Help with Printer Failure error

[8620printer]

Hello!  My OfficeJet 8620 displays the error Printer Failure:  There is a problem with the printer or ink system.  Turn printer off, then on.  If problem persists, contact HP."  I have spent hours researching how to fix this problem.  Periodically, the error changes to "Missing or Failed Printhead."

I have tried:

-Hard resets, as well as semi-full resets through the hidden support menu.

-Clearing the hardware failure messages through the hidden support menu.

-Updating the printer.  It is up to date.

-Resetting the printhead and manually cleaning the printhead.

-Changing ink cartridges.

-Removing the back of the printhead and cleaning the contacts of the printhead and the cartridges.

-I tried most of the above steps many times, with hard resets in between.

What steps could I take next to clear these errors?  Thank you in advance!  I love my 8620 and want to be able to use it again!  

[Garp_senchau]

@8620printer, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Restart the Printer

1. Turn off the printer.
2. Unplug the power cord from the back of the printer.
3. Press and hold the power button for 30 seconds.
4. Wait for 60 seconds and connect the power cord back in.
5. Turn on the printer.

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Also, refer to this guide: HP Printers - An 'Ink System Failure,' 'System Supply Problem' or 'Supply System Problem' Error Disp...

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[8620printer]

Thanks so much for the suggestions.  Unfortunately, none of those steps worked.  The diagnose and fix tool says the printer is fine.  The HP Smart app says the status of the printer is "Device Needs Attention," and my printer continues to change between the printhead error and "printer failure" error. 

I also see some conflicting messages on the HP Smart app.  It says my web services are on and the network is connected, but when I try to re-do the process of setting up the printer, it says "no internet connection detected."  Instant Ink doesn't recognize that the printer is connected to the internet.  Are there steps to solve this?  I already tried resetting the router and following the steps from the virtual assistant.  Is this related to the other errors I'm receiving on the printer?

Thank you in advance for your help!

[Garp_senchau]

Hey @8620printer,

Thank you for your response

Here are some additional steps you can take to address the errors and potential connectivity issue:

Check for Physical Printhead and Ink Cartridges Issues

Re-seat the Printhead: Even if you’ve already cleaned it, try removing the printhead and carefully reseat it. Make sure it clicks into place.

Inspect Ink Cartridges and Contacts: Double-check the ink cartridges for any damage or leaks. Clean both the cartridges and the printhead contacts with a lint-free cloth to ensure there’s no debris or dried ink blocking the connection.

Check for Obstructions: Make sure there’s nothing obstructing the printer’s interior or the path of the printhead.

Reconfigure Printer Wi-Fi Settings

Since there’s a connection issue with the network and Instant Ink, the connectivity may be affecting the printer’s overall performance. Try the following steps to resolve the Wi-Fi issue:

Restore Network Settings:

On the printer control panel, go to Setup > Network > Restore Network Defaults.

After resetting, reconnect the printer to the Wi-Fi network. Ensure the printer connects to the correct network, and the signal strength is strong enough.

Manual Wi-Fi Setup:

If your router has a WPS button, you can use Wi-Fi Protected Setup (WPS) for easy connection. On the printer, go to Setup > Network > Wi-Fi Setup Wizard, and select your network.

If WPS isn't available, manually enter the Wi-Fi settings.

Check Instant Ink Subscription

If the Instant Ink service is not recognizing your printer, it could be linked to the connectivity issue or an account issue.

Re-register Printer for Instant Ink:

Visit the Instant Ink website.

Log in to your HP account and make sure the printer is correctly registered.

If you see a discrepancy in the device or subscription, try re-registering your printer.

Check Instant Ink Status: Ensure your Instant Ink subscription is still active and there are no billing issues. 

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[8620printer]

Thank you so much for your additional suggestions!  I tried each one and wasn't able to clear the error on my printer.  I reset the web services a few times and it says web services are enabled, but the printer still says that it is "disconnected from internet" on HP Smart.  Due to the printer failure and printhead errors, my printer has been off (and therefore offline) for several days.  I think this might be the reason I can't reconnect.  I'm going to try to talk with a HP agent over chat or phone this week and try to get reconnected to Instant Ink.  I'm not sure this is related to the other errors or not, but I want to try everything before needing to buy a new printer.  Thanks again for your help, and I'm open to any other recommendations if you have any!