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HP OfficeJet 7740 Printers - 'Ink System Failure' or 'Supply System Problem' Error Displays

This document is for the HP OfficeJet Pro 7740 Wide Format Printer.
An Ink System Failure or Supply System Problem error message displays on the printer control panel, and the printer does not print.
Step 1: Use genuine HP ink cartridges
If your ink cartridges are not compatible with your printer, it might cause an error message.
HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to hp.com/go/anticounterfeit.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
To purchase ink cartridges through other retailers, make note of the following ink cartridges that work with your printer.
  note:
Printer firmware must be up-to-date to use HP 956XL/957XL/958XL/959XL cartridges. For more information, see HP OfficeJet Pro 7740 – Use Larger Cartridges after Update.
Ink cartridge description
United States and Canada
Europe, Africa, CIS, and Middle East
Latin America
Asia Pacific and Japan
Black ink cartridge
HP 952 Black
HP 952XL Black
HP 956XL Black
HP 953 Black
HP 953XL Black
HP 957XL Black
HP 954 Black
HP 954XL Black
HP 958XL Black
HP 955 Black
HP 955XL Black
HP 959XL Black
Cyan ink cartridge
HP 952 Cyan
HP 952XL Cyan
HP 953 Cyan
HP 953XL Cyan
HP 954 Cyan
HP 954XL Cyan
HP 955 Cyan
HP 955XL Cyan
Magenta ink cartridge
HP 952 Magenta
HP 952XL Magenta
HP 953 Magenta
HP 953XL Magenta
HP 954 Magenta
HP 954XL Magenta
HP 955 Magenta
HP 955XL Magenta
Yellow ink cartridge
HP 952 Yellow
HP 952XL Yellow
HP 953 Yellow
HP 953XL Yellow
HP 954 Yellow
HP 954XL Yellow
HP 955 Yellow
HP 955XL Yellow
If installing genuine HP ink cartridges resolved the issue, you do not need to continue troubleshooting.
Step 2: Reset the printer
In some cases, a printer reset can clear the error message.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
      note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
If the error message persists, continue to the next step.
Step 3: Remove the ink cartridges
Remove the ink cartridges, and then check the printer control panel for an error message.
  1. Open the ink cartridge access door.
    The carriage moves to the center of the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. Push in on the front of one of the ink cartridges to release it, and then pull it toward you to remove it.
    Figure : Removing the ink cartridge
    Removing the ink cartridge
  4. Remove the other three ink cartridges.
  5. Close the ink cartridge access door.
  6. Check the printer control panel.
    • If the printer displays an Ink System Failure or Supply System Problem message on the control panel, skip to Update the printer firmware.
    • If the message has changed to Replace [K/C/M/Y] Ink Cartridge, continue to the next step.
Step 4: Clean the ink cartridges
Clean the ink cartridge contacts, and then check the printer control panel for an error message.
  1. Find a clean, lint-free cloth (eyeglass wipes or coffee filters work well) that you can use to clean the ink cartridge contacts.
  2. Lightly dampen a clean, lint-free cloth with bottled or distilled water.
  3. Gently wipe the copper-colored contact on the ink cartridge.
    Figure : Example of copper-colored contact
    Example of copper-colored contact
  4. Wipe the contact with a dry, lint-free cloth.
  5. Wait for the ink cartridge to dry before you continue (approximately 10 minutes).
  6. Reinsert the ink cartridge into its slot, and then push the ink cartridge forward until it snaps into place.
    Figure : Reinserting the ink cartridge
    Reinserting the ink cartridge
  7. Repeat these steps for all of the ink cartridges.
  8. Close the ink cartridge access door.
  9. Check the control panel to see if the error message persists.
    • If there is no error message, you can stop troubleshooting.
    • If the message is to Replace [K/C/M/Y] Ink Cartridge, remove the specified ink cartridge(s), clean the copper-colored contact again, and then reinsert the ink cartridge(s).
    • If the Ink System Failure or Supply System Problem message persists, continue to the next step.
Step 5: Update the printer firmware
The error might occur if the printer firmware is outdated. Update the firmware using the printer control panel.
  1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
  2. Swipe up on the display, and then touch Printer Maintenance.
  3. Touch Update the Printer, and then touch Check for Printer Updates Now.
      note:
    To enable the printer to automatically check for updates, touch Printer Update Options, and then make sure Install Automatically (Recommended) is selected.
  4. Wait while the printer checks for any available updates.
    • If the printer finds an update, the update installs automatically. The printer might turn off and on depending on the type of update being installed.
    • If the printer does not find an update, the printer returns to the Home screen.
If the error message persists, continue to the next step.
Step 6: Clean the printhead with an automated tool
The printhead could be clogged, and you might need to clean the printhead several times. Use an automated tool from the printer control panel to clean the printhead.
