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HP Officejet Pro 8620 is a multifunction printer for copy, scan and duplex. This device can be identified by its model number: SNPRC-1401-02

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Printhead appears to be missing not detected or incorrectly installed

I’ve read through most of the other threads on the internet about this problem, but I’m still creating this one both for documentation purposes, and in case someone has a solution that I’ve not thought of! Text in bold are considered important for the troubleshooting.

I bought the HP OfficeJet Pro 8620 printer in 2015 and up until december 2019 it has worked perfectly. One day out of the blue, I recieved this error message: “The printhead appears to be missing, not detected, or incorrectly installed. Error code 0xc19a0023" . I reseated the printhead one time and the printer worked until next day, when the same error appeared. I followed HP’s troubleshooting steps 1. reset printer 2. reseat printhead 3 times 3. updating firmware, but no luck. I’ve disassembled the printhead and cleaned the contacts on PC board. I ordered this cleaning solution and cleaned the printhead, both soaking in the solution for some time and pushing the solution through. No luck. I then went on to buy this new print head from eBay, but the new one instantly gave the same error message.

Then I continued to troubleshoot some more. Since the new printhead failed I thought maybe the problem is in the printhead carriage inside the printer. I disassembled it and cleaned the contacts on the PC board. (This one is also possible to buy on aliexpress , but I’ve not done it). Everything looks ok. All the pins are undamaged. I’ve reset the CMOS battery on the main board, disconnected all cables and checked the cables specificly for the printhead carriage. I don’t have the equipment or knowledge to test if the cables actually work, but everything looks ok. Still getting the error message.

One last thing that I came by today on this page is that it might be the unoriginal ink that I installed for the first time last time I replaced my cartridges (about 3 months ago, I switched the last color from original HP to unoriginal). Could it really be the problem? Is it still worth a try to buy new original HP cartridges and will it even fix the problem? Or is the damage done already and not reversable? I’m a bit hesitant to invest more on this printer since I already blew up 72 EUR for the printhead…. Returning the printhead to China from where I live costs almost 40 EUR so it’s not worth the refund.

EDIT: I found an official statement from HP about a new firmware update removing Dynamic Security Feature which makes the printer fail when unoriginal ink is installed. However they explicitly say it’s only connected to a cartridge error message. Other error messages are not related. So in theory I’ve already solved this issue, when I updated my printer to the newest firmware early in the troubleshooting process. Both printheads give the same error message. This decreses my belief in buying new original ink to fix the problem…

EDIT 2: I found the old original HP empty cartridges I had before and installed them just to see if it would remove the error, but it didn’t. So now I don’t have to waste money on buying new ink at least…

Or am I missing something else? Thanks for helping out!

Beantwortet! Antwort anzeigen Ich habe das gleiche Problem

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4 Kommentare

Have HP8600 and HP8610. One has a bad printhead. Can exchange good printhead between both and they will both work. Bought new printhead and recieved "missing, not detected or incorerectly installed" error. Tried everything without success. Was able to return printhead. Bought another printhead from other seller. Same problem! Now what HP??????

von

My experience as well. Have two of these printers. One works, one doesn't. Changing the good printhead to the other printer makes the error go away on the other. This is a printhead hardware failure, hands down. Haven't used OEM ink for years -- WAY overpriced. I also bought the eBay replacement printhead from China and it doesn't work. I'm assuming the sellers are collecting broken printheads that look good and calling them new?

von

I have the HP Officejet 8600 Pro, the first problem started with low yellow ink, I replaced then received error for other colors. I done everything everyone else had done but not luck. I bought a new print head, then received print head not detected. Put old print head and it's detected but shows bad ink cartridge despite being new from HP. So I took the top spring loaded ink holder from new print head and put that in my old print head and it worked.

von

I also have the office jet pro 8620 since a couple of years never had any issues and always bought original HP ink cartridges, same message “print head missing or incorrectly installed, thought because I didn’t use it for 7 months and the ink cartridges were very low so bought new HP original cartridges, same message.

Did everything, bought cleaning solution, did all of that, received same message. I gave up spent too much money afraid to order a new original print head, way too much money, therefore I bought another cheaper HP printer. It sucks really! Not too much help from HP!

von

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Gewählte Lösung

I’ve now tried to reset to printer to factory default. (One can access this and many other functions by pressing the back arrow on the touch panel 4 times. This opens a service menu). The thought was to get rid of any settings or history that could cause the error or remember the unoriginal ink. Didn’t work.

BUT! I was so lucky to find an identical used, but fully working printer, here in Norway for only 25EUR, with original ink installed. I switched the printhead from this one to my old printer and it FINALLY worked. So the answer and conclusion was after all simple: The printhead was faulty AND the printhead from eBay was faulty… A working printhead fixed my problem…

So now I have two HP 8620 printers in house. Useful if something else goes wrong I can just swap parts. Or maybe I’ll look for another cheaper printhead to try my luck.

Case solved. Valuable documentation achieved though. Be careful buying printheads from China.

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Non Original HP ink ruins the printer period.

von

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Peter I am sure this does not help you much, but I have the same issue on a T120 and have gone through the same things as you. 2 print heads, a new carriage assembly with associated cables. I checked all cables and contacts with a multimeter and cleaned them prior to these purchases. This is an expensive printer but I am about to throw in the towel and junk it. HP is less than forthcoming with any possible answers. I even asked what components could cause this failure mode. After hours of reading a technical manual I am no closer to the answer. The manual says nothing other than re-seating the print head, then replacing it.

