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HP Officejet 4500 Wireless All-in-One Printer - G510n support

'Incorrect Print Cartridge' or 'Print Cartridge Problem' Message Displays on the Computer

  • PrintPrint
This document applies to the HP Officejet 4500 All-in-One printer series.
An 'Incorrect Print Cartridge(s)' or Print Cartridge Problem' error message displays on the computer. The attention light might () blink, and the printer does not print.
You can often resolve cartridge issues by reseating, cleaning, or replacing the cartridges.

Step One: Use Genuine HP Cartridges

Make sure that the cartridges are compatible with your printer.
Which cartridges you use might depend on your country/region. Follow these steps to purchase cartridges or check cartridge compatibility for your printer using HP SureSupply.
  1. Scroll to the bottom of the page and make sure that the country/region location is correct.
NOTE:For the United States only, go to the HP Home & Home Office Store .
Genuine HP cartridges can also be purchased from other retailers.

Step Two: Remove, Inspect, and then Reseat the Cartridges

A cartridge error message might display if a cartridge does not have full electrical contact with the printer. Follow these steps to remove, and then reinstall the cartridge.
NOTE:The graphics in this document might look different than your printer, but the steps are the same.
  1. Press the Power button to turn on the printer.
  2. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 1: Open the cartridge access door
    Image: Open the cartridge access door
  3. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 2: Remove the cartridge
    Image: Remove the cartridge
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles. This can result in clogs, ink failure, and bad electrical connections.
    Figure 3: Do not touch the contacts or ink nozzles
    Image: Do not touch the contacts or ink nozzles
  4. Remove any clear protective tape that still might be on the nozzles.
    Figure 4: Remove the protective tape
    Image: Remove the protective tape
    CAUTION:Do not attempt to remove the copper electrical strip.
  5. Slide the cartridge forward into the empty slot, and then gently push on the upper part of the cartridge until it clicks into place.
    Figure 5: Reinstall the cartridges
    Image: Reinstall the cartridge
    • The tricolor cartridge goes into the left carriage slot.
    • The black cartridge goes into the right carriage slot.
  6. Repeat these steps for the other cartridge.
  7. Close the cartridge access door.
  8. Try to print a page.

Step Three: Clean the Cartridge and Carriage Contacts

Follow these steps to clean the electrical contacts on the cartridge.
  1. Gather the following items before you clean the cartridge contacts:
    • Clean, distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that are damaging to the cartridge.
      CAUTION:Do not use platen cleaners or alcohol to clean the cartridge contacts. These can damage the cartridge or the printer.
    • Clean cotton swabs or any soft, lint-free material that does not stick to the cartridges (coffee filters work well).
    • Sheets of paper or a paper towel to place the cartridges on during the cleaning process.
  2. Press the Power button to turn on the printer.
  3. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 6: Open the cartridge access door
    Image: Open the cartridge access door
  4. Disconnect the power cord from the back of the printer.
  5. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 7: Remove the cartridge
    Image: Remove the cartridge
    NOTE:Do not leave the cartridges outside of the printer for more than 30 minutes. If the cartridge is outside of the printer for too long, the ink can dry and clog the nozzles.
  6. Hold the cartridge by its sides.
    Figure 8: Hold the cartridge by its sides
    Image: Hold the cartridge by its sides
  7. Inