Problem with printer or ink system. Have tried to turn printer on and off several times. The same message appears each time. Please advise.

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Customer

Problem with printer or ink system. Have tried to turn printer on and off several times. The same message appears each time. Please advise.

Last updated 12/16/2016

Ferdinand Aquino

HP Technician

Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with HP nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated 12/15/2016

Ferdinand Aquino

HP Technician

Hi Pearl,

Thank you for waiting,

Can you tell me what started this problem?

Have you changed your ink cartridges?

Posted 12/6/2016

Customer

Have tried turning on and off and same message continues

Posted 12/6/2016

Ferdinand Aquino

HP Technician

I see,

Can you tell me the Model of the printer?

Posted 12/6/2016

Customer

Model 8610 Serial # CNX57SOOFD

Posted 12/6/2016

Customer

Have changed ink cartridges. Also turning off and on.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Ok Please give me few minutes and I will post some instructions here.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

OK,

First lets try cleaning the Print head.

Remove all the ink.

Then remove the printhead to clean it.

Clean these two

Put them back, Restart the printer and let me know how it goes.

Posted 12/6/2016

Customer

Removed all ink, cleaned print head with care and restarted. Message now stated ink cartridge appears to be damaged even though it is a brand new cartridge. Did replace with two new ink cartridges and message is the same. Don't have a third set of new ink cartridges to try. I really don't want to go buy more ink cartridges if later I purchase another printer.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Try cleaning the ink contacts as well.

The ink cartridge will have the copper connector that links to the print head.

the printhead and cartridge are very sensitive in terms of their connection and that error is just one of the result i believe.

tried cleaning them again and restart the printer ater putting them back

Let me know how it worked out.

Posted 12/6/2016

Customer

An additional question. What is recommended to use to clean the print head?

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Just a damp towel would be fine.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Hi Pearl,

Any update so far?

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Hi Pearl,

Any update so far?

Is the printer working fine now?

Posted 12/6/2016

Customer

Used damp towel to clean. Message continues to be the same. Looks as though I have to go purchase another set of ink cartridges and hope for the best. If it doesn't work, I'll have to get another printer or another brand. At this point since I don't have another ink cartridge to try, I have go purchase another.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Can you remove the ink from the printer for at least 24 hours and put all back togother see if that will work.

That worked for other users. It will drie up anything that the printer is detecting that is wrong in the connection.

Can we do that and continue tomorrow?

Posted 12/6/2016

Customer

Yes, I'll remove the ink from the printer for 24 hours and put all back together and we will see it that works for me as it has worked for othe users. Thank you for your help. I'll let you know tomorrow.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Ok, I'll keep this case open then,

Thanks!

Posted 12/6/2016

Customer

Thank You.

Posted 12/6/2016

Ferdinand Aquino

HP Technician

Hi Pearl,

Tried calling your number but got to your voicemail.

Do we have an update about the printer status?

Please let us know what happen through this page.

Ill be waiting for your response

Thanks

Ferdinand

Posted 12/8/2016

Customer

Allowed the ink to dry for 24 hrs as was suggested and the result was the same. Message was the ink cartridges must be damaged even though they were all new. Consequently decided to purchase another printer which will be connected tomorrow the 9th. Thank you for your help. Have a good holiday.

Posted 12/9/2016

Customer

Thanks for your help. I did not purchase another HP Printer.

Posted 12/11/2016

Ferdinand Aquino

HP Technician

Hi Pearl,

Can you tell us if the printer is working ok now?

I'll be standing by.

Posted 12/11/2016

Customer

Printer is not working, consequently a new printer (not an HP) was purchased

Posted 12/14/2016

Ferdinand Aquino

HP Technician

Dear Pearl, It was a pleasure helping you with your HP issue today. Here is a summary of the resolution.
Issue identified : Problem with ink system
Solution Implemented : Tested printer for Printhead failure

Advised customer about printhead failure and Printer replacement

Answer Accepted

If issue resurfaces : If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted 12/16/2016

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Problem with printer or ink system. Have tried to turn printer on and off several times. The same message appears each time. Please advise.

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