OfficeJetPro9710-HP instant ink and reg ink 952 will not insert all the way

[Robertpaul13400]

I have had an Officejet 8710 Pro all in one printer trouble free for years using HP 952 ink --not the cheap ink-the HP ink. . I just registered with Instant Ink and when the 1st shipment arrived I inserted the cartridges and found the Yellow was 3/4 empty. I called and asked for a replacement and when trying to print,  the message asked me to check the cartridges to see they were seated correctly. I took them all out and now cannot insert all 4 of them all the way in, including my 4 original non instant ink HP cartridges. They go in about 2/3 and then get stuck. I unplugged  my printer for 1 minutes to no effect and made sure that webservices were connected (they are) and that the firmware and all software are up to date (it is). What can I do to fix this issue. There is no paper jam and each of  the cartridges seem to get stuck when they are about 2/3 in.

[Garp_senchau]

@Robertpaul13400, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

In the OfficeJet 8710, each ink slot has a spring-loaded mechanism.

If you removed a cartridge while the printer was off or jammed one in mid-cycle, the cartridge latches may have locked.

Power off the printer.

Open the ink access door and gently press each latch (where the top of the cartridge would normally lock in).

They should flex slightly. If any feel stuck, carefully try to realign or nudge them forward using the blunt end of a pen or similar non-sharp tool.

Then, try inserting the cartridges again with firm, even pressure until they click.

Test With One Cartridge at a Time

Instead of inserting all four cartridges at once, try:

Insert Black cartridge only, power on printer.

If accepted, insert Cyan next. Continue in sequence.

This helps detect if one defective cartridge or slot is causing the blockage.

Try Your Original Cartridges Again

If the Instant Ink cartridges aren’t seating, go back to your non-Instant Ink HP 952s.

If even those won’t go in, it confirms a mechanical jam in the slot — not a cartridge issue.

Hard Reset the Printer

Unplug the printer with the cartridges removed.

Hold the Power button for 30 seconds to drain residual charge.

Plug it back in, let it sit idle for 2 minutes, then try reinserting the cartridges.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[Robertpaul13400]

I managed to insert all the cartridges and the message on my screen was "There is a problem with the supply system..." It seems the YELLOW cartridge is the issue. HP sent me a new one and the same thing occurred. This morning I received 4 new Instant Ink cartridges from HP (i have no idea why they sent them) and the same message occurred. I did all the steps suggested. I have ordered a new cartridge  carriage and perhaps that is the issue. If the same result happens I will purchase a new printer and NOT use Instant Ink--This may be illogical but It seems that when the HP instant ink software was installed that is when all my problems started. I have never had any issues with this printer or replacement ink since we bought this HP Officejet Pro 8710 years ago.

[Robertpaul13400]

I received the new printer carriage head last night. I removed the old one and inserted the new one  and inserted the 4 cartridges. The message was 'printer head inserted incorrectly" (or something like that). I removed it and inserted it correctly with same results. I went back to the original carriage and all was OK except same message re YELLOW cartridge  again:" There is a problem with the supply system..etc etc".

I unplugged the printer--waited--then plugged back in--same results. Perhaps I should remove the Instant Ink software (if that is possible" ). ?????

Please advise.

thank you'RPS

[Garp_senchau]

Hey @Robertpaul13400,

thank you for your response

It sounds like you've been through a lot already, so I’ll try to break this down systematically to help you get this resolved.

The yellow cartridge issue might not necessarily be about the cartridge itself but could be a software/communication issue related to Instant Ink, or the printer’s firmware might not be correctly handling the Instant Ink cartridges.

Printer Reset:

After removing the software, unplug the printer and wait for 5 minutes.

Power it back on and try printing again to see if the issue with the yellow cartridge clears up.

Reinstall the Carriage

Since you've already tried a new carriage and the same error persists, it's important to make sure the new carriage is fully seated and not obstructed. Even a small misalignment can cause problems.

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Robertpaul13400 · Accepted solution]

Thanks for your input, I more or less did all those steps with no results but I also spoke to an HP support person yesterday who basically told me that our printer (purchased Aug 2017) was (1)no longer supported--(2)that parts are difficult to find--and (3) that given the cost of an outside technician we would be best to buy a new printer. Rather than waste any more time with Instant Ink--carriages and cartridges for this HP Officejet Pro 8710--and noting the price of a new colour inkjet was reasonable--we purchased a new printer which will be delivered today. An HP OFFICEJET 9035e model. Hopefully ii will work and perhaps  last for more than 8 years (although that may be asking too much). We have not yet decided whether to use the HP Instant Ink program. Thanks for your suggestions.

best

RPS