Cartridge incompatible

[Ashley240]

Hi there,

I own the HP OfficeJet Pro 8710 all-in-one printer.  I've use these ink cartridges in my printer recently (and yes they are HP cartridges).  However, I'm now getting an error message in relation to my K cartridge (black ink).  The message states:

"This printer is not designed to use continuous ink systems.  To resume printing, remove continuous ink system and install original HP (or compatible) cartridges."

I don't understand how I was  able to use this cartridge at an earlier time, but am unable to now.  I took the cartridge out and there is still ink in it.  It is the 952 cartridge, so it's supposed to be the correct one for this model printer.  And how do I know if I'm buying a 952 that's incompatible? I've purchased these cartridges before and have never had any issues.  Also, I've checked the settings under printer maintenance, and it states everything is up to date.

If you have any suggestions, that would be wonderful.

Thank you.

[Raj2111]

Hi @Ashley240 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, It sounds like you’ve already done a lot of troubleshooting steps for your HP OfficeJet Pro 9020, and it's great that you’ve tried updating the firmware, reinstalling drivers, and resetting the printer. Since the printer is going through the print queue but no pages are being printed, it suggests the issue could be related to a few specific areas.Here’s a list of additional troubleshooting steps you can take to resolve the problem:

1. Check the Print Settings

• Ensure the print job is not set to an incorrect paper size or type.
• In your printer settings, double-check that you're using the correct paper tray and media type.
• Make sure that "Print to file" or "Save as PDF" is not accidentally selected.

2. Check for Errors in the Printer Display or on HP Smart App

• Even though the printer may seem to print, sometimes there might be a hidden error or alert on the printer’s LCD display or within the HP Smart app that might be preventing the print job from completing.
• Look for any warnings such as paper jams, low ink, or maintenance requests that could be preventing the print job from finishing.

3. Perform a Printer Reset (Full Reset)

• Power cycle the printer: Turn off the printer, unplug it from the power source, and leave it unplugged for about 60 seconds. This can help reset any internal processes that may be stuck.
• After waiting, plug the printer back in and turn it on.
• This step can often resolve internal process issues that aren’t cleared by just restarting.

4. Check the Ink Cartridge Contacts

• Even though the ink cartridges are showing as half-full, there could be a communication issue between the cartridges and the printer.
• Turn off the printer, open the cartridge access door, and carefully remove the cartridges.
• Clean the contacts (both on the cartridge and in the printer) with a lint-free cloth and a little water if necessary, then reinstall the cartridges.

5. Check the Paper Feed and Tray

• Make sure the paper is loaded correctly in the paper tray.
• Reposition the paper: Remove the paper from the tray, adjust the paper guides, and reload the paper. This ensures the paper is feeding correctly.
• Ensure that there are no obstructions in the paper feed path.

6. Check for Print Spooler Issues

• The print spooler service might be experiencing issues that cause print jobs to get stuck.
• Open Services by typing "Services" in the Windows search bar and selecting "Services" from the list.
• Find Print Spooler, right-click on it, and select Restart.
• You can also try stopping and restarting the service manually from this menu.

7. Test a Different Document or Program

• If you're printing from a particular program, try printing a test page or a document from a different application (e.g., printing a Word document or a PDF).
• This can help you determine if the issue is related to the specific document or the print setup.

8. Run HP Print and Scan Doctor Again

• Since you mentioned that you’ve already run HP Print and Scan Doctor, try running it again and pay special attention to any specific issues it might report.
• Sometimes running the tool multiple times can help resolve issues that are not initially detected.

9. Uninstall the Printer, Clear the Print Queue, and Reinstall

• Go to Control Panel > Devices and Printers, find your HP printer, and right-click to remove/uninstall it.
• Clear any stuck print jobs in the print queue by right-clicking the printer in the "Devices and Printers" window and selecting See what's printing, then cancel all jobs.
• Reinstall the printer software (or reinstall it using HP Smart or the official HP website).

10. Test with Another Device

• If possible, try printing from another device (like a different laptop or mobile device). This will help you determine if the issue lies with your computer or the printer itself.

11. Check Printer Firmware Again

• You mentioned that you updated the firmware, but it’s worth checking again for any available updates.
• You can do this through the HP Smart app or by visiting HP’s official support page for your printer model.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111 · Accepted solution]

Hi @Ashley240 

Welcome to the HP support community.
 

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support