HP 8620 Printer issues

[Doug-P]

I just updated a color print cartridge, tried to print and it locked up in "printing."  I tried to cancel printing and that locked up also.  I turned off the printer with the switch and that locked up on "shutting down", I turned off the printer by unplugging it, waited over 30 seconds and then replugged in the printer, pressed the power button, it appeared to come back on (after the warning about turning it off with the plug), but nothing has changed.  I repeated this a few times.  I tried copying something but that locked up also.  HELP

[MKazi]

@Doug-P

Welcome to HP Support Forums. 🙂 

I understand that your HP Officejet Pro 8620 e-All-in-One Printer and it appears locked with a "printing" message. The printer is unable to print and copy. I appreciate the steps you have performed and have certainly done a good job.

To provide an accurate resolution, I need a few more details: 

• Are you using original HP ink cartridges or refilled ink?
• Did any other hardware changes take place recently (like a paper jam, etc.)?
• Have you tried to rmeove the ink cartridges and put them back in again?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

Let's perform the hard reset on the printer once again. 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

If the printer continues to stay locked and does not print and copy then let us attempt a reset on the printer. A private message has been sent with the reset steps.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know the outcome. I'm always here to assist you.

All the best! 🙂

[Doug-P]

Yes original HP ink

No hardware changes

When I open the door to check the cartridges, they do not come to the opening as they normally would.  I have reached into the right to them, pushed them to come out and then put them back in.  ( I did a couple, but had only changed one when this issue occurred.)

I have unplugged it and re-plugged multiple times, including pushing the off button while unplugged.  It is plugged directly into the wall.  The most recent showed a cartridge problem, should i remove them even if the mount does not return to the opening?  I did not get a private message (I don't think) for the reset steps.

Thanks

[MKazi · Accepted solution]

@Doug-P

You're most welcome. 🙂

I truly appreciate your patience and efforts.

If the carriage does not move to the center and does not allow easy access to reach the cartridges then try to move the carriage with your hand. Do not apply too much pressure.

I have sent you the private message again. AT the HP forums webpage, next to your profile Name, you should see a little blue envelope, please click on it.

Hope this helps. Let me know. 

Thanks! 🙂

[Doug-P]

Moving the carriage worked.  I had to take all the cartridges in and out a few times, but finally it made it work.

Thanks

[MKazi]

@Doug-P

Great news! 🙂

I'm glad that the printer is working fine now. 

You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

Happy printing! 🙂