How to clear an error message

[RosK]

I have the error message 'THere is a problem with the printer or ink system...' I have been working through the support options but when you get to using the eprint icon to update the firmware I can find no way to clear the error message to access the eprint touch button - how do I clear the message in order to access other functions?

[Dvortex]

Hello, @RosK – Hope you are well 🙂
 

Thanks for reaching out to the HP Support Forums! I would be glad to be of your assistance 🙂

I see by your post that you are getting an “Ink system failure” message on your Officejet printer. I will certainly do my best to help you 🙂
 

This error is normally caused due to the print head assembly or the power unit related issues. You can try the following steps:

• Remove the cartridges from the printer.
• Also, remove the print head by lifting the latch on the print cartridge carrier.
• Now, with the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.
• Now try inserting the print head and the cartridges to check the issue resolution.

If the issue persists, then the issue could more likely be with the printer hardware. I would suggest contacting the HP phone support to get printer service or a possible upgrade. You can go to http://hp.care/2bkTGBQ and fill in your product details to get the tech support number.

Please let me know if this resolves the issue, or if you require further assistance.

Good luck 🙂

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[RosK]

That does not solve the question I asked. I have tried those already and wish to ensure my software is up to date. However the updated software will not load until I can clear the error message fromt he screen. How do I clear the message so I can get to the basic print menu?

[Dvortex]

Hello @RosK

Thanks for the reply!

Ideally, the power drain should have helped you clear the error message. Since the error message is still displayed, I am afraid that you cannot update the firmware from the printer control panel 😞

But, not to worry, you can try and update the printer firmware using the MAC. Go to http://hp.care/2kTS8mo and click on download to update the printer firmware. Please do check the installation instructions to make sure you are doing it the correct way.

Hope that helps! Let me know!

Cheers 🙂

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[RosK]

I resorted to that link earlier to do exactly that, but the update will not load until the fault message is cleared. It is a vicious circle.

[Dvortex]

Hello @RosK

Thanks for the reply!

I am afraid that's all I have got at the moment.

I would suggest contacting the HP phone support for further assistance. 

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help.

Have a great day!

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[RosK]

Yes, I've done that too and so far received no reply. Thank you for trying.

[Dvortex]

Hello, @RosK

Are you having trouble getting through to the HP support? If so, let me know your country of residence and I will try to find you the number.

Or if it is some other issue as well, let me know and I will do my best to get you the proper assistance.

Thanks, I look forward to hearing back from you.

Good luck 🙂

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