Re: I bought new HP ink cartridges and now it says printer failure. I did troubleshoot, didn't fix

Hi @RA-EL 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

It sounds like you're encountering a "printer failure" notification after installing new ink cartridges in your HP OfficeJet Pro 8620 e-All-in-One Printer. Since the issue resolves when you revert to the old ink cartridges, it suggests that there could be a compatibility or issue with the new ink cartridges you're using.

Possible Causes for Printer Failure:

Cartridge Chip Issue:

• New HP cartridges have a chip that communicates with the printer. If there's an issue with the chip (e.g., damaged or defective), the printer might fail to recognize the new cartridges properly, leading to an error.
• The chip might not be correctly seated or could be faulty, even if the cartridges are brand new.

Firmware/Software Conflict:

• Sometimes, printer firmware can cause issues with recognizing new cartridges. An outdated firmware version could be blocking the proper recognition of the cartridges.
• HP may have released updates to address cartridge recognition issues or improve compatibility.

Faulty Ink Cartridge:

• Although the new cartridges are fresh out of the box, there is always the possibility of receiving defective ink cartridges. In this case, swapping for a new set would be necessary.

Printhead Issue:

• While you’ve reseated the printhead, sometimes a printhead cleaning or further maintenance may be required. It’s possible the printhead is partially blocked or malfunctioning, preventing the printer from recognizing the new ink cartridges.

Steps to Resolve the Issue:

1. Check the Ink Cartridge Compatibility:

• Ensure that the new ink cartridges are HP 950/951 or compatible alternatives and are genuine HP products. Non-HP cartridges might cause compatibility issues and errors.

2. Check Cartridge Chips:

• Inspect the chips on the cartridges for any visible damage or defects. If possible, clean the chip contacts gently with a lint-free cloth. Be careful not to touch the chip with your fingers to avoid static damage.
• Try reseating the cartridges once more to ensure the chips are properly aligned with the printer’s contacts.

3. Update Printer Firmware:

1. Go to the HP support page.
2. Search for your printer model (HP OfficeJet Pro 8620).
3. Look for the firmware update section and follow the instructions to update your printer’s firmware.

• If you have the HP Smart App installed, you can check for firmware updates directly through the app.

4. Clean the Printhead:

• Go to the printer’s control panel and select Maintenance> Clean Printhead.
• Follow the on-screen instructions to clean the printhead, which could resolve the issue.

5. Perform a Printer Reset:

• If none of the above resolves the issue, perform a hard reset on the printer:
  1. Turn off the printer and unplug the power cable.
  2. Wait for about 30 seconds.
  3. Plug the printer back in and turn it on.
• After rebooting, try installing the new ink cartridges again to see if the error clears.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support