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'Ink cartridge problem' Message Displays on the Printer

  • PrintPrint

Issue

The message Ink cartridge problem appears on the product control panel. The product does not print.

Solution

Step one: Make sure that the cartridges are latched

  1. Make sure that the product is turned on.
  2. Open the cartridge access door by lifting it until it snaps into place.
    The carriage moves to the center of the product.
  3. Make sure that the cartridges are installed in the correct slots.
    Figure 1: Check the cartridge slots
    Check the cartridges
    Match the shape and color of the icon on the cartridge with the slot that has the same shape and color icon.
  4. Run a finger along the top of the cartridges.
  5. Press down on any cartridges that are sticking up. They should snap down into place.
  6. If a cartridge is sticking up and does not snap into place, the cartridge tab might need to be readjusted. Follow these steps to readjust the cartridge tab.
    1. To remove the cartridge, press the tab on the front of the cartridge to release it and remove it from the slot.
      Figure 2: Remove the cartridge
      Remove the cartridge from the printhead
      NOTE: Do not leave the cartridges outside the product longer than 30 minutes. Doing so can result in damage to both the product and the cartridges.
    2. Gently bend the tab away from the cartridge. Be careful not to bend the tab more than 1.27 cm (0.5 inches).
      Figure 3: Adjust the cartridge tab
      Gently bend the tab away from the cartridge
    3. Using the colored shape icons for help, reinstall the cartridge into its appropriate slot until it snaps into place and is seated firmly in the slot.
      Figure 4: Slide the cartridge into its slot
      Slide the cartridge into its slot
      Figure 5: Snap the cartridge into place
      Snap the cartridge into place
  7. Close the cartridge access door.
Check the product control panel display to see if the error message has disappeared.
  • If the error message has disappeared, the issue is resolved and you do not need to troubleshoot further.
  • If the error message has not disappeared, use the power button () to turn the product off, wait 30 seconds, and then turn the product on again. If the error message appears again, continue with the next step.

Step two: Make sure that the carriage latch is closed

Make sure that the latch securing the printhead to the carriage is securely closed. Leaving the latch handle raised can result in incorrectly seated cartridges and printing issues. The latch must remain down in order to correctly install the cartridges.
Figure 6: Close the carriage latch
Close the carriage latch

Step three: Clean the electrical contacts

CAUTION:The cleaning procedure should take only a few minutes. Make sure that the cartridges are reinstalled in the product when instructed. Do not leave the cartridges outside the product longer than 30 minutes. Doing so can result in damage to both the product and the cartridges.
  1. Gather the following cleaning materials:
    • Several clean, lint-free cloths or papers. Coffee filters and glass-cleaning cloths work well.
    • Distilled or bottled water. Do not use tap water, because it can contain contaminants that can damage the printhead.
  2. Open the cartridge access door by lifting it until it snaps into place.
    Figure 7: Open the cartridge access door
    Open the cartridge access door
    The carriage moves to the center of the product.
  3. Press the tab on the front of the cartridge indicated in the error message to release it and remove it from the slot.
    Figure 8: Remove the cartridge
    Remove the cartridge
  4. Hold the cartridge by its sides with the bottom pointing up and locate the electrical contacts on the cartridge. The electrical contacts are four small rectangles of copper or gold-colored metal at the bottom of the cartridge.
    Figure 9: A sample cartridge
    Ink window and electrical contacts on the cartridge
    1 - Ink window
    2 - Electrical contacts
  5. Wipe the electrical contacts with a dry swab or lint-free cloth.
    CAUTION:Be careful not to move any ink or other debris onto the clear plastic ink window next to the electrical contacts.
  6. On the inside of the product, locate the electrical contacts on the printhead. The electrical contacts look like a set of four copper or gold-colored pins positioned to coincide with the electrical contacts on the cartridge.
    Figure 10: Electrical contacts on the inside of the product
    Electrical contacts on the inside of the product
  7. Use a dry swab or lint-free cloth to wipe the electrical contacts.
  8. Using the colored shape icons for help, reinstall the cartridge into its appropriate slot until it snaps into place and is seated firmly in the slot.
    Figure 11: Slide the cartridge into its slot
    Slide the cartridge into its slot
    Figure 12: Snap the cartridge into place
    Snap the cartridge into place
  9. Close the cartridge access door.
Check the product control panel display to see if the error message has disappeared.
  • If the error message has disappeared, the issue is resolved and you do not need to troubleshoot further.
  • If the error message has not disappeared, use the power button () to turn the product off, wait 30 seconds, and then turn the product on again. If the error message appears again, continue with the next step.

Step four: Replace the cartridge

One or more of the cartridges might be faulty. Replace the cartridge indicated in the error message.
  1. Make sure that the product is turned on.
  2. Open the cartridge access door by lifting it until it snaps into place.
    The carriage moves to the center of the product.
  3. Press the tab on the front of the cartridge indicated in the error message to release it and remove it from the slot.
    Figure 13: Remove the cartridge
    Remove the cartridge
  4. Remove the new cartridge from its packaging by pulling the orange pull-tab straight back to remove the plastic wrap from the cartridge.
    Figure 14: Remove the plastic tape
    Remove the plastic tape
  5. Twist the orange cap to snap it off.
    Figure 15: Remove the orange cap
    Remove the orange cap
    NOTE:A forceful twist may be required to remove the orange cap.
  6. Using the colored shape icons for help, slide the cartridge into the empty slot until it clicks into place and is seated firmly in the slot.
    Figure 16: Insert the cartridge
    Insert the cartridge
    CAUTION:Do not lift the latch handle on the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down in order to correctly install the cartridges.
    Make sure that you insert the cartridge into the slot that has the same shape icon and color as the one that is being installed.
  7. Close the cartridge access door.
Check the product control panel display to see if the error message has disappeared.
  • If the error message has disappeared, the issue is resolved and you do not need to troubleshoot further.
  • If the error message has not disappeared, use the power button () to turn the product off, wait 30 seconds, and then turn the product on again. If the error message appears again, continue with the next step.

Step five: Replace the printhead

If the previous steps did not resolve the issue, replace the printhead. Note however that printhead replacement is not recommended as a solution for  ‘Incompatible Cartridge’ errors occurring with compatible cartridges. Contact HP support to obtain a replacement printhead.
Click Contact HP on this page for more support options.
If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.
If your printhead assembly is no longer under warranty, you can purchase a new one online.
  1. Click this link to go to the HP Parts store.
  2. Under Find your part(s), type one of the part numbers below in the Search by part number text box.
    • If your printer uses 4 ink cartridges, type CN643A
    • If your printer uses 5 ink cartridges, type CN642A
  3. Follow the online instructions to order the printhead assembly.

Step six: Service the product

These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty, contact HP.
  • If your product is out of warranty, fees might apply for contacting HP.

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