Printer says it needs new, unused cartridges for startup - not a new printer

[m2tigers]

I tried to print and got the following message on the printer display "New, unused cartridges must be used for startup." This printer is a year old and I had just printed something about 15 minutes previously. The printer cartridges are only 1/2 empty. I tried unplugging the printer and then turning it back on, but that did not help. It will not print. I have no idea why this suddenly happened. It's a HP OfficeJet Pro 8710 Product Number M9L66A. I am a teacher & do most of my work at home. I need help, please!!

[Barachiel]

@m2tigers

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

Step 1: Clean the ink cartridge and printhead contacts

Remove the ink cartridges to clean the ink cartridge and printhead contacts, and then reinstall the ink cartridges into the printer.

  caution:

Clean the ink cartridges one at a time. Do not leave an ink cartridge outside of the printer for more than 30 minutes. Also, never turn off the printer when an ink cartridge is removed from its slot. Leaving ink cartridge slots empty might cause damage to the ink cartridge ink system.

1. Gather the following materials:

   • A clean, lint-free cloth

   • A clean, dry cotton swab

   • Distilled or bottled water

       caution:

     Do not use tap water, platen cleaners, or alcohol because they might contain contaminants that can damage the contacts.

2. Open the ink cartridge access door.

3. Wait until the printer is idle and silent before you proceed.

4. Disconnect the power cord from the rear of the printer.

5. Press the tab inward on the front of the ink cartridge to release it, and then pull up on the ink cartridge to remove it from the slot.

   Figure : Removing the ink cartridge

   

6. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then clean ink cartridge contact.

   Figure : Example of the copper-colored ink cartridge contact

   

7. Place the ink cartridge to the side with the contacts facing upwards.

8. Moisten a cotton swab, and then wipe the contacts inside the printhead.

   Figure : Cleaning the printhead contacts

   

9. Carefully reinsert the ink cartridge into the correct colored slot, and then press down on the ink cartridge until it clicks into place.

   Figure : Insert the ink cartridge

   

10. Repeat these steps for other ink cartridges.

11. Close the ink cartridge access door.

Let me know how that pans out,

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help. 🙂

[m2tigers]

Thank you so much for the information. Unfortunately, cleaning did not help. The message remains and the printer will still not print or copy.

[The_Fossette]

@m2tigers,

I am responding on behalf of @Barachiel as he is out for the day. It is great to have you back and your patience is greatly appreciated.

I am sending you a private message suggesting next course of action.

Please check your private message icon in the upper right corner of your HP Forums profile.

Good day! Take care 🙂

Cheers!

[Hoonster]

Hi,

I'm getting the same error.  My ink cartridges are more than half full, how can I proceed?

[Jeet_singh]

@Hoonster,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see from your post that you are getting "Use Setup Cartridge" error message on your HP OfficeJet printer. No worries, I'll be glad to help you.

In this scenario, Let's try to update the printer first and if the issue persists I would suggest here is to do a hard reset on the printer 

Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

If the issue persists, then the last option would be to perform an advanced reset on the printer. For which I'm going to send you the instruction over the private message.

Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,

[Anees3]

Hi,

I use the OfficeJet 8720, I am also getting the same error.  I tried cleaning the cartridge and head, also tried your reset options too.  Still I am getting the same error. Please help. I have 90% full all color cartridges and 100% full black cartridge.  error is shown in color cartridges.

Anees. 

[Raj1788]

@Anees3

Thank you for joining the HP Community

Try with a different set of cartridge and check if it works.

Make sure you have tried all the steps in this document: https://support.hp.com/in-en/product/hp-officejet-pro-8720-all-in-one-printer-series/7902032/documen... for Black or Color Ink Not Printing, Other Print Quality Issues.

If the issue persists, I would personally suggest you contact our HP Support. 

Click here: https://support.hp.com/us-en/contact-hp?openCLC=true

Make sure you select the Country and Region.

Keep me posted on further assistance. Hope that helps! 

Have a great day ahead!

[mmm19]

I have tried everything and now just performed the hard reset. still nothing works and I get the same message and I printed yesterday and my ink has 80% full. I am about ready to throw the bloody thing. I have purchased printers from Costco and they would take a return/replace in this situation. unfortunately I bought this from Amazon and do not have a box. The cartridges are very expensive, they still have ink (and yesterday were working) I am not about to buy more cartridges. please send me the special blue envelope mentioned to others. I hope something helps. I am desperate.

[mmm19]

can someone please help me with my problem? I posted last night.

Mmm19