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'Printhead Problem' or 'Printhead Appears to be Missing or Damaged' Displays for HP Photosmart Plus e-All-in-One (B210a, B210b, B210c, and B210e) Printers

This document is for the HP Photosmart Plus e-All-in-One printers.

The message 'Printhead problem' or 'Printhead appears to be missing or damaged' displays on the computer, and the printer does not print.

Step 1: Remove the cartridges, and then remove the printhead

  1. Press the Power button to turn on the printer, if it is not already turned on. Wait until the printer is idle and silent before you continue.

  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.

    Figure 1: Open the cartridge access door

    Image: Open the cartridge access door
  3. To release each cartridge, press the tab on the front of the cartridge, and then remove it from the slot.

    Figure 2: Remove the cartridge from the slot

    Image: Remove the cartridge from the slot
    CAUTION: Do not lift the latch next to the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing problems. The latch must remain down to install the cartridges correctly.
  4. Repeat these steps for each cartridge.

  5. Lift the latch handle on the carriage until it stops.

    Figure 3: Lift the latch handle

    Image: Lift the latch handle
  6. Lift the printhead to remove it from the carriage.

    Figure 4: Remove the printhead

    Image: Remove the printhead

Step 2: Clean the printhead

Use the following steps to clean the printhead. There are three areas on the printhead that need to be cleaned: the plastic ramps on both sides of the ink nozzles, the edge between the ink nozzles and the electrical contacts, and the electrical contacts. Follow these steps to clean the printhead.

Figure 5: Three areas to clean

Image: The three areas to clean on a printhead
1 - Plastic ramps on the sides of the nozzles
2 - Edge between nozzles and contacts
3 - Electrical contacts
CAUTION: Do not touch the ink nozzles. Do not touch the electrical contacts with your finger.

Figure 6: Do not touch the electrical contacts

Image: Do not touch the electrical contacts
  1. Gather the following cleaning materials:

    • Several clean, lint-free cloths or papers. Coffee filters and glass-cleaning cloths work well.

    • Distilled or bottled water. Do not use tap water. Tap water can contain contaminants that can damage the printhead.

  2. Lightly dampen a clean, lint-free cloth.

  3. Use the damp cloth to wipe the electrical contacts from the bottom to the top. Do not go past the edge between the electrical contacts and the ink nozzles. Repeat this motion until no ink appears on the cloth.

    Figure 7: Clean the electrical contacts

    illustration of cleaning the electrical contacts
  4. Use a fresh, lightly dampened, lint-free cloth to wipe any accumulated ink and debris from the edge between the ink nozzles and the electrical contacts.

    Figure 8: Clean the edge between the ink nozzles and the electrical contacts

    illustration of cleaning the edges between the ink nozzles and the electrical contacts
  5. Use a fresh, lightly dampened, lint-free cloth to wipe the plastic ramps on both sides of the ink nozzles. Wipe away from the nozzles only.

    Figure 9: Clean the ramps

    Illustration of cleaning the ramps
  6. Dry the previously cleaned areas with a clean, dry, lint-free cloth.

  7. Lightly dampen a fresh, clean, lint-free cloth with bottled or distilled water.

  8. Clean the electrical contacts inside the printer by wiping them from top to bottom. Repeat this motion until no ink appears on the cloth.

    Figure 10: Clean the electrical contacts inside the printer

    Cleaning the electrical contacts inside the printer
  9. Dry the area with a clean, dry, lint-free cloth.

Step 3: Reinstall the printhead

  1. Hold the printhead upright with the colored shape icons on the top.

  2. Lower the printhead into the carriage.

    Figure 11: Install the printhead

    Install the printhead
  3. Carefully lower the latch handle.

    Figure 12: Lower the latch handle

    Image: Lower the latch handle
    NOTE: Leaving the latch handle raised can result in incorrectly seated cartridges. The latch must remain down to install the cartridges correctly.
  4. Slide each cartridge into the correct slot until it clicks into place. Make sure that the colored shape icon on the cartridge label matches the colored shape icon on the carriage slot.

    Figure 13: Reinstall each cartridge

    Image: Reinstall the cartridges
  5. Close the cartridge door. The carriage returns to the right side of the printer.

    Figure 14: Close the cartridge access door

    Image: Close the cartridge access door

Step 4: Reset the printer

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

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

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

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step 5: Replace the printhead

If you have completed all of the troubleshooting steps and are still experiencing a problem, replace the printhead.

If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.

Step 6: Service the printer

If replacing the printhead did not work, you might need to service the printer.

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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