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HP Recommended
officejet pro 6978 all in one
Microsoft Windows 10 (64-bit)

Error message is "There is a problem with the printhead.  0xc190023"

Before this error message, printer had not been in use for a couple of days.  Installing new cartridges did not change anything.  Actions taken - 

  1. After removal and thorough cleaning failure persisted 
  2. Installed brand-new OEM printhead J7K33-80087
  3. Error message the same
  4. Connected wireless, downloaded and installed latest HP software
  5. Error message the same
  6. Installed and ran HP Print and Scan 5.4.2 - received result "Cartridge or Printhead Problem."

Talked to computer shop pro who said that time spent to fix this would cost more than the printer.  It would be a shame to junk this 3-year old $200+ machine.

Suggestions ? Help ? Many thanks if you have ideas how to fix this problem.  

Wolf

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi @wolf981,

  

If you have already performed the steps from the document Error Indicates Faulty Printhead and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

 

Hope this helps!

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

View solution in original post

3 REPLIES 3
HP Recommended

Hi @wolf981,

  

If you have already performed the steps from the document Error Indicates Faulty Printhead and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

 

Hope this helps!

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

HP Recommended

Thank you for the response.  After posting, I did extensive testing by adding and removing cartridges in case the error message did not identify an ink problem.  Result was that without cartridges, the error message was a plain Ox0.  Same for up to any TWO carts in the printhead.  Adding a third cart, resulted in the full printhead error message 0xc19a0023.  An interesting sidelight during printer boot:  if there were some carts missing from the printhead, the "cart missing..." error message flashed by and the printhead error message came on.  Also, the "hard reset" did not help the problem.  

HP Recommended

Seems like a hardware issue, please reach the phone support team

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