04-23-2020 07:28 AM
My printer. HP OfficeJet Pro 8715 All-in-One stopped printing and making copies. I don’t know if it is connected, but my wife and I were both trying to print to it at the same time when it stopped working. I can still do scans to a thumb drive. I can still print test pages when using the printer itself to send the test page. But I can’t send a test page from my computer. When I send a print from my computer the printer kicks on like it’s about to print, but the display just spins saying “printing”. It never goes through. I’ve tried unplugging and turning back on. I also tried resetting the printer to manufacturer settings. I’ve uninstalled the printer from my computer and reinstalled the drivers again. I’ve also made sure the printer has all the up to date software. It does the same thing when I try to make a copy. It kicks on like it will start to copy, but it never pulls the paper in the feeder and the screen just spins saying “copying”. My Mac is running OS X 10.15.4. My PC is running Windows 10 version 1909. Thank you for any suggestions.
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04-26-2020 07:08 AM
Welcome to the HP Support Community. I'd be happy to assist you with the printing/ copying issue.
Please try these steps -
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.
Update the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware
Try cleaning the paper pick rollers. Refer to this document for steps.
Hope this helps! Keep me posted.
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Have a great day!
I am an HP Employee
04-30-2020 08:38 AM
Unfortunately this didn't solve my issue. I tried purchasing new ink, but my printer currently says the cartridge is not installed correctly. I have tried installing it several times. I am going to try and get a new cartridge and see if that helps.
05-05-2020 07:59 AM
I downgraded my printer firmware to version 1848A and that solved my problem. A newer firmware update was causing my printer to reject the ink cartridges I was using. I'm not sure why it kicked in all of a sudden, but that solved my problem.
05-07-2020 03:26 PM
I got my ink from Cartridge World and I asked them if they had any suggestions. They gave me a printout with directions for how to downgrade the firmware. I went to https://ufile.io/tdl8zf8g and then selected the free download button. Then I selected the HP 8715 downgrade to 1848A file and ran the program to download the old firmware. I was a little nervous because the website was a bit sketchy looking. But my printer was basically a giant brick so i figured it was worth a shot. It solved my problem. Hope it helps you.
05-08-2020 04:20 PM
Thanks Neil334. I ended up ordering new HP cartridges since my Members Mark from Sam's (only ones available at the time) didn't end up working. And just got the color ones and it works again. I won't get third party again.
I would have tried your trick if I had to but I don't like sketchy websites. Always worried I might get a virus. from them...
Thanks and have a good weekend!