HP Smart Tank 7602 stuck on Fill Cyan even though it’s full

[csatkamp]

I work IT for a school system and running into a HP Smart Tank 7602 stuck on Fill Cyan even though it’s full.  I’ve tried removing power cable for 60 seconds then powering back on.  The ink the teacher used to fill the tanks was Hipoo Sublimation Ink, not HP ink.  Yellow, magenta, and black are all detected as full by the printer, it’s just Cyan that is not being detected despite being full.  Any help greatly appreciated.

[sandytechy20]

@csatkamp

Welcome to the HP support community.

I understand that you are getting cartridge error, I am glad to assist you.

Perform a power reset , Reset the printer to recover from printer errors or failures.

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware to install the latest updates

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[csatkamp]

I did the steps for the reset like you suggested, still same error with printer asking to fill the Cyan ink.  Updated firmware, same issue.  Think the issue is the step to remove the orange plastic piece from the print head assembly.  The printhead is position at the far right of the inside of the printer so you cant pop it open to remove the orange plastic piece inside.  Tried factory resetting from IP address of printer but just says "printer is busy".  Tried removing power for 30 seconds then plugging back in and goes right back to "please fill Cyan".  

[sandytechy20]

@csatkamp 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers