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I recently replaced the colour cartridge on my printer with a genuine HP cartridge. Now I cannot use the printer at all because it is stuck on the ‘Now printing alignment page…’ step. I have restarted the device, reset it by unplugging, waiting and reconnecting directly to the power socket, trying another genuine cartridge, removing both cartridges and performing a reset. Nothing works. I just get back to the same step and then nothing.

On one occasion the alignment page did print but then the process got stuck at the scanning stage.  And for a short period I had an error message giving code OXC4EB827F, which was even worse because I couldn’t even access the cartridges!

How do I resolve this? I’m so frustrated that I’m considering throwing the machine out and buying a new one; the only thing stopping me is the suspicion that this is precisely what HP wants me to do (€€€)…

5 REPLIES 5
HP Recommended

Hi @ChrisGadd,

 

Welcome to the HP Support Community.

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

 

I see that you are facing an issue with your printer.

A) Please follow the steps below to perform a power drain on the printer.

 

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

 

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that fixes the issue.

 

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!

 

I hope this helps.

Take care and have a good day

 

Irwin6

HP Support

Irwin6
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

HP Recommended

Thank you. I have already completed all these steps but they have not resolved the problem.

HP Recommended

Hi @ChrisGadd,

 

I am sorry to hear that the above steps did not help much.

The support here is limited and this issue might require one-on-one interaction to fix it.

 

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

 

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

HP Recommended

Thank you. The only private messages I can see are ones telling me you have closed my case because I did not reply to you quickly enough.

HP Recommended

Hi @ChrisGadd,

 

I am sorry to hear that the above steps did not help much.

The support here is limited and this issue might require one-on-one interaction to fix it.

 

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

 

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.