Error code: There is a problem with the printer or ink system

[aap2]

I installed a new HP black cartridge yet keeping getting same message

There is a problem with the printer or ink system. Turn printer off then on If problem persists contact HP

I have done this, even left it unpluged over night nothing works

[Pallipurath · Accepted solution]

Hi @aap2 

Welcome to the HP Support Community! We're happy to have you on board!  

  

There is a problem with the printer or ink system. Turn the printer off, then on” even after installing a new HP black cartridge and power-cycling the printer, the issue is usually related to ink supply, air in the ink system, or the printer not being level rather than the single cartridge itself. To help us get started on resolving your issue, could you please share the model name of your device? 

  

Need help finding your product number? We've got you covered! Check out this handy guide:   

https://support.hp.com/in-en/document/ish_2039298-1862169-16  

  

Meanwhile I would request you to please follow the below steps:

1. Power cycle.

• Turn the printer off.
• Unplug the power cable from the wall.
• Wait at least 60 seconds, then plug it back in and turn the printer on.
  If the error persists, continue.

2. Make sure the printer is level

• Face the ink supply door.
• Place a small round object (ball or marble) on top of the printer.
• Ideally the object does not roll: printer is level.
• From an ink standpoint, if it rolls to the back and to the left, the printer is probably level.
• If it rolls in any other direction, adjust the printer or stand until level.

3. Check supplies using the Embedded Web Server (if accessible)

If your printer is connected to the network:

• Open a web browser on your computer.
• Enter the printer’s IP address to access the Embedded Web Server (EWS).
• Check which ink supplies show an error.
• Remove any supplies that show an error:
• If they feel low or empty, replace them with new HP supplies.
• Reinsert the ones that do not feel low or empty.

4. If EWS is not accessible, reseat/replace all supplies

If you cannot open EWS, or the error continues:

• Remove all ink supplies/cartridges, not just the black.
• Check each:
• Replace any that feel low, empty, or damaged with new HP supplies.
• Reinsert them carefully and firmly.
• Turn the printer off and on again.

https://support.hp.com/id-en/document/ish_1740122-1449154-16 Follow the link for detailed steps.

 I hope this helps.

Best regards, 

[aap2]

Thanks, but no solution.  I can't even get into the web addess.  And I cannot return the black cartridge as I purchased the complete set months ago, and just change out the cartridges when they are depleated. The black was the last one to empty.

[Pallipurath]

Hi @aap2 

Thank you for responding.

I understand that you have already power cycled the printer multiple times and even left it unplugged overnight, but the issue still persists.

To help determine whether this is a cartridge-related issue or a printer hardware issue, could you please share the exact printer model? Also, let me know whether the printer starts up normally before displaying the error or if the error appears immediately during startup. This information will help identify the next appropriate troubleshooting steps.

Have a good day.

[aap2]

Thank you. The printer model is HP 8610,    SN:Edited. The printer starts off correctily, but then the error message displays.  This was a brand new black ink cartridge, and I always us HP.  I am using a Windows 11 laptop, first time error after inserting this new cartridge.

Thanks

[Pallipurath]

Hi @aap2 

Thank you for responding.

I understand that you have installed a brand-new HP genuine black cartridge, and I appreciate that you are using genuine HP supplies.

To assist you further, could you please share a clear picture of all the cartridges currently installed in the printer? Also, I would request you to check with an alternative black cartridge, I would request you to reinstall it temporarily and let me know whether the same error persists. This will help us determine whether the issue is related to the cartridge or the printer's ink system.

Have a good day.

[aap2]

Here is the image. I put in the black cartridge that was in there but said it was empty. I do not get the error message when this old cartridge is in, but I do get the message that the ink is depleated.

[Pallipurath]

Hi @aap2 

Thank you for sharing the pictures of the cartridges. I was able to review them; however, I would request you to please remove the cartridges from the printer and share clear pictures of each cartridge individually, ensuring that the warranty details/label printed on the cartridges are clearly visible. Please be informed that we will be able to ship another cartridge if its under warranty.

Additionally, please provide the information requested below, as it will help me investigate the issue further.

Full name: 

Email Id

contact :

Address:

Have a good day.

[Pallipurath]

Hi @aap2 

Thank you for respoding.

I would request you to kindly share the requested details with me via private message, as they contain confidential information and should not be posted publicly.

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

Have a good day.

[aap2]

The link you provided for private message tells me I do not have access to use it.