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

[CFARNE]

HP Officejet Pro 8620 e-All-in-One Printer series

I just purchased new cartridge for the printer and it says Printer Failure There is a problem with the printer or ink system. Turn printer off, then on. If problem persist, contact HP.

This has never happen before.

It is extremely frustrating after buying a new cartridge and it won't work.

[Kuroi_Kenshi]

Hi @CFARNE,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding printer!  

We're thrilled to have the opportunity to assist you and provide a solution.

Hey there! It looks like your printer’s ink system is having a bit of a meltdown, no worries, we’ll get it back on track. Let’s roll up our sleeves and try a few troubleshooting steps to clear things up. Follow along, and we’ll have that printer humming again in no time!

1. Restart the Printer – Turn off the printer, unplug it for 60 seconds, then plug it back in and turn it on.
2. Check the Cartridges – Remove and reinsert the cartridges properly. Make sure they are installed correctly.
3. Clean the Cartridge Contacts – Use a dry lint-free cloth to wipe the gold-colored chip/contact on the cartridges.
4. Use Genuine HP Cartridges – If using third-party ink, try a genuine HP cartridge instead.
5. Check for Leaks or Damage – Inspect the cartridges for any visible leaks or physical damage.
6. Update Printer Firmware – Go to HP’s website, check for firmware updates, and install them.
7. Reset the Printer – Unplug the printer, hold the power button for 30 seconds, then plug it back in.
8. Run a Printhead Cleaning – If the printer allows it, run a printhead cleaning from the printer menu.
9. Hard Reset – Remove all ink cartridges, unplug the printer for 10 minutes, then reinstall everything.

If your printer is still being stubborn after these steps, let me know, and we’ll take a deeper dive into some advanced fixes. We won’t let a little ink drama get in the way of your prints!

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[CFARNE]

Thanks for your response Kenji,

Before I contacted you guys I've done all these steps.

I am a technical person and would only contact you guys if I have exhausted every possible step and troubleshooting there is in the world.

The new cartridge is genuine HP and  it updated the firmware it restarted and showed the error: 

"HP Officejet Pro 8620 There is a problem with the printer or ink system Turn the printer off, then on"

The ink was so expensive and it went unusable, this is so frustrating. I should have purchased a new printer instead.

Thanks,

Caesar

[CFARNE]

Any update?

[Sneha_01]

Hi @CFARNE,

Thank you for your response, Step 1: Check the ink cartridges for leaks

• To find your cartridge number and to purchase ink or toner supplies, go to HP Store or a local retailer. Make sure you are using the correct genuine HP ink or toner supplies for your printer. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
• If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to Printer and Page Yield Overview, and then review the limited warranty information for your supplies.
• Open the door to access to the ink cartridges.
• Wait until the carriage stops moving before you continue.
• Remove an ink cartridge, and then inspect the ink cartridge for leaking ink.
• If the ink cartridge leaks, replace the ink cartridge. If the ink cartridge is not leaking, insert the ink cartridge into its slot.Repeat these steps for the other three ink cartridges.
• Close the ink cartridge access door.
• If the error message persists, continue to the next step.

Step 2: Reset the printer

• Resetting the printer might clear the error message.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• If the error message persists, continue to the next step.

Step 3: Check the carriage for a printhead latch

• Open the door to access to the ink cartridges, and then determine if the carriage inside the printer has a printhead latch.
• If your carriage has a printhead latch, continue to the next step.
• If your carriage does not have a printhead latch, skip to Service the printer

Step 4: Reseat the printhead up to three times

• To clear the error message, you might need to reseat the printhead up to three times.
• Open the door to access to the ink cartridges.
• Wait until the carriage stops moving before you continue.
• Unplug the power cord from the rear of the printer.
• Lift the carriage latch, slightly lift the printhead, lower the printhead back into the carriage, wiggle the printhead left and right, and then lower the carriage latch to lock the printhead into place. Close the ink cartridge access door.
• Reconnect the power cord to the rear of the printer, and then check the control panel for the error message.
• Sometimes error messages persist after inserting the printhead. If the error message persists, repeat the steps to reseat the printhead up to three times.

I hope this helps.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.