Printer failure

[DonCheech]

My printer is giving the following message, "There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP." I have tried this trouble shooting to no avail. The message persists. I have cleaned the contact on the cyan print head that is causing the issue and it still will not work.

[DonCheech]

Update: I reinstalled the old empty cartridge and the error went away. I tried installing the one again and the error returned.

[Max3Aj]

Hi @DonCheech, Welcome to HP Support Community. 

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

It seems like the issue might be related to the new cyan ink cartridge you are using. Since the error message goes away when you reinstall the old empty cartridge, it suggests that there might be something wrong with the new cartridge itself, such as a defect or compatibility issue.

Here are a few steps to further troubleshoot:

Check for Cartridge Damage: Examine the new cyan cartridge carefully for any visible damage or defects, such as leaking ink or damaged contacts. If the cartridge looks damaged, consider replacing it with a new one.

Ensure Proper Installation: Double-check that the cyan cartridge is installed properly and is securely in place. Sometimes, a misalignment can cause issues.

Clean the Cartridge and Contacts Again: Even though you've cleaned the contacts on the print head, try cleaning both the cartridge contacts and the printer’s contacts once more. Use a lint-free cloth lightly dampened with water to gently clean both.

Reset the Printer: Perform a hard reset by turning off the printer, unplugging it from the power source for about 60 seconds, and then turning it back on.

Try Another Cyan Cartridge: If possible, try a different cyan ink cartridge to rule out a defective one.
 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted 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! 

Max3Aj

HP Support 

[DonCheech]

Unfortunately, I do not have a spare cartridge.

Full story, I bought an off-brand cartridge that I attempted to install. This caused the initial error. I then replaced that cartridge with the new HP cartridge, but the error has not gone away.

[Max3Aj]

@DonCheech, Thank you for your response. 

It sounds like the off-brand cartridge may have triggered a persistent issue with the ink system, which is not uncommon when switching between third-party and original HP cartridges. The printer may still be detecting a problem from the previous cartridge installation.

Try These Steps:

Power Cycle & Reset

• Turn off the printer and unplug it from the power source.
• Wait 5–10 minutes to allow any residual power to drain.
• Plug the printer back in and turn it on.

Check for Residual Off-Brand Ink

• Remove the cyan cartridge and inspect the slot for ink residue or debris.
• If you see any dried ink or smudges, gently clean the area using a lint-free cloth with distilled water.
• Let it dry completely before reinserting the HP cartridge.

Run a Print Head Cleaning

• On the printer’s control panel, go to Setup > Tools > Clean Printhead.
• If the option isn’t available, try running the cleaning through the HP Smart app on your computer.

Manually Reset the Ink System

• Remove all ink cartridges and close the cartridge door.
• Unplug the printer while it’s on and wait 10 minutes.
• Plug it back in, power it on, and wait for a "Missing Ink" error.
• Reinstall the HP cartridges one by one, starting with black, then cyan.

Check for Firmware Updates

• Go to HP’s support website and check if there’s a firmware update for your printer.
• Some older firmware versions may not reset properly after detecting non-HP ink.

Factory Reset (Last Resort)

• If the issue persists, performing a factory reset might help.

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Kudos/Thumbs Up” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support

[DonCheech]

I tried all the suggestions up to the firmware update. I downloaded the file and search the printer. It pops up but is grayed out and not selectable to update.

[DonCheech]

I even did the factory reset to no avail. The printer refuses to accept the new cartridge.

[Max3Aj]

Thank you for response @DonCheech. 

Since you've tried all the steps, including a factory reset, and the printer still refuses to accept the new HP cartridge, it's possible that:

1. The printhead has retained an error state from the off-brand cartridge.
2. The HP cartridge's chip is not being recognized properly.
3. There's firmware corruption or hardware failure in the ink system.

Final Steps to Try:

1️⃣ Force Firmware Update via USB

If the printer is grayed out in the update tool, try updating via a direct USB connection instead of Wi-Fi:

• Download the firmware update from HP’s website.
• Connect the printer directly to your PC via USB (not over Wi-Fi).
• Restart the update tool and check if the printer is selectable.

2️⃣ Remove & Reseat the Printhead (If Detachable)

If your OfficeJet Pro 8610 has a removable printhead:

• Remove all ink cartridges.
• Lift the latch and carefully remove the printhead.
• Wipe the copper contacts with a damp lint-free cloth.
• Reinsert the printhead and lock it in place.
• Reinstall the ink cartridges and power the printer back on.

3️⃣ Use HP’s "Single Cartridge Mode" Trick

• Remove all cartridges and close the door.
• Restart the printer and let it detect "Cartridges Missing".
• Insert only the black cartridge first and see if the printer recognizes it.
• Then insert the cyan cartridge separately and check for changes.

4️⃣ Replace the Cyan Cartridge (Possible Chip Failure)

• Even though it's an HP cartridge, there is a chance the chip is faulty or was locked out due to the previous off-brand ink.
• If possible, return it for a replacement or try another HP cyan cartridge.

At this point, if none of the above works, it’s likely a hardware-level failure in the ink system, and repair or printhead replacement may be the only solution. 

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Kudos/Thumbs Up” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support