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‎05-26-2021 02:32 PM

HP Recommended
Product: OfficeJet Pro 8710
Operating System: Microsoft Windows 10 (64-bit)

Hello anyone and everyone,

 

Hopefully someone may be able to help with an issue I am having with my HP OfficeJet Pro 8710 printer before I purchase parts or a service plan.  In summation, there's a printer-head issue, and I cannot clean or align the printer head because the printer thinks I have #10 envelopes loaded in the tray, which is not the case.  Nothing can print, internal test pages or client-initiated print jobs.

 

The following are the details of the issue:

 

1.  The display indicates a printer-head problem: 

        "The printerhead appears to be missing, not detected, or incorrectly installed. 0xc19a0024" NB. At one point the error code          was 0xc19a0037.

2.  There is no paper jammed in any part of the mechanism  that I can see (through the bottom tray openings, the rear access panel, and the printhead access panel in the front).  And, all paper tray tabs are set to the 8x11 stack loaded in the tray.

3.  Attempting to align the print head from the printer maintenance menu ends up with the following error:

        "Alignment Unsuccessful - Make sure you have loaded unused, plain white paper.  If the alignment fails repeatedly, you might need to clean the printhead."  Note, there is plenty of plain white paper in my printer's tray.

4.  Attempting  to clean the printhead leads to the following message:

        "Incorrect Paper - Printer reports do not support Envelope #10 (4.1x9.5 in.).  Load a supported size of paper in the tray to continue."  Note, there are no #10 envelopes in my printer, just plain white 8x11 pages.

 

Troubleshooting steps I have taken so far:

 

1.  After receiving the initial printhead error, I opened the cartridge access panel and removed the cartridges, inspecting each cartridge and their respective contact points.  I then removed the print head to take a closer look.  Nothing seemed out of place or soiled.

2.  I took the time to ensure that there were no paper jams or debris stuck in the printerhead's path or anywhere in the mechanism.  When all seemed fine, I reinstalled the head and the cartridges, and then closed the panel.  The printer repositioned the head.  The printhead problem  warning appeared again.

3.  Using the printer maintenance menu, I went through the steps to align the printhead.  As indicated above, the display indicated that the proper paper needed to be loaded.  It was loaded properly, but I inspected the tray and the ports again.

4.  I loaded different levels of paper to see if that would help the printer detect the paper, but the paper message from the alignment tool was issued again despite the changing paper levels.

5.   I attempted to use the clean printhead tool in printer maintenance to see if I could clear the previous error.  The "incorrect paper" message was displayed as stated above in the details.  Again, I checked the tray and the paper feed mechanism to make sure there was no errant envelope stuck somewhere.  I tried removing and reinserting the tray several times as well as moving the tabs.  Nothing cleared the error.  I attempted loading different levels of paper as well, but nothing changed.

NB. I tried all the above steps several times each just to make sure.

6.  I followed the reset  steps of unplugging the printer while it was on, waiting a minute for the power to drain, and turning it back on.  This did not change the errors.  Again, I did this step multiple times.

7.  I performed a factory reset.  No change in errors.

8.  I updated the firmware.  No change in errors.

9.  Using a computer, I attempted to print several documents of different sizes to elicit a different behavior from the printer, but nothing changed.  

10.   I installed HP's scan doctor and support applications and went through those steps just to do the same troubleshooting I had done before.  I even used the automated chat agent to try and find the correct support page for these issues.  Nothing worked as it was all the same from what I had done previously.

 

So, I am throwing this out there in case someone might know what to do.  I wanted to try this before having to purchase a new printhead or service plan.  I look forward to what anyone might respond.

 

Thank you!

Alexandra

 

 

Category:
1 REPLY 1

‎05-29-2021 05:18 AM

HP Recommended

 Hi @Amplexandra,

 

I'd like to help!

 

Please try the below suggestions:-

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet

Update the printer firmware

Updating the printer firmware might resolve printhead problems. Go to Updating or Upgrading Printer Firmware for more information.

 

Check the carriage for a printhead latch

Look at the carriage to see if it has a latch. The carriage is the part inside the printer that holds the printhead and cartridges. If the carriage does not have a latch (fixed printhead), then the only option is to service the printer.

  1. Open the door to access the cartridges.
  2. Wait until the carriage stops moving before you continue.
  3. Look at the right side of the carriage to see if the carriage has a printhead latch (a handle that can be raised, which allows the printhead to be removed).
    • If your carriage has a printhead latch, continue to the next step.
    • If your carriage does not have a printhead latch (fixed printhead), skip to Service the printer. If the printhead is fixed, then there are no additional troubleshooting steps available.

 

 Reseat the printhead up to three times

You might need to reseat the printhead up to three times.

  1. With the printer turned on, unplug the power cord from the rear of the printer.
  2. Lift the carriage latch, slightly lift the printhead, lower the printhead back into the carriage, wiggle the printhead left and right, and then lower the carriage latch to lock the printhead into place.
  3. Close the cartridge access door.
  4. Reconnect the power cord to the rear of the printer.
  5. Wait for the printer to start, and then look for the error.
    • If the error message persists, repeat the steps to reseat the printhead up to three times.
    • If the error no longer displays, you are done

Also, try a semi-full reset on the printer, the instructions are shared in a private message.

 

If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping 

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