OfficeJet Pro setup stuck: ink cartridges

[Fost1]

Hello,

I have 2 All-in-One OfficeJet Pro 8710. A few years ago, at the initial setup, on 1 of 2, I chose IT administrator with restricted features. A few weeks ago, I wanted to unlock all the features so I did a semi-full reset.
A very bad idea because setup stuck on "incompatible cartridges". I can't finish the setup so I can't use my scanner anymore.

I only use these AIO printers as scanner so I don't need to print!
Worst of all, I've never replaced the cartridges! And now I can't even use my scanner with the original cartridges!
What can I do? How to bypass this error message? I don't want to buy new ink cartridges that I won't use.

Error message: Incompatible Cartridges. C/M/Y

This printer is not designed to use continuous ink systems. To resume printing, remove continuous ink system and install original HP (or compatible) cartridges.

Regards,

Fost

[Jay_G24]

Hi @Fost1,

I'd like to help!

Are you using genuine ink cartridges?

Try and remove and reseat the printhead-

Reseat the printhead

You might need to reseat the printhead up to three times.

1. With the printer turned on, unplug the power cord from the rear of the printer.

2. Lift the carriage latch, slightly lift the printhead, lower the printhead back into the carriage, wiggle the printhead left and right, and then lower the carriage latch to lock the printhead into place.

   

3. Close the cartridge access door.

4. Reconnect the power cord to the rear of the printer.

5. Wait for the printer to start, and then look for the error

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[Fost1]

Hi Jay,

I did twice "reseat the printhead" and also "reset the product" but I still have the same issue.

I don't know if I use genuine ink cartridges, how can I know? I guess yes because they are from HP.
I use the default/original ink cartridges, I've never replaced the cartridges. I bought this printer 8710 in this shop: vandenborre.be
It isn't a second-hand printer.

Thank you for your assistance,

Fost

[Jay_G24]

Could you send me an image of the cartridges you are using?

Let me know!

[Fost1]

Of course, here 2 pictures, are they genuine ink cartridges? I don't need to print, I only want to scan.

[Jay_G24]

May I know when the printer was used last for printing?

Have you replaced the ink cartridges since you purchased the unit?

Keep me posted!

[Fost1]

I don't remember, we never print with these printers 8710. I guess the last prints were during the initial setup.

No, we have never replaced the ink cartridges because we don't need to print. We use theses printers as scanner.

On the other 8710, at startup, there is a warning about the ink cartridges but we can hide this message and use the printer as scanner.

I just want to by pass this error message to be able to scan.

[Jay_G24]

As this is a hardware issue, I’d recommend you contact HP Phone Support in your region regarding service options for your printer/ cartridge.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day! 

[Fost1]

Hi Jay,

I called HP support but the only solution they gave me: to buy new ink cartridges or buy a new scanner.

I'm disappointed that HP blocks the scanner because it can't print 😞 I guess, they do that to encourage to consume...

I found a work around to use my scanner, I can scan from the web interface, better than nothing!

Thank you for your assistance,

Fost