HP OfficeJet Pro 6978 Printhead Problem | Failed Printhead

TECH TIP: HP OfficeJet Pro 6978 Black Printing Problem | HP902 XL Cartridges: • Video
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For the HP OfficeJet Pro 6978 Printer (#HP6978), if you observe a #PRINTHEAD #PROBLEM ‘, ' #FAILED PRINTHEAD ’,' ' #PRINTER #FAILURE ’, or ' PRINTER #MISSING ‘' alert with a numerical #error #code displayed (i.e. 0x6100004a, xxx03), this type of printer failure or #software / #electrical problem could be caused by a printer #firmware glitch or hang, severely #clogged Printhead #nozzles or the #carriage assembly that holds the ink cartridges is hindered by an obstruction. Perform the following steps to resolve:
You should first check for #obstructions in the carriage path, by clearing any obstructions from the carriage area inside the printer.
1. With the printer on, disconnect the #power cord from the rear of the printer.
2. Open the door to access the carriage inside of the printer.
3. Look in the carriage path for debris such as crumpled paper or dislodged labels, and then remove any that you find.
Next, you will want to perform a hard power #reset on the #printer. With the printer turned ON, disconnect the power cord from the printer. Wait 60 seconds. Reconnect printer power and retest.
If the issue still cannot be resolved then you will need to #service the printer. It is suggested to manually clean the underside of the carriage assembly to confirm ink residue is not causing the issue.
Finally, the bottom of the #HP #OfficeJet PRINTHEAD could be #clogged with dried or built up ink #residue (common problem!). It is suggested to open the printer and remove all 4 cartridges from the carriage assembly. Obtain several paper towels and fold 3 or 4 times, dampen with water. Place the damp towel into the lower tray area next to the carriage assembly; gently push the towel down to get it as flush with bottom as possible. Gently move the PRINTHEAD back and forth over the paper towel; this action will help remove #residual or #dried ink from the #bottom #surfaces of the PRINTHEAD nozzle plates. You may need to repeat this procedure with a clean towel to ensure all ink residues have been removed.
Note: From the time you accessed and removed all the cartridges, you will only have approx. 5 minutes to perform the cleaning with damp towel procedure, otherwise the carriage assembly will automatically, and suddenly, return to the maintenance station. So perform this operation fast!
If the error message ‘ PRINTHEAD PROBLEM ’ or numerical printhead code is still observed on the printer, it is suggested you remove all four cartridges and power off the printer. Power on printer and reinstall all four cartridges to see if it clears. If the problem persists then the internal PRINTHEAD may be electrically damaged or at end of life. In the majority of cases complete printer replacement is usually required, since the PRINTHEAD is not a consumer replaceable part.
Supported Printers:
HP OfficeJet 6950 All-in-One Printer
HP OfficeJet 6951 All-in-One Printer (P4C86A)
HP OfficeJet 6954 All-in-One Printer (P4C81A)
HP OfficeJet 6958 All-in-One Printer
HP OfficeJet 6962 All-in-One Printer (T0G25A)
HP OfficeJet 6975 All-in-One Printer
HP OfficeJet 6979 All-in-One Printer
HP OfficeJet Pro 6958 All-in-One Printer
HP OfficeJet Pro 6960 All-in-One Printer
HP OfficeJet Pro 6961 All-in-One Printer
HP OfficeJet Pro 6963 All-in-One Printer
HP OfficeJet Pro 6964 All-in-One Printer
HP OfficeJet Pro 6966 All-in-One Printer
HP OfficeJet Pro 6968 All-in-One Printer (T0F28A)
HP OfficeJet Pro 6970 All-in-One Printer (T0F33A)
HP OfficeJet Pro 6971 All-in-One Printer
HP OfficeJet Pro 6974 All-in-One Printer
HP OfficeJet Pro 6975 All-in-One Printer (J7K36A)
HP OfficeJet Pro 6976 All-in-One Printer
HP OfficeJet Pro 6978 All-in-One Printer (T0F29A)
HP OfficeJet Pro 6979 All-in-One Printer
Supported HP 902 Series Ink Cartridges:
HP 902 Black ( #T6L98AN140 )
HP 902 Cyan (T6L86AN140)
HP 902 Magenta (T6L90AN140)
HP 902 Yellow (T6L94AN140)
HP 902XL Black ( #T6M14AN140 )
HP 902XL Cyan (T6M02AN140)
HP 902XL Magenta (T6M06AN140)
HP 902XL Yellow (T6M10AN140)
HP 906XL Black (T6M18AN140)
Supported HP 903 Cartridges:
T6M15AE, T6M03AE, T6M07AE, T6M11AE, T6M15AE, T6M03AE, T6M07AE, T6M11AE, T6M19AE
For additional ink cartridge or printer #service tips refer to my other #Uncle #Hulka #servicing tips & videos.

