"cartridge problem" error message

[slodave]

Several days before the error message showed up, I got a notice that the yellow catridge was low. Later, while printing, i got the cartridge problem error message which indicated the magenta cartridge was missing.  I took it out and replaced it and then the error message showed all four cartridges missing.  I followed the instructions  from the Print Doctor to no avail.  The error message shows the magenta circle smaller than the other three.  The recommeded solution is to replace all the cartridges, which I am reluctant to do since they were all working well before this event and I do not want to invest that sum of money and find out the printer still doesn't work.    It may be more propitious to spend it on a new printer, even though the current one, while out of waranty, is still relatively new.

[KrazyToad]

@Goti

Welcome to HP Support Community

Please remove the cartridges, clean the electrical contacts with lint-free cloth and perform a printer reset

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) 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.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed

Then update the Firmware from this Link: https://support.hp.com/us-en/drivers/selfservice/hp-officejet-pro-8620-e-all-in-one-printer-series/5... and put back the cartridges

Keep me posted how it goes 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[slodave]

Thanks KrazyToad for your 3/1o/19 for your reply. 

I followed your instructions  to reset the printer and reinstall the software/firmware from the address you included.  I have reinstalled the software on my previous HP All-In -One, but this reinstallation was different in that it did not includie the removal of the old software.

In any event, the reset procedure did not solve the problem and remove the immovable "cartridge problem" error message from the printer's screen.  

This error message shows small round colored dots for the four ink cartridges, except that the magenta dot is about 1/2  diameter of the others which are all the same size.  Does the size difference have a meaning in this instance.

Slodave

[KrazyToad]

@slodave

At this point I would request you to contact HP Support for replacement cartridges

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

[slodave]

Thank for your input. 

I checked with the replacement of all the ink cartridges and it would cost about  $120.  If these do not solve the problem then the $120 is down the drain, which could have been used to buy a new all-in-one. 

As I asked before: What is the significance of the smaller colored circle for the magenta cartridge being shown on the cartridge problem error message? Does it indicate the magenta cartridge is defective or it is clogged up in that part of the cartridge basket?  In other words, if I get a new magenta cartridge and/ or clean out the basket, could it solve my my problem?

slodave

[atharva_gp · Accepted solution]

@slodave,

The smaller colored circle might be indicating that the magenta ink cartridge may be defective or may not be detected correctly by the printer head.

I would suggest you clean the ink cartridges and re-seat the print head before replacing them.

Please follow the steps below:

Step 1: Remove the ink cartridges and clean them.

• Gather the following materials:

  • A clean, lint-free cloth or a clean, dry cotton swab

  • Distilled or bottled water

• Open the ink cartridge door.
•  
• Wait until the printer is idle and silent before you continue.
• Push in on the front of one of the ink cartridges to release it, and then pull the ink cartridge toward you to remove it.
• 
• Remove all the ink cartridges
• Close the ink cartridge access door.
• Lightly dampen a clean, lint-free cloth with bottled or distilled water.
• Gently wipe the copper-colored contact on one of the ink cartridges.
• 
• Wipe the contact with a dry, lint-free cloth. Wipe all the ink cartridges.
• Carefully reinsert each of the ink cartridges into its slot, and then push the ink cartridge down and forward until it clicks into place.
• 
• Close the cartridge access door. If the issue persists. proceed to the next step.

Step 2: Remove & Re-seat the printer head up to 3 times.

• Follow the instructions on this video(0:55s to 3:50s) to re-seat the printer head.
• Try re-seating the printer head up to 3 times if the issue persists.

Let me know if this helps or if you need any 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.

[slodave]

Many thanks for your recent reply that solved my problem.

I removed the cartridge holder and wiped off the copper connectors that appeared a little dirty, and cleaned the connectors on the cartriges for the umpteenth time and reinstalled the cartridge holder and got results on the first try.

I,ve aliigned the printer and cleaned the printheads and it prints just like it came out of the box.

Again, thanks for your help!

slodave

[atharva_gp]

@slodave,

Glad that the issue is resolved.

Please feel free to reach us back if you need any further help.

Cheers!