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- HP Officejet 8620 Pro - repeated printer failure

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07-21-2015 12:28 PM
An employee has a problem with a printer. It keeps saying "printer failure" Please restart it....over and over. Then it says contact HP if the message keeps showing up. lol!! that isn't very helpful at all. After an hour of trying to "contact HP" I have resorted to this forum for help. Can anyone help me? This printer is unavailable for chat and phone support points me to online. Round robins are supposed to be non-existent....except for support at HP
Thanks
Solved! Go to Solution.
Accepted Solutions
07-22-2015 04:36 PM
HI @EB-ADMIN,
Thanks for reaching out to the HP Support Forums!
I understand that there is an error message, which reads 'Printer Failure' on the HP Officejet Pro 8620 e-All-in-One Printer. I also see that you would like the contact information for HP Technical Support. I would like to assist you.
Here's a document I would recommend that you try, HP Printers - 'Problem with Printhead,' 'Printer Failure,' 'Ink System Failure,' or a '0x...' or a 'C2...' Error ....
HP Officejet Pro 8600, 8610, 8620, 8630, 8640, and 8660 e-All-in-One Printer Series - An 'Ink System Failure' Error Message Displays on the Printer
IMPORTANT NOTE: If a similar message displays with 'Printer Failure' in the title, go to A 'Printer Failure' Message That Might Include an '0x610000f6' or '0x61xxxxxx' Error Code Displays o.... If you see 0X6 in the error message, go to this link. If not continue.
- Go to the HP SureSupply website.
- Scroll to the bottom of the page, then make sure the country/region location is correct.
- Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
- Turn the printer on, if it is not already on.
- Wait until the printer is idle and silent before you continue.
- 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.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
- Reconnect the power cord to the rear of the printer.
- Turn on the printer, if it does not automatically turn on.The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Slip your fingers into the slot on the left side of the printer, and then pull forward to open the ink cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before you proceed.Figure : Open the ink cartridge access door
- Make sure that the colored dot on the ink cartridge label matches the colored dot on the carriage slot.Figure : Colored dot on the ink cartridge label should match the colored dot on the carriage slot
- Push in on the front of the ink cartridge to release it, and then pull the ink cartridge toward you to remove it from its slot.Figure : Remove the ink cartridge from its slot
- Repeat these steps for the other ink cartridges.
- Close the ink cartridge access door.Figure : Close the ink cartridge access door
- Look at the control panel.
- If the printer displays an 'Ink System Failure' message on the control panel, then skip to Update the printer firmware.
- If the message has changed to 'Replace the (
), (
), (
), or (
) Ink Cartridge' then continue to the next step.
- Gather the following materials:
- Distilled or bottled water (tap water can damage the ink cartridges)
- A clean, lint-free cloth
- A clean, dry cotton swab
- Lightly dampen a clean, lint-free cloth with bottled or distilled water.
- Gently wipe the copper-colored contact on one of the ink cartridges.Figure : Copper-colored contact on the ink cartridge
- Wipe the contact with a dry lint-free cloth before proceeding to the next step.
- Repeat steps 2-4 for the three remaining ink cartridges.
- Carefully reinsert one of the ink cartridges into its slot, and then push the ink cartridge forward until it clicks into place.Figure : Push the ink cartridge forward in the slot until it clicks into place
- Close the ink cartridge access door.Figure : Close the ink cartridge access door
- Check the printer control panel to see if the error message persists.
- If the 'Ink System Failure' message displays, replace the ink cartridge you just reinstalled. If you have replaced the ink cartridge and the error message persists, continue to the next step.
- If the message has changed to 'Replace the (
), (
), (
), or (
) Ink Cartridge' then repeat steps 6-8 for each indicated ink cartridge remaining. If you have cleaned and replaced all of the ink cartridges and the 'Ink System Failure' message displays, continue to the next step.
- If the error message does not display, you do not need to continue troubleshooting.
NOTE: The HP printer must be connected to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.
- From the home screen on the product control panel, touch the ePrint icon (
).
- Wait for the product to connect to the ePrint server. The ePrint status displays.
- Touch Settings on the bottom left corner of the screen.
- Touch Printer Update, and then touch Check for Update Now.
NOTE: Check for updates every week to make sure that you are getting the most out of your HP product.
- Press the Power button to turn on the printer, if it is not already on. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. Allow the carriage to move to the cartridge access area, and the carriage stops moving.Figure : The slot on the side of the printer
- Disconnect the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
WARNING: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
- Lift the carriage latch.Figure : Lift the carriage latch
- Grasp the sides of the printhead, gently lift and remove the printhead from the carriage.
NOTE: Do not remove the cartridges from the printhead. You can safely remove the printhead with all of the cartridges inserted.
Figure : Remove the printheadCAUTION: The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
Figure : Nozzles and electrical contacts- Nozzles
- Electrical contacts
- Place the printhead assembly (with the cartridges still installed) upside down on a clean sheet of paper.
CAUTION: Do not leave the printhead assembly outside of the printer for an extended period. Doing so can result in damage to the printhead or the printer.
Figure : Printhead upside down on a clean sheet of paper
Use a flashlight | Paper jammed in carriage path |
![]() | ![]() |
- Grasp the sides of the printhead and turn it right side up with the nozzles facing down and the electrical contacts facing away from you.
- On the front of the printer, insert the printhead into the carriage, ensuring that the electrical contacts face the inside of the printer. As you guide the printhead into the carriage, it lowers into the carriage as it seats.
CAUTION: The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
Figure : Insert the printhead - Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
- Carefully lower the carriage latch to secure the printhead.Figure : Lower the carriage latch
- Verify that the carriage latch is down.Figure : Carriage latch positions
- Carriage latch is up
- Carriage latch is down
- Close the cartridge access door.
- Reconnect the power cord to the rear of the printer.
- If the printer does not turn on by itself, press the Power button to turn it on.
NOTE: The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
NOTE: You do not need to remove the printhead from the carriage.
- Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.Figure : Open the cartridge access door
- Slot on the left side of the printer
- Unplug the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
WARNING: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
- Lift the carriage latch.Figure : Lift the carriage latch
- Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.Figure : Slightly lift the printhead
- Reinsert the printhead into the carriage to reseat it. As you guide the printhead into the carriage, it lowers into the carriage as it seats.Figure : Reseat the printhead
- Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
- Lower the carriage latch.Figure : Lower the carriage latch
- Verify that the carriage latch is down.Figure : Carriage latch positions
- Carriage latch is up
- Carriage latch is down
- Close the cartridge access door.
- Reconnect the power cord to the rear of the printer.
- If the printer does not turn on by itself, press the Power button to turn it on.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Load unused, plain white paper into the input tray.
- On the printer control panel, touch the Right Arrow (
) to display additional options.
- Touch Setup (
), touch Tools, and then touch Clean Printhead.
- Wait until the printhead cleaning sequence completes and the report prints.
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your
contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone
number
Case number and phone number appear.
Drakster
I work on behalf of HP
If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “thumbs up" button!
07-22-2015 04:36 PM
HI @EB-ADMIN,
Thanks for reaching out to the HP Support Forums!
I understand that there is an error message, which reads 'Printer Failure' on the HP Officejet Pro 8620 e-All-in-One Printer. I also see that you would like the contact information for HP Technical Support. I would like to assist you.
Here's a document I would recommend that you try, HP Printers - 'Problem with Printhead,' 'Printer Failure,' 'Ink System Failure,' or a '0x...' or a 'C2...' Error ....
HP Officejet Pro 8600, 8610, 8620, 8630, 8640, and 8660 e-All-in-One Printer Series - An 'Ink System Failure' Error Message Displays on the Printer
IMPORTANT NOTE: If a similar message displays with 'Printer Failure' in the title, go to A 'Printer Failure' Message That Might Include an '0x610000f6' or '0x61xxxxxx' Error Code Displays o.... If you see 0X6 in the error message, go to this link. If not continue.
- Go to the HP SureSupply website.
- Scroll to the bottom of the page, then make sure the country/region location is correct.
- Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
- Turn the printer on, if it is not already on.
- Wait until the printer is idle and silent before you continue.
- 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.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
- Reconnect the power cord to the rear of the printer.
- Turn on the printer, if it does not automatically turn on.The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Slip your fingers into the slot on the left side of the printer, and then pull forward to open the ink cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before you proceed.Figure : Open the ink cartridge access door
- Make sure that the colored dot on the ink cartridge label matches the colored dot on the carriage slot.Figure : Colored dot on the ink cartridge label should match the colored dot on the carriage slot
- Push in on the front of the ink cartridge to release it, and then pull the ink cartridge toward you to remove it from its slot.Figure : Remove the ink cartridge from its slot
- Repeat these steps for the other ink cartridges.
- Close the ink cartridge access door.Figure : Close the ink cartridge access door
- Look at the control panel.
- If the printer displays an 'Ink System Failure' message on the control panel, then skip to Update the printer firmware.
- If the message has changed to 'Replace the (
), (
), (
), or (
) Ink Cartridge' then continue to the next step.
- Gather the following materials:
- Distilled or bottled water (tap water can damage the ink cartridges)
- A clean, lint-free cloth
- A clean, dry cotton swab
- Lightly dampen a clean, lint-free cloth with bottled or distilled water.
- Gently wipe the copper-colored contact on one of the ink cartridges.Figure : Copper-colored contact on the ink cartridge
- Wipe the contact with a dry lint-free cloth before proceeding to the next step.
- Repeat steps 2-4 for the three remaining ink cartridges.
- Carefully reinsert one of the ink cartridges into its slot, and then push the ink cartridge forward until it clicks into place.Figure : Push the ink cartridge forward in the slot until it clicks into place
- Close the ink cartridge access door.Figure : Close the ink cartridge access door
- Check the printer control panel to see if the error message persists.
- If the 'Ink System Failure' message displays, replace the ink cartridge you just reinstalled. If you have replaced the ink cartridge and the error message persists, continue to the next step.
- If the message has changed to 'Replace the (
), (
), (
), or (
) Ink Cartridge' then repeat steps 6-8 for each indicated ink cartridge remaining. If you have cleaned and replaced all of the ink cartridges and the 'Ink System Failure' message displays, continue to the next step.
- If the error message does not display, you do not need to continue troubleshooting.
NOTE: The HP printer must be connected to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.
- From the home screen on the product control panel, touch the ePrint icon (
).
- Wait for the product to connect to the ePrint server. The ePrint status displays.
- Touch Settings on the bottom left corner of the screen.
- Touch Printer Update, and then touch Check for Update Now.
NOTE: Check for updates every week to make sure that you are getting the most out of your HP product.
- Press the Power button to turn on the printer, if it is not already on. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. Allow the carriage to move to the cartridge access area, and the carriage stops moving.Figure : The slot on the side of the printer
- Disconnect the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
WARNING: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
- Lift the carriage latch.Figure : Lift the carriage latch
- Grasp the sides of the printhead, gently lift and remove the printhead from the carriage.
NOTE: Do not remove the cartridges from the printhead. You can safely remove the printhead with all of the cartridges inserted.
Figure : Remove the printheadCAUTION: The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
Figure : Nozzles and electrical contacts- Nozzles
- Electrical contacts
- Place the printhead assembly (with the cartridges still installed) upside down on a clean sheet of paper.
CAUTION: Do not leave the printhead assembly outside of the printer for an extended period. Doing so can result in damage to the printhead or the printer.
Figure : Printhead upside down on a clean sheet of paper
Use a flashlight | Paper jammed in carriage path |
![]() | ![]() |
- Grasp the sides of the printhead and turn it right side up with the nozzles facing down and the electrical contacts facing away from you.
- On the front of the printer, insert the printhead into the carriage, ensuring that the electrical contacts face the inside of the printer. As you guide the printhead into the carriage, it lowers into the carriage as it seats.
CAUTION: The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
Figure : Insert the printhead - Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
- Carefully lower the carriage latch to secure the printhead.Figure : Lower the carriage latch
- Verify that the carriage latch is down.Figure : Carriage latch positions
- Carriage latch is up
- Carriage latch is down
- Close the cartridge access door.
- Reconnect the power cord to the rear of the printer.
- If the printer does not turn on by itself, press the Power button to turn it on.
NOTE: The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
NOTE: You do not need to remove the printhead from the carriage.
- Slip your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.Figure : Open the cartridge access door
- Slot on the left side of the printer
- Unplug the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
WARNING: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
- Lift the carriage latch.Figure : Lift the carriage latch
- Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.Figure : Slightly lift the printhead
- Reinsert the printhead into the carriage to reseat it. As you guide the printhead into the carriage, it lowers into the carriage as it seats.Figure : Reseat the printhead
- Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
- Lower the carriage latch.Figure : Lower the carriage latch
- Verify that the carriage latch is down.Figure : Carriage latch positions
- Carriage latch is up
- Carriage latch is down
- Close the cartridge access door.
- Reconnect the power cord to the rear of the printer.
- If the printer does not turn on by itself, press the Power button to turn it on.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
- Load unused, plain white paper into the input tray.
- On the printer control panel, touch the Right Arrow (
) to display additional options.
- Touch Setup (
), touch Tools, and then touch Clean Printhead.
- Wait until the printhead cleaning sequence completes and the report prints.
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your
contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone
number
Case number and phone number appear.
Drakster
I work on behalf of HP
If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “thumbs up" button!
