stuck on genuine ink cartridges installed screen

[chiwi]

Hi, my mum has a HP office jet pro 6830. Currently the problem with the printer is the touchscreen window has a message displayed saying "genuine ink cartridges installed"  and has a button for me to press "ok" however pressing "ok" has no reaction.

Now, i have looked at other threads on this website and found a similar issue which could be resolved by simply unplugging the printers power cable. This did work for about 5 seconds before the message would pop back up again once the printer was powered back on.

We have even tried buying brand new cartridges to see if this would resolve the issue however it did not.

Any help would be greatly appreciated.

[Roopa-S]

@chiwi

Thank you for being a part of HP Forums,

It’ll be an honor to guide you through the steps needed to identify your concern and/or address your query.

If this is a new printer and first time printer setup make sure that the sticker on the display is removed. 

Please follow these steps to perform printer reset:
Turn on the printer.
Wait until the printer is idle and silent before you continue.
Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.
Remove the ink cartridges from the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
Wait at least 60 seconds.
Plug the power cord back into the wall outlet.
   NOTE: HP recommends connecting the printer power cord directly to a wall outlet.
 Reconnect the power cord to the rear of the printer.
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.
Reinsert the ink cartridges, and then close the ink cartridge access door.
If you receive a prompt to print a calibration page, do so.
If you disconnected the USB cable, reconnect it to the rear of the printer.
 

If issue persists, try the steps below: 

Clean the ink cartridge vents and contacts

Update the printer firmware

For instruction: Click here

Keep me posted.

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