Printhead: Missing, Failed or Incompatible 0xc19a0023

[barrywebb]

This printer is just over 12 months old and has printed 1630 pages. I'm now getteing error 0xc19a0023 which indicates missing or failed. I can confirm it's not missing. So failure is the most likely. I do have to say that a printer with just 1630 pages on the clock  to fail is very disssapointing.

I been through the usual troubleshooting of reseating the print head, power cycling the printer etc. but no joy. I updated the firmware to the latest version.

Does anyone have any suggestions?

Thanks

Barry

[Jeet_singh]

Hi @barrywebb,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I came across your post and wanted to assist you. I understand you are getting an error "0x" message on your HP OfficeJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I"ll need a few more details:

Have you recently made any changes on the printer before the issue started?

Did you try to clean the cartridge contacts as well as the rollers?

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update from our HP support website, using this link: http://ftp.hp.com/pub/softlib/software13/printers/ojp8610/OJP8610_R1733A.exe

If the issue still persists, I would suggest you follow all the steps suggested in the support document for - HP Officejet 8600 Printers - 'Ink System Failure' Error

If nothing works, I would suggest the next step would be to perform an advanced reset on the printer. 

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[barrywebb]

I had already follwowed the trouble shooting guides on the Web site but no luck.

I also received the instructions to Semi-Full Reset  and that didn't work either. Exactly the same error message.

Any other thoughts?

Thanks

Barry

[barrywebb]

I have discovered that resetting the printer as instructed as worsened my situation.

Upon rstarting te printer after the Semi-Full Reset, the printer follows the standard setup proceedure i.e. language, country, date and time. 

But here's the problem: Because the print head error condition still exists, I cannot continue with the setup while this error persists. I removed the ink cartridges then the whole print head assembly but neither allowed me to finalize the setup.

Before this Semi-Full Reset, although the printer didn't work, I was still able to use the scanner. Now the whole printer/scanner is effectrively non-functional.

Please advise so I can at least restore my scanning functiuonality.

Barry Webb  

[Jeet_singh]

Hi @barrywebb,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have tried to follow the steps suggested and still having the issue. I would personally suggest you can contact our HP phone support so that they can remotely take control of your PC and then help you check the settings.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[barrywebb]

I have no intension of allowing HP support to access my computer remotely to correct a problem that was, in large part, created by HP themselves. 

I have over 35 years of IT experience and I'm perfectly comfortable following any instructions that HP sends me to return my printer/scanner to the state before HP instructed  me to partially reset the device. If you can do it remotely, I can do it locally.

So please send the necessary instructions ASAP to enable me to reover my printer to its original state

Thank you

Barry Webb

[A4Apollo]

Hi! @barrywebb, I am the Mr.Robot. It looks like you were interacting with @Jeet_singh, but he is out of the office today, so I'll take over from here.

Thanks for writing back to us.

I appriciate your efforts for trying out the steps.

As you mentioned even after trying out the steps the issue still persists.

As a last resort, you can try reseating the printhead three times and check if it helps.

Refer this article to further troubleshoot printhead errors with your printer.

If the issue still persists after trying out the steps. It is a hardware issue with your printer.

Please contact HP support for service options.

Link to contact HP.

Have a great day ahead!

Take Care! 🙂

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!

[barrywebb]

I have come to the same conclusion that there is a hardware issue with the printhead

But of more pressing concern is the steps that HP support had me perform has rendered the scanner element of the device (which was perfectly function before) completly inoperable.

So let's move on from the fact trhat a printer with 1630 printed pages now has a defective printhead, and move on to to how HP is going to help me get my scanner capability back.

Please read my previous posts if you need to aquaint yourself with the previous support attempts and my responses to them. I do not intend to repeat myself unnecessarily.

Barry Webb

[A4Apollo]

@barrywebb,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 
You should be contacted within 4 business days (Excluding holidays & Weekends). 

Response times may vary by region. 
Please send a Private Message, if you aren’t contacted within 4-5 business days.

Regards

Mr.Robot

[barrywebb]

Thanks

I hope a get a brevity badge for this  one 🙂