Brand new printhead fails alignment test

[PhxBob]

Yes, I know my printer is out warranty and no longer supported, HOWEVER I had just replace the Magenta/Cyan printhead since the Cyan color would no longer print. All printing worked fine, just Cyan color printing. I ordered a new printhead, [personal information removed], and after installing the it the alignment test now fails after every print job. The printouts look fine, however I get an additional alignment page with only the top of page color bars then the printer errors out with printhead alignment failure everytime. Since it is after the 30 day return HP phone support would NOT replace the bad printhead saying the printer is out of warranty, not caring thta the printhead is the problem!

All I want is a replacement for the bad printhead I received and I am told the printer is out of life. The printer is not the problem, the new printhead is bad. I did all the support webpage suggested repairs and alignmet test, including cleaning the printhead contacts on the carrier and the printhead, nothing has worked.

The reason it took me longer than the 30 days for return to finally notice the failure is I had higher priority home projects on our new home to complete.

Any sugestions are highly appreciated on how to correct the printhead alignment issue are highly appreciated. The printer is my favorite and I would not like to have to trash it for this issue. I will not purcahse another printhead to replace a new defective one!

[content removed]

[The_Fossette]

@PhxBob,

Welcome to the HP Forums!

It is a great way to engage, post questions and find resolutions by working with specialists in the HP community.

I’d love to help!

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

While you respond to that, I recommend you follow the below steps and check whether the issue is resolved.

1. Load plain white paper into the tray.

2. Press the Power button to turn on the printer, if it is not already on.

3. On the control panel, touch the right arrow  to display the second navigation screen.

4. Touch Setup, and then touch Tools.

5. Touch Clean Printheads.

   The printer cleans the printheads.

6. Wait while the printer completes the printhead cleaning process, and then touch OK. You might have to clean the printheads more than once for the best print quality.

Try to print. If the issue persists, continue to the next step.

Print a Print Quality Diagnostics Page

Print a Print Quality Diagnostics Page to help you identify the problem printhead.

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 : Example of a Print Quality Diagnostics Page

   

Please refer to below article for more details.

https://support.hp.com/us-en/product/hp-officejet-pro-8500a-e-all-in-one-printer-series-a910/4083864...

Let me know how it goes and you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Take care.

Cheers!

[PhxBob]

I spoke with Joseph[edit] at the HP tech support phone number given me [edit] as a reply to my posting above. I thought I got the number here, but I now found I got on my Facebook messenger reply from HP. He was online controlling my PC working on the printer for for about 4.5 hours Wednesday, December 5th. He scanned my files and directories, removed and reinstalled the printer driver, had me remove and reinstall the printheads, manually reset the printer (hold power button over 10 sec on power up), remove and reinstall printheads again, I had cleaned the contacts earlier. No matter what he tried nothing worked. Before we disconnected he told me on the phone that he would call me on Friday, December 7th after doing research on my issue above.

When he called and we reconnected remote he attempted more of the same as last time, removed and reinstalled the printer entire software package, had me remove and reinstall the printheads again and nothing worked again. He finally stated there is no software or firmware issue and the problem must be the printhead.

Joseph did not give me a case number so when I called to try and get it the rep I spoke with said he could not find it and gave me an alternate number of [edit]. I have nothing further from the tech support reps.

My printer prints fine, except now it will not pass the printhead alignment tests and wastes a page of paper after every printout when it attempts the test again. My old printhead was replaced since the cyan color would no longer print, the ink cartridge is half full also.

I have run the Clean Printheads MANY times, but still the failed Printhead Alignment test printout showing only the top row of test slanted test bars with a vertical multi-color bar on the left side about 3/4" high, the entire printout is about 1 inch at the top of the page. The Print Quality Diagnostics Page did print fine, but I still got the failed printhead alignment failure on the display window.

It has been proven by HP tech support the new printhead must be faluty from all the work Joseph did on my system and printer so I would like to receive a replacement printhead.

Please send a replace Cyan/Magenta printhead (940) for my Officejet Pro 8500, a909a, serial numner [edit].

Thanks to HP tech support for all their time working on my issue.

[PhxBob]

To answer your questions above the cleaning printheads routine, the printer worked great prior to being powered off for our move 70 miles. When reconnected one the cyan color would not print, BUT the printhead cleaning and  alignment tests all worked perfectly. The Cyan ink cartridge showed half full but it would not print that color, all else worked great. I ordered the new 940 Cyan/Magenta printhead and installed it when I finished some repairs to our new home. That's when the printer would no longer pass the alignment test.

I had not made any hardware, software, or firmware changes to my PC or the printer prior to the replacing the orginal printhead.

Troubleshooting, definately as stated in my orginal posting. Also the reply to your posting above.

It has been confirmed by HP upper Tech support the new printhead IS BAD and I would like to receive a replacement immediatly, please!

If needed reference order number H325544817.

[The_Fossette]

@PhxBob,

It is great to have you back and your patience is greatly appreciated.

As we diagnosed and found it is a hardware issue with the product. I will share you few details through a private message about the service options dedicated to your product, please watch your inbox for more information.

Good day! Take care 🙂

Cheers!