Office Jet Pro 8710 - Faulty Ink Level Indicators

[1121Gator]

I am a small business owner and have used the OffficeJet Pro 8710 for a year and a half with no previous issues. However, the printer has required all of the 4 ink cartridges to be replaced one by one starting with Black.

The printer prompted that the Black was low and needed to be replaced. I checked the capacity values both from the 'Supply Levels' window and on-line at HP both of which showed Black was empty and Cyan, Magenta, Yellow from 25% to 80% residual (available). I then replaced the Black cartridge. Once installed and the printer recycled, the printer display warned that the printer can't print because Yellow cartridge is empty. I checked the 'Supply Level' window on the computer and it read Yellow was at 40%. However, when I checked the 'Supply Level' on line at the HP hyperlink on the printer window, it indicated 0% for Yellow. I replaced Yellow and the printer recycled only to warn again that printer 'now' could not print because Magenta was at 0%. I again checked the 'Supply Level' window on the computer and it read Magenta at 80%. However, when I checked the 'Supply Level' on line at the HP hyperlink on the printer window, it indicated 0% for Magenta. I replaced Magenta and the same thing happened with Cyan though cyan was at 25%.

Ultimately, All of the colored cartridges were 25%-80% full except for Black yet the printer indicated it could not operate until all the colors were replaced. However, once all cartridges were replaced (the Black and three colors), the printer now indicated that all cartridges are empty and have to be replaced. Currently, all of the ink has been replaced with HP printer ink of which 3 of the cartridges were at a minimum of 25% capacity.

Other than now being down due to an inoperable printer, I am very frustrated that it is so difficult to reach live support  or a custom service representative. Using the HP virtual assistant is a circular nightmare that offered no value. My question is 1) if there is a means by which someone is able to speak with a live support representative. The numbers offered on line, Reddit, Quora, etc. all lead back to the same message which directs the user back to the HP online support community. 2) If HP does not offer live assistance, is there a means that a claims or service ticket can be submitted so that an HP rep can solve the printer lockup (Hopefully, live chat without the virtual assistant) and help mitigate the cost of the ink replacement or 3) Someone in this community could help troubleshoot a fix on the printer to make it operable again and direct me to an email I could use to communicate this with HP. Clerks at Staples and OfficeMax stores in Raleigh, NC were unable to locate an email by which someone is able to reach out to HP. I have explored the HP sites and web searches as well with no luck, hopefully it is right under my nose.

Thanks to anyone who can help me through this dilemma 

[Kumar0307]

@1121Gator, Welcome to the HP Support Community!

Apologies for the inconvenience caused. Let us try these steps to resolve this issue:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your MAC.

Click here to know different methods of updating printer firmware.

Check the ink levels on the printer screen. If the issue persists, this could be an issue with the printhead of the printer. Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

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Have a great day!