[@r6erik]

"Sixty percent of the time, it works.....every time!" Thanks for posting, dude!

[@JohnHulka-Uncle-Hulka]

You bet and you're welcome! ;) UH

[@Channel-mp4qv]

Worked! Thank you very much. Funny how on HP's troubleshooting page i couldn't find anything about this problem...

[@JohnHulka-Uncle-Hulka]

You're welcome! Very glad to hear you were able to recover your printer writing system. UH. :)

[@3sportdad]

Holy cow. It worked! I assumed it wouldn't, since these things never seem to, but your paper towel solution worked. You're a genius. THANK YOU!!!

[@JohnHulka-Uncle-Hulka]

Roger that...yup, works like a champ! :). UH

[@tumarbongrox6074]

How many times did you have to do the cleaning procedure with the paper towel? I did the process at least 7 times and I still have the printerhead error message. Did you clean until there absolutelt NO INK left on the paper towel?

[@3sportdad]

@@tumarbongrox6074 I think I only did it once. Sounds like you might need a new printer. These HP's haven't treated me too well, but I'm too cheap to buy anything else.

[@karendozier1663]

I'm having trouble with the print head. While fiddleing with it the cartridge was all the way to the right and two ink cartridges popped out and wont go back in. The whole assembly is all the way to the right. Thanks in advance for helping.

[@Miller3492]

besides my printer being a pain in the ass and having to remapp it.......your paper towel trick worked perfectly. thank you.

[@JohnHulka-Uncle-Hulka]

Very glad to hear this! :-). UH

[@karlschwab6437]

I tried these tips and they seem to work only for a short time. I have taken the print head out of the printer a couple of times for a good cleaning and then I and then it will print for a short time. I am wondering if buying a print head on Amazon might work, or would there be a firmware problem?

[@Gregoid]

Thank you! Thank you! Thank you! My printer is up and running again. Great video!

[@JohnHulka-Uncle-Hulka]

Ah, very great to hear this! ;). UH

[@bellamerci8423]

Thank you! This was really helpful!

[@JohnHulka-Uncle-Hulka]

You're so welcome and glad to hear you were able recover from the issue. Thx! UH. :)

[@debomil]

Worked like a charm! Thanks!

[@JohnHulka-Uncle-Hulka]

You're welcome and thank you! :-D

[@popx4]

What if one color isn’t printing, and I have zero error messages? I’ve run the head cleaning utility many times, and have had HP replace known defective cartridges in late fall of 2020. I’ve always used their Instant Ink membership. I don’t know what the defect was in the cartridges, but if debris clogged the heads from the top side, is there any way to deal with that? If defective cartridges ruined my print heads, I feel like they owe me a printer. Also, one tech had me remove the cartridge and power down the printer for 1 minute. That seemed to work for half a page, but didn’t work a second time.

[@JohnHulka-Uncle-Hulka]

@@popx4 Hello. If one color fails to print following repeated 'CLEAN' procedures at the printer then either 'some' air has been ingested into the internal PRINTHEAD due to a poor physical connection between the respective ink cartridge's port (i.e. where the ink comes out) and the interface into the PRINTHEAD's respective ink port interface. I suggest you perform the following 2 corrective actions to resolve: 1. Check the PRINTHEAD for broken or bent pins...see video: HP OfficeJet Pro 6978 Missing, Damaged or Defective Cartridge: kzbin.info/www/bejne/fZS5na2sgM5qlbM 2. Manually clean the bottom surfaces of the PRINTHEAD assembly (since the printhead is not removable for your printer model): 3. Using an eyedropper (or teaspoon), drip about 10-15 ml of distilled water (or regular tap if that's all that is available) into the respective color's ink port in the base of the PRINTHEAD (you'll need to remove all 4 cartridges and use a flashlight to see what you are doing here)....this will help establish 'ink flow' into the PRINTHEAD. Install cartridges and run another 'CLEAN' routine via the printer's control panel. Refer to my video on how to perform the actions in #2/#3 above: HP OfficeJet Pro 6978 Missing Colors or Black - Printhead Cleaning: kzbin.info/www/bejne/lWqchoCdrcidgNU Good luck! :-). UH

[@magdalenacherokee5486]

100% worked. Thank you.

