01-24-2018 03:54 PM
Upon installing a generic black ink cartridge I get a printer failure error message that will not allow me to access any of the functions on my printer. I put the old cartridge back in so I could update my software with the latest software and firmware.
I put the new generic cartridge back in and I am getting the same error message. I have tried two different generic cartridges.
01-25-2018 06:57 PM
Thanks for reaching out to the HP community. After reading your post I see that you need assistance regarding ink cartridge error with Generic ink cartridges. It will be a delight to assist you here.
Superb analysis and brilliant diagnosis of the issue before posting. Kudos to you on that score. 🙂
For better clarity and to assist you better I would require more information regarding this:
- Did you check if these cartridges are compatible with the printer?
For now, try these steps:
- As you’ve tried with the old cartridge and it is accepted by the printer to update the firmware and print, then the issue is with these generic cartridges that are not being accepted by the printer.
- I would request you to contact HP phone support to get the cartridge replaced and request you to use genuine HP cartridges.
HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP
- Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
- 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.
- Once completed click the 'Show Options' icon on the bottom right.
- 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.
They will be happy to assist you immediately.
If the unit is under warranty, the manufacturer’s warranty should take care of it for you.
Please perform all these steps patiently as it is critical to resolving the issue. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂
Let me know how it goes and you have a great day!
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care and have a blessed week ahead. 🙂
I am an HP Employee
08-25-2018 06:41 PM
Same issue with an HP8620. 3d party cartridges working fine for 4 months, then after the latest firmware update, the only thing displaying when I turn on the printer is "Printer Failure' with text of "There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP." Of course, it's now not under warranty, so a call isn't my best option.
Replacing the 3d party cartridges (the color cartridges; the black is an HP cartridge) with the emptry startup cartridges from when the printer was new, the error goes away and I regain full functionality (except, with empty cartridges, I can't print!!!)
The 3rd party cartridges are not the issue, it is the latest firmware. These cartridges were working fine prior to the firmaware update, with full printer functionality. The issue is with the firmware update - so please don't say the issue is with the non-HP cartridges. If the issue was truly with the 3d party cartridges, they would not have functioned perfectly for months prior to the firmware update.
Having printer issue for the last few weeks has not helped my business. I've has to pull out my old HP2800 to print (and under Win7 that printer won't duplex or recognize tray2 for print jobs - I had to pull out an old XP laptop for that functionality - but that's a whole 'nother issue.)
How do we roll back the latest firmware to the previous--and working--version?
12-22-2019 05:53 AM - edited 12-22-2019 05:55 AM
Is there already have an answer on this problem for using third party cartridges? Same problem here. If they wont fix. I will buy another brand of printer instead of new cartridges. Can't be true HP does this.