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'Ink Cartridge Problem' Message Displays on the Printer After Installing a Cartridge

  • PrintPrint

Issue

After you install a cartridge, the message 'Ink Cartridge Problem' displays on the product control panel. The product does not print.

Solution

Follow these steps in the order presented to resolve the issue.

Step one: Remove, inspect, and reseat the cartridge

The cartridge might not have full electrical contact with the contacts inside the product. Follow these steps to remove and reseat the cartridge to restore contact.
  1. Press the Power button ( ) to turn on the product.
  2. Open the output tray, and then open the cartridge door.
    Figure 1: Open the output tray and the cartridge door
    Illustration of opening the output tray and the cartridge door.
  3. Push down on the cartridge, and then pull it out to remove it.
    CAUTION:Do not touch the copper electrical contacts or the nozzles on the cartridge. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure 2: Do not touch the electrical contacts or nozzles on the cartridge
    Illustration of need not to touch the cartridge's electrical contacts or  nozzles
  4. Check the electrical contacts for debris.
    • If you see debris, skip to Step two: Clean the cartridge contacts .
    • If you do not see debris, continue to the next step in this procedure.
  5. Remove any clear protective tape from the cartridge nozzles.
    CAUTION:Do not try to remove the copper electrical strip from the cartridge.
  6. Insert the cartridge back into the product with the label facing up and the copper contacts facing the inside of the product.
    Figure 3: Insert the cartridge
    Illustration of inserting the cartridge into the product.
  7. Push the cartridge into the product until it snaps into place.
  8. Close the cartridge door.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step two: Clean the cartridge contacts

CAUTION:Clean the contacts quickly so that the cartridge does not remain outside the product for more than 30 minutes. If the cartridge stays outside the product for too long, the nozzles can become dry and clogged.
  1. Gather the following materials:
    • Distilled water
      CAUTION:Tap water can contain contaminants that can damage the cartridge.
    • Soft, lint-free materials, such as foam-tipped swabs or coffee filters, that do not stick to the electrical contacts
    • A clean sheet of paper
  2. Open the cartridge door.
  3. Remove the cartridge, and then place it on the clean sheet of paper with the nozzle plate facing up.
  4. Unplug the power cord from the product.
  5. Dip the lint-free material in the water, and then squeeze it to remove most of the moisture.
  6. Clean the cartridge contacts, but do not clean the nozzles.
    Figure 4: Clean the contacts
    Illustration of cleaning the cartridge contacts.
    1 - Copper-colored contacts
    2 - Ink nozzles (do not clean)
  7. Either let the cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry the contacts.
  8. Insert the cartridge back into the product with the label facing up and the copper contacts facing the inside of the product.
    Figure 5: Insert the cartridge
    Illustration of inserting the cartridge into the product.
  9. Push the cartridge into the product until it snaps into place.
  10. Close the cartridge door.
  11. Reconnect the power cord to the product.
  12. Press the Power button ( ) to turn on the product.
  13. Try to print the job again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step three: Repeat the reseating and cleaning steps

  1. Repeat Step one: Remove, inspect, and reseat the cartridge .
  2. Repeat Step two: Clean the cartridge contacts .
  3. Try to print the job again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step four: Replace the cartridge

The installed cartridge might not be working correctly, or might be incompatible with your product. Follow these steps to install a new HP cartridge.
  1. Press the Power button ( ) to turn on the product.
  2. Load HP Advanced Photo Paper in the input tray.
  3. Open the cartridge door.
  4. Push down on the cartridge, and then pull it out to remove it.
  5. Remove the new cartridge from its packaging.
  6. Pull the pink pull-tab to remove the clear protective tape from the cartridge contacts.
    Figure 6: Remove the clear protective tape from the new cartridge
    Illustration of removing the clear protective tape from the cartridge.
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
  7. Insert the new cartridge with the label facing up and the copper contacts facing the inside the product.
  8. Push the cartridge into the product until it snaps into place.
  9. Close the cartridge door.
    After you install of the cartridge, the product automatically aligns the cartridge. If the alignment page does not print automatically, continue to the next step to manually align the cartridge.

Step five: Align the cartridge

  1. On the control panel display, touch the Setup icon ( ).
  2. Touch Tools . The Tools menu opens.
  3. Touch Align Cartridge . The Align Cartridge window opens.
  4. Touch OK . The alignment page prints.
    Figure 7: Alignment page
    Example of the alignment page.
  5. Review the alignment page to determine if the cartridge is functioning correctly.
    • If you see check marks ( ), the cartridge is functioning correctly. You do not need to continue troubleshooting.
    • If you see X marks ( ), touch Align Cartridge to align the cartridge again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step six: Service the printer

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.