Printer Failure There is a problem with the printer or ink system (no error code)

[Stevet157]

I get the message "Printer Failure There is a problem with the printer or ink system" (no error code). It had been working for a year or so, suddenly this message appeared.  We didn't move it, we did not connect to a new network or do anthing to it's wifi or connectivity.  And we did not replace cartridges.  It just did this all by itself, suddenly.   On startup, i get the normal control panel for less than 2 seconds then this message appears.  I CANNOT get back to the control panel to do anything, because all I get is this message.  If I click on the ? next to the screen, it tells me to (1)unplug and restart the printer.  (2) contact HP support.  So I cannot see any displays, and I cannot print a test message from the printer, and I cannot update the firmware, because I'm locked out.

1.When I turn it off, unplug, replug, the printhead moves fine, I hear it as normal.  But all the while the error message is displayed.  If I unplug it without turning it off, and plug back in, the same.

2. I tried HP Scan and Print Doctor, and it can see the printer, but says "your printer seems to have a serious issue.  I cannot print either an external or internal test page.

3. I removed each cartridge, and they all look fine, no leaking.

4. I removed the printhead, it looked fine (there was a LOT of black ink on the contacts, but the black cartridge did not appear to be leaking when I examined it).  I replaced the printhead, and it did the same.  I then reseated the print head twice more, and it did not help.

Steve

[Betty0610]

@Stevet157

Welcome to the HP Support Community.

Try updating the Printer firmware: https://support.hp.com/in-en/document/c02919168

Also, try connecting the Printer to a different wall outlet directly.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/in-en/product/hp-officejet-pro-8610-e-all-in-one-printer-series/5367603/docum...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Stevet157]

Hi.  I am directly plugged in to the outlet and it's powering up fine. I have unplugged and re-plugged it several times over the last few days. 

I'm unable to do any of the other things you suggest because I do not have access to the printer control panel.  The error message comes up whenever the printer starts.  The control panel flashes for less than 1/2 second and then the error message is there and I don't have access to any printer functions. 

There is supposed to be a way to update the firmware from Smart Print but I could not find that option. The software finds the printer and says it's installed, but shows the error on the software too.  I tried "reset to factory defaults" but Smart Print just hangs and nothing happens.  But after that I now have a flashing blue light and "network connection error" so I can't connect to the printer at all. 

[Betty0610]

You could try upgrading the firmware from here: https://support.hp.com/in-en/document/c02919168

Let me know 🙂

[Stevet157]

After the last reset, now the printer is offline.  It appears online at the printer, as the blue light is steady.  But HP Smart shows it offline.  HP Print and Scan Doctor says it cannot communicate with the device.  The device shows up on both programs, so they are there on the network, but neither HP Smart nor HPPSCDR are able to communicate with it.  And still, at the printer, I cannot get to the control panel because the error message is onscreen and won't go away.

[Betty0610]

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[Stevet157]

I did as you asked, even though  i knew this would not work.  The problem is NOT in a computer or driver, it's in the printer.  The printer does not respond to anything.  I have repeatedly power cycled it, and unplugged and replugged.  Everytime I do this, The printer immediately displays "Printer Failure".

1. The printer is ON, the display screen DOES display a message, it's the PRINTER FAILURE message. I never have access to the printer control panel because  the message  never goes away.  

2. The printer does not respond to anything on the network.  The blue light is not on any more, that went out after a reset a few times back.

3. I have tried to access the printer with HP Smart ("printer is offline") and with HP Print and Scan Doctor ("Cannot communicate with the device").

4. I have tried all this on TWO different computers.  One that regularly accessed the printer for months, the other a BRAND NEW computer with a fresh install of the driver software.

5. Now I've tried to totally reinstall the printer drivers on the new computer, and it will not complete because it cannot communicate with the printer.

The printer has been in use about a year.  That's about what I've come to expect from these printers. 

[Betty0610 · Accepted solution]

I recommend you to contact the HP Support Team as this could be a hardware issue.

Link: https://support.hp.com/us-en/contact-hp?openCLC=true

Note:  Select the country accordingly to get the contact details for support.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Stevet157]

When I go to that link, it asks for the serial number, tells me it's out of warranty, and gives a link to come back here. But it's ok, I've seen enough.  You have been very helpful.  I wanted to go through every possible step to see if this was fixable, as a test case.  This is the 2nd all-in-one HP printer we've had fail recently.  So we are going to move all our offices and customers to another brand of printer, since this is an unacceptable failure rate (about 50% fail within 1 year). But wanted to give HP every chance to see if it was something fixable.  But it is not.

Again, thanks for your help.

Steve

[Jeet_singh]

@Stevet157,

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.