Printer Failure: can't get past message or to any of the menus

[Mickolas59]

Printer was working perfectly fine.  Had a large poster to printer and black ink was showing low.  Changed black cartridge and all was good until about half way through the printing of the poster and it stopped printing.  Restarted everything to start the job again when the message: "Printer Failure  There is a problem with the printer or ink system.  Turn printer off, then on."  Power cycled completely.  Shut down, pulled power, held power button in, the repowered.  Same response.  Went back to the old cartridge which was only changed because it was geting low-same response.  Even tried another new cartridge.  These are all HP cartridges.  Went through a troubleshooting process for this specific error and for this specific model.  You go through a process of removing print cartridges and the printhead, then reverse the process-same response.  Might note that during this process, some of the steps say to press "next", but that isn't an option.  The only time the screen has a different display is when you pull the cartridges, it says that the cartridges are missing and when you pull the printhead, it says the printhead is missing, but no menu keys show up.  The only thing that shows on the display is the little animation to tell you how to insert the printhead and/or the cartridges.  The other odd thing is that when reversing the process and when the printhead was installed, it didn't say the cartridges were missing, it went to a screen to install paper.  Even after everything was properly installed, still same Printer Failure message on screen and no menu options, because the next solution is to do a firmware update, but you can't from the printer.  This takes to the next solution step.  Am able to get to the web interface of the printer through the browser.  It gave the option to check for a firmware update which it said it did and the printer then rebooted, but still the same failure message on the printer and no menu options are lit up except for the help ?.  when you select it, it only says to power cycle the printer.  Don't know what to do next?

[davidzuts]

This is a hard printer to diagnose issue and solve. Since you changed the black cartridge and it interacts with the printhead that is the next item I would try. Expensive way to troubleshoot but only way I know with this unit. I am sure you have done all the below but try again in the order shown.

A 'There is a Problem with the Printer or Ink System' error displays on the HP Designjet T120 and T520 ePrinter Series

This document is for the HP Designjet T120 and T520 printers.

When the printer is turned on or after an ink cartridge is replaced, 'There is a problem with the Printer or Ink System. Turn printer off, then on. If problem persists, contact HP.' error displays on the front panel and the printer will not print. A faulty ink cartridge or printhead can cause this error.

Figure 1: 'Problem with the printer or ink system' error on control panel

Solution one: Remove the ink cartridges and the printhead, restart the printer, and then reinstall the printhead and the ink cartridges

Removing and reinstalling the ink cartridges and the printhead can clear the error displayed on the front panel.

Step 1: Remove the ink cartridges and the printhead

1. Press the Power button to turn on the printer, if it is not already on.

2. Open the ink cartridge access door, the carriage moves to the left side of the printer. Wait until the carriage stops moving before proceeding.

   Figure 2: Open the ink cartridge access door

   

3. Press each ink cartridge to unlock it, and then pull each ink cartridge straight out of the carriage.

   Figure 3: Unlock each ink cartridge and remove from carriage

   

4. Close the ink cartridge access door.

   Figure 4: Close the ink cartridge access door

   

5. Touch Next on the front panel, and then open the top cover.

   Figure 5: Open top cover

   
   NOTE: If Next does not display, open the top cover, unplug the power cord from the printer and the wall, and then slowly move the carriage assembly to the left side of the printer in order to access the printhead.

6. Lift the carriage latch.

   Figure 6: Lift the carriage latch

   

7. Grasp the sides of the printhead, gently lift-up and remove the printhead from the carriage. Keep the printhead vertical to prevent ink spilling on the connections.

   Figure 7: Remove the printhead

   

Step 2: Restart the printer and reinstall the printhead and the ink cartridges

1. Plug the power cord into the printer and the wall socket, if it was removed.

2. Restart the printer and wait for the Install the printhead prompt on the printer display.

3. 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 8: Insert the printhead

   

4. Carefully lower the carriage latch to secure the printhead.

   Figure 9: Lower the carriage latch

   

5. Close the top cover and then touch Next on the front panel.

6. Figure 10: Close the top cover

   

7. Open the ink cartridge access door.

   Figure 11: Open the ink cartridge access door

   

8. Wait for Install ink cartridges to display on the front panel.

9. Slide each ink cartridge back into its color-coded slot, and then gently push it forward until it clicks into place.

   Figure 12: Insert the cartridge into its color-coded slot

   

10. Close the ink cartridge access door. If a faulty or empty ink cartridge error is displayed, replace the faulty or empty ink cartridge.

    Figure 13: Close the ink cartridge access door

    

Solution two: Check the printer firmware version and update the printer firmware, if necessary

Steps to check and update the printer firmware.

1. Obtain the current firmware version, touch the Information () icon, and then select Printer information. Use the up and down arrows to display the firmware version.

2. Update the firmware, if necessary. Go to one of the following websites and then click on Get drivers, software & firmware:

   • HP Designjet T120 Printer Series

[Mickolas59]

Yes, the documentation you show is the same documentation I used.  So, just want to clarify, the next step is to replace the printhead?

[davidzuts · Accepted solution]

Yes.

[Mickolas59]

Thank you.  I will get one ordered and let you know the outcome.  Really appreciate it.

[Mickolas59]

Replacing the Printhead fixed the issue.  Thanks!

[jessekings]

I am having the same exact  issue....will replace printhead to seeif this helps....