Jump to content

'Incorrect Print Cartridge' Error Message Appears on the Control Panel Display

  • PrintPrint
This document is for the PSC 1600 and 2350 All-in-One printer series.
The Incorrect Print Cartridge error message appears on the product control panel display and the product does not print.

Solution

There are several possible solutions to this issue. Start with "Solution one: Remove and then reinsert the cartridge." If this solution does not resolve the issue, continue with each solution in the order presented until the issue is resolved.

Solution one: Remove and then reinsert the cartridge

Use these steps to remove and reinsert each cartridge.

Step one: Open the product and remove the cartridge

  1. Make sure that the product is turned on. Press the power button ( ) if it is not lit.
  2. Open the cartridge access door and wait until the carriage is idle and silent.
    Figure 1: Open the cartridge access door
  3. Press down lightly on the end of each cartridge to release it.
    • The tri-color cartridge is on the left.
    • The black or photo cartridge is on the right.
    Figure 2: Remove the tri-color cartridge
  4. Slide the cartridge out.
    NOTE:Do not keep the cartridge outside the product for more than 30 minutes. The ink can dry and clog the nozzles if the cartridge is outside the product for too long.
  5. After removing the cartridge, unplug the power cord from the rear of the product. Wait 30 seconds to 1 minute.
  6. Reconnect the power cord.

Step two: Make sure that the cartridge is compatible with the product

To purchase cartridges or check cartridge compatibility for your printer, go to HP Home & Home Office Store (US only), and then click Ink Toner & Paper .
If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.
  1. Scroll to the bottom of the page and make sure that the country or region location is correct.
If the cartridge is compatible, continue to "Step three: Reinstall the cartridge." If the cartridge is not compatible and you have the correct replacement cartridge, go to "Solution four: Replace the cartridge."

Step three: Reinstall the cartridge

  1. Hold the cartridge so that the nozzles are down and the contacts face the product. Slide the cartridge into the carriage.
    • Cartridges marked with a triangle go into the left carriage slot.
    • Cartridges marked with a square or pentagon go into the right carriage slot.
    Figure 3: Slide the cartridge into the carriage
  2. Push the cartridge forward until it snaps into place.
    Figure 4: Push the cartridge into place
  3. Close the cartridge access door.
  4. Make sure that the product is turned on and loaded with paper.
  5. Try to print a document.
If the issue persists, go to the next solution.

Solution two: Download and install an update from HP

There is an update that prevents an error that can render the cartridges unusable. If a cartridge failure has already occurred, download and install this update now to try to resolve the issue.
NOTE:The update is not available for computers with the Vista operating system. If the computer operating system is Vista, go to "Solution three: Check and clean the cartridge" now.
The HP product software must be installed before installing this update. If the product software is not already installed, install it now. Follow these instructions to download and install the update.

Step one: Download the update

  1. Make sure that the product is turned on and connected to the computer.
  2. Hold down the Shift key on your keyboard, and then click this link to open the Get software and drivers page in another window.
  3. Under Locate your product to get support , type your product model and then click Next .
  4. If necessary, under Select your product from the list below , click to select your product number.
  5. Under Select your operating system , click to select the appropriate operating system.
  6. On the Software and driver download page, under the Update section, click Resolves certain print cartridge rejection and scanner failure error messages .
  7. Close the window to return to this article, and then continue to Step two.

Step two: Install the update

  1. Follow the on-screen instructions to install the update.
  2. If a device update error screen or another error screen appears, restart the computer and try to install the update again. The update might fail if it has already been applied.
  3. After installing the update, make sure that the product is turned on and loaded with paper.
  4. Try to print a document.
If the issue persists, go to the next solution.

Solution three: Check and clean the cartridge

Use these steps to check and clean each cartridge.

Step one: Open the product and remove the cartridge

  1. Make sure that the product is turned on. Press the power button ( ) if it is not lit.
  2. Open the cartridge access door and wait until the carriage is idle and silent.
    Figure 5: Open the cartridge access door
  3. Press down lightly on the end of each cartridge to release it.
    • The tri-color cartridge is on the left.
    • The black or photo cartridge is on the right.
    Figure 6: Remove the tri-color cartridge
  4. Slide the cartridge out.
    NOTE:Do not keep the cartridge outside the product for more than 30 minutes. The ink can dry and clog the nozzles if the cartridge is outside the product for too long.
  5. After removing the cartridge, unplug the power cord from the rear of the product. Wait 30 seconds to 1 minute.
  6. Reconnect the power cord.

