"printer not able to use continuous ink" error message

[wainb]

I have owned an HP OfficeJet Pro 8720for about 5 years. Always used genuine HP cartridges. I am now getting a message to say the printer is not able to use continuous ink. I cannot print as a result. I have never used "continuous ink" and have changed no settings recently. I noticed also that my magenta cartridge emptied in a couple of weeks (and I rarely print in colour). I have tried resetting the printer, taking out all the cartridges and removing the power cable while printer was on and reinstalling after a few minutes, result is the same. Help???

[Gaya1239]

Hi @wainb ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are getting the "Printer not able to use continuous ink" error on your HP OfficeJet Pro 8720, combined with rapid depletion of your magenta cartridge, suggests an issue with the ink system or a potential misinterpretation of the printer's firmware. Here's how you can troubleshoot and resolve the issue:

1. Check for Firmware Updates Update the firmware on an HP printer

• Ensure your printer firmware is up to date. Sometimes, firmware bugs cause misinterpretation of the ink system.
  • Go to the HP Support website.
  • Enter your printer model (OfficeJet Pro 8720).
  • Download and install the latest firmware update.

2. Inspect and Clean Cartridges

• Remove all cartridges and inspect them for damage or leaks.
• Clean the electrical contacts on the cartridges and inside the printer using a lint-free cloth lightly moistened with distilled water or isopropyl alcohol.
• Reinsert the cartridges, ensuring they click into place properly.

3. Perform a Hard Reset

• Turn the printer on and unplug the power cable while it is still on.
• Wait for 5 minutes.
• Plug the power cable back in and turn the printer on.
• Check if the error persists.

4. Inspect for Ink Leaks or Clogging

• Since the magenta cartridge depleted unusually fast, check if there is any ink pooling or leaking in the cartridge slot.
• Run a printhead cleaning cycle via the printer's menu:
  • On the printer control panel, go to Settings > Maintenance > Clean Printhead.
• Print a diagnostic report to check for print quality issues.

5. Disable Instant Ink if Enrolled

• If you were enrolled in HP's Instant Ink program and have canceled it, the printer might still be trying to communicate with the service.
  • Check your HP account to ensure your subscription is properly canceled.
  • If you aren't enrolled, skip this step.

6. Reset Printer to Factory Settings

• Resetting the printer to factory settings can sometimes clear persistent errors.
  • On the printer control panel, go to Setup > Printer Maintenance > Restore Factory Defaults.
  • Follow the prompts to complete the reset.

7. Test with New Cartridges

• If the error persists, try installing a new set of genuine HP cartridges. It's possible that one or more cartridges have developed an issue even if they are genuine.

I hope this helps. 

Take care and have a good day.

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!

[wainb]

Thank you for the details instructions. Tried them all with no success.

On examining the print head it was clear that the (genuine) HP Magenta cartridge had leaked all through the print head and contaminated it. As a result when I put in another (genuine $46AUD) HP Magenta cartridge it was not recognised. The print head cannot be cleaned sufficiently to give it a chance to work, as it is impossible to access the part of the head that needs to be cleaned.

I had put 4 new XL cartridges in only 2 days beforehand. Printer is now useless and I am throwing away new cartridges as well. Not a particularly good result. Looking elsewhere than HP.

[Gaya1239]

Hi @wainb ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for 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!