printhead wont move after I put printer head with "instant ink"

[johnsh12345]

So my printer showed "printer head missing or ....."

After I tried all the cleaning which doesn't solve the issue. I borrowed another printhead that comes from the same model to test if the printhead is broken. 

Now the screen showed:"cartridge only can use the initial installed." and the printhead is staying inside and won't move out after i open the door. so I cant change the printhead back. also, the touch screen is not working but stuck on that error.

How can i take that printhead out?

[TEJ1602]

@johnsh12345, Welcome to HP Support Community!
 

If you have already performed the steps from the document Error Indicates Faulty Printhead and the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

Hope this helps!

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!

[johnsh12345]

I did the steps from Error indicates faulty printhead.

but the problem is the printhead has been locked due to the "used instant printer cartridge"

It like HP detected I'm "stealing" instant printer cartridge and lock the printer down.

The Hp support is like a loop only allow me to talk to the virtual robot instead of talking to a real person.

[TEJ1602]

@johnsh12345

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.