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An 'Ink Cartridge Failure,' 'Incompatible Ink Cartridges,' or 'Ink Cartridge Problem' Error Message Displays on the All-in-One

  • PrintPrint

Issue

After inserting one or more new cartridges, one of the following error messages displays on the HP product control panel, and the product won't print:
  • 'Ink cartridge failure '
  • 'Incompatible ink cartridges '
  • 'Ink cartridge problem '
IMPORTANT : You must install SETUP cartridges during the initial product setup or a cartridge error occurs.

Unlike replacement cartridges, SETUP cartridges cannot be purchased from retailers. SETUP cartridges are available only in the box with a new HP product.

Solution one: Make sure that the cartridges are inserted correctly

Follow these steps to make sure that the cartridges are inserted correctly.
NOTE:Perform these steps only on cartridges that are indicated in the error message.
  1. Slip your fingers into the slot on the left side of the product, and then pull forward to open the cartridge access door. The carriage moves to the left side of the product. Wait until the carriage is idle and silent before proceeding.
    Figure 1: Open the cartridge access door
    Image: Open the cartridge access door
    1 - Slot for opening the cartridge access door
  2. Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
    Figure 2: Colored dot on cartridge label should match the colored dot on the carriage slot
    Image: Colored dot on cartridge label should match the colored dot on the carriage slot
    1 - Colored dot on cartridge label
    2 - Colored dot on carriage slot
  3. Push in on the front of the cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure 3: Remove the cartridge from its slot
    Image: Remove a cartridge from its slot
  4. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure 4: Push the cartridge forward in the slot until it clicks into place
    Image: Push cartridge forward into slot until it clicks into place
  5. Repeat these steps for other cartridges, if necessary.
  6. Close the cartridge access door.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the carriage latch

Follow these steps to make sure that the carriage latch is down.
  1. Slip your fingers into the slot on the left side of the product, and then pull forward to open the cartridge access door. The carriage moves to the left side of the product. Wait until the carriage is idle and silent before proceeding.
    Figure 5: Open the cartridge access door
    Image: Open the cartridge access door
    1 - Slot for opening the cartridge access door
  2. Make sure that the carriage latch is down. If the carriage latch is up, press it down until it clicks.
    Figure 6: Carriage latch is down
    Image: Carriage latch is down
  3. Close the cartridge access door.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Remove, inspect, and clean the problem cartridge

Ink buildup or debris on the cartridge contacts might cause a cartridge error. Follow these steps to remove, inspect, and clean the problem cartridge (the cartridge or cartridges indicated in the error message). First, make sure that you are using cartridges that 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.

Step one: Remove and inspect the cartridge

Follow these steps to remove and inspect the problem cartridge.
  1. Find a clean, lint-free cloth (eyeglass wipes or coffee filters work well) that you can use to clean the cartridge contacts.
  2. Press the Power button ( ) on the HP product to turn it on.
  3. Slip your fingers into the slot on the left side of the product, and then pull forward to open the cartridge access door. The carriage moves to the left side of the product. Wait until the carriage is idle and silent before proceeding.
    Figure 7: Open the cartridge access door
    Image: Open the cartridge access door
    1 - Slot for opening the cartridge access door
  4. Push in on the front of the cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure 8: Remove the cartridge from its slot
    Image: Remove a cartridge from its slot
  5. Inspect the cartridge for ink buildup or debris.

Step two: Clean the cartridge contacts

Follow these steps to clean the cartridge contacts.
CAUTION:Clean the cartridges one at a time. Do not leave a cartridge outside of the product for more than 10 minutes. Also, never turn off the product when a cartridge is removed from its slot. Leaving cartridge slots empty might cause damage to the cartridge ink system.
  1. With a clean, lint-free cloth (eyeglass wipes or coffee filters work well), wipe the copper-colored contact on the cartridge.
    Figure 9: Copper-colored contact on the cartridge
    Image: Copper-colored contact on the cartridge
  2. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure 10: Push the cartridge forward in the slot until it clicks into place
    Image: Push cartridge forward into slot until it clicks into place
    NOTE:Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
  3. Repeat these steps for other cartridges, if necessary.
  4. Close the cartridge access door.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Repeat the cartridge cleaning steps

If the error message still displays on the product control panel, repeat the cartridge cleaning steps in the previous solution.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Replace the problem cartridge

If none of the preceding steps resolved the issue, follow these steps to replace the problem cartridge.
NOTE:To check if your cartridges can be replaced under warranty, go to www.hp.com/go/learnaboutsupplies , select your country from the drop-down list in the top, right-hand corner of the page, and then look for ‘Ink supplies warranty’.
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. Slip your fingers into the slot on the left side of the product, and then pull forward to open the cartridge access door. The carriage moves to the left side of the product. Wait until the carriage is idle and silent before proceeding.
    Figure 11: Open the cartridge access door
    Image: Open the cartridge access door
    1 - Slot for opening the cartridge access door
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 12: Remove the cartridge from its slot
    Image of removing a cartridge
  4. Remove the new cartridge from its packaging.
  5. Hold the cartridge so that the cartridge contacts are facing toward the product.
  6. Slide the new cartridge into its slot, and then gently push it forward until it clicks into place.
    NOTE:Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure 13: Insert the cartridge into its color-coded slot
    Image of inserting the cartridge into its color-coded slot
    CAUTION:Do not lift the latch handle on the carriage to insert cartridges. Doing so could cause the printhead or cartridges to be incorrectly seated, which could damage the print mechanism and cause printing problems.
  7. Repeat these steps for other cartridges, if necessary.
  8. Close the cartridge access door.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Replace the printhead

If you have completed all of the preceding troubleshooting steps and are still experiencing a problem, contact HP to replace the printhead assembly.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 , click here to view additional printer support options starting as low as $20.

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