pro 8500A e-All-in-One Printer is no longer printing.  I'd like to work with you on this. I have some suggestions that might restore your printing capabilities.

 

It could be that the extended period of inactivity of dormancy has dried out the printhead, although you did the right thing by leaving cartridges installed in the printer.  I recommend you try the following basic troubleshooting steps before launching into a more intensive manual printhead cleaning: 

 

  • Click here and clean the printheads automatically via the printer's front panel as directed in Solution Two. 
  • Repeat up to three times if you're still seeing print quality issues. 
  • Remove and reinsert the cartridges one more time with the printer powered on to force the printer to print another allignment page.
  • Did this improve the print quality? 

If you're still running into the same issue, I do have some more advanced troubleshooting tips: 

 

In general, if your printer is within warranty, so is the printhead. Additionally, if HP has replaced your printhead or if you have purchased a replacement, the replacement printhead is covered under warranty for 90 days, regardless of printer warranty. If you are not sure if your printhead is under warranty, see HP’s Warranty Check Tool.
  • If the printhead is in warranty, contact HP to see if the printer's condition warrants a replacement printhead based on the terms of your product’s warranty. Do not continue with these steps if your printhead is in warranty. Skip to the step to service the printer.
  • If the printhead is out of warranty, follow the remaining steps to manually clean the printhead.
 
Gather the following items:
  • A clean disposable container capable of holding enough water to submerge the printhead
  • Two clean lint free cloths such as coffee filters
  • Filtered or distilled water (tap or mineral water may contain contaminants that could damage the printhead)
  • A pan and stove or other means of heating water
  • Disposable gloves
  • Paper towels
When manually cleaning the printhead, the printhead nozzles are soaked in very warm water for no longer than ten minutes. Use these steps only as a last resort and if the printhead would be disposed of otherwise.
 CAUTION:
Manually cleaning the printhead should only be performed if the printhead is no longer under warranty.
  1. Set the pan on the stove, and then fill the pan with filtered or distilled water.
     CAUTION:
    Do not use alcohol or other solvents. This may damage the printhead, causing the printhead layers to separate, requiring replacement of the printhead.
  2. Heat the water until the water is very warm to the touch, but do not boil the water.
  3. Stack the paper towels at the bottom of the disposable container until the stack is about 6.5 mm (1/4 inch) deep.
  4. Pour the warm water from the pan into the disposable container so that it is 5 cm (2 inches) deep and covering the paper towels.
  5. Put on disposable gloves to prevent ink from transferring to your skin or clothes.
  6. Press the tab on the front of the ink cartridges to release them, and then lift the ink cartridges out of the printhead.
     NOTE:
    Do not leave the ink cartridge outside the printer for longer than 30 minutes. The printhead and ink cartridges can be damaged by being exposed to air outside of the printer.
    Figure : Remove the ink cartridges
    Image: Removing the ink cartridges
  7. Set the ink cartridges upside down on a paper towel.
    Figure : Place the ink cartridges upside down
    Image: Place the ink cartridges upside down
  8. Lift the latch handle on the carriage until it stops, and then carefully lift up on the printhead to remove it from the printer.
    Figure : Remove the printhead
    Image: Remove the printhead
  9. Moisten one of the clean, lint-free cloths with some of the warm water and use it to clean the underside of the printhead. Repeatedly wipe the nozzle area gently until excess black or color ink does not transfer to the cloth. Do not press into the nozzle area as this can cause damage.
     CAUTION:
    Do not force water into the printhead, this can cause printhead delamination.
    Figure : Wipe the nozzles
    Image: Wipe the nozzles
  10. Place the printhead into the disposable container so that the bottom rests on the paper towels, and then let it soak for 10 minutes.
    Figure : Soak the printhead
    Image: Soak the printhead
    1. Paper towels
    2. Water level
  11. Remove the printhead, and then gently wipe the excess water with a dry lint free cloth.
     CAUTION:
    Do not use a hair dryer to dry off the printhead. This could cause the nozzles to dry out and clog.
  12. Let the printhead air-dry on a paper towel for 15 minutes with the nozzles facing up.
     CAUTION:
    Do not use compressed air to blow out the printhead. This can cause delamination of the printhead.
    Figure : Printhead drying with the nozzles up
    Image: Printhead drying with the nozzles up
  13. Lower the printhead into the carriage, and then carefully lower the latch handle.
     NOTE:
    Make sure that the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Install the new printhead
    Image: Install the new printhead
    Figure : Lower the latch handle
    Image: Lower the latch handle
  14. With the ink cartridge contacts facing the printhead, slide the ink cartridge into the correct slot. The color-coded icons on the ink cartridge and in the printhead indicate the correct slot.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge.
  15. Press down on the ink cartridge until it clicks firmly into place.
    Figure : Press the ink cartridge into place
    Image: Press the ink cartridge into place.
  16. Repeat these steps for each ink cartridges.
 NOTE:
If you encounter the 'Printhead Problem' error message, turn the printer off and back on again.
The automated printhead cleaning tool must run after manually cleaning the printhead.
 
 
From the control panel, use the automated tool to clean the printhead again after manually cleaning the printhead.
  1. Load letter, A4, or legal size, unused, plain, white paper into the main input tray.
  2. On the printer control panel, press the Setup button ().
  3. Press the Right Arrow button () to select Tools, and then press OK.
  4. Press the Right Arrow button () to select Clean Printhead, and then press OK. The printer cleans the printhead.
  5. Press the Back button () to return to the main screen.

Source

 

Please let me know the result of your troubleshooting by responding to this post.  If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below and clicking to accept this solution.

 

Thank you for posting in the HP Support Forum and have a great day! :robothappy:

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

View solution in original post

Was this reply helpful? Yes No
janh1058
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I am going to do this right away.  Thank you so much for the information.  I am sure it will create the needed solution.

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janh1058
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@E-roq, I am accepting this as the solution.  I hit the wrong button.... oops.   I am pretty sure it worked; however, my printer seems to be having an annoying problem with the carriage not picking up  the paper and also not completely spitting out the paper- I have to pull it out and it identifies it as a jam.  

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E-roq
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Hi @janh1058

 

I have located an article from HP that might help you clear out that jam status. Click here and work your way through the recommended solutions. 

 

Let me know how it works out. 

 

Have a good one, 

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

Was this reply helpful? Yes No
ArchivedThis topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
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