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‎09-13-2025 01:37 PM - last edited on ‎09-15-2025 08:04 AM by Retired

HP Recommended
Product: HP OfficeJet 8625

New ink cyan cartridge gave this error message.  There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP.

Tried 2 different new cartridges, XL and regular, same error. Older empty ink cartridge does not give error but won't function because it's empty.

Can't find firmware update for this printer or OS on HP.

HP doesn't recognize the printer model HP OfficeJet 8625 or 

Serial number: Removed

Help! Has HP made the printer obsolete?

Category:
4 REPLIES 4

‎09-13-2025 01:41 PM

HP Recommended

I have tried the reset by unplugging and powering off several times with no success. There is no obstruction inside the printer in the cartridge carrier path.

Was this reply helpful? Yes No

‎09-16-2025 08:19 AM

HP Recommended

Hi @Jennifer208,

 

Welcome to the HP Support Community!

 

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

 

I understand your HP OfficeJet 8625 is showing a printer failure error with new cyan cartridges:

"There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP."

Even after trying two new cartridges (XL and standard), the error persists. Let’s go through a few steps to troubleshoot this.

 

1. Power Cycle the Printer

Turn off the printer and unplug it from the wall outlet.

Wait 60 seconds, then plug it back in and turn it on.

Check if the error persists.

a

2. Reinstall the Problem Cartridge

Open the ink access door and remove the cyan cartridge.

Inspect the copper contacts and ensure there is protective tape removed.

Reinsert the cartridge firmly until it clicks into place.

 

3. Check for Obstructions or Debris

Even if it looks clear, inspect the carriage area and contacts for any dust, small pieces of paper, or dried ink.

Gently clean with a lint-free cloth if needed.

 

4. Test Other Cartridges

Try installing another known good cartridge if available (even if previously used in another printer).

If the printer still fails, the issue may be internal to the printer’s ink system or sensor.

 

5. Firmware / Driver Check

Visit HP Support Drivers → Enter your exact model and OS.

If no firmware is available for your OS, ensure HP Smart app is updated and print using the latest software.

 

6. Reset the Printer to Factory Defaults

From the printer control panel: Settings > Printer Maintenance > Restore Factory Defaults.

Reinstall cartridges after the reset.

I hope this helps.

 

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

 

Take care and have an amazing day ahead! 🚀

 

Best regards,

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No

‎09-16-2025 11:00 AM

HP Recommended

Very dissappointed this printer has failed.

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‎09-18-2025 02:07 PM

HP Recommended

Hi @Jennifer208,

 

We understand how important it is to have your device functioning properly, and we're here to assist you.​

 

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

 

You can locate the nearest HP service center using our Service Center Locator:​

 

🔗 HP Service Center Locator

 

If you need further assistance or have any questions, please don't hesitate to contact us.​

 

Best Regards,

I'm an HP Employee.


If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.


And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Was this reply helpful? Yes No
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