  1. On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
  2. Swipe up on the display, and then touch Printer Maintenance.
  3. Touch Clean Printhead, and then touch Continue.
    A test page prints.
    Figure : Example of the printhead cleaning test page
    Example of the printhead cleaning test page
  4. Examine the test page.
    • If the print quality is unacceptable, touch Clean Again to continue the next level of cleaning. Repeat these steps for the third cleaning stage, if necessary.
        note:
      If the printhead is badly clogged, it might require another cleaning cycle.
    • If the print quality is acceptable, touch Done.
If the error message persists, continue to the next step.
Step 7: Inspect the carriage path for jammed paper
If there is paper obstructing the printhead or if the printhead is not seated correctly, it might cause an error message. Remove the printhead, inspect the carriage path, and then reinsert the printhead.
  note:
You might need a flashlight to complete some of these steps.
Figure : Flashlight
Image: Flashlight
  1. Open the ink cartridge access door.
    The carriage moves to the center of the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord and any other cables.
      warning:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  4. Lift the carriage latch handle to unlock the printhead.
    Figure : Lifting the carriage latch handle
    Lifting the carriage latch handle
  5. Without removing the ink cartridges, grasp the sides of the printhead, and then lift the printhead and pull it toward you.
      caution:
    The nozzle area on the bottom of the printhead is fragile! Make sure the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
    Figure : Removing the printhead
    Removing the printhead
      Figure : Nozzles and electrical contacts
      Image: Nozzles and electrical contacts
    1. Nozzles
    2. Electrical contacts
  6. Place the printhead upside down on a sheet of paper.
      caution:
    Inspect the carriage path immediately, and then reinsert the printhead as soon as the carriage area is clear of paper or obstructions. Leaving the printhead out of the printer for an extended period of time can result in damage to the printhead or the printer.
    Figure : Printhead upside down on a sheet of paper
    Image: Printhead upside down on a sheet of paper.
  7. Use a flashlight to check for and remove any paper or obstructions inside the carriage area.
    Figure : Checking for paper jammed in the carriage path
    Image: Checking for paper jammed in the carriage path
  8. Grasp the printhead on both sides with the electrical contacts facing the rear of the printer, and then insert the printhead into the carriage.
    Figure : Inserting the printhead
    Image: Insert the new printhead
  9. Gently rock the printhead to the left and right to make sure the printhead fully seats in the carriage.
  10. Carefully lower the carriage latch handle until it snaps into place.
    Figure : Lowering the latch handle on the carriage
    Image: Lower the latch handle on the carriage
  11. Check each ink cartridge to make sure none stick out farther than the other ink cartridges. If an ink cartridge is sticking out, push it until it snaps into place.
  12. Close the ink cartridge access door.
  13. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.
  14. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
If the error message persists, continue to the next step.
Step 8: Reseat the printhead up to three times
Sometimes error messages persist after inserting the printhead. To clear the error message, reseat the printhead up to three times.
  note:
You do not need to remove the printhead from the carriage.
  1. Open the ink cartridge access door.
  2. Unplug the power cord from the rear of the printer. Unplugging the printer prevents the carriage from moving.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  3. Lift the carriage latch.
    Figure : Lifting the carriage latch
    Image: Lifting the carriage latch.
  4. Grasp the sides of the printhead, and then slightly lift the printhead without fully removing it from the carriage.
    Figure : Slightly lifting the printhead
    Image: Slightly lift the printhead.
  5. Set the printhead back down into the carriage to reseat it.
    Figure : Reseating the printhead
    Image: Reseat the printhead.
  6. Gently rock the printhead to the left and right to make sure the printhead fully seats in the carriage.
  7. Lower the carriage latch.
    Figure : Lowering the carriage latch
    Image: Lower the carriage latch.
  8. Make sure the carriage latch is down.
      Figure : Carriage latch positions
      Carriage latch positions
    1. Carriage latch is up
    2. Carriage latch is down
  9. Close the ink cartridge access door.
  10. Reconnect the power cord to the rear of the printer, and then turn on the printer.
  11. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  12. You might need to reseat the printhead up to three times.
If the error message persists after reseating the printhead three times, continue to the next step.
Step 9: Replace the printhead
If the error persists after reseating the printhead, replace the printhead. Replacement printhead assemblies are available only from HP Customer Support or authorized service providers.
  caution:
Wait until you have a new printhead assembly available before removing the ink cartridges. Do not leave the ink cartridges outside the printer longer than 30 minutes. Doing so can result in damage to both the printer and the ink cartridges.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to hp.com/go/learnaboutsupplies, and then review the limited warranty information for your supplies.
  1. Go to HP Parts Store (in English), and then select your country/region and language combination, if prompted.
  2. In the Find your part search box, type M0H91A, and then press Enter.
  3. Follow the on-screen instructions to order the printhead assembly.
If the error message persists, continue to the next step.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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