Hi,

We installed a HP Officejet Pro X476dw MFP for someone a bit over a year ago.

When we set it up and tested it, all worked as expected.

We have heard that this printer has not been working the last few weeks so I went to check this out for them.

When I went to power the printer on, it started up but an error message appeared on the touch screen: "There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP".

There is no way of by passing this error and after trying power button, it says it is initializing something and not to turn off printer but no loading for initialising.

Inside the printer are 3 setup ink cartridges (coloured ones that came with printer) and 1 non-setup ink cartridge (black).

I tried the following to try and fix the printer:

1. Pressed and held power button to turn printer off - Printer did not power off.
2. Replaced non-setup ink cartridge (black) with setup ink cartridge (black) - Started initialising for 2 seconds then same error message as before
3. Took out all ink cartridges from printer then tried each one at a time - Started initialising for 2 seconds then same error message as before
4. Reset printer by plugging out power cord for 60 seconds then plugging back in printer and powering on - Powered on but same error message as before
5. Opened paper tray and closed while printer on - Noise was made by printer for few seconds then quiet

How do we fix this issue?

Thanks,
Robbie