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HP Photosmart p1000/1000 Printer Troubleshooting

Resolving the Error Message 'Incorrect Color Cartridge Installation'

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Introduction

This document explains how to resolve a problem associated with the HP No. 78 Inkjet cartridge and the following printer models: HP Deskjet 970, 930, 950, and 1220; HP Photosmart P1000/1100,1000,1200, and 1300 series; and HP Officejet G and K series.
Symptoms include the following:
  • An “Incorrect Color Cartridge Installation” warning on the computer screen.
  • Flashing cartridge light on the printer (indicates a defective color cartridge).
  • The error “Remove and check black or color cartridge” appears on the front panel.
In most cases the printer prints without any problems. If you encounter these symptoms, perform the normal corrections for rejection. See the instructions below.
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Instructions

Solving the problem involves removing and reinstalling the cartridge in the printer. If this does not resolve the problem, then wiping the cartridge contacts might be necessary.

Remove and reinstall the cartridge

  1. Turn the HP printer on. Open the top cover of the printer.
  2. Remove the cartridges.
  3. Reinstall the cartridges.
  4. Close the top cover of the printer.
  5. Turn the printer off for a few seconds.
  6. Turn the printer on.
  7. Print a test page. If this does not fix the problem, proceed to the next section.

Wiping the cartridge contacts

  1. Turn the HP printer on. Open the top cover of the printer.
  2. After the print cartridges have moved to the center of the printer, unplug the power cord of the printer from the electrical outlet.
  3. Remove the HP No. 78 Inkjet cartridge.
  4. Using a dry, lint-free, clean cloth, wipe the contacts, from the top to the bottom.
    NOTE: Clean only the HP No. 78 Inkjet cartridge.
  5. The contacts inside the printer might require cleaning. Using a dry, lint-free, clean cloth, gently wipe the contacts, from the top to the bottom.
  6. Reinstall the cartridge and close the top cover of the printer.
  7. Plug the power cord in to the electrical outlet.
  8. Print a test page. If the symptoms continue, perform a hard reset on the printer as described in the next section.

Performing a hard reset on the printer

When the printing unit detects an issue with the cartridge, a software flag is set inside the device. This flag might not reset until a hard reset is performed on the printer.

HP Deskjet and HP Photosmart printers

  1. Verify that the printer is turned on.
  2. Open the printer and remove both cartridges.
  3. Unplug the power cord and other cables from the printer.
  4. After 30 seconds, plug the power cord and other cables in to the printer.
  5. Open the printer and reinstall both cartridges.
  6. Switch the printer on.
  7. Print a test page. If the problem persists, replace the cartridge.

HP Officejet and HP PSC all-in-one

  1. Verify that the unit is turned on.
  2. Remove the power cable from the back of the printer.
  3. Wait 30 seconds.
  4. Press and hold the POWER button on the front panel.
  5. Plug the power cord in to the back of the printer.
  6. Print a test page. If the problem persists, replace the cartridge.
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Questions and answers

What causes these symptoms?

The printer has a cartridge-check feature. If it detects a cartridge-contact problem such as dirt on a contact, it will give warnings. The warnings notify that a correction must be made, such as re-seating the cartridge or cleaning the contacts. When a problem is detected, a software flag is set within the printer that should be reset when the contact problem is corrected. Because of a firmware error, the flag does not reset until a hard reset is performed on the printer and repeated warnings are delivered. A hard reset resets the flag and eliminates the warnings.

What if the symptoms do not disappear when a hard reset is performed?

This indicates that another problem exists with the cartridge or the printer. Try a replacement cartridge. If the problem persists, the printer will need to be serviced.

Is HP doing anything to prevent this in new products?

Yes. Changes were made to the firmware in later model printers to reset the error flag without the need to perform a hard reset to the printer.
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