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'Incompatible Cartridge,' 'Ink Cartridge Problem,' or Other Cartridge-related Message Displays on the Control Panel

  • PrintPrint
This document is for the HP Photosmart Wireless e-All-in-One printers (B110).
After you install a cartridge, or during normal use, the printer does not print. The Status lights blink and one of the following error messages displays on the printer control panel:
  • 'Ink Cartridge Problem '
  • 'Incompatible Cartridge '
  • 'Non-HP Cartridges installed '
  • 'Print cartridge(s) missing or not detected '
  • 'Incorrect cartridge '
These errors, including 'Incompatible Cartridge ,' can occur with correct HP cartridges under the following circumstances:
  • The cartridge might need to be reinstalled.
  • The electrical contacts might be dirty.
  • The cartridges might need to be aligned.
  • A cartridge or the printer might have failed.
NOTE:This document does not apply to messages that refer to ink levels. Ink level messages are for planning purposes only, and do not prevent the printer from operating.HP cannot guarantee the quality of non-HP cartridges.Cartridge and printer warranty links are provided in this document.
Note about SETUP cartridges
SETUP cartridges are specially designed for printer initialization and to make sure that the estimated ink level gauge is correctly calibrated.

CAUTION:Failure to install the SETUP cartridges during the initial printer setup causes an error. Always use replacement cartridges to replace depleted cartridges. Installing SETUP cartridges after printer initialization causes an error.
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 latched

  1. Press the Power button ( ) to turn on the printer.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage becomes idle and silent before continuing.
    Figure 1: Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Make sure that the colored icon on each cartridge label matches the colored icon on the carriage slot.
    Figure 2: Match icons on the cartridge and carriage
    Image: Match icons on the cartridge and carriage
  4. Run a finger along the top of the cartridges to locate 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 any cartridge is sticking up and does not snap back down into place, follow these steps to adjust the cartridge tab.
    1. Press the tab on the front of the cartridge to release it, and then remove the cartridge from the slot.
      Figure 3: Remove the cartridge
      Illustration of removing the  cartridge from the slot.
    2. Gently bend the tab away from the cartridge. Be careful not to bend the tab out more than 1.27 cm (0.5 in).
      Figure 4: Bend the tab out
      Illustration of bending cartridge tab out.
  7. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot. Press down on the cartridge until it clicks firmly into place.
    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 for you to install the cartridges correctly.
    Figure 5: Reinstall the cartridge
    Illustration of reinstalling the cartridge
  8. Close the cartridge access door. The carriage moves back to the side of the printer.
    Figure 6: Close the cartridge access door
    Illustration of closing the cartridge access door.
  9. If you still receive the error message, press the Power button ( ) to turn the printer off, and then on again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution two: Make sure that the printhead latch is closed

  1. Press the Power button ( ) to turn on the printer, if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage becomes idle and silent before continuing.
    Figure 7: Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Make sure that the carriage latch securing the printhead is securely closed.
    CAUTION:Do not lift the carriage latch. Just make sure that it is securely closed.
    Figure 8: Carriage latch in closed position
    Image: Carriage latch in closed position
  4. Close the cartridge access door. The carriage moves back to the side of the printer.
    Figure 9: Close the cartridge access door
    Illustration of closing the cartridge access door.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution three: Check cartridge compatibility

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 all the cartridges are compatible , continue to the next solution in this document to clean the electrical contacts.
  • If any of the cartridges are incompatible , skip to the solution in this document to replace the cartridge .

