used "refurbished" cartridges and now it won't print

[SarahF2905]

A few weeks ago my daughter installed "refurbished" cartridges before I could return them and get true HP cartridges.  We got the error message that said "There is a problem with the printer or ink system.  Turn printer off, then on.  If problem persists, contact HP."  I installed HP cartridges hoping that would fix the problem, but continued to get the same message.  After talking with the virtual assistant on HP and trying all the suggestions, it still won't print.

[Irwin6]

Hi @SarahF2905,

Welcome to HP Support Community.

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

I understand you're experiencing an issue with your printer that has an ink system failure error.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[SarahF2905]

I went through all of your steps multiple times and I am still receiving the same error of "Printer Failure.  There is a problem with the printer or ink system.  Turn printer off, then on.  If problem persists, contact HP." every time I turn the printer back on after reconnecting the power cord.

[SarahF2905]

Also, the factory system reset went for several minutes and then said it could not fix the printer.

[Gaya1239]

Hi @SarahF2905 ,
 

Welcome to the HP Support Community
 

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!