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Lu8411
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Printer (printhead) issues only after I changed ink cartridge

OfficeJet Pro 8620

2 weeks ago I was alerted that I needed to replace my black ink cartridge.  I did.  Immediately after I did that, I started receiving error messages that printer head missing or failed printhead.  After reviewing help instructions on printer screen and temporarily removing print head, found accumulation of ink powder coming from cartridge.  Now after going thru self help on knowledge base for this issue, it is telling me that the print head needs replacing.  I am no longer under warranty.  I don't believe it is the printhead, I believe it has something to do with the replacement back in toner cartridge from instant ink.

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Printer (printhead) issues only after I changed ink cartridge

@Lu8411 Welcome to HP Forums Community! is this the article you've referred to, for steps to resolve the missing or failed printhead issue: Click here to confirm?

Here are a few things you may want to know about your HP Instant Ink account page before we get into the details of resolving your concern: Click here for FAQs.

  • Your HP Instant Ink account page contains the data on past deliveries and estimated shipments.  
  • It also helps you understand what state your cartridges are in based on HP's data,  
  • Any issues will be shown with its solution using a step by step approach, to make it easier for you!

Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".    

If the suggested information can't be found, You may respond to the private message I've sent out and I'll help you out, accordingly

 

Check next to your profile name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers: 

Click here for more details on how to access the private messages on HP Forums

 

We eagerly await your response,

Help us, help you.

And Take care.

Riddle_Decipher
I am an HP Employee

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Lu8411
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Printer (printhead) issues only after I changed ink cartridge

Hi.  I just wanted to update my inquiry.    There was no solution.....This printer is messed up.  I can't even get a replacement part to fix it.  It's only 3 years old.      I will be dumping this messed up printer at the next local electronics garbage day.  In the meantime there is a nice Epson that I will be picking up.   HP is garbage.  3 year old print, no one can assist me to fix it, no replacement parts, just garbage.  Buyer beware!!!

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Printer (printhead) issues only after I changed ink cartridge

@Lu8411 I understand your concern and as I mentioned earlier, I should be able to get you replacement cartridges once you confirm if that's the cartridge you've received from the Instant Ink Program, that said, you are free to get any printer you need, we are just here to help and help you we shall, I can set up an order to get you replacement cartridges and if that doesn't work, you can always talk to HP and get a replacement printer as well.

 

Let me know what you'd like to do.

Riddle_Decipher
I am an HP Employee

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Dudsmom
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Printer (printhead) issues only after I changed ink cartridge

I joined the [edit] after I was notified there was one for my printer 8620.  Prior to [edit]I had used a non HP cartridge Smart Ink 950xl, it worked for about 3 months then stopped working even though it still had plenty of ink in cartridge. I downloaded the new firmware from HP that was supposed to take care of this issue but it did not.  Printer says "Missing or Failed Printhead, the printhead appears to be missing, not detected, or incorrectly installed. Error Code: 0xc19a0003".  After 6 months of joining [edit] I FINALLY GET A REPLY LETTER from [edit] dated 7/26/19 and sent to my 2nd home in NV, which was then forwarded to my home in NY by USPS, of which I received it 8/19/19.  Letter was requesting type of ink cartridge used and where purchased, with a DEADLINE FOR A REPLY OF 8/15/19!  I was too late for the reply,[edit]

So, what is my recourse with HP?  Do I need a new printhead, and if so will HP cover its expense?

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Printer (printhead) issues only after I changed ink cartridge

@Dudsmom

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

I work on behalf of HP
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