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'At least one of the cartridges has a problem', 'Non-HP Cartridges installed', 'Incompatible cartridge', or 'Incorrect cartridge' Error Message Displays on the Control Panel

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Issue

One of these error messages might display on the product control panel:
  • 'At least one of the cartridges has a problem '
  • 'Non-HP Cartridges installed '
  • 'Incompatible cartridge '
  • 'Incorrect cartridge '
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Make sure that the cartridges are compatible with your product

Click this link, HP Home & Home Office Store (US only), and then click Ink Toner & Paper to purchase cartridges or check cartridge compatibility for your printer.
If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.
  1. Click this link, HP SureSupply .
  2. Scroll to the bottom of the page and make sure that the country or region location is correct.
  • If your cartridges are compatible , continue to the next solution.
  • If your cartridges are not compatible , skip to steps in this document to Replace the problem cartridge .

Solution two: Remove, inspect, and reinstall the cartridges

The cartridges might not have full electrical contact with the product. Removing and reinstalling the cartridges might help.
NOTE:HP cannot guarantee the quality of remanufactured or refilled cartridges.
  1. Press the Power button ( ) to turn on the product, if it is not already turned on. Wait until the product is idle and silent before continuing.
    CAUTION:If the product is not on, it will not release the cartridges. You might damage the product if the cartridges are not docked safely when you try to remove them.
  2. Open the cartridge door. The carriage moves to the center of the product.
    Figure 1: Open the cartridge door
    Illustration of opening the cartridge door
  3. Press down on the cartridge to release it, and then pull it toward you out of the slot.
    Figure 2: Press down on the cartridge
    Image: Press down on the cartridge.
    1 - The tri-color cartridge
    2 - The black cartridge
  4. Inspect the cartridge.
    CAUTION:Do not touch the copper colored electrical contacts or the ink nozzles.
    Figure 3: Cartridge contacts and nozzles
    Image of the cartridge contacts and nozzles.
    1 - copper colored electrical contacts (do not touch)
    2 - Nozzles (do not touch)
    Check the copper colored electrical contacts for debris.
    Make sure that no clear protective tape remains on the contacts or nozzles.
    Figure 4: Remove any protective tape
    Image: Remove any protective tape.
    CAUTION:Do not attempt to remove the copper colored electrical strip.
  5. Hold the cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its color coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    Figure 5: Example of inserting the tri-color cartridge
    ILLUSTRATION of reinserting the cartridge
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
    Figure 6: Color coded cartridge slots
    Illustration of the cartridges and their slots.
  6. Repeat these steps for the other cartridge.
  7. 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.

Solution three: Clean the cartridge contacts

  1. Gather the following materials:
    • Distilled water (tap water might contain contaminants that can damage the cartridge)
    • Cotton swabs or other soft, lint-free material that will not stick to the electrical contacts
    • A clean sheet of paper
  2. Press the Power button ( ) to turn on the product, if it is not already turned on. Wait until the product is idle and silent before continuing.
    CAUTION:If the product is not on, it will not release the cartridges. You might damage the product if the cartridges are not docked safely when you try to remove them.
  3. Open the cartridge door. The carriage moves to the center of the product.
    Figure 7: Open the cartridge door
    Image: Open the cartridge door.
  4. Wait until the carriage is idle and silent, and then disconnect the power cord from the back of the product.
  5. Press down on the cartridge to release it, and then pull it toward you out of the slot.
    CAUTION:Do not remove both cartridges at the same time. Remove and clean each cartridge one at a time. Do not leave a cartridge outside the product for more than 30 minutes.
    Figure 8: Press down on the cartridge
    Image: Press down on the cartridge.
    1 - The tri-color cartridge
    2 - The black cartridge
  6. Inspect the cartridge contacts for ink and debris buildup.
  7. Dip a clean foam rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  8. Hold the cartridge by its sides, and then clean only the copper colored contacts.
    CAUTION:Do not touch the ink nozzles. Doing so can result in clogs, ink failure, and bad electrical connections.
    Figure 9: Clean the cartridge contacts
    Image: Clean the cartridge contacts.
    1 - copper colored contacts
    2 - Ink nozzles (do not clean)
  9. Place the cartridge on the sheet of paper to allow the cartridge to dry for at least 10 minutes.
  10. Hold the cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its color coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    Figure 10: Example of inserting the tri-color cartridge
    ILLUSTRATION of reinserting the cartridge
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
    Figure 11: Color coded cartridge slots
    Illustration of the cartridges and their slots.
  11. Repeat if necessary for the other cartridge.
  12. Close the cartridge door.
  13. Reconnect the power cord to the back of the product.
  14. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Solution four: Restart the printer

Follow these steps to restart the printer.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Solution five: Repeat the cleaning and reinstalling steps

If you completed all the previous steps and the issue persists, repeat the steps in this document to Remove, inspect, and reinstall the cartridges and Clean the cartridge contacts .
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Solution six: Replace the problem cartridge

Follow these steps to replace the problem cartridge with a new, compatible HP cartridge.
Important: To check if your ink supplies can be replaced under warranty, go to hp.com/go/learnaboutsupplies , select your country, and look for ‘ink supplies warranty’.

Video of replacing a cartridge

The following video demonstrates how to replace a cartridge.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .

Step one: Replace the problem cartridge

  1. Press the Power button ( ) to turn on the product, if it is not already turned on. Wait until the product is idle and silent before continuing.
    CAUTION:If the product is not on, it will not release the cartridges. You might damage the product if the cartridges are not docked safely when you try to remove them.
  2. Open the cartridge door. The carriage moves to the center of the product.
    Figure 12: Open the cartridge door
    Illustration of opening the cartridge door
  3. Press down on the cartridge to release it, and then pull it toward you out of the slot.
    Figure 13: Press down on the cartridge
    Image: Press down on the cartridge.
    1 - The tri-color cartridge
    2 - The black cartridge
  4. Remove the new cartridge from its packaging and, being careful to touch only the black plastic, gently remove the protective tape by using the pink pull tab.
    Figure 14: Remove the protective tape
    CAUTION:Do not touch the copper colored contacts or ink nozzles.
  5. Hold the new cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its color coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    Figure 15: Example of inserting the tri-color cartridge
    Image  of reinserting the cartridge.
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
    Figure 16: Color coded cartridge slots
    Illustration of the cartridges and their slots.
  6. Close the cartridge door.

Step two: Align the cartridges

When the product detects a new cartridge, it prompts you to align the cartridges. Follow these steps to align the cartridges.
  1. Load plain white paper in the input tray.
  2. Touch OK on the product control panel.
    The product prints an alignment page.
    Figure 17: Product prints an alignment page
    Illustration of the product printing an alignment page
  3. Lift the product lid.
  4. Place the alignment page print side down on the right front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 18: Load the alignment page
    Illustration of loading the alignment page
  5. Close the lid, and then touch OK .
  6. The product scans the alignment page and completes the alignment process. Discard or recycle the alignment page.

Solution seven: Service the All-in-One

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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