Jump to content

A 'Cartridge Problem,' 'Ink Cartridge Failure,' 'Incompatible Ink Cartridges,' or 'Cartridge Missing or Damaged' Error Message Displays on the Control Panel

  • PrintPrint

Issue

After you install a cartridge, a 'Cartridge Problem,' 'Ink Cartridge Failure,' 'Incompatible Ink Cartridges,' or 'Cartridge Missing or Damaged' error message displays on the printer control panel. An icon displays on the control panel that indicates which cartridge is causing the error.

Before you begin

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/region location is correct.
Genuine HP cartridges can also be purchased from other retailers.
  • If the cartridges are compatible, continue with the solutions in this document.
  • If the cartridges are not compatible, continue to the step to replace the cartridge .

Solution one: Remove, inspect, and then reseat the cartridges

Follow these steps to make sure that the cartridges are inserted correctly.
NOTE:HP cannot guarantee the quality of remanufactured or refilled cartridges. Use genuine HP cartridges for good print quality.
  1. If the printer is off, 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 is idle and silent before continuing.
    Figure 1: Open the cartridge access door
    Image: Open the cartridge access door
  3. Press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure 2: Remove the cartridge
    Image: Remove the cartridge
    CAUTION:Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure 3: Do not touch the contacts or nozzles
    Image: Do not touch the contacts or nozzles
  4. Remove any clear protective tape that still might be on the nozzles.
    CAUTION:Do not try to remove the copper electrical strip.
    Figure 4: Remove any clear protective tape from the nozzles
    Image: Remove the protective tape from the nozzles
  5. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its slot. Make sure that the cartridge is inserted in the proper slot.
    Figure 5: Reinsert the cartridge
    Image: Insert the  cartridge into its slot
  6. Push the cartridge forward into its slot until it snaps into place.
    Figure 6: Snap the cartridge into place
    Image: Snap the cartridge into place
  7. Repeat these steps to replace the other cartridge, if necessary.
  8. Close the cartridge access door.
    Figure 7: Close the cartridge access door
    Image: 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: Restart the All-in-One

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, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Clean the cartridge contacts

Follow these steps to clean the contacts on the cartridge and in the cartridge slot.
CAUTION:Clean the cartridges one at a time. Do not leave a cartridge outside the printer for more than 30 minutes.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that will not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the cartridges)
      CAUTION:Do not use platen cleaners or alcohol to clean the cartridge contacts. These can damage the cartridge or the printer.
  2. Press the Power button () to turn on the printer.
  3. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before continuing.
    Figure 8: Open the cartridge access door
    Image: Open the cartridge access door
  4. Disconnect the power cord from the rear of the printer.
  5. Press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure 9: Remove the cartridge
    Image: Remove the cartridge
    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 printer for more than 30 minutes.
  6. Hold the cartridge by its sides.
    Figure 10: Hold the cartridge by its sides
    Image:  Hold the cartridge by its sides
  7. Inspect the contacts for ink and debris buildup.
  8. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.
    CAUTION:Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the cartridge.
  9. Dip a clean foam-rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  10. Clean only the copper-colored contacts, and then allow the cartridge to dry for approximately 10 minutes.
    Figure 11: Clean the contacts
    Image: Clean the contacts
    1 - Ink nozzles (do not clean)
    2 - Copper-colored contacts
  11. Lightly moisten another cotton swab with distilled water, and then squeeze any excess water from the swab.
  12. Use the swab to clean the electrical contacts in the carriage, located inside the printer.
  13. Clean the contacts in the carriage.
    Figure 12: Carriage contacts
    Image: Carriage contacts
  14. Either let the cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.
  15. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its slot. Make sure that the cartridge is inserted in the proper slot.
    Figure 13: Insert the cartridge into its slot
    Illustration of installing a cartridge
  16. Push the cartridge forward into its slot until it snaps into place.
    Figure 14: Snap the cartridge into place
    Image: Snap the cartridge into place
  17. Repeat these steps to clean and then reinsert the other cartridges.
  18. Close the cartridge access door.
    Figure 15: Close the cartridge access door
    Image: Close the cartridge access door
  19. Reconnect the power cord to the rear of the printer.
  20. Press the Power button () to turn on the printer if it does not turn on automatically.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Remove and then reinsert the cartridges again

Repeat the steps that you performed earlier in this document to remove and then reinsert the cartridges identified on the control panel.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution five: Clean the cartridge contacts again

Cleaning the cartridge contacts again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the contacts of the cartridges identified on the control panel.
  • 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 cartridge

Follow these steps to replace the cartridge or cartridges indicated on the printer control panel.
NOTE:The outside of the printer might not look exactly the same as your printer, but the steps are the same.
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.

Video of replacing a cartridge

The following video demonstrates how to replace a cartridge.
NOTE:This video shows an HP Deskjet 3512 e-All-in-One Printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the printer, if it is not already turned on.
  2. Load plain white paper into the input tray.
  3. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the printer is idle and silent before continuing.
    Figure 16: Open the cartridge access door
    Image: Open the cartridge access door
  4. Lightly press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure 17: Remove the cartridge
    Image: Remove the cartridge
    CAUTION:Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure 18: Do not touch the contacts or nozzles
    Image: Do not touch the contacts or nozzles
  5. Remove the new cartridge from its packaging, and then pull the pink pull tab to remove the plastic tape.
    Figure 19: Remove the plastic tape
    Image: Remove the tape from the cartridge
  6. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its slot. Make sure that the cartridge is inserted in the proper slot.
    Figure 20: Insert the correct cartridge into the slot
    Image: Insert the cartridge
  7. Push the cartridge forward into its slot until it snaps into place.
    Figure 21: Snap the cartridge into place
    Image: Snap the cartridge into place
  8. Repeat these steps to replace the other cartridge, if necessary.
  9. Close the cartridge access door.
    Figure 22: Close the cartridge access door
    Image: Close the cartridge access door
  10. Follow any prompts on the screen.
  11. Wait about 30 seconds for the alignment page to automatically print.
    Figure 23: The alignment page prints automatically after 30 seconds
    Image: The alignment page prints automatically after 30 seconds
    NOTE:The printer prints an alignment page automatically only when a new cartridge has been installed.
  • 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

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.

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+