"Cartridges appear to be damaged" error message.

[FHFHFHF]

Officejet Pro 8620

I get the error message: One or more cartridges appear to be damaged". 

I've replaced the magenta cartridge (the one listed) three times. I've rinsed and scrubbed the entire printhead out with rubbing alcohol. I've tried to update the firmware, since that is apparently often the source of the problem, but nothing changed. 

Here's the choice HP now has: 

1) Get an actual human (not a **bleep** chatbot who reads the same script over and over) here who knows how to troubleshoot this and get them on here quickly and help me get it fixed or;

2) Imagine a video of me describing the completely useless customer support I've received from HP while I'm standing on my 20' high roof holding a large slab of broken concrete, then dropping it. Next scene cuts to the slab hitting this printer while filmed with a camera at ground level, in slo-mo, with the HP logo prominent. Video gets posted to YouTube, TikTok, Instagram, Twitter and Facebook. (Follow up: I buy any other type of printer besides HP. Ever again.)

Your call.
Can you please provide a number for someone who I can talk to who can troubleshoot this so I can quit wasting my time?

[Bob_Headrick]

If you have tried multiple genuine HP cartridges with the same error in your Officejet Pro 8620 the issue is likely NOT the cartridge.  [OK, I see from your other post you are not using HP cartridges. I would suggest you start your troubleshooting with your cartridge supplier, HP has no control over the quality (or lack therof) of third party cartrdiges.  In your case I would not be terribly surprised if three cartridges in a row really were defective.]   

If you want to speak to a human you will likely need to pay a fee, since the Officejet Pro 8620 is out of warranty, even if an extended warranty was originally purchased.  See the page here for contact information.

If you want to troubleshoot the likely issue I would suggest removing the cartridges, then unplug the printer.  Get a flashlight and look into the printhead assembly.  The cartridges have a small electronic chip in the upper part.  There are four electrical contacts in the printer that mage with this when the cartridge is installed.  Inspect the contacts for the magenta cartridge, and compare the electrical contacts with the cyan and yellow cartridge slots.  I suspect you will find one or more of the pins bent (if indeed the issue is not just three defective third party cartridges).  It may be possible to gently bend the pins back into proper position.  Be careful!  An undamaged printhead assembly will look something like the picture below.  I circled the part to look at for magenta, the others should be compared for what things "should" look like:

[FHFHFHF]

Thanks for the detailed advice, though I've already done those things multiple times, along with a thorough cleaning with alcohol. Pretty hard to believe that three cartridges from two brands would all go bad. It would take days here to order HP ink, but why would I spend that much money for something that is very unlikely to make a difference? This printer, while a few years old, has very light use. Really no excuse for it to break and not be repairable. 

Here's why I have so little respect for HP: Most of what I need to print is black-only anyway, so there's no reason the whole machine should become a brick. 

I will probably end up buying a new print head to see if that works. 

[Bob_Headrick]

Did you actually take a look at the pins in the printhead assembly?  It is very common for third party cartridges to have replacement "chips" that are glued on top of the originals.  This results in the chips slightly protruding from their normal position, which can cause the pins to get bent.  Once the pins are bent any further cartridges installed will also be rejected, until the pins are returned to their correct position.

If the pins are bent out of position and cannot be corrected you would need a new printhead.

As for black only printing, it is because of the design of the printer.  Printers with separate ink supplies and printheads can be damaged if allowed to run out of ink in any of the color or black inks.

HP and other printer manufacturers have different printer technologies for different needs.  For inkjet printers:

• Some have printheads built into the ink cartridges.  These printers can typically print with one or more of the colors completely empty, or even with color or black (but not both) cartridges removed. The HP Envy printers are examples of printers with integrated printheads.

• Other printers have separate ink supplies and replaceable printheads.  An example would be the Officejet Pro 8620.  The printhead in these printers can be replaced if they are damaged by running the printhead with colors out.  Some of these printers will allow printing with a color out, others will not.  If the printer is run without ink in one or more colors the printer may be damaged, but the user may be able to recover without having to send the printer for service. 

• Other printers have permanent printheads.  To run these without some ink in all the colors would risk causing damage to the printhead due to clogs, air ingested in the printhead or burned-out printhead firing resistors. The Officejet 6700 is an example of this type of printer. For printers with fixed printheads this could require service to get the printer to print properly again when the ink is finally replaced.  

[FHFHFHF]

Okay, now I get the error message, but there is only the "?" in the menu on the left. No other buttons/options. When I open the front cover, the carriage does not return to center and I get a message saying the cover must be closed to print. 

Of course that happened now that I bought a replacement carriage. I can't even remove the old carriage to test the new one. I can't even remove the supposedly damaged ink cartridge. 

And, yes, I've turned the piece of trash machine off and on, unplugged it, etc. Please don't tell me to do the obvious. 

Why won't the carriage return?

[Bob_Headrick]

Sorry I cannot help you.