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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31294
Experience:  Printer and scanner problem resolver for over 15 years
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I am getting an error message that I don't understand and

Customer Question

I am getting an error message that I don't understand and can't find any info on: "The printhead appears to be missing, not detected, incorrectly installed, or incompatible." Nothing has changed since last time I printed, but it's refusing to print now
JA: Just to clarify, what's the exact make and model of your machine?
Customer: HP OfficeJet Pro 8610
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Mac, an iMac on OS 10.7.5
JA: How long has this been an issue? What happened right before this popped up?
Customer: It hasn't been an issue until just now it sent the document to the queue and then gave me that error message
JA: Anything else you want the printer expert to know before I connect you?
Customer: I've tried turning it off and turning it back on but it didn't help
Submitted: 24 days ago.
Category: Printers
Expert:  Richard replied 24 days ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 24 days ago.
I did unplug it and wait a few minutes but I will try ten and get back to you
Expert:  Richard replied 24 days ago.

thank you

Customer: replied 24 days ago.
I just plugged it back in and have the same error message on the screen
Expert:  Richard replied 24 days ago.

Thanks

Can you remove the ink from the printer then power it off.

then using a Q-Tip with cleaning alcohol (or warm water if you do not have any), clean out the areas where the ink goes in.

Then use a damp cloth and wipe down the inside of the printer.

Once done, let it dry for 10 minutes

Then put the ink back in, power it on and tell me if it then prints correctly please

Customer: replied 24 days ago.
Just to be clear, the WHOLE inside of the printer? Or just the part where the cartridges go?
Expert:  Richard replied 24 days ago.

where the cartridge goes in please

Customer: replied 24 days ago.
I couldn't power it off without the cartridge disappearing, but I've done everything else and the error is still there. Should I unplug it again? I can't power it off and haven't been able to because it says it's calibrating (even though it isn't doing anything).
Expert:  Richard replied 24 days ago.

power it off when the cartridges are in the middle please

Customer: replied 24 days ago.
With the cartridge door open and the cartridges in?
Customer: replied 24 days ago.
Hello? Now what? How long should it stay off?
Expert:  Richard replied 24 days ago.

now you do the instructions I gave you, which I repeated below

using a Q-Tip with cleaning alcohol (or warm water if you do not have any), clean out the areas where the ink goes in.

Then use a damp cloth and wipe down the inside of the printer.

Once done, let it dry for 10 minutes

Then put the ink back in, power it on and tell me if it then prints correctly please

Customer: replied 24 days ago.
With the power off, I can't get to the ink cartridge to clean it out.
Customer: replied 24 days ago.
It doesn't stay in the center but moves back
Customer: replied 24 days ago.
This is not helping me.
Expert:  Richard replied 24 days ago.

you can move it to the middle by hand if it will not stay

Customer: replied 24 days ago.
Message is still there
Customer: replied 24 days ago.
Let's forget this, I will try something else.
Expert:  Richard replied 24 days ago.

Thanks

It is the internal printhead that has faulted, this confirms it

I am really sorry about this and you are going to have to return the prrinter to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

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