[@JohnHulka-Uncle-Hulka]

Very glad - so glad this helped. :-D. UH

[@user-mw3of6mt6x]

great - thanks - worked !!

[@JohnHulka-Uncle-Hulka]

You're welcome! :). UH

[@allenluberger1511]

i am instant ink user. customer service sucks. i have put 3 dufferent sets on ink in. keep get code saying one or more inkjets wrong or missing. they are not. i cleaned print heads. did get ot going after messing around for hours. then notice blue showed low but printed. decided change it. this erroe all started over again. i like to shut off wifi to this printer. i think i go buy new injets and not be involved with instant ink. think they have control what i am trying. as said they suck. any helpbe appreciated, thanks

[@JohnHulka-Uncle-Hulka]

Hi Allen, Typically the 'wrong or missing' error is caused by a poor connection between one (1) of the cartridges and the internal PRINTHEAD electrical contact. However, if you are actively enrolled in the HP Instant Ink program you can only use 'Instant Ink' HP 902/903/904/905 labeled cartridges otherwise the printer will reject non Instant Ink program cartridges. Once you are unenrolled then you can use refilled, aftermarket, HP regular or even 'Instant Ink Ready' starter cartridges in the printer, but not 'Instant Ink' HP 902/903/904/905 labeled cartridges - those will need to be returned to HP or discarded. Withstanding, for 'wrong or missing' errors (under normal circumstances) you will need to verify plastic latch positioning and that there are no scratches on the cartridges smart chips. Refer to video on how to do this. HP902XL Ink Not Detected | Verify Restraining Latch: kzbin.info/www/bejne/nH_dfaqIrbyaopI Good luck! ;). UH

[@allenluberger1511]

@@JohnHulka-Uncle-Hulka tHANKS.. STARTING TO THINK OF DOING THAT. THANKS

[@JohnHulka-Uncle-Hulka]

@@allenluberger1511 Roger that... ;). UH

[@theresanewell2212]

2:56 printer head code : Oxc19a0015 What does this mean?

[@JohnHulka-Uncle-Hulka]

Internal PRINTHEAD electrical issue or poor electrical contact issue in most cases, but sometimes a firmware refresh can resolve the issues. Visit HP.com and download the latest printer firmware for your HP model. Good luck! UH

[@richardlafford1397]

What do you do if the printhead assembly appears latched to the right of the printer and won't move?

[@JohnHulka-Uncle-Hulka]

Hi Richard, first remove the paper tray and ensure you don't have too much paper installed; reinstall paper tray. If this does not work then perform a hard reset of the printer: 1. Power On printer. 2. Unplug power cord from wall. 3. Wait 30 secs. 4. Plug in and power on printer. If this does not work then you may be able to release the printhead via a small interlock switch (small square opening the size of a pen tip)...depress to release. I will need to check one of my 6900 series printers to confirm whether or not the 6978 includes this release feature. Good luck! UH

[@richardlafford1397]

@@JohnHulka-Uncle-Hulka I'll look for the opening.

[@richardlafford1397]

@@JohnHulka-Uncle-Hulka Performed the hard reset drill a couple times. Paper level not an issue and I can't find any opening on the bottom (paper tray removed) that is in the area of the print head carriage. Actually, part of the paper feed appears to cover that area. When the printer is powered on and you open the cartridge access area, the print carriage should move to the center to allow you to access the print cartridges. On this printer this does not happen and the print carriage cannot be moved (nested at the far right).

[@JohnHulka-Uncle-Hulka]

@@richardlafford1397 Hmmm, wondering if the service station wipers below are not disengaging. Have you tried turning your printer off, then open the lid and turn the printer on? If the cartridge moves, unplug the printer and try to move the cartridge manually to the left and back into the middle if you can.

[@richardlafford1397]

@@JohnHulka-Uncle-Hulka I think that is what is happening. Open the lid with printer on and the carriage doesn't move. Cannot move carriage with power off either.

[@JohnHulka-Uncle-Hulka]

TECH TIP: HP OfficeJet Pro 6978 Black Printing Problem | HP902 XL Cartridges: kzbin.info/www/bejne/Z2iymmCYmNdob7c