Hi, My name is ***** ***** i will be assisting you
Please let me know if you get any error code on printer
or does it show anything like ink system failure
Hi Michelle - The inicator panel reads "There is a problem with the printer or ink system. ---- If problem persists, contact HP."
thanks for letting me know
this error usually indicates a fault of the printhead
as you have already tried multiple steps, please cross check the steps i am listing below and try them in case you have not already tried them before
OK go ahead.
Please remove cartridges and printhead and turn off printer..unplug power cord...keep the ON button on printer pressed for 10 secs..wait for 2 mins....during this time use a cotton swab and little alcohol and clean the golden contacts of the cartridge and printhead
also clean the nozzles of the printhead with cotton swab ensuring they are not clogged
How do I remove the printhead?
let me give the link
watch this video
once you have tried the above steps, turn on printer and reinsert printhead and ink cartridge and let me know if error repeats or goes off
if error repeats try the below
on your computer...right click on printer icon..printer preferences..maintainence tab...click on deep clean to clean the printhead
once the printhead cleaning completes..try printing
if still error repeats then the possible fault is with the printhead and would need to be replaced
i am listing the link below for printhead available on ebay
you can check the prices and then accordingly decide whether you would like to get this one repaired or opt in for a new printer
i hope you understand that in case of a hardware fault\jams, i can only diagnose the faulty parts and suggest intermediate steps but cannot make a bad part work again
let me know if you have any questions
Thanks for choosing just answer
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Are you telling me thatv I need to buy a complete new printerhead and cartridges. If so - how do I get a refund of my cartridges? One of them is brand new today and the others are only partially used. The Black is a large one.
BTW I was watching the video on what to do when you went offline.
I am not offline if i go to another page it shows offline
OK - that's not clear from this end though.
i am sorry..its just that if we change windows the other person shows as offline or stepped out of chat
did you try the steps i gave
I have followed the video and removed the printhead. It then shows the loading of a completely new printhead with cartridges included. Hence my question asking if I need to buy a new printhead?
no...that video is for replacing a printhead... just shared that to show you the steps
if you reinsert the same printhead and complete the steps i gave and still the same error comes then the issue is with the printhead
that would need to be replaced
Ok. I will now go back through your instructions and see whether I can resolve the problem. This will take me some time. I assume you will still be there after I have done all that?
you are welcome
I have plugged in, switched on, inserted the printer head with ink cartridges still in and put down the lever that locks the printhead. My instruction panel is now saying "The print carraige cannot move ---- clear any paper jam or obstruction ---" but there is no paper jam or any visible obstruction !! I think it is something to do with the lever - but I had to lift this to get the printer head out, therefore I assume it must be put down when the printhead has been returned?
try removing the cartridges and then remove the print head and reseat it back and make sure the lever is in place correctly and the head is sitting fine.
I have no way of knowing whether the lever is correct except thjat it seems to be sitting properlyplease stay available as i have to stop with an eye migraine. sorry please be patient and i will get back to you asap[.
Please take your time.
having checked everything seems to be in place properly - but it still says the carraige can't move - so something is stopping it!
seems to be getting jammed
if you remove the head and slide the carriage to and fro does it move freely or stays stuck
It stays stuck - I cannot move it at all - and that's with the lever up.
seems that the carriage has jammed
please unplug power cord and then slide the carraige
if it moves...slide it a little
Now I have put the lever down I can slide the carraige - but it is not very easy to move.
is the printer off or on
turn it off and then try to slide it
If I turn it off the carriage goes to the other end behind the casing and Ican't access it.
Yes I can move it when turned off
ok..slide it 2-3 times
then insert the head and ink cartridge and then check
any errors you get
OK it moves. Should the lever be up or down?
It still says print carraige can't move - same as before !
and this error comes only after you install the printhead
It seems that way. The Printhead can be wobbles a bit from side to side - but I cannot see any other way of fitting it in. It seems to be in the right position.
ok..i will give you a link that has the steps to reseat the printhead with pictures
just click on it and scroll down to solution 3 option
if it looks the same as shown in pictures then most probably it could be a possible mechanical jam within the printer\
Thanks - it'll take a while -don't go away !!
yes i am right here
I've done step 5 and have "There is a problem with the printer or ink system. Turn printer off, then on. If problem persists contact HP. This is the message I originally had when the problem fikrst occurred this morning. I am now abolut to give up!!!
ok that means that the same ink system error has come back
So. I am assuming I need to buy a new printhead carraige. I think my best bet is to return this machine to the shop where I bought it and let them check whether or not I am still in warranty - and they can advise AND deal with it. We have not resloved this problem to my satisfaction, therefore I assume I will not need to pay the full £42. Please advise. I am. however grateful for your help and patience. Thank You.
Please understand that if the steps i gave would work if and only if there is not a part failure , the printer would have been up and running but since there is a hardware fault my support options get limited when it comes to repairing the printhead. Thanks for choosing just answer
So pls advise how much I am paying today.
if you wish to pay a partial amount let me know what amount you would like to pay
i will get the same processed
£20. I think you have spent a long time helping me and as the problem was not resolved, I am happy to pay half of the suggested fee. Will that be Ok with you?
ok..i will forward your request to the billing team and they will make a payment for half the amount
thanks for choosing just answer
Will I receive a receipt for this amount via email?
yes you would get an email about your subscription
OK Thanks. over and out!
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