new ink cartridges give "printer failure" message. Put old cartridges back in and error goes away

[ernst5]

Install new ink cartridges into Office Jet Pro 8620 printer and get error message "printer failure - problem with ink system or ...."  Reinstall old cartridges and error message does not appear.  Front of cartridges with plastic notches seem to be different.

[Kuroi_Kenshi]

Hi @ernst5,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding Printer cartridge!  

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

It looks like your HP OfficeJet Pro 8620 is rejecting the new ink cartridges, likely due to incompatibility or a cartridge recognition issue. Try these steps to fix the problem:

Verify Cartridge Compatibility

• Make sure you are using the correct cartridges for the HP OfficeJet Pro 8620:
  HP 950 / 950XL (Black)
  HP 951 / 951XL (Cyan, Magenta, Yellow)
• If the notches look different, you might have purchased the wrong cartridges (for a different model).
• refer to this link: Which cartridges work with my HP printer? | HP® Support

Clean Cartridge Contacts

1. Turn off the printer and unplug it from the power source.
2. Remove the new cartridges and check for any protective plastic still covering the ink nozzles.
3. Use a lint-free cloth lightly dampened with distilled water to clean the gold contacts on the cartridges.
4. Also, clean the contacts inside the printer where the cartridges sit.
5. Let it dry for a few minutes, then reinstall the cartridges.

Reset the Printer

1. Remove all ink cartridges.
2. Unplug the printer from power and Wi-Fi/router for 10 minutes.
3. Plug it back in and wait for the printer to prompt you to install ink.
4. Insert the new cartridges again and check for errors.

 

 

[Kuroi_Kenshi]

Update Printer Firmware

If the printer doesn’t recognize the cartridges, it may need a firmware update:

1. Go to HP’s website: HP Support – Software & Drivers.
2. Download the latest firmware for your printer.
3. Install the update and restart the printer.

Try a Different Cartridge Set

If the error persists, the cartridges might be:

• Defective (return/exchange them if recently purchased).
• Non-genuine HP cartridges (which can cause recognition issues).

Try replacing them with a genuine HP 950/951 ink set.

Let me know if you need more help! 😊

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Best regards,