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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 74900
Experience:  15 years consulting in the IT industry with Printing engineering
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Make majenta ink won’t work even though it’s a brand new

Customer Question

Make majenta ink won’t work even though it’s a brand new cartridge
JA: Are you getting any error messages? If so, what do they say?
Customer: HP office jet 8600
JA: The last time you changed your cartridges, did you replace them with new ones or refill the old ones?
Customer: New one it’s HP one too saying cartridge is damaged
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Won’t except an ink cartridge
Submitted: 1 year ago.
Category: Printers
Expert:  Richard replied 1 year ago.

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

I’m sorry to hear you're having trouble with your printer. I know that can be frustrating. Hopefully, we can get this resolved quickly.

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 1 year ago.
Says one or more cartridges appear to be damaged remove or replace
Expert:  Richard 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

This will also allow you to see if any foreign objects are in the printer which may cause this.

Customer: replied 1 year ago.
No change
Expert:  Richard replied 1 year ago.

Can you put a different cartridge in the printer and tell me if that then works please

Customer: replied 1 year ago.
Still no change
Expert:  Richard replied 1 year ago.

I am sorry to hear that.

It is the printhead that has faulted.

I am really sorry about this and you are going to have to return the printer 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.

Thank you

Customer: replied 1 year ago.
Okay thought so
Expert:  Richard replied 1 year ago.

Thanks

Customer: replied 1 year ago.
Is it worth buying a new printer head? Or am I better to replace whole printer?
Expert:  Richard replied 1 year ago.

The whole printer is best for this one.

Customer: replied 1 year ago.
Thank you
Expert:  Richard replied 1 year ago.

You are welcome