New Print Cartridge causes a missing or Failed Printhead error

[LHBRUN]

When I installed a new HP 564XL Black cartridge it worked for a day then began printing blank pages. I cleaned the printhead, replaced the new black cartridge then received an error of a Missing or Failed Printhead. I put back in the empty/used black cartridge and it worked fine (No error-just printed blank because it was out of ink). I returned the new cartridge to the store thinking it was faulty and tried another brand new HP564XL Black and again I got the error of a Missing or Failed Printhead. I tried a different empty/used cartridge and again no error, just printed blank because it was also out of ink. I next had to replace the Cyan cartridge. The printer recognized the new Cyan cartridge and printed with no errors (just no black ink because the used black ink cartridge was still in place.) I replace the empty/used black cartridge with the new one and again received a Missing or Failed Printhead error. The printer is up to date on all software. To sum it up, the printer doesn't have a Missing of Failed Printhead error with any previously used black ink cartidges in place but is having an issue with any new black cartridges.

[DavidSMP · Accepted solution]

@LHBRUN,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with printhead errors with some new black ink cartridges while the old ones are being accepted. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did you contact Hp phone support in this regard?

For now, try these steps:

• Perform a hard reset on the printer from this link: https://hp.care/2G9GgY3 and follow instructions from the section “Step 1: Reset the printer”
• Then update the printer’s firmware by following instructions from this link: https://hp.care/2rHKwDD

Now check for issue resolution. If it continues with the new cartridge, contact HP phone support for further assistance in this regard to get the black cartridge replaced. This should do the trick for you as long as the printer's hardware is not faulty.

HP Technical Support can be reached by clicking on the following link: https://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[LHBRUN]

Thanks DavidSMP! Doing the reset worked. Not sure if it will last (it is a 5 year old printer), but it's working for the moment.

[DavidSMP]

@LHBRUN,

Thanks for the update. Welcome back and it is great to hear from you. Your efforts and time are greatly appreciated. You've displayed amazing attitude, superb technical skills coupled with great persistence to resolve the issue. The combination of these qualities is most potent and enviable. kudos to you for that. 🙂

This is music to my ears that the issue got resolved by following steps from the hard reset. You are a valued HP customer and it has been an absolute privilege to share this platform with you and terrific to work with you. Now trust me I've done all I can to assist you by keeping your best interest in mind.

I honestly hope the product works great and stays healthy for a long time.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. Stay healthy and smile big 🙂

Cheers!