Chosen Solution
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!
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.
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
That may be but mine did the same with OEM ink.
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!!
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
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?
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.
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!
