Printer Failure upon insertion of new ink

[Tech_Novice]

When my ink cartridge was depleted, I installed a new cartridge, which gave me a Printer Failure error that said "There is a problem with the printer or ink system.  Turn printer off, then on.  If problem persists, contact HP."  I did that, but problem still persists.  I've tried every remedy I could find online and via the HP diagnostic tools.  The only thing that removes this error is reinserting the old, depleted ink cartridge.  I even returned the ink and bought another set of cartridges with the same error.  My printer is an HP Officejet Pro 8600 e-All-In-One Printer – N911a, which takes 950XL for the black ink cartridge and 951 for the color cartridges.  There are a couple things I noticed that are different about the new cartridges as compared with the old ones.  First, the letter "K" on the front of the black cartridge has a white circle around it, while the new cartridge does not.  Also, the number on the old black one is CN045A and on the new one it is CN045AN.  However, that is reversed for the color cartridges.  The old ones have the “N” at the end, but the new ones do not.  Significant?

Things I’ve tried:

-New cartridge.

-Turn it off, wait a couple min, then turn it on.

-Unplug the power cable from both the printer and the wall.  Hold power button for 1 min to completely discharge.  Wait few min, then plug cord into printer first, then wall.

-Remove, check, and reseat printer head.

[BeemerBiker]

I do not see your printer ID listed here but you can try a firmware update if you want.

To check if an HP ink cartridge is genuine, look for a security label on the cartridge, scan the QR code on the label with your phone, and then go to HP's website hp.com/go/ok to verify the serial number on the label; if the label appears tampered or the serial number doesn't validate, the cartridge is likely not genuine.

The AN means USA or Canada.  I assume the printer was bought in USA or canada else it wont work.

[Tech_Novice]

Thank you, BeemerBiker.  The firmware looks up-to-date.  It is even greyed out so I can't even click the box.  Now, the "Printer Failure" issue seems to have gone away, but it is telling me that the new cartridge(s) may be damaged.  Sometimes, it says it's the black cartridge, sometimes teh cyan, and sometimes it says it's both.  I returned the ink and again purchased new, genuine HP ink, so I don't think it's the cartridges.  I considered the printhead, but that looks good, too (although when viewed in the Print and Scan Doctor tool, it doesn't provide either the part or serial number).

Things I’ve tried:

-New cartridge.

-Turn it off, wait a couple min, then turn it on.

-Unplug the power cable from both the printer and the wall.  Hold power button for 1 min to completely discharge.  Wait few min, then plug cord into printer first, then wall.

-Remove, check, and reseat printer head.

OTHER NOTES

-When searching for the drivers and software for the printer, HP.com detected OS Win 10, but my laptop runs Win 11.  The two sets look identical except Win 10 software and drivers included ePrint setup and firmware update, but not for win 11.

-All firmware is up to date.

-It is online and scanner works wirelessly.

I've attached some images.
 

[BeemerBiker]

Win10 drivers will work fine, even windows 7

If I understand that last image, it appears you have non HP ink.  

Do you have an instant ink subscription for this printer?

Possibly the printheads are not making good contact.  Did you check the QR code?

Does it work if you put the old ink back in?

If problem with printhead watch this video.  Maybe it can be cleaned

https://www.youtube.com/watch?v=i-IluLvFkH0&ab_channel=HPSupport

[Tech_Novice]

The old cartridges work as far as not giving me the error other than telling me that the cartridges are depleted.  I do not have an Instant Ink subscription, but the new cartridges I bought at Staples are supposedly HP.  Here is a pic of what I bought.  For some reason, my camera won't scan the QR codes. so I'll work on getting that, but in the meantime, I'll watch the video regarding the printhead in the link you sent.

[BeemerBiker]

I went here to look for your ink

https://www.staples.com/950xl/directory_950xl

I did not see the exact box that looked like yours. 

The two offered were HP and Remanufactured.

The non-oem  listing for 4 pack reviews showed that about half of the reviews said it did not work

This is what staples said.  The URL is http and is not https so there may be a warning if you click on it.

We truly apologize you are experiencing issues. This sounds like a firmware related issue due to your printer forcing a firmware update. Please visit our Cartridge Support site: www.cartridge-support.com for troubleshooting help or call our support team at 1-877-228-3128 and we can assist you in resolving any issue you are experiencing with the product. Thank you!

Here is what staples shows for the ink problem and the pictures matches the photos you have

if you click on Ink Cartridge Damaged there is a warning that the firmware is not allowing the ink to be used

if you click on Cartridge Indicates missing/damaged/xxxx

you get a video and instructions showing how to clean the printhead.

see if the video helps

I did find your exact ink package at ebay except for the expiration date

https://www.ebay.com/itm/224191960011

The staples web page said there were repackaging their OEM ink 

I suspect the ink you got is not genuine but you might try cleaning the printer. If the old ink works then cleaning will not help.   I think staples is getting rid of the non-hp ink and the new packages show the ink is remanufactured which is truthful advertising.  

Just my .02c opinion

[BeemerBiker]

I was looking at the photos and they all indicated the ink is genuine HP

Can you take a picture of one of the cartridges that is not working and email it to me?  send it full size so i can examine the QR code.

josephy AT stateson DOT net

Sorry you are having this problem.

Thank you.

[Robsing]

I have the exact same problem, including the fact that I purchased the cartridges from Staples, returned them and got another box.  Same problem.  Has anyone given you a solution? My printer is out of warranty, so apparently I can't speak with a live person at HP.  Very frustrated!!!

[Tech_Novice]

Hi, Robsing.  Unfortunately, I have not found a solution, yet.  The guy at Staples said that it is probably the printhead rather than the ink cartidges and that my best option is to probably buy a new printer at this point.  He said printers these days are only built to last about 6-8 years.  I bought mine used from my old boss about 10 years ago and I think he had it for a couple years before that.  It has been a reliable printer up until this point, so I'd like to keep it if I can.  I've tried every solution I could find online, but nothing has worked so far.  I removed the printhead and let it soak in distilled water as one video described.  Some ink diffused out, but that didn't help anything.  Unless someone on here can offer something I haven't tried yet, my next and final attempt will be to try to gently flush out the printhead by using a syringe and some tubing connected to each of the ports.  If that doesn't work, I guess I'll be forced to start shopping for a new one.  😞

[Tech_Novice]

Hi, BeemerBiker.  Did you get my email?  I never got a response.  I'm guessing perhaps you just hit a dead-end with my issue?