Solution four: Clean the electrical contacts

Follow these steps to clean the electrical contacts on the cartridge indicated in the error message.
CAUTION:The cleaning procedure should take only a few minutes. Make sure that you reinstall the cartridges in the printer when instructed. Do not leave the cartridges outside the printer longer than 30 minutes. Doing so could damage both the printer and the cartridges.
  1. Press the Power button ( ) to turn on the printer, if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage becomes idle and silent before continuing.
    Figure 10: Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Press the tab on the front of the cartridge indicated in the error message to release it, and then remove the cartridge from the slot.
    Figure 11: Remove the cartridge
    Illustration of removing the cartridge from the slot.
  4. 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 12: Electrical contacts
    Illustration: Electrical contacts.
    1 - Electrical contacts
    2 - Ink window
  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 contacts.
  6. Find the electrical contacts inside the printer. The contacts look like a set of four copper or gold colored pins positioned to meet the contacts on the cartridge.
    Figure 13: Electrical contacts inside the printer
    Illustration: Electrical contacts inside the printer.
  7. Wipe the electrical contacts inside the printer with a dry swab or lint-free cloth.
  8. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot. Press down on the cartridge until it clicks firmly into place.
    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 for you to install the cartridges correctly.
    Figure 14: Reinstall the cartridge
    Illustration of reinstalling the cartridge
  9. Close the cartridge access door. The carriage moves back to the side of the printer.
    Figure 15: Close the cartridge access door
    Illustration of closing the cartridge access door.
  10. If you still receive the error message, press the Power button ( ) to turn the printer off, and then on again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution five: Repeat installation check and cleaning

If the previous solutions did not resolve the issue, repeat the solutions to make sure that the cartridges are latched and the printhead is closed, and then repeat the solution to clean the electrical contacts.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution six: Reset the printer

Follow these steps to reset the printer.
  1. Press the Power button ( ) to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Wait 60 seconds.
  4. Reconnect the power cord to the rear of the printer.
  5. Press the Power button ( ) to turn on the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution seven: Replace the cartridge

Follow these steps to replace the cartridge identified in the error message or to replace any incompatible cartridges.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.
Follow these steps to replace the cartridge indicated in the error message.

Step one: Replace the cartridge

The following video demonstrates the steps for replacing a cartridge in the printer.
NOTE:After you replace any cartridges, you must align the cartridges, as described in Step two of this solution.
  1. Press the Power button ( ) to turn on the printer.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage becomes idle and silent before continuing.
    Figure 16: Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Press the tab on the front of the old cartridge to release it, and then remove the cartridge from the slot.
    Figure 17: Remove the old cartridge from the slot
    Illustration of removing the old cartridge from the slot
  4. Remove the new cartridge from its packaging, and then pull the orange pull tab straight back to remove the plastic wrap.
    Figure 18: Remove the plastic wrap
    Illustration of removing the plastic wrap by pulling the orange tab
  5. Twist the orange cap counterclockwise to snap it off.
    Figure 19: Remove the orange cap
    Illustration of removing the orange cap from the cartridge
  6. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot. Press down on the cartridge until it clicks firmly into place.
    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 for you to install the cartridges correctly.
    Figure 20: Reinstall the cartridge
    Illustration of reinstalling the cartridge
  7. Repeat these steps for each cartridge you replace.
  8. Close the cartridge door. The carriage moves back to the side of the printer.
    Figure 21: Close the cartridge access door
    Illustration of closing the cartridge access door

Step two: Align the cartridges

Follow these steps to load plain paper and to align the cartridges.
  1. Lower the paper tray.
  2. Pull out the tray extension, and then lift up the paper catch.
  3. Slide the paper width guide to its outermost position.
  4. Load a stack of plain white paper into the paper tray. Slide the stack of paper forward until it stops.
    Figure 22: Load paper
    Illustration of loading paper
  5. Slide the paper width guide inward until it stops at the edge of the paper.
    Figure 23: Slide in the paper width guide
    Illustration of sliding the paper width guide inward
  6. When prompted after loading the paper, touch OK on the control panel to print an alignment page. The printer prints an alignment page.
    Figure 24: Example of an alignment page
    Illustration of an alignment page.
  7. Lift the printer lid.
    Figure 25: Lift the lid.
    Illustration of lifting the lid.
  8. Place the alignment page at the right front corner of the scanner glass with the print side down. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 26: Align the page on the scanner glass
    Illustration of aligning the page on the scanner glass correctly.
  9. Lower the lid.
  10. Touch OK . The printer scans the alignment page, completing the alignment.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , see the next solution.

Solution eight: 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.

Solution nine: Service the e-All-in-One

NOTE:Keep a print sample that shows the problem. If the ink cartridges, printhead, or printer is replaced under warranty, the support agent will request the print sample. If the printer is returned to HP, the print sample must be returned with the printer. Place the sample in the output tray when you package your printer for shipping.
These steps apply to all countries and regions except the Asia/Pacific/Japan region.
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.