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'The Following Printhead Appears to be Missing or Damaged' or 'The Following Printhead has a Problem' Displays for HP Officejet Pro 8500 All-in-One Printer Series

Issue

The message 'The following printheads are missing or damaged, replace the printhead' or ‘The Following Printhead(s) has a Problem’ displays on the product control panel.

‘Printhead Problem’ or ‘Printhead(s) Missing’ messages might also display on the computer.

Preventing printhead error messages

HP has released a firmware update for Windows that can help prevent some printhead error messages that are caused by improper installation. HP recommends that you install the new firmware now. For more information, visit Update HP Firmware .

Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

NOTE: If error messages also display on the computer, clear the error messages after each of the following steps. You might have to delete pending print jobs from the print queue on the computer to clear the error messages.

Solution one: Perform a power reset

Follow these steps to reset the product. Make sure that you connect the product directly to an electrical outlet and not to a surge protector or power strip.

  1. Press the Power button () to turn off the product.

    NOTE: The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.

  3. Disconnect the power cord from the electrical outlet.

  4. Wait 30 seconds.

  5. Reconnect the power cord to the electrical outlet.

  6. Reconnect the power cord to the rear of the product.

  7. Press the Power button () to turn on the product.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Clean the electrical contacts

Follow these steps to clean the electrical contacts on the printhead and inside the product.

CAUTION: Follow these steps carefully to avoid damaging the sensitive electrical components.

Step one: Clean the contacts on the printhead

Follow these steps to clean the contacts on the printhead.

NOTE: The ink nozzles on the printheads might clog if you expose them to air for more than a few minutes. The ink nozzles also might clog if you do not use the product for long periods of time.
  1. Make sure that the product is turned on.

  2. Open the top cover of the product.

  3. Press and hold the OK button for five seconds. The carriage moves to the left side of the product. Release the OK button.

    CAUTION: Proceed only if the carriage is on the left side of the product. If it is not, the printheads will be damaged when you install them. If the carriage does not move over, try turning the product off and on again
  4. Wait until the carriage is idle and silent.

  5. Unplug the product power cord from the electrical outlet.
    NOTE: Do not turn the product off by pressing the Power button (). This causes the carriage to move out of reach.
  6. Lift the printhead latch.

    Figure 1: Lift the printhead latch

    Illustration of lifting the printhead latch on the left side of the product.
  7. Lift the handle on the printhead that the error message indicates is missing or damaged, and then pull the printhead out of its slot.

    Figure 2: Lift the handle to remove the printhead

    Illustration of lifting the handle to remove the printhead.
  8. Use a dry, soft, lint-free cloth to remove any ink from the electrical contacts on the printhead.
    CAUTION: Wipe only the electrical contacts. Wiping the ink nozzles, located on the underside of the printhead, can damage the printhead. Do not touch the nozzles. Doing so permanently damages the ink nozzles, and the ink stains clothing.

    Figure 3: Electrical contacts and ink nozzles

    Illustration of ink nozzles on the underside of the printhead and electrical contacts on the front of the printhead.
    1 - Electrical contacts
    2 - Ink nozzles
  9. Wipe the electrical contacts with the swab until no ink residue remains.

  10. Wipe the electrical contacts with a fresh cloth to dry them and remove lint.

  11. After the electrical contacts on the printhead are clean and dry, place the printhead on a sheet of paper or a paper towel. Make sure that the ink nozzles face up and do not touch the paper.

Step two: Clean the contacts inside the product

Follow these steps to clean the contacts inside the product.

  1. Use a fresh, dry, soft, lint-free cloth to clean the electrical contacts inside the product.

    Figure 4: Clean the electrical contacts inside the product

    Illustration of reaching inside the product and cleaning the electrical contacts with a clean, dry cloth.
  2. Allow at least five minutes for the contacts to dry. Check the contacts for lint or debris, and then dry or clean the contacts again if needed.

Step three: Restart the product

Follow these steps to restart the product.

  1. Plug the product power cord into the electrical outlet.

  2. Press the Power button () to turn on the product. 'Printhead missing or damaged, replace the printhead' displays on the control panel.

  3. Insert the printhead into its color-coded slot. Press down firmly on the printhead to make sure that the electrical contacts touch.

  4. Pull the printhead latch all the way forward, and then press down to engage the latch.
    NOTE: You might have to press firmly to engage the latch.
  5. If the error message indicates that both printheads are missing or damaged, repeat the steps in this procedure to clean the other printhead.

  6. Close the top cover of the product. The product restarts and then prints an alignment page.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution three: Replace the printhead

  1. Make sure that the product is turned on.

  2. Open the top cover of the product.

  3. Press and hold the OK button for five seconds. The carriage moves to the left side of the product. Release the OK button.

    CAUTION: Proceed only if the carriage is on the left side of the product. If it is not, the printheads will be damaged when you install them. If the carriage does not move over, try turning the product off and on again
  4. Wait until the carriage is idle and silent.

  5. Lift the printhead latch.

    Figure 5: Lift the printhead latch

    Illustration of lifting the printhead latch on the left side of the product.
  6. Lift the handle on the printhead you are replacing, and then pull the printhead out of its slot.

    Figure 6: Lift the handle to remove the printhead

    Illustration of lifting the handle to remove the printhead.
  7. Shake the new printhead package five to six times.

    Figure 7: Shake the printhead package

    Illustration of shaking the package back and forth six times.
  8. Remove the new printhead from the package.

  9. Remove the protective caps from the printhead.

    Figure 8: Remove the protective caps

    Illustration of removing the two protective caps from underneath the printhead by pulling them away from the printhead.
  10. Insert the printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to make sure that the electrical contacts touch.

  11. Pull the printhead latch all the way forward, and then press down firmly to engage the latch.

    NOTE: You might have to press firmly to engage the latch.
  12. If the error message indicates that both printheads are missing or damaged, repeat the steps in this procedure to replace the other printhead.

  13. Close the top cover of the product. The product restarts and then prints an alignment page.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution four: Service the All-in-One

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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