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printer won't allow 'access door' to be opened for empty cartridge replacement

OficeJet Pro 8720
Mac OS X 10.9 Mavericks

Dear HP Community,

 

Please advise me on how to resolve the following printer 'system' problem.

 

< BACKGROUND >

 1. Bought this 'all-in-one' at Office Depot 400 days ago (August 2016).

 2. Used with both Mac (OS9) and PC (XP) computers, primarily for 'scanning'.

 3. Since new, has only printed about 100 B&W pages and 20 color pages.

 4. At power-up today (1st time in months), Error Message #1 appeared:

       "Cartridges Depleted  -  CMY  -  Depleted cartridges must be replaced

         to resume printing."

 5. So, followed "User Guide" steps for replacing depleted cartridges, with

      first two steps being: "Turn on printer" & "Open cartridge access door".

 

< PROBLEM >

 6. PRINTER WON'T ALLOW "ACCESS DOOR" TO BE OPENED!

      At each attempt, door can only be opened 1/4" (from its closed

      position) before printer: a) makes tuneful "Uh-Oh!" sound; b) restricts

      further door movement; & c) Error Message #2 appears:

       "Door Open: The cover or door must be closed to continue. Check that

         it is completely closed. NOTICE: To avoid damage to the cartridges,

         keep the door closed whenever possible."

 7. If 'video icon' option offered by the "Error Message #1" screen is

      selected, no video is shown and Error Message #1 again appears;

      if screen's other ("Hide") option is selected, printer's "main menu

      (copy, scan, photo, fax)" choices appear - but printer repeats its

      actions (described in "6." above) when any attempt is made to open

      the access door.

 

< RESOLUTION? >

 It is hoped that you experts might share with me a 'simple' & 'cost

 effective' solution to said problem - given that this is an "HP" (highest

 quality) product in 'like-new' condition (despite its OEM 1-yr product

 warranty having expired). It would be a great disappointment if the

 only solution is "Take it to your nearest authorized HP Service Center

 for "out-of-warranty" repair"!

 

Thank you for your kind consideration.

 

Sincerely,

My-oh-my

 

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printer won't allow 'access door' to be opened for empty cartridge replacement

@My-oh-my

 

Welcome to the HP Forums. I would be happy to help you with your HP OfficeJet Pro 8720 Printer. I understand that you are getting access door open error and you have already done some preliminary troubleshooting.     

 

Don't worry though as I have a few steps to determine the issue and find a solution as well.

 

Close the cartridge door completely.

Check the cartridge door for obstructions.

Reset the product.

  1. ress the Power button () to turn on the product.

  2. Disconnect the USB cable from the back of the product.

  3. Disconnect the power cord from the electrical outlet.

  4. Disconnect the power cord from the product.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the electrical outlet.

  7. Reconnect the power cord to the product.

  8. Press the Power button () to turn on the product.

Click here and refer the document for further assistance.

 

Let me know how it goes.

Cheers.

 

Sandytechy20
I am an HP Employee

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Dear HP Expert 'sandytechy20',


Thank you so much for sharing with me your 'simple' & 'cost effective'

"product reset" solution (that I had sought) to my "printer-locked

'access door' problem"!


Things looked bad at first, despite my having followed your 3 step

(10 task) instructions, when I once again tried (after many attempts

yesterday) to open the access door. Alas, the door still could only be

opened 1/4" before the printer repeated its "a), b), & c)" actions

(described in paragraph "6" of my original 'post') and restricted it

from further opening.


Doom & despair descended, for I had earlier visited your "Click here"

link and read that (should "product reset" fail to solve the problem)

the only other option was the dreaded "Step four: Service the product"

solution!


But then, at wits end, I exasperatingly spoke aloud to the product

and said "Oh my! Wait!!! HP Expert 'sandytechy20' said that 'you are

to release the door now'!!" And - with that - like a miracle - the printer

responded by quickly progressively loosening and withdrawing its

electro-mechanical grip, thus finally allowing the access door to be

fully opened and me to remove its empty ink cartridges.


While obviously overjoyed by the outcome, the experience has left me

with a less than "warm & fuzzy" feeling about this "HAL 9000"-like

product. Thank goodness that it obeyed your command - 'this time' . . .


Sincerely,

My-oh-my

 

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@My-oh-my

 

Thanks for the reply.

I appreciate your time and effort.

 

Good to know that issue is resolved.

Feel free to contact us in feature if you need any assistance.

 

Cheers.

 

Sandytechy20
I am an HP Employee

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I just tried to use this advice to solve the same problem (same error message, different model) and it did not work at all.

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@SGthoth

 

 Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue.
To be more helpful with your post, you can add key information if you desire:
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