Problem with printer or ink system after new catridge install

[xyzyzzyx]

This is regarding an HP8620. I am a subscriber to the instant ink program. Almost a year ago (Sep 2021), I received a black cartridge from Instant Ink. The instructions said not to install it until a low ink warning appeared. Well, I used the printer sparingly for that year until recently the low ink warning finally appeared. I installed the cartridge and after a few minutes a warning appeared: "There is a problem with the printer or ink system.  Turn printer off, then on.  If problem persists, contact HP".

I tried all the methods listed in these community posts, included removing and cleaning the print head using the method from this HP video.

My best guess is that the new (1 year old) black cartridge is at fault. Here is a screenshot from the embedded web server page:

Notice, first of all the level of the black ink. If it's a brand new cartridge shouldn't it read as full?

Also, the red 'X' at the top tells me something is wrong.

I do not want to gamble $40 on a store bought black cartridge only to get the same errors, especially when I'm already subscribed to Instant Ink.

Do you think HP would send me another new black cartridge if I sent back the assumed 'defective' one at no charge?

Help please...

[Nal_NR]

Hi @xyzyzzyx,

Welcome to the HP Support Community.

I understand that you are facing issues with the ink system. Do not worry, I'd like to help. 

Since you mentioned that, this new cartridge was not used since the time it got delivered correct?

Let's try the following steps and see if that works.

1) Take out the cartridges. 

2) Unplug the power cord from the printer & wall. 

3) Wait for 30 seconds. 

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back > Insert the cartridges

If the issue persists, try the next steps below:

• Clean the ink cartridge and carriage electrical contacts
• Remove any debris or buildup from the contacts on the cartridges and in the carriage.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Remove the cartridge indicated in the error message from the carriage.
• Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.
• Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.
• Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.

CAUTION: 

Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.

Repeat these steps for the other cartridge if it was indicated in the error message.

Close the door or lid to the cartridge access area.

If the error persists, clean the cartridge and carriage contacts a second time.

You may also refer to this link here

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping.

[Nal_NR]

Hi @xyzyzzyx

Have you tried those steps yet? Do you still need assistance? Let me know if I can help. Have a great day 🙂 

Thanks!

[xyzyzzyx]

Yes, I have tried all of the above possible solutions, including removing the print head and cleaning it by HP recommendations.

When I opened up the box to install the cartridge, there was not even any protective tape covering anything. Almost as if it were a used cartridge. I'm still thinking a fresh new cartridge will do the trick.

Thanks for the reply...

[Nal_NR]

Hi @xyzyzzyx,

Thanks for your reply and appreciate you trying all the recommended steps.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required. In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

[Nal_NR]

Hi @xyzyzzyx

Thanks for sharing the details. I have shipped the black ink cartridge for you and it should reach you in 3-5 business days. 

I hope this helps.

[xyzyzzyx]

I received the new black cartridge. It remedied the "problem with printer or ink system" message and was able to connect to my router again. However I have a new error message that the new cartridge is faulty. Tried all the resetting still to no avail.

Here is the ink status from the embedded web server

[Nal_NR]

Hi @xyzyzzyx,

I am sending you a private message with the information. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely, Thank you.