Photosmart C5180 "ink system failure" BUT prints diagnostic page perfectly. Wont print normal docs

[Microstate]

This C5180 won't print from computer & displays "ink system failure" .  Hard reset done (help+OK buttons) but error persists.  The printhead assembly has been removed and thoroughly cleaned, but error display remains.  Strangely, if all cartridges removed, and the help+OK buttons pressed, a perfect page of diagnostic print is produced.  This can be repeated as many times as you like;  so far 50 pages have been produced, the print quality as good on the 50th page as it was on the first page.  All this without any cartridges in the printer !  Clearly, the error message must be false.  Is there a way of sending a code to the printer to clear this error flag ?   The printer scans properly with the usual application software, and the diagnostic print can also be produced by using the tools menu from the PC.  Genuine HP inks have always been used in this printer, and the current set are nearly new and have plenty of ink.

[sandytechy20]

@Microstate

Welcome to the HP support community.

If you have tried all the steps mentioned in this HP support document:- Click here

And if the issue still persists, this could be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Microstate]

Hi Sandy.  I have tried all the posted fixes, and none have worked.  Also, there is no facility to leave a ticket for HP support technical on any of HP'S support sites.  Since the printer can produce page after page of high quality print, why is it reporting "ink system failure."  This seems like a firmware problem - is there a way to upload a revised firmware via the PC LAN ?

[sandytechy20]

@Microstate

Refer this HP document to update the firmware:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Microstate]

Sorry Sandy, but nothing in your suggestions work.  The link given for downloads doesnt work; browsing to HP support and submitting printer details reveals software, but no firmware download. This is really poor.  I have run a small enterprise for many years, and am a HP reseller who gives customer support.  It is very frustrating that someone in HP can not locate the necessary firmware and email it to me.  To scrap this printer is not an ecological solution, and looking at blogs there are a lot of disappointed people out there who have vowed never to buy another HP product.

Mike

[sandytechy20]

@Microstate

I have brought your issue to the attention of an appropriate team within HP. They will 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 (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.