Smart tank 790 stuck on checking ink tanks loop/error

[EMA_7]

My printer needed new black ink for the first time.  I refilled it with HP ink.  The color inks are still full.  Although the black ink is full, the printer went into a "checking ink tanks" loop forever that eliminates the ability to press any buttons (cannot reset factory settings, check wifi, update, nothing).  we have turned off the computer and disconnected it from electricity - multiple times for many minutes.  NOTHING is helping and we are unable to get any support or help or answers.  It was previously showing a "fill ink" message - again no error code - and it was a mistake since all inkwells are full.  

[Nal_NR]

Hi @EMA_7 

Welcome to the HP Support Community. 

I'd be happy to help you! 

It sounds like your Smart Tank 790 printer is stuck in a loop or displaying an error message related to checking ink tanks. Here are some steps you can try to resolve the issue:

• Check Ink Tank Installation: Ensure that all the ink tanks are securely and correctly installed. Sometimes, a loose or improperly installed ink tank can cause this problem.
• Update Printer Firmware/Software: Outdated firmware or printer software can sometimes cause connectivity issues. Visit the HP website and check if there are any firmware or software updates available for your printer model. If updates are available, download and install them.
• Check Wireless Connection: If your printer is connected to a wireless network, ensure that it is properly connected to the same network as your computer or device. You may need to reconfigure the wireless settings on your printer.
• Restart Your Router: Sometimes, network issues can cause connectivity problems. Restart your wireless router to refresh the network settings.
• Try updating firmware by selecting your current OS. Click here

If this does not help, I recommend you contact phone support for hardware issues.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

Hope this helps! Keep me posted for further assistance.
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!

[EMA_7]

Because I was stuck in a loop i could not access any buttons on the screen to check wifi, reconfigure settings, update hardware etc.  In this case - ink tanks were secure, router was restarted several times, printer was restarted several times.

When I called HP support, they told me to turn off the printer, then to press the on button for 30 seconds until 2 lights were flashing.  Then to press the X button 4 times in a row, then ?  then x then ?.  And that actually reset the printer.  I reconfigured everything, and it is back working.  I hope this "trick" helps people - it did come from HP support.

[Nal_NR]

Hi @EMA_7 

Fantastic 🙂 I truly appreciate your time and patience and am happy to know that the issue resolved. 

If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!