Step two: Make sure that the protective tape has been removed from the cartridge

Make sure that the protective tape has been removed. Use the pink pull-tab to remove the protective tape from the cartridge.
Figure 7: Remove the protective tape
1 - Pull-tab

Step three: Clean the cartridge

  1. Gather the following items to clean the contacts on the cartridge and in the carriage.
    • Clean distilled water. Use bottled or filtered water if distilled water is not available. Tap water might contain contaminants that could damage the cartridge.
    • Clean cotton swabs or any soft, lint-free material that will not stick to the cartridges (coffee filters work well).
    • Sheets of paper or paper towel to rest the cartridges on during cleaning.
  2. Place the cartridge on a piece of paper with the nozzle plate facing up.
  3. Dip a swab in the clean water, and then squeeze it to remove most of the moisture. The swab should be only slightly damp.
  4. Clean the cartridge contacts. Do not touch the nozzles.
    Figure 8: Clean the electrical contacts
    1 - Electrical contacts
    2 - Nozzles
  5. Clean the contacts in the carriage inside the product. The carriage contacts are copper and are located in the carriage so that they align with the cartridge contacts when the cartridge is installed.
  6. Wipe the cleaned area with a dry swab to remove any moisture.

Step four: Reinstall the cartridge

  1. Hold the cartridge so that the nozzles are down and the contacts face the product. Slide the cartridge into the carriage.
    • Cartridges marked with a triangle go into the left carriage slot.
    • Cartridges marked with a square or pentagon go into the right carriage slot.
    Figure 9: Slide the cartridge into the carriage
  2. Push the cartridge forward until it snaps into place.
    Figure 10: Push the cartridge into place
  3. Close the cartridge access door.
  4. Make sure that the product is turned on and loaded with paper.
  5. Try to print a document.
If the issue persists, go to the next solution.

Solution four: Replace the cartridge

Use these steps to replace each cartridge.

Step one: Open the product and remove the cartridge

  1. Make sure that the product is turned on. Press the power button ( ) if it is not lit.
  2. Open the cartridge access door and wait until the carriage is idle and silent.
    Figure 11: Open the cartridge access door
  3. Press down lightly on the end of each cartridge to release it.
    • The tri-color cartridge is on the left.
    • The black or photo cartridge is on the right.
    Figure 12: Remove the cartridge
  4. Slide the cartridge out.

Step two: Make sure that the protective tape has been removed from the new cartridge

Remove the protective tape from the new cartridge. Use the pink pull-tab to remove the protective tape.
CAUTION:Do not attempt to remove the copper strip.
Figure 13: Remove the protective tape
1 - Pull-tab
CAUTION:After the tape is removed, do not touch the copper contacts or the ink nozzles.
Figure 14: Contacts and nozzles
1 - Contacts
2 - Nozzles

Step three: Install the new cartridge

  1. Hold the cartridge so that the nozzles are down and the contacts face the product. Slide the cartridge into the carriage.
    • Cartridges marked with a triangle go into the left carriage slot.
    • Cartridges marked with a square or pentagon go into the right carriage slot.
    Figure 15: Slide the cartridge into the carriage
  2. Push the cartridge forward until it snaps into place.
    Figure 16: Push the cartridge into place
  3. Close the cartridge access door.
  4. Make sure that the product is turned on and loaded with paper.
  5. Try to print a document.
If the issue persists, go to the next solution.

Solution five: Check the carriage assembly

Use the following steps to make sure the carriage can move freely.
  1. With the product turned on, open the cartridge access door. The carriage might try to move into the access area. Allow it to move to that position.
  2. Without turning off the product, disconnect the power cord from the back of the product to reset the print mechanism and allow the moving of parts by hand.
    WARNING:The following steps require you to move parts by hand. There is a risk of electrical shock if the power cord in not unplugged.
  3. Disconnect the power cord from the wall outlet.
  4. Look in through the cartridge access door or the output paper tray to make sure the cartridges are secure in the carriage and have not come loose.
  5. Check for any obstructions under or around the carriage that are preventing it from moving.
  6. Make sure the carriage can move freely across the width of the product by firmly pushing the carriage to the left, and then to the right.
  7. Clear any obstructions. You might have to reach through the output paper tray to access the carriage.
  8. Close the cartridge access door.
  9. Reconnect the power cord to the back of the product and to the wall outlet.
  10. Press the power button ( ) to turn on the product and make sure that there is paper loaded in the product.
  11. Try to print a document.
If the issue persists, go to the next solution.

Solution six: Service the product

If you have completed all of the steps listed above and are still experiencing a problem, service your product.

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+