Installed new print head on my HP OfficeJet Pro 8620 and continue to get the error message.

[Patty216]

I installed a brand-new print head on my HP OfficeJet Pro 8620 and continue to get the error message that the print head appears to be missing, not detected, or incorrectly installed.  I have followed all the suggestions from other posts to reset it and nothing is working.  Any other suggestions?  I am out the cost of the new print head if I can't resolve this.  Thank you!

[Irfan_06]

Hi @Patty216,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Printer that has printhead error.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Patty216]

Hello.  I apologize for missing your message.  I was waiting for an email notification and when it didn't come, I decided to check here.

I followed all the steps you recommended, and they did not work.  I had previously gone through the same steps based on another poster's information.  I decided to go ahead with the factory reset and attempted to do that from the printer's touch screen.  All was going fine until the last step when I got a new message that said "one or more cartridges appear to be missing or damaged.  Install or replace the cartridges before restoring your printer" so I could not go further with the factory reset.  I took the cartridges out and put them back, several times, but the message is still there.  Am I going to have to go buy new ink cartridges before going further?  And I am using genuine HP cartridges, not another brand.  The new print head appeared to be brand new, but a weird issue happened when I first put the ink cartridges into it.  They would pop back out even though I was sure I had them seated properly and it happened multiple times until I got them to stay installed.  I was thinking the spring holding them might be too tight.  Could that be why I am getting this new message?  

[Irfan_06]

Hi @Patty216,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support