HP Officejet 8620 new magenta cartridge - saying empty&saying problem w/printer - have turned off/on

[Stacey966]

HP Officejet 8620 - put in new magenta cartridge - saying empty and saying problem w/printer - have turned off/on, has not helped, unplugged, still not working.

[Hawks_Eye · Accepted solution]

Hi @Stacey966 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like your HP Officejet Pro 8620 is having trouble recognizing the new magenta cartridge. 

This issue can occur due to a variety of reasons, such as cartridge compatibility, installation errors, or firmware glitches. 

Here’s how you can troubleshoot and resolve the problem:

Step 1: Verify Cartridge Compatibility

1. Ensure the magenta cartridge is an original HP cartridge compatible with your printer model (e.g., HP 950 or HP 951 series).
2. If you’re using a third-party or refilled cartridge, the printer may not recognize it properly.

Step 2: Reinstall the Cartridge

1. Open the printer’s cartridge access door and remove the magenta cartridge.
2. Check for any protective tape or packaging that might still be on the cartridge and remove it.
3. Wipe the copper-colored contacts on the cartridge gently with a lint-free cloth slightly dampened with distilled water or isopropyl alcohol.
4. Reinsert the cartridge securely into its slot and close the access door.

Step 3: Reset the Printer

1. Turn off the printer and unplug it from the power source.
2. Wait for 2–3 minutes.
3. Plug it back in and turn it on to reset the system.

Step 4: Clean the Printhead

1. Open the printer’s cartridge access door and remove all cartridges.
2. Lift the latch to remove the printhead.
3. Clean the gold contacts on the printhead and inside the printer using a lint-free cloth dampened with distilled water.
4. Reinstall the printhead and cartridges, then close the access door.

Step 5: Update Printer Firmware

1. Visit the HP Support website and download the latest firmware for your printer model. Update the firmware on an HP printer | HP® Support
2. Install the firmware update and restart the printer.

Step 6: Test with Another Cartridge

If possible, try inserting a different magenta cartridge (preferably a new one) to see if the issue persists. This will help determine if the problem lies with the cartridge or the printer.

 

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Hawks_Eye