Supply System Problem - OfficeJet Pro 9025e

[DisatisfidCust]

HP OfficeJet Pro 9025e - Supply System Problem

Printer is only used about once month, a few printed pages.  If including other occasional uses, average about 5 pages a month.

Printer is out of warranty, unsurprisingly.  Can't remember exactly when we bought it, sometime between fall 2020 and fall 2021 (I'm leaning towards sometime in 2021 because I wouldn't have gone to a store in fall of 2020.)

Because HP packaging wasn't clear as to whether it included full ink cartridges or low supply setup cartridges, I bought HP ink cartridges when I bought the printer.  The included color cartridges lasted over a year, all three being replaced sometime in 2022 or early this year.  The included black cartridge ran out just a month ago.

The replacement black cartridge "expired" October 2022. It's still liquid, should still work, unless HP has hardcoded the printers to not accept out of date ink (see comment about HP packaging not being clear about included ink.) 

This is when the "Supply System Problem" message appeared. So, I've tried all the suggestions: reseat the cartridge, wiggle it around, unplug the printer and wait 60 seconds (usually more) to "reset" the printers memory, checked for firmware update (there is none), clean the contacts.

Then I tried a new cartridge (bought this week (~Jul 14, 2023), expires in 2025. Still get the "Supply System Problem" error.  Tried all the steps again: reseat the cartridge, wiggle it around, unplug the printer and wait 60 seconds (usually more) to "reset" the printers memory, clean the contacts. STILL GET THE "SUPPLY SYSTEM PROBLEM" ERROR.

STILL GET THE "SUPPLY SYSTEM PROBLEM" ERROR!

This needs to be fixed. Doesn't matter if the printer is out of warranty.  It's very suspicious the printer fails after the very first black ink cartridge replacement.

[A_Gayathri]

Hi @DisatisfidCust,

Welcome to the HP Support Community

I understand you are getting an error message OfficeJet Pro 9025e Supply System Problem error. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Was there any recent update on the printer prior to the issue?
• Was there any paper jam or carriage jam issue on the printer recently?

While you respond to that, Let's perform a power drain: 

• 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 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 (This is important) 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

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document: HP OfficeJet Printers - Resolving 'Print System Problem', 'Problem with Ink System' Errors

 please follow the steps mentioned in this document: HP Printers - An 'Ink System Failure' or 'System Supply Problem' Error Displays

Hope this helps! Keep me posted. 

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!

[DisatisfidCust]

Yes, they are genuine HP cartridges. Admittedly, the first one had a warranty end date of October 2022, because I bought it when I bought the printer since the printer box was unclear that it came with full cartridges.  But, the second cartridge I bought just a little over a week ago at the printer's suggestion to fix the problem. I stated this in my initial message.

I don't know if there were any recent updates. The printer is set up to auto-update.

There was some sort of carriage/paper jam error that happened out of nowhere about a month before this problem. The carriage seemed to be jammed to the side. It fixed itself, and successfully printed several pages before the Supply System Problem. The carriage is moving just fine now.

I've down all the power reset steps multiple times.  Again, I wrote this in my initial message. The only step I hadn't down was hold down the power button while unplugged. This was not listed in other resolutions I found.  I'm surprised I didn't think of this, it's something we use to do with laptops.  Anyway, I've now tried this: the Supply System Problem is still occurring.

I've already checked for firmware updates.  There are none for this printer.  Again, for the third time, this was something I included in my initial message.  It's appearing as though you didn't actually read my message.

The documents linked are pretty much the same things as you suggested and which I've already tried multiple times, including unlatching and reseating the carriage (this was necessary to clean all contacts.) The only new thing is to replace the printhead.  I'm not buying a new printhead that costs as much as a new printer, for a printer that's less than 3 years old and has printed about 300 pages.

Any other possible fixes? If not, I'll be expecting a 50% refund for the printer, 100% refund for 2x 962XL black ink cartridges, and 50% refund on 3x 962 color cartridges.

[A_Gayathri]

@DisatisfidCust,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your 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.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!