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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎05-27-2017 07:50 PM

HP Recommended
Product: HP OfficeJet Pro 8720
Operating System: Microsoft Windows 7 (64-bit)

Hello, I have a new OfficeJet Pro 8720 that seems to be stuck on printer initialization.  I have powered down and up multiple times and reset the printer cartridges and printhead multiple times as instructed by the LCD screen, but nothing seems to get beyond this problem.  I see no "leaks" other than what looks like a fresh spot of ink on a cartridge near where the cartridge connects to the printhead assembly.  I have even updated the printer firmware to the latest R1716A May 2017 release.

 

Does anyone have any ideas on how to get past this initialization problem with a new printer?

 

Thank you.

JP81

5 REPLIES 5

‎05-28-2017 08:35 AM

HP Recommended

What is the messsage on the screen?  The initial initialization of the printer takes fifteen minutes or more and should be allowed to complete.  You will also need to have paper loaded in the printer, it prints an alignment page as part of the initialization.  

 

If the printer sits for more than half an hour, or an error is displayed during setup I would suggest you contact HP for warranty support.  From a post by Sunshyn2005, to contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:


Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
 
Case number and phone number appear.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


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‎05-28-2017 10:32 AM

HP Recommended

Thanks for responding.  The message on the screen states:  Remove Cartridges.  To prevent the printer from being damaged, remove the cartridges.  Reinstall the cartridges when the printer is in its final location.  I have removed and replaced the cartridges a dozen or more times already with no change.  I can't even get to the main menu.  

 

The next screen says "Use the cartridges that came with the printer" (I am) and shows a green arrow to install them.

 

When I reinstall the cartridges the process starts over.  I powered off the printer and updated the firmware, but that did not help either.

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‎05-28-2017 10:52 AM

HP Recommended

Update #2:  This appears to be the crux of the issue:  during initialization menu displays this message:

Print System Problem

Remove the cartridges and check for leaks.  If any cartridges are leaking, contact HP Support.

Notice: Do not use leaking cartridges,  Serious printer damage can result.

 

If the cartridges are not leaking, reinstall them.  After reinstalling, turn off the printer, and then turn it on again.

 

 

This is the loop portion of our program.  There are no leaks.  Removing and replacing cartridges and powering down and up appears to do nothing but restart the process over.

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‎05-28-2017 01:45 PM

HP Recommended

It appears you have a defective printer or setup cartridges.  Please contact HP Support for service at the link here: www.hp.com/contacthp/

 


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎05-29-2017 09:09 AM

HP Recommended

Thanks, Bob.  I will contact HP support as you recommend.

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