error code 11-1114

[ChloeLM]

Hi, I've got a brand new HP Envy 5010 InkJet.

I'm getting an Error Code: 0XC8190022 

I've tried google and the forum but I couldn't find anything that was helpful. When I hold down the power button it does nothing so I have to unplug from the main plug. I don't know what else to do.

[jabzi]

Hello, 

Please try the below steps ..

1. Turn on the printer.
2. Wait until the printer is idle and silent before you continue.
3. Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.
4. Remove the ink cartridges from the printer.
5. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
6. Wait at least 60 seconds.
7. Plug the power cord back into the wall outlet.
8. Reconnect the power cord to the rear of the printer.
9. Turn on the printer, if it does not automatically turn on.
   The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
10. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
11. Reinsert the ink cartridges, and then close the ink cartridge access door.
12. If you receive a prompt to print a calibration page, do so.
13. If you disconnected the USB cable, reconnect it to the rear of the printer.
14. Try to print.
15. If the issue still persists, its time to get the printer serviced. You may have to contact HP Customer Support usilng the url:  http://www.hp.com/go/contacthp

[ChloeLM]

I have done what you advised. I can't get the ink out though as the tray does not move aside for me to access it.

I have had it disconnected from the power all night.

I've just plugged it back in.

It's already on, doesn't give me the option to press the on/off button.

It cycles through warm up, then the screen goes purple, then I get the error code:

 OXC81 90022 HW_MCASIC_HEAL

It then restarts itself. It warms up, then I get the error code again.

I've only had this printer a month so how can it need a service?

Can you or anyone else advise what to do please?

[jabzi]

Hello, 

While the printer is On , open the cartridge access door.

Try pulling the carriage ( cartridge holder ) to left, and then right and back to the cartrige insert area. Remove the cartridges.

If the carris still stuck and if you are not able to remove the cartridges, i guess its time to Service the printer.

Contact HP Tech Support for further assistance which could result into printer replacement. Use the below URL to contact HP Tech support ( USA ).

https://support.hp.com/us-en/contact/printers

If you are not in USA , then in the above contact page, at the bottom you'd find "Country/Region" to select your region.

[ChloeLM]

We couldn't remove the cartridges but I don't know how it needs servicing as it's only 2 months old? 

[jabzi]

Hello, 

Its a carriage Jam, which cannot be cleared. Since you have tried all the possible steps, i'd suggest you to contact HP Tech Support for further assistance. 

If you are in USA, then there would be a printer replacement for in-warranty printer.  Warranty of the printer is 1 yr from date of purchase.

https://support.hp.com/us-en/contact/printers

[ChloeLM]

When I click the link I get "HP Customer Support site is temporarily unavailable" so that's not helpful.

[ChloeLM]

I am in the UK and the website you're giving me a link to doesn't work. I am getting the message "Service Unavailable - DNS failure

The server is temporarily unable to service your request. Please try again later."

[jabzi]

Hello ,

Please try the below url

https://www8.hp.com/uk/en/contact-hp/phone-assist.html

[ChloeLM]

Thanks for all your help.