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'Missing or Failed Printhead' Displays for HP Photosmart 7520 e-All-in-One Printer Series

This document is for the HP Photosmart 7520 and 7525 e-All-in-One printers.

The message 'Missing or Failed Printhead' displays on the printer control panel. The printer does not print.

Solution one: Clean the printhead

Follow these steps in the order presented until you resolve the issue.

Step 1: Remove the cartridges and printhead

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

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

    Figure 1: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Remove all of the cartridges, and then place them on a piece of paper with the ink nozzles pointing up.

    CAUTION: Do not leave the cartridges outside of the printer longer than 30 minutes. This could result in damage to both the printer and the cartridges.

    To remove a cartridge, press the tab on the front of the cartridge and then pull it up to remove it from its slot.

    Figure 2: Remove each cartridge

    Image: Remove each cartridge.
  4. Lift the latch handle on the carriage until it stops.

    Figure 3: Lift the latch handle

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

    Figure 4: Remove the printhead

    Image: Remove the  printhead.

Step 2: 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.

Figure 5: The three areas on the printhead that need to be cleaned

Image: The three areas on the printhead that need to be cleaned.
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 contact area with your fingers

Image: Do not touch the contact area with your fingers.

Follow these steps to clean the printhead.

  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

    Image: Clean 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

    Image: Clean the edge 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

    Image: Clean 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

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

Step 3: Reinstall the printhead and cartridges

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

  2. Lower the printhead into the carriage.

    Figure 11: Reinstall the printhead

    Image: Reinstall the printhead.
  3. Carefully lower the latch handle.

    Figure 12: Lower the latch handle

    Image: Lower the latch handle.
    CAUTION: Leaving the latch handle raised can result in incorrectly seated cartridges. The latch must remain down to install the cartridges correctly.
  4. With the nozzle and contacts facing down, slide the cartridges into their slots. Press down on the cartridge until it clicks into place. Make sure that the colored icon on the cartridge label matches the colored icon on the carriage slot.

    Figure 13: Reinstall each cartridge

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

    Figure 14: Close the cartridge access door

    Image: Close the cartridge access door.

Solution two: 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.

Solution three: Replace the printhead

If you have completed all the previous steps and are still experiencing a problem, you can replace the printhead. Replacement printhead assemblies are available only from HP Support or authorized service providers. Contact HP for assistance to get a new 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.

These steps apply to the United States only.

If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Go to the HP Parts Store website (in English).

  2. Under Find your part(s), type CN642A in the Search by part number text box.

  3. Follow the on-screen instructions to order the printhead assembly.

These steps apply to all countries/regions except the United States.

If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges with the replacement printhead.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Go to the HP How to Buy website , and then click your country-language.

  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store.

  3. Under Find your part(s), type CN642A in the Search by part number text box. Follow the on-screen instructions to order the printhead assembly.

This information applies to Asia Pacific only.

If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges. If your printhead assembly is no longer under warranty, call the HP Customer Care Center for assistance.

Solution four: 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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