Showing results for 
Search instead for 
Did you mean: 
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
New member
1 0 0 0
Message 1 of 2
Flag Post

How do i fix the "there's a problem with your printer or ink system?"

HP Recommended
macOS 10.15 Catalina

So, i just switched my ink cartridges and as soon as i close the printer's door, a message keeps appearing "there's a problem with the printer or the ink system. Please turn it off and on". And as soon as i do that , it just keeps appearing. I've tried takin put each one of cartridges but as soon as i put them altogether the same thing happens 😞 . My printer's HP Officejet Pro 8620.[Personal Information Removed]

HP Support Agent
HP Support Agent
11,729 11,700 881 991
Message 2 of 2
Flag Post
HP Recommended

Hi @Venom01,


I'd like to help!


Try the below suggestions-


Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Update the printer firmware

Updating the printer firmware might resolve printhead problems. Go to Updating or Upgrading Printer Firmware for more information.


 Check the carriage for a printhead latch

Look at the carriage to see if it has a latch. The carriage is the part inside the printer that holds the printhead and cartridges. If the carriage does not have a latch (fixed printhead), then the only option is to service the printer.

  1. Open the door to access the cartridges.

  2. Wait until the carriage stops moving before you continue.

  3. Look at the right side of the carriage to see if the carriage has a printhead latch (a handle that can be raised, which allows the printhead to be removed).

    • If your carriage has a printhead latch, continue to the next step.

    • If your carriage does not have a printhead latch (fixed printhead), skip to Service the printer. If the printhead is fixed, then there are no additional troubleshooting steps available.

Example of a carriage with a printhead latch

Example of a carriage without a printhead latch

Animations of carriage with a printhead latch

Carriage without a printhead latch

Reseat the printhead up to three times

You might need to reseat the printhead up to three times.

  1. With the printer turned on, unplug the power cord from the rear of the printer.

  2. Lift the carriage latch, slightly lift the printhead, lower the printhead back into the carriage, wiggle the printhead left and right, and then lower the carriage latch to lock the printhead into place.

    Animation showing how to reseat the printhead in the carriage

  3. Close the cartridge access door.

  4. Reconnect the power cord to the rear of the printer.

  5. Wait for the printer to start, and then look for the error.

    • If the error message persists, repeat the steps to reseat the printhead up to three times.

    • If the error no longer displays, you are done.

If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer


Hope this helps! Keep me posted. 


And, Welcome to the HP Support Community. 


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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation