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'Incompatible Print Cartridge', 'Print Cartridge Problem', or 'Cartridge Missing or Damaged' Message Displays on the Computer

  • PrintPrint

Issue

After you install a cartridge, the 'Incompatible Print Cartridge(s) ' or the 'Print Cartridge Problem ', or the 'Cartridge Missing or Damaged ' error message displays on the computer.
The error message might also be accompanied by the following symptoms:
  • The attention light blinks
  • The printer won't print
NOTE:If your printer shipped with SETUP cartridges, they must be installed during initial printer setup or an error occurs.

Solution

Follow these steps in the order presented to resolve the issue. When one of the steps resolves the issue, there is no need to continue troubleshooting.
IMPORTANT : Before you begin, make sure that the cartridges are compatible with your printer.
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 cartridges are compatible , continue with the steps in this document.
  • If the cartridges are not compatible , skip to Step six: Replace the cartridge .

Step one: Check the position of the cartridges

One or more of the cartridges might not have full electrical contact with the printer. Removing and reinstalling the cartridges might help.
NOTE:HP cannot guarantee the quality of remanufactured or refilled cartridges. Use genuine HP cartridges for good print quality.
  1. Press the Power button ( ) to turn on the printer.
  2. Grasp the access handles on the sides of the printer to open the cartridge door. The carriage moves to the center of the printer.
    Figure 1: Open the cartridge door
    Illustration: Open the cartridge  door.
  3. Make sure that the cartridges are installed in the correct slots. Match the shape of the icon and color of the cartridge with the slot that has the same icon and color.
    Figure 2: Cartridges correctly installed
    Illustration: Cartridges correctly installed.
  4. Run your finger along the top of the cartridges to find any cartridges that are not snapped completely down.
  5. Press down on any cartridges that are sticking up. They should snap down into place.
  6. If a cartridge was sticking up and you were able to snap it back down into place, close the cartridge door, and then check if the error message has gone.
    • If the error message is gone , stop troubleshooting. The issue is resolved.
    • If the error message has not gone , proceed to the next step.
    • If none of the cartridges were sticking up, proceed to the next step.
  7. Find the cartridge that is indicated in the error message, and then press the tab on the front of the cartridge to release it.
    Figure 3: Press the tab on the front of the cartridge
    Illustration of pressing the tab of  the cartridge.
  8. Remove the cartridge from the slot.
    Figure 4: Remove the cartridge
    Illustration of removing the cartridge.
  9. Reinstall the cartridge. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot.
    CAUTION:Do not lift the latch next to the carriage to install cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down to install cartridges correctly.
    Figure 5: Slide the cartridge into its slot
    Illustration: Slide the cartridge into its slot.
  10. Press down on the cartridge until it clicks firmly into place.
    Figure 6: Press down on the cartridge
    Illustration:  Press down on the cartridge.
  11. Close the cartridge door.
    Figure 7: Close the cartridge door
    Illustration: 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: Turn the All-in-One off and on again

  1. Press the Power button ( ) to turn off the printer.
  2. Wait 15 seconds.
  3. Press the Power button ( ) to turn on the printer.
    NOTE:The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step three: Check the carriage latch

An open carriage latch can result in incorrectly seated cartridges. The printer cannot function properly with incorrectly seated cartridges. Follow these steps to make sure that the carriage latch is closed.
CAUTION:Leaving the latch handle raised can result in incorrectly seated cartridges and printing issues. The latch must remain down for correct cartridge installation.
  1. Grasp the access handles on the sides of the printer to open the cartridge door. The carriage moves to the center of the printer.
    Figure 8: Open the cartridge door
    Illustration: Open the cartridge  door.
  2. Make sure that the carriage latch securing the printhead is securely closed. After you check the carriage latch, continue to the next step.
    CAUTION:Do not lift the carriage latch. Just make sure that it is securely closed.
    Figure 9: Carriage latch in closed position
    Illustration: Carriage latch in closed position
    1 - Carriage latch
  3. Close the cartridge door.
    Figure 10: Close the cartridge door
    Illustration: 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 four: Clean the electrical contacts

Follow these steps to clean the electrical contacts on the cartridge indicated in the error message.
  1. Grasp the access handles on the sides of the printer to open the cartridge door. The carriage moves to the center of the printer.
    Figure 11: Open the cartridge door
    Illustration: Open the cartridge  door.
  2. Press the Power button ( ) to turn on the printer, if it is not already on.
  3. Have ready some dry foam-rubber swabs, lint-free cloth, or any soft material that will not come apart or leave fibers (coffee filters work well).
  4. Find the cartridge that is indicated in the error message, and then press the tab on the front of the cartridge to release it.
    Figure 12: Press the tab on the front of the cartridge
    Illustration of pressing the tab of  the cartridge.
  5. Remove the cartridge from the slot.
    Figure 13: Remove the cartridge
    Illustration of removing the cartridge.
  6. Hold the cartridge by its sides with the bottom pointing up, and then find the electrical contacts on the cartridge. The electrical contacts are four small rectangles of copper- or gold-colored metal on the bottom of the cartridge.
    Figure 14: Electrical contacts
    Illustration: Electrical contacts.
    1 - Electrical contacts
    2 - Ink window
  7. Wipe the electrical contacts with a dry swab or lint-free cloth.
  8. Find the electrical contacts inside the printer.
    Figure 15: Electrical contacts inside the printer
    Illustration: Electrical contacts inside the printer.
  9. Wipe the electrical contacts inside the printer with a dry swab or lint-free cloth.
  10. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot.
    CAUTION:Do not lift the latch next to the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down to install the cartridges correctly.
    Figure 16: Slide the cartridge into its slot
    Illustration: Slide the cartridge into its slot.
  11. Press down on the cartridge until it clicks firmly into place.
    Figure 17: Press down on the cartridge
    Illustration:  Press down on the cartridge.
  12. Close the cartridge door.
    Figure 18: Close the cartridge door
    Illustration: 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 five: Turn the All-in-One off and on again

  1. Press the Power button ( ) to turn off the printer.
  2. Wait 15 seconds.
  3. Press the Power button ( ) to turn on the printer.
    NOTE:The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step six: Replace the faulty cartridge

If you still receive the error message after cleaning the cartridge contacts and turning the printer of and on again, you might have a damaged cartridge. To check if your cartridge is still under warranty, see Limited Warranty for HP Ink Cartridges, Printheads, and Related Supplies (c00206040) (in English).
Follow these steps to replace the faulty cartridge.
The following video demonstrates the steps for replacing a cartridge in the printer.
  1. Press the Power button ( ) to turn on the product.
  2. Use the access handles on the sides of the product to open the cartridge door.
    Figure 19: Open the cartridge door
    Illustration: Open the cartridge access door.
  3. Press the tab on the front of the old cartridge to release it.
    Figure 20: Press the tab of the old cartridge
    Illustration of pressing the tab of  the old cartridge.
  4. Remove the cartridge from the slot.
    Figure 21: Remove the cartridge
    Illustration of removing the old cartridge.
  5. Remove the new cartridge from its packaging, and then pull the orange tab straight back to remove the plastic wrap.
    Figure 22: Remove the plastic wrap
    Illustration of removing the plastic wrap by pulling the orange tab.
  6. Twist the orange cap counterclockwise to snap it off.
    Figure 23: Remove the orange cap
    Illustration of removing the orange cap from the cartridge
  7. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot.
    CAUTION:Do not lift the latch next to the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down to install the cartridges correctly.
    Figure 24: Slide the cartridge into its slot
    Illustration: Slide the cartridge into its slot.
  8. Press down on the cartridge until it clicks firmly into place.
    Figure 25: Press down on the cartridge
    Illustration:  Press down on the cartridge
  9. Repeat these steps for each cartridge you replace.
  10. Close the cartridge door.
    Figure 26: Close the cartridge door
    Illustration: 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 seven: Service the All-in-One

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.