Other than a main PCB which is also expensive, or maybe corrupt firmware I am at wits end. I have done troubleshooting and repair on CNC milling machines, Lasers and many other types of equipment. I have never hit the situation where a company would not try to help diagnose a piece of equipment. I find it very frustrating. I will post again if I find an answer.

Todd

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After watching a YouTube video seems that connection on head Pcb - j10 pin 4 and head assembly is bad and is not really user friendly repair due to white epoxy covering the soldering area on flex cable for head.

von

I've experienced very poor response (none!) from HP. From my perspective, HP is really missed the boat. For me, I think it's sailed.

von

Hello all. Same printhead problem, HP 8610. I decided to revisit the problem before buying a new printer. Did the old reset printer/reseat printhead routine suggested by HP support, but this time did something differently. I connected the power cord directly to the WALL outlet instead of connecting to good old "surge protection" bar. Strangely, the printhead came back to life. It even printed a page :-). For the next print job it brought back the "missing printhead" error, but on a third try it printed again normally.

The HP support page does have a note recommending to connect to the wall outlet, but I don't recall reading it when I visited some months back.

By the way. I had been using refilled cartridges for months before the problem appeared. This required mounting and unmounting the cartridges more frequently, with that little push we all know, and maybe that had something to do with "unseating" the printhead.

Thought I might share here, hope it helps someone get to the cause of the issue.

von

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That may be but mine did the same with OEM ink.

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Exactly my story with an HP 8620. I’ve followed HP solutions (reseat and reset), I’ve cleaned contacts and … purchased a new printhead on EBay from China. No joy. One additional item — I happen to own two of these babies, one at home, one at the office. Can you guess? When I change the printheads, the good one works in either printer!

Now … I understand the view that third party ink breaks these printers. If so, shame on HP. I’m afraid I don’t buy the argument that a piece of hardware I own should be chained to an over-priced consumable. There should be some rights and decision left to the consumer, so I’m willing to protest if that’s the case.

And … the fact that the missing or undetected printhead error message follows the bad printhead isn’t evidence that this is caused by ink.

But in the end, I still have a printer that doesn’t work, one from a supposedly reputable manufacturer and not a cheap throwaway model either. I really don’t want to commit a needless environmental atrocity and send this thing to the landfill. (I’d also be less than responsible sending my car to the junkyard the next time it needs a windshield wiper!)

Come on HP!!

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4 Kommentare:

I have an HP 8620 also with this error and have ONLY used HP ink. I've tried cleaning and turning printer off/on. Hate to buy a new printhead and find out this will not fix the problem. any suggestions? If I have to buy another printer I will not every buy an HP again even though I was life long HP user....

von

It's certainly not a good market move for HP. This is a hardware failure on an otherwise well-built product and it's a show stopper. These issues will come back to bite them, reflected in just this kind of lasting impression. It seems to me they would be much farther ahead if they replaced the faulty part even after warranty expiration. At least they would have a chance at keeping a customer base. I too will be reluctant to buy HP again.

von

I had a very similar experience. My solution was to chuck the printer into the trash! Never felt better to finally rid myself of garbage in the form of an HP printer.

von

I have not bought an HP printer in at least ten years. Their product has gone way downhill. My Brother printers have worked flawlessly.

von

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I have two 8620 printers with the same issue as well bought HP ink and at least 4 sets of non HP… A Waste of money for sure and a bunch of ink I can not use

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My HP 8710 stopped working in December 2021 and the message was that the cartridge is missing. Having worked in the IT industry for 28 years, I am familiar with troubleshooting technology issues, and unfortunately, every recommendation failed miserably. I bought a new print head, two rounds of XL ink cartridges, two printhead cleaning kits, and “a partridge in a pear tree” but no recommended solutions worked. The thing that really gets my 🐃is that the HP 8710 was only a few years old and it was used lightly in my home. After not having a printer all year, I finally broke down and bought the Brother MFC-J6555DW. I must’ve looked at reviews on seven or eight different websites and this printer was the ONLY current multi function printer that consistently had five star ratings. Though it’s only one month old, I’ve had excellent results thus far. Note: It’s a very big device in terms of the footprint and it’s also hefty which is probably a good thing but just make sure you have a place to put it.

von

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I have exactly the same problem on my HP 8620 . Also checked the contacts and so on. I think it is a software issue. The latest firmware update is probably incompatible or has a bug.

To verify this I want to go back to the former firmware version.

Does anybody know how to do this?

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No OEM ink ruins the printer period.

von

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Non OEM Ink ruins the printer period. Not even a new prinhead will save it. Throw the printer in the trash dumspter and go buy a new one and never use non OEM products or generic ink/toner EVER.

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VERY BAD advice. Never throw away electronics into a dumpster. They require proper electronic ewaste disposal!!

Plus, I've hear of people being fined from throwing away electronics in their own curb-side trash can!!

von

Never buy another HP again since this is a widely known problem many of us have wasted hours/money trying to fix.

von

Very bad advice, It's probably only a firmware trash !

von

Foolishness!

von

Same issue, H&P knows we are having difficulty and don't care..They hold the market in selling and making faulty printers. Very disappointed in H&P.

von

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I had the same problem with an HP8620 and, unfortunately, also still had a fair number of new HP ink cartridges. I have only used “original” HP ink - never others. I tried all of the various fixes but nothing helped. After looking at printer replacement options I decided to but a new original HP printhead (with a new set of starter cartridges) several months ago from a reliable seller on eBay and since then everything has been working great. The HP8620 has been a very good printer, so comparing the cost of the printhead (about $170) plus the value of my existing ink inventory was a better option than buying another printer. It’s really too bad that the printhead is just another expensive consumable. I just hope it lasts for a while!

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Peter wird auf ewig dankbar sein.
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