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I am getting an error message that I don't understand and

Customer Question
can't find any info on...
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: 1 year ago.Category: Printers
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Answered in 2 minutes by:
11/15/2016
Technician: Richard, Technician replied 1 year ago
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 39,531
Experience: Printer and scanner problem resolver for over 15 years
Verified

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

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Customer reply replied 1 year ago
I did unplug it and wait a few minutes but I will try ten and get back to you
Technician: Richard, Technician replied 1 year ago

thank you

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Customer reply replied 1 year ago
I just plugged it back in and have the same error message on the screen
Technician: Richard, Technician replied 1 year 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

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Customer reply replied 1 year ago
Just to be clear, the WHOLE inside of the printer? Or just the part where the cartridges go?
Technician: Richard, Technician replied 1 year ago

where the cartridge goes in please

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Customer reply replied 1 year 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).
Technician: Richard, Technician replied 1 year ago

power it off when the cartridges are in the middle please

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Customer reply replied 1 year ago
With the cartridge door open and the cartridges in?
Customer reply replied 1 year ago
Hello? Now what? How long should it stay off?
Technician: Richard, Technician replied 1 year 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

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Customer reply replied 1 year ago
With the power off, I can't get to the ink cartridge to clean it out.
Customer reply replied 1 year ago
It doesn't stay in the center but moves back
Customer reply replied 1 year ago
This is not helping me.
Technician: Richard, Technician replied 1 year ago

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

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Customer reply replied 1 year ago
Message is still there
Customer reply replied 1 year ago
Let's forget this, I will try something else.
Technician: Richard, Technician replied 1 year 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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Richard
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 39,531
39,531 Satisfied Customers
Experience: Printer and scanner problem resolver for over 15 years

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