Problem with printer or ink system message

[chasinsf]

HP Officejet Pro 8600 Premium e-All-in-One - N911n

I get the message "There is a problem with the printer or ink system.  Turn printer off, then on. If problem persists, contact HP".  This message prevents printing of anything.

Yes, I have unplugged printer, turned it back on. Removed cartridges and replaced them with NEW HP cartridges. Cleaned off the gold contacts.Not sure what else I can do.

I also get an Estimated Ink levels that show Cyan is low (It isn't because it is new.)

Note: This problem ALSO happens with my Officejet Pro 8620.

I think it may have something to do with a previous Cyan cartridge that was supposedly from HP but purchased from a 3rd party seller.

[VikramTheGreat]

Hi @chasinsf,

Welcome to the HP Support Community.
 

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

The error message you're seeing, "There is a problem with the printer or ink system", on both your HP OfficeJet Pro 8600 Premium (N911n) and OfficeJet Pro 8620 suggests a deeper issue, possibly related to:

• Ink system failure
• Printhead malfunction
• Firmware locks due to third-party cartridges
   

Let’s walk through the most effective steps to resolve this:
1. Perform a Full Power Reset

This clears temporary faults:

• Turn off the printer.
• Unplug the power cord from both the printer and the wall.
• Wait 60 seconds.
• Plug it back in directly to a wall outlet (not a surge protector).
• Turn on the printer.

2. Remove and Reinstall Genuine HP Cartridges

Even if they’re new:

• Remove all cartridges.
• Clean the gold contacts on the cartridges and inside the printer with a lint-free cloth.
• Reinstall cartridges one at a time, starting with black.

3. Check for Firmware Updates

If a third-party cartridge was previously used, the printer may have locked the ink system.

👉 HP Officejet Pro 8600 Premium e-All-in-One Printer series - N911 | HP® Support

Install the latest firmware to reset any cartridge lockouts.

4. Reset the Printhead

If the error persists:

• Remove all cartridges.
• Lift the latch and carefully remove the printhead.
• Clean the printhead contacts with a soft cloth.
• Reinsert the printhead and lock it in place.
• Reinstall cartridges and restart the printer.

👉HP OfficeJet Printers - Color or Black Ink is Not Printing | HP® Support

If All Else Fails

The printhead may be permanently damaged or locked due to a previous third-party cartridge. You can:

• Replace the printhead (Part: CR324A for 8600 series).

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @chasinsf,

I hope the steps shared will help solve the issue. If you face an issue, please keep us posted

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[chasinsf]

I have done 1,2, and 4.

I downloaded the firmware, and on the Update page, the select line is greyed out I tried refreshing, but no luck.

The printer is on, WiFi connected. the Status is "Up-to-Date", so perhaps that is why I cannot select it.

Since this is happening on two different HP printers, I am convinced that some setting has blocked the printer from working since I used a  non-HP cartridge and now is preventing even a genuine HP cartridge from working. 

One additional frustration is that I can't even use the scanner function!

[VikramTheGreat]

Hi @chasinsf,

Thank you for getting back and sorry to hear about the issue. To try and find more help and to check for a solution, please do share the printer details in private.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[chasinsf]

I sent the private message

[chasinsf]

I appreciate your suggestions for helping resolve the problem.Unfortunately, they did not work. My frustration is that I am not the only one with this particular situation. I look at other discussion threads online and it happens time after time, yet there is no solution. HP seems ok with not really understanding how their printers work (or don't).