Printer supply system problem with HP OfficeJet Pro 8720

[WFREYVOGEL]

I have an HP OfficeJet Pro 8720.  I recently got an error message which said:  “There is a problem with the supply system.”  The error message shows the red and blue  cartridges, but at other times, it shows the yellow cartridge as well.  All of the cartridges are brand new HP cartridges ordered through Amazon.  I have tried all of the recommended fixes.  I updated my firmware.   I removed, inspected and cleaned the entire printhead.  I restored all factory settings.  I rebooted and restarted the printer in every way possible.  As noted above, I installed new HP ink cartridges in all applicable slots. Nothing works.  Any other suggestions would be most welcome.  I hate to throw away a perfectly good printer.  However, right now, the printer is completely locked down.  I cannot print, copy or scan.  I cannot align the printhead in settings.  I cannot clean the printhead in settings.  Many thanks for any advice.

[Elohi_NR]

Hi @WFREYVOGEL,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Excellent description and a great diagnosis. It is greatly appreciated.           

This looks like a hardware issue. 

If you have performed all the steps from this document and still having issues, the ink system might have failed and might need service/replacement. 

Keep me posted for further assistance.

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

[WFREYVOGEL]

Not sure how this could be a hardware problem.  I have replaced the printhead and installed all new HP cartridges.  I honestly believe that it is an HP firmware problem.  I also reinstalled the latest HP firmware.  There must be another way to solve this problem.  Please help.  Thanks. 

[Elohi_NR]

Hi @WFREYVOGEL ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

I would request you contact our HP phone Support who should be able to sort this out via remote assistance.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

[WFREYVOGEL]

Your HP support people provided no help whatsoever.  Absolutely none.  They repeatedly told me that my HP printer was out of warranty and that they could not provide me with any support.  I have been an HP customer for decades.  I currently own two (2) HP OfficeJet Pro 8720 printers and an HP Spectre laptop.  I also routinely purchase HP ink cartridges for the printers.  Right now, neither printer works.  The problem started out as an “ink supply problem”.  Following the advice that I received on the HP support community, I repeatedly rebooted the printers, restored factory defaults, reinstalled the latest HP firmware, installed new HP cartridges and did everything else that was recommended to me.  After reinstalling the HP firmware, I got a new set of error messages saying that the printer was “initializing”.  From that point forward, the printers simply locked up.  I could not print, scan, copy or even access the touchpad controls.  Essentially, the printers have become worthless to me.  When I explained this litany of problems to your support team, they simply told me that I should buy new HP printers.  Not very helpful.  To say the least.  In a competitive market place with lots of printer options, this “we can’t help you” approach is a sure fire way to lose customers.  A company of HP’s size, stature and reputation can do better.  Spend a little money on real customer support and stand behind your products.  Otherwise, your customers will take their business elsewhere.