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My HP Officejet Pro #8620 printer quit. I contacted HP and…

Customer Question
My HP Officejet Pro...

My HP Officejet Pro #8620 printer quit. I contacted HP and they tell me that I have much on my MacBook Pro computer that is not mine and this has caused the printer problem. Can you help me?

Technician's Assistant: How are you connecting to your OfficeJet: wirelessly or by USB?

Wireless.

Technician's Assistant: When did you last update the printer driver software?

When we purchased and put the printer in (17 months ago).

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Not that I know of. Somehow we do not have spam on and we do not have a spam blocker that we know of.

Submitted: 21 days ago.Category: Printers
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Answered in 7 minutes by:
3/30/2018
Technician: jeffreybongers, Engineer replied 21 days ago
jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 692
Experience: Many years repairing and troubleshooting printers and photocopiers.
Verified

Hello, my name is***** will be assisting you today. Lets get started!

So to clarify have you tried updating the drivers and firmware of the Officejet Pro 8620 printer?

Kind regards,

Jeffrey

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Customer reply replied 21 days ago
No, when we put a new yellow ink cartridge in last week, a message came up on the printer saying,
"Missing or Failed Printhead." Below it said " The printhead appears to be missing , not detected or incorrectly
installed."
Customer reply replied 21 days ago
I do not want to pay $39.00 for this work. Please refund my $5.00 that was just charged to my
MasterCard. Thanks.
Sandy
Technician: jeffreybongers, Engineer replied 21 days ago

Understood.

Can we please try the following:

Try powering off the printer, pull the power cable out of the printer, wait for 1 minute, then put the power cable back in. After this try printing again.

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 21 days ago
I will call my Apple Tech that is hooked up with Apple. I have talked to them before
and they have helped me.
Customer reply replied 21 days ago
Please refund the $5.00 as your first instructions said.
Technician: jeffreybongers, Engineer replied 21 days ago

Understood.

a refund can be done here:http://ww2.justanswer.com/help/how-can-i-request-refund-0

Is there anything else I can assist you with?

Kind regards,

Jeff

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Customer reply replied 21 days ago
No, thanks.
Technician: jeffreybongers, Engineer replied 21 days ago

Understood.

You are welcome.

Kind regards,

Jeffrey

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jeffreybongers
jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 692
692 Satisfied Customers
Experience: Many years repairing and troubleshooting printers and photocopiers.

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