My HP OfficeJet 6978 has error message on the screen "Printhead Problem" and will allow me to do any

[AlphaMale45]

My HP OfficeJet 6978 has an error message on the screen "Printhead Problem" and will not allow me to do any print jobs. I've attempted a soft reset multiple times with no change in the status. I've attempted a hard reset twice also with no change in its status. Please help!

[Sneha_01]

Hi @AlphaMale45,

Welcome to HP Support Community.

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

I see you need help with the printer. Please follow the steps mentioned below:

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Connect the power cord directly to a wall outlet and to the printer.
• Turn on the printer to complete the reset.

Clean or service the printhead

• If your printer has a removable printhead, you can manually clean it. Otherwise use the steps provided to replace the printhead or service the printer.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Look for a latch on the carriage.
• If there is no latch, the printhead is not replaceable. Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area. To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.
• If there is a latch, continue to the next step.
• Remove all of the cartridges from the carriage. Push in the tab on each cartridge, and then lift them out of the carriage.
• Do not leave the cartridges outside the printer longer than 30 minutes. Doing so can damage both the printer and the cartridges.
• Lift the latch on the carriage until it stops.
• Grasp the printhead by the sides to remove it from the carriage.
• Lightly dampen a lint free cloth with distilled or bottled water, and then wipe the electrical contacts from the bottom to the top until no ink appears on the cloth. Do not go past the edge between the electrical contacts and the ink nozzles.
• Do not touch the copper-colored contacts with your fingers, or let the contacts touch any surface.
• Using a clean area of the damp cloth, wipe any accumulated ink and debris from the edge between the ink nozzles and the electrical contacts.
• Using a clean area of the damp cloth, wipe the ramps on both sides of the ink nozzles. Wipe away from the nozzles only.
• Wipe each of the previous areas with a clean, dry, lint-free cloth.
• Using a clean area of the damp cloth, wipe the electrical contacts in the carriage from top to bottom until no ink appears on the cloth.
• Wipe the contacts with a clean, dry, lint-free cloth.
• Slide the printhead back into the carriage, and then lower the latch until it stops.
• Reinsert each cartridge into its color-coded slot, making sure each snaps into place and none are protruding.
• Close the door or lid to the cartridge access area.
• If the error no longer displays, the issue is resolved.
• If the error still displays, continue to the next step.
• Go to the HP Parts Store.
• Search for your printhead number.
• If your printer uses four ink cartridges, search for CN643A.
• If your printer uses five ink cartridges, search for CN642A.
• Follow the steps to order the printhead.
• If you have a defective printhead, it might be under warranty. Go to About Original HP Cartridges for HP limited warranty information.
• Install the replacement printhead. If the issue persists, service the printer.

Service the printer

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Rachel571 

HP Support

[AlphaMale45]

Thank you for the information. Your response was very thorough, however in my waiting for a solution, I went out and bought a new HP Office Jet 8010e. Thank you again for your response. Cheers!

[Irfan_06]

Hi @AlphaMale45,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your Printer that has a printhead error.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to further troubleshoot.

Please click “Accepted 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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support