HP8620 Cartridge Problem

[8620irritation]

Hi-

Printer: 8620

After replacing the cyan ink cartridge I received an error that one or more cartridges appeared to be damaged.  I tried another print cartridge, but received the same error message again, now the same error was showing up for another cartridge that wasn't replaced (yellow) and was previously working.  After some searching I found instructions to perform a system reset through the hidden menu and decided to try that.

However, after performing the system reset through that menu, while going through the set-up process after the reset I again ran into the same cartridge problem error, but now the ink carriage would no longer move when the printer door was opened.  I was able to remove the left panel of the printer to unlock the carriage and manually move it so I could take out the ink cartridges, but the error persists even if there are no cartridges installed in the carrier.  The printer appears to be locked on this error and cannot be reset following any of the steps I've found on these forums (unplug, power off/on, etc.).  Every time the printer turns on it gets to the same error screen, with the the same colors regardless of what is plugged into or not into the carriage.  My only options are to tap the question mark or watch an animation, but nothing I physically do to the printer changes the error.

How can I get past this screen?

[Irfan_06]

Hi @8620irritation,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand you're experiencing an issue with your printer that has an ink cartridge error.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[8620irritation]

I have tried power draining the printer, but it still returns to the cartridge problem screen upon starting up.

Firmware is the current version.

I have replaced cartridges, left all the cartridges removed, etc., but the same error screen with notes on the same two ink cartridges always returns.

I cannot reset to factory defaults - the screen is effectively locked to the error so I can't access any other screens (the only two actions available are the question mark and the animation).  When I access the printer via web browser/Ethernet and try to revert to factory defaults I get an error that the printer is busy.

[Irfan_06]

Hi @8620irritation,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support