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‎06-28-2019 03:34 PM - edited ‎06-28-2019 04:27 PM

HP Recommended
Product: Officejet Pro Officejet 6960 printer
Operating System: Microsoft Windows 10 (64-bit)

I purchased the Officejet Pro Printer 6960 1 month ago and have a printhead error 0xc19a0013.  There has been minimal printing on the printer and HP recommended ink cartridges have been used.

I have tried all the recommended steps to clear the error from resetting the printer to cleaning the cartridges & also putting in new ones, but the error is still displayed.

Can anyone recommend other options or ways to fix this issue without having to call out for an HP engineer?   

4 people had the same question
1 REPLY 1

‎06-30-2019 06:14 PM

HP Recommended

@Sammy27 

Welcome to HP Forums Community!

In some cases, removing the ink cartridges and resetting the printer can clear the error message.

  1. Turn on the printer.

  2. Wait until the printer is idle and silent before you continue.

  3. Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.

  4. Remove the ink cartridges from the printer.

  5. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.

  6. Wait at least 60 seconds.

  7. Plug the power cord back into the wall outlet.

    NOTE: 

    HP recommends connecting the printer power cord directly to a wall outlet.

  8. Reconnect the power cord to the rear of the printer.

  9. Turn on the printer, if it does not automatically turn on.

    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

  10. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

  11. Reinsert the ink cartridges, and then close the ink cartridge access door.

  12. If you receive a prompt to print a calibration page, do so.

  13. If you disconnected the USB cable, reconnect it to the rear of the printer.

  14. Try to print.

     

If the issue persists, upgrade the printer firmware using the steps in this link: Click here

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

Riddle_Decipher
I am an HP Employee


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