How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Nathan Your Own Question

Nathan
Nathan, Engineer
Category: Printers
Satisfied Customers: 23562
Experience:  Computer networking/repair. 20+ years experience printer repair
59725966
Type Your Printers Question Here...
Nathan is online now

My HP Officejet 6500A plus printer has developed a fault.

Resolved Question:

My HP Officejet 6500A plus printer has developed a fault. The black ink cartridge is not working. I have changed two 2 new cartridges and the problem still persists. Please advise what I should do to resolve this problem? my email address is: *****@******.***
Submitted: 2 years ago.
Category: Printers
Expert:  Nathan replied 2 years ago.

Nathan :

Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.

Nathan :

Sorry to hear you’re having trouble. We’ll get started chatting here. I am also sending you an offer so you can reach me directly me by phone if preferred. Feel free to ignore it for now, it will be available to you at any time if you need to get more help after our chat.

Nathan :

When you say it has developed a fault, do you mean you get some type of error message, like "wrong cartridge type", "cartridge not recognized", etc? Or do you mean that it goes through the motions of printing/copying (at least in black mode) but outputs a blank page?

Nathan :

If the latter, these symptoms point to either a clogged/contaminated print head, or a faulty print head.


 


You can try going into the setup/maintenance menu on the machine and running the “clean print head” function, if it doesn’t work try it a second time. If it still doesn’t print anything, you’ll need to do a manual cleaning.

Nathan :

I have to caution you up front though that the manual cleaning process is messy and time consuming. It also has a low chance of success, if you see no improvement at all from the automated cleaning. It is most likely a hardware failure (bad head) which the cleaning can’t fix. Considering that this is a 3 year old printer, it is already at the end of its service life, so a hardware failure the most likely outcome. That said, it doesn’t hurt to try, if you wish. Let me know how the built in cleaning function works, and I’ll guide you through the manual steps next, or I can recommend replacement options if you prefer.

Customer:

Hi Nathan, that problem is that it goes through the motions of printing/copying (at least in black mode) but outputs a blank page.f the latter, these symptoms point to either a clogged/contaminated print head, or a faulty print head.

Customer:

Hello Nathan, it goes through the motions of printing/copying (at least in black mode) but outputs a blank page.


I cannot locate the setup/maintenance menu as you've suggested. Kindly advise where exactly is it?

Customer:

Hello Nathan, it goes through the motions of printing/copying (at least in black mode) but outputs a blank page.


I cannot locate the setup/maintenance menu as you've suggested. Kindly advise where exactly is it?


Nathan :

Hello, sorry I missed you earlier,

Nathan :

To clean the head, you'll go to the SETUP menu (icon appears as a gear and wrench/spanner)

Nathan :

arrow down to TOOLS

Nathan :

then Clean Printhead

Customer:

I cannot locate the SETUP menu as you've directed.

Nathan :

It should be there, can you tell me what you do see?

Nathan :

It should be to the upper right portion of the control panel/display


 

Customer:

Hi Nathan, to the upper right there is, backup and store, desktop gadgets, flash player, index options, colour management, device manager, folder options, internet options.

Nathan :

Are you on the printer?

Nathan :

This is done from the PRINTER control panel, the touch screen on the front of the printer itself, not on your computer.

Customer:

Thank you very much Nathan. We finally got there.

Nathan, Engineer
Category: Printers
Satisfied Customers: 23562
Experience: Computer networking/repair. 20+ years experience printer repair
Nathan and 2 other Printers Specialists are ready to help you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Engineer John C.

    Engineer John C.

    Computer Science Engineer

    Satisfied Customers:

    4895
    CompTIA A+ Certified and 10 years of experience repairing computers and printers.
< Previous | Next >
  • http://ww2.justanswer.co.uk/uploads/CO/ComputEngineer/2012-2-6_20858_20111114201751jalogoold.200x200.64x64.jpg Engineer John C.'s Avatar

    Engineer John C.

    Computer Science Engineer

    Satisfied Customers:

    4895
    CompTIA A+ Certified and 10 years of experience repairing computers and printers.
  • http://ww2.justanswer.co.uk/uploads/LO/LongTermTech/SMILE4LARGE500by500.64x64.GIF Russell H.'s Avatar

    Russell H.

    Printer and Office

    Satisfied Customers:

    1980
    11+ yrs experience, inkjets & lasers, from huge to portable
  • http://ww2.justanswer.co.uk/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Printer Technician

    Satisfied Customers:

    1838
    6+ years experience, Microsoft MCDST/CompTia A+ Certified
  • http://ww2.justanswer.co.uk/uploads/SH/Shefin/2012-6-6_17328_1.64x64.jpg Shefin's Avatar

    Shefin

    Printer and Office Equip. Specialist

    Satisfied Customers:

    1166
    Working as tech support specialist with a worldwide computer manufacturer.
  • http://ww2.justanswer.co.uk/uploads/PC/PCDrMiller/2012-9-19_33625_JasonMiller2012.64x64.jpg PCDrMiller's Avatar

    PCDrMiller

    Technician

    Satisfied Customers:

    699
    IT Specialist, Print Server Administrator, MFP expert
  • http://ww2.justanswer.co.uk/uploads/DI/dimmusacio/2012-1-26_194857_JA2.64x64.jpg Freddy M.'s Avatar

    Freddy M.

    Technician

    Satisfied Customers:

    413
    Years of experience
  • http://ww2.justanswer.co.uk/uploads/DM/DMacon7/2011-4-19_165749_DwightHeadshot3.64x64.jpg Printer Doctor's Avatar

    Printer Doctor

    Sr. Printer Technician

    Satisfied Customers:

    390
    10,000+ hrs direct troubleshoot, repair and rebuilding hp, Lexmark/Dell inkjet and laser printers