HP OfficeJet 8620 AIO Printhead missing or failed message

[wmburdette]

While printing, my 8620 showed one of the cartridges to be empty and needed replacement. I replaced the indicated cartridge which I knew to be low, and closed the ink door. The printer display screen then showed one of the other cartridges to be empty and I replaced it also knowing it also to be low. Closed the door and the displayed showed another cartridge that I had replaced a few days before to be empty. Thinking I may have received a faulty Genuine HP Cartridge from HP I replaced it also but upon closing the door I received the "printhead missing, failed, or improperly installed" message. Using the HP Support Trouble shooting procedures and trying each portion of the steps multiple times I arrived at the step that says the printhead has failed and I must buy a new one. Muttering under my breath, I ordered a new printhead from the HP Store for $120.00 plus 16.00 for expedited shipping plus approx 10.00 state sales tax. The printhead arrived in three days and I followed the installation steps found in the HP support pages (instructions in the package were the minimal "comic book" style of quick-install guides) and when I turned the printer on, the printhead failed or missing message was still there. I have tried removing and installing the head and cartridges multiple times.

While the display is showing the missing printhead message i can select the Ink Status icon and see the four cartridges showing completely empty with a big red X above each cartridge. Touching any of the cartridge icons, I see that the message "installed cartridge --951SETUP" and "supported cartridge HP951XL, HP951."

I have had the printer for two years and twenty days so the warranty appears to have expired. Does anyone have any suggestions as to additional steps I can try before I ditch the HP and try another brand?

Any helpful response will be appreciated.

[Rainbow23 · Accepted solution]

Hi @wmburdette,

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.

I understand that you get the "failed or missing printhead message" even after replacing the printhead.

This could be a hardware issue with the unit.

Hence, please contact HP Phone Support for further assistance at the link: www.hp.com/contacthp
 

You have a good day ahead.
 

[wmburdette]

Thank you for the response. Deep down I was afraid that's what I was going to hear. I'll give that a try.
Thanks

[DavidSMP]

Hi @wmburdette,

I reviewed the post. As @Rainbow23 is out of office, I am responding on his behalf. Thanks for responding and trying these steps. If you have any questions feel free to always reach out.

Take care and have a blessed week ahead. 🙂

[dclaudew]

I have the same problem. My 8620 cost something like $120 when new, now support wants more than that for the printhead alone. A printhead must be worth perhaps $5 if HP can sell a printer through Office Depot for $120. Support wants to sell me either a printhead or a new printer. I'm unlikely to be an HP trickster twice (fool me once...). So how do I get my 8620 to work with genuine HP subscription ink, which is in the machine now? The machine has almost no use on it, as it has always had ink problems. I just want a cheap printhead. Copper would be OK. I don't need gold.

[sandytechy20]

@dclaudew

Thank you for posting (or replying to my post) on the HP Support Forums,

I have brought your issue to the attention of an appropriate team within HP.

They will contact you shortly and likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

Cheers.

[wmburdette]

I tried many recommended solutions each one without success. I finally threw out the printer since it wasn’t even heavy enough to use as a boat anchor.