Printer failure-problem with the printer or print system

[baron7]

My printer has been working fine, but abruptly stopped with the error message, "printer failure-problem with printer or print system . . ."  Other posts say that this is a printhead problem and the printer needs to be replaced.  Is this the only possible problem associated with this message?  Is this the only alternative?

Thank you 

[Jeet_singh]

Hi @baron7,

Thank you for posting on HP Support Forums. It is a great place to find the help you need, from other experts, and other support personnel. For you to have the best experience on the HP Forums, you can also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand you are getting an error on your HP OfficeJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Have you tried to clean the cartridge contacts as well the carriage rollers?

Are you using genuine HP ink cartridges or refilled cartridges?

Have you tried to update the firmware?

In the meantime, let's start off by performing a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.
Remove all the ink cartridges and then try to perform a Hard reset on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
Remove the USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if that works.
 
Let's first try and make a "photocopy" to determine where the issue is with the printer or not. Place a document on the scanner glass and choose "Copy" option. If the printer is making a good copy, then the printer hardware is fine.

If your printer is connected wirelessly, make sure temporary connect the device with USB and then follow the link and install the latest firmware update for your printer, using this link: http://ftp.hp.com/pub/softlib/software13/printers/OJP8600_N911a_R1545A.exe

For more details, please follow the steps suggested in the support document for - HP OfficeJet Printers - Resolving 'Problem with Ink System' Error

I hope this should help to resolve this issue. Let me know how it goes for further assistance.

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.
If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.
 
Regards,

[baron7]

Jeet,

Thank you very much for your reply.

I followed the steps you described for the hard reset. When the printer turned back on and the ink cartridges were reinserted, I again received the same message on the touchscreen display as before:

"There is a problem with the printer or ink system.  Turn printer off, then on. If problem persists, contact HP."

As I cannot proceed further, please tell me if there is anything else that I can do, or if the printer needs to be replaced.

Thank you,

baron7

[Jeet_singh]

Hi @baron7,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps suggested and still having the issue, I would personally suggest this could be a printer hardware failure. I would recommend you contact our HP phone support for available service related options. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Regards,

[baron7]

Jeet,

Thank you for your reply.  I followed your instructions as closely as possible, but at the bottom of the "contact support" was the following:

"HP contact options

This product is no longer serviced by HP. You may search for possible solutions on this support website."

Consequently, there were no fields in which to put my contact information.  I had navigated to this spot before and, to the best of my ability, exhausted all available online technical support before posting on the forum.  Subject to your correction of my current belief, I assumed that telephone technical support for my product was not available.  Please advise.

Thank you.

[Jeet_singh]

Hi @baron7,

Thank you for replying,

I appreciate your time and efforts,

As I understand you followed the steps suggested and still having the issue, this clearly indicates a hardware failure with the printer. You did try to fill up the form to get the tech support number, unfortunately you are not getting the option. Don't worry I'll provide you with the number. I'm sending out a Private message with the reset instructions,
 
Please check your Private message icon on the upper right corner of your HP Forums profile 
Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage 
 
Please reply back on the public post as this Private message box is not monitored.
(The reason we are utilizing the private message is because the instructions are critical,
And we don't want it in the wrong hands, as the printer will be set back to factory defaults).
 Keep me posted,
Good Luck.