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Michelle
Michelle, Printer Expert
Category: Printers
Satisfied Customers: 5265
Experience:  B.Sc. Computer Science with Honors
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The printer will not print although the inks are full and there

Resolved Question:

The printer will not print although the inks are full and there is no indication that anything is wrong
I have just got a message to say that there is an ink failure problem and I must turn the printer off and then on
I have done this .There is still the same problem but no message
Submitted: 2 years ago.
Category: Printers
Expert:  Michelle replied 2 years ago.
Michelle :

Hi, My name is ***** ***** i will be assisting you

Michelle :

please let me know that are you getting an ink system failure message

Customer:

Yes I am getting an ink failure message

Michelle :

ok..do you see a red eye removal button on the printer panel

Customer:

I am just looking

Michelle :

ok

Customer:

Yes a red symbol comes up when I try to print

Michelle :

ok...now try the below sequence first

Michelle :

turn off printer..unplug power cord

Michelle :

now keep the ON button on printer pressed for 10 secs

Michelle :

wait for 2 mins

Customer:

OK have done this

Michelle :

plug in power cord and turn on printer and check

Michelle :

if it repeats the same error follow the below sequence

Michelle :

Follow the below steps on the front panel of the All-in-One printer:
Press and Hold the “Print Photos” & “Red Eye Removal” buttons. Release both buttons. Display should say “Enter Special Key Combo”
Press and release in sequence “Red Eye Removal”, “Print Photos”, “Red Eye Removal”

display says "enter special key combo"
Press and release in sequence “Red Eye Removal”, “Print Photos”, “Red Eye Removal”

Press and release the right arrow button until the display says “System Configuration Menu”.
Press and release the “OK” button.
Display should say “Hardware failure status”. If not there already, Arrow Key over to “Hardware failure status

Press and release the “OK” button
Display should say “Hardware failure status: Clear. Press OK to clear”.
Press and release the “OK” Button. Message changes to “Hardware failure status Cleared. Press Cancel to continue”.
Press and release the “CANCEL” button as many times as necessary, so that, either the “Welcome to Photosmart Express” screen appears, or, the “Ink System Failure” screen appears. PLEASE DO NOT TRY TO PRINT AT THIS STAGE.
Using the Power Button, turn the unit OFF and unplug the power cable from back of the printer and wall outlet.

Make sure that you perform steps from 2-9 and let me know the result.
It all went like the steps said and it is now powered down and unplugged.
Wait 30 seconds for the power to get discharged and then plug the power cable into the wall outlet first and then into the back of the printer
Turn the unit on. The printer may display message “USE POWER BUTTON TO SHUTDOWN THE PRINTER” followed by “PRESS OK TO CONTINUE”. Press OK.
If the printer has already initialized, then go to the next step. If not, the printer will start the “ONE TIME INK INITIALIZATION PROCESS”. Allow this process to complete and do not interrupt. Once the initialization process is complete, the printer will print out a Diagnostic Page.
To verify printer functionality print a SELF TEST PAGE.

Michelle :

let me know the status once done

Customer:

Ok -just waiting the 2 mins at the moment

Michelle :

ok

Customer:

Now plugging in and turning on and then will try the printer

Michelle :

ok

Customer:

There is a red cross as it tried to print

Customer:

Red cross now gone

Michelle :

try another print

Customer:

There is no red eye button in the panel

Customer:

We have now photo on the screen

Customer:

We tried to print agian and there is a red cross at the side as before

Michelle :

red eye button is a picture of an eye with a slash line on it

Customer:

whihc goes after printing

Michelle :

so did it give any errors

Customer:

We do not have a red eye-just a red cross

Customer:

which goes when the printing is finsihed

Customer:

No -in the past but not now

Michelle :

ok

Michelle :

now turn off printer

Michelle :

after a minute..turn on printer and try printing and let me know if it repeats the error or not

Customer:

ok -Printer is off

Customer:

Turning on the printer now and will try printing

Customer:

Red cross up again and printing very pale script-unreadable

Michelle :

ok..now this error ink system failure indicates a faulty printhead

Michelle :

how old is this printer

Customer:

3 years approx

Michelle :

ok..now the steps we tried were to reset the counter

Michelle :

but it seems that has not helped and the printhead actually needs to be replaced

Michelle :

you can buy one online

Customer:

how and where do I get this done?

Michelle :

you can order it online and once you get it replace it

Michelle :

the below link has the steps..though for a different model the procedure is the same

Michelle :

let me know if you have any questions

Customer:

I have now ordered the Printhead

Customer:

I will go through the replacement steps

Customer:

Thank you for your help

Michelle :

great..once you replace it, printer will be functioning back to normal

Customer:

Did you feel that the machine is worth replacing the part

Michelle :

yes ofcourse

Michelle :

photosmart series printers are best series

Michelle :

if the replacement would not have been cost effective i would have suggested you to opt in for a new printer

Customer:

I have had excellent service .
Will the credit come out of my account-£26

Michelle :

but its a part that can be easily replaced

Customer:

Thankyou-I will now submit the service rate

Michelle :

yes you need to rate my service by clicking on a smiley face below and clicking on submit

Michelle :

thanks for choosing just answer

Michelle :

you may click on a smiley below to rate

Customer:

Thank you and good bye

Michelle, Printer Expert
Category: Printers
Satisfied Customers: 5265
Experience: B.Sc. Computer Science with Honors
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