Officejet 8600 pro loops round rejecting "damaged" cartridges, can not get to home menu

[steve_jay]

Hoping someone recognises and can solve this. Officejet 8600e pro has worked well enough for a number of years, two of the cartridges ran dry at about the same time. Got a new (HP) pack and on inserting them it claimed that each of the cartridges were damaged. Deemed that just possible so bought another pack from a different retailer (aiming for a different batch), same messages. Took the caddy out and examined the cartridge and caddy contact points, all seemed ok. Searched for interweb help and tried several of the techniques. By going through the power cycle for each cartridge it will extinguish the "damaged cartridge" indicator for each one but on closing the cartridge access cover for the final time it goes in to the "preparing" mode and shuffles about for several minutes and then says that the new cartridges are damaged (both new sets of four). If I put one of the old cartridges in it will state that it has found an HP cartridge and that has previously been used in the printer, from which I surmise that the contacts on the caddy are good. I can not get to any useful menu screen, all I see are the damaged (or previously used) cartridge message and the "how to load a cartridge" video. If I put all the old cartridges in it will warn of empty cartridges but at the end of the "preparation" it just goes back to saying cartriges are damaged (all four). It was on a wireless connection. It will not work with USB (no computer noise on connect or disconnect) but it does get some kind of connection on rj45.    

I had hoped that the utility program would allow all the options that used to be available on the panel, including hard reset, but apparently not so (or at least I did not find them).

Any method of restoring the panel menu?

Can it be told via some other utility or hidden pushbutton to do a complete reset?

Any other tricks that you know of to clear the "damaged" indicators or force it through to another stage?

Thank you

[A_Gayathri]

Hi @steve_jay,

Welcome to The HP Support Community.  

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

I understand  you're dealing with a frustrating issue with your HP Officejet Pro 8600 Plus e-All-in-One Printer, where it repeatedly rejects new HP cartridges as "damaged." 

Here are some steps you can try to resolve this issue:

1. Hard Reset the Printer

A hard reset can often resolve cartridge recognition issues. Follow these steps to perform a hard reset:

1. Turn on the printer if it's not already on.
2. With the printer turned on, disconnect the power cord from the back of the printer.
3. Unplug the power cord from the wall outlet.
4. Wait for about 60 seconds.
5. Plug the power cord back into the wall outlet.
6. Reconnect the power cord to the printer.
7. Turn on the printer if it does not automatically turn on.

2. Perform a Semi-Full Reset

If a hard reset doesn't work, try a semi-full reset. This type of reset can restore the printer to its original factory settings, but it can also erase any saved settings (like wireless network settings), so be prepared to reconfigure your printer afterward.

1. Turn on the printer.
2. Disconnect the power cord from the back of the printer while it is still on.
3. Unplug the power cord from the wall outlet.
4. Press and hold the power button for 15 seconds.
5. Reconnect the power cord to the printer and then to the wall outlet.
6. Turn on the printer.

To access the semi-full reset menu:

• Touch the lower left corner of the display (near the back button) and then quickly press the "Cancel" button, or press the lower left corner repeatedly until a hidden menu appears.
• Navigate through the menu to find the Semi-Full Reset option and select it.

3. Clean Cartridge and Printer Contacts

Even though you've checked the contacts, it’s worth cleaning them again to ensure there's no residue or oxidation causing a poor connection:

1. Turn off the printer and unplug it from the power source.
2. Open the cartridge access door and remove all cartridges.
3. Use a lint-free cloth lightly moistened with distilled water or isopropyl alcohol to gently clean the electrical contacts on both the cartridges and the printhead carriage.
4. Let the contacts dry for about 10 minutes before reinstalling the cartridges.
5. Close the access door, plug in the printer, and turn it on again.

4. Check for Firmware Updates Update the firmware on an HP printer

Ensure your printer has the latest firmware installed, as some updates include bug fixes for cartridge recognition issues.

1. Go to the HP Customer Support website.
2. Enter your printer model and navigate to the Drivers & Software section.
3. Download and install any available firmware updates.

5. Try Different Cartridges

Although you've already tried new cartridges from different retailers, there's still a chance that both sets were from faulty batches. If possible, try using another set of cartridges or install them on another printer to verify they work properly.

6. Reset through the Embedded Web Server (EWS)

If your printer connects through Ethernet and has an IP address:

1. Access the printer’s EWS by typing its IP address into a web browser.
2. Look for a Reset Menu or Administrator Settings and see if there are any reset options available.

Refer to this document:  HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g User manual

I hope this helps. 

Take care and have a good day.

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

[A_Gayathri]

Hi @steve_jay,

Welcome to The HP Support Community.  

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

I understand  you're dealing with a frustrating issue with your HP Officejet Pro 8600 Plus e-All-in-One Printer, where it repeatedly rejects new HP cartridges as "damaged." 

Here are some steps you can try to resolve this issue:

1. Hard Reset the Printer

A hard reset can often resolve cartridge recognition issues. Follow these steps to perform a hard reset:

1. Turn on the printer if it's not already on.
2. With the printer turned on, disconnect the power cord from the back of the printer.
3. Unplug the power cord from the wall outlet.
4. Wait for about 60 seconds.
5. Plug the power cord back into the wall outlet.
6. Reconnect the power cord to the printer.
7. Turn on the printer if it does not automatically turn on.

2. Perform a Semi-Full Reset

If a hard reset doesn't work, try a semi-full reset. This type of reset can restore the printer to its original factory settings, but it can also erase any saved settings (like wireless network settings), so be prepared to reconfigure your printer afterward.

1. Turn on the printer.
2. Disconnect the power cord from the back of the printer while it is still on.
3. Unplug the power cord from the wall outlet.
4. Press and hold the power button for 15 seconds.
5. Reconnect the power cord to the printer and then to the wall outlet.
6. Turn on the printer.

To access the semi-full reset menu:

• Touch the lower left corner of the display (near the back button) and then quickly press the "Cancel" button, or press the lower left corner repeatedly until a hidden menu appears.
• Navigate through the menu to find the Semi-Full Reset option and select it.

3. Clean Cartridge and Printer Contacts

Even though you've checked the contacts, it’s worth cleaning them again to ensure there's no residue or oxidation causing a poor connection:

1. Turn off the printer and unplug it from the power source.
2. Open the cartridge access door and remove all cartridges.
3. Use a lint-free cloth lightly moistened with distilled water or isopropyl alcohol to gently clean the electrical contacts on both the cartridges and the printhead carriage.
4. Let the contacts dry for about 10 minutes before reinstalling the cartridges.
5. Close the access door, plug in the printer, and turn it on again.

4. Check for Firmware Updates Update the firmware on an HP printer

Ensure your printer has the latest firmware installed, as some updates include bug fixes for cartridge recognition issues.

1. Go to the HP Customer Support website.
2. Enter your printer model and navigate to the Drivers & Software section.
3. Download and install any available firmware updates.

5. Try Different Cartridges

Although you've already tried new cartridges from different retailers, there's still a chance that both sets were from faulty batches. If possible, try using another set of cartridges or install them on another printer to verify they work properly.

6. Reset through the Embedded Web Server (EWS)

If your printer connects through Ethernet and has an IP address:

1. Access the printer’s EWS by typing its IP address into a web browser.
2. Look for a Reset Menu or Administrator Settings and see if there are any reset options available.

Refer to this document:  HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g User manual

I hope this helps. 

Take care and have a good day.

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

[steve_jay]

Many thanks for the suggestion.

The full reset did restore the menu system , if I had come across the 15 second press I had forgotten that.

After which it complained about the cartridges again. Turning it off and starting up again after the weekend has produced a new message "there is a problem with the printer ink system" (believable) which then cuts out the menu.

If the printer has come to he end of its natural I would probably be in a better mood if I was not 300 out in wasted cartridges.

[A_Gayathri]

Hi @steve_jay,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your 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.

I hope this helps! Keep me posted for further assistance.

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!

[MissCla]

Hello, I replay below this thread because I encounter the exact same  issue. Tried everything mentionned above, nothing changes. 
please contact me because even through WhatsApp messages I couldn’t get it resolved…

thank you in advance for preventing me from buying a whole new set of cartridges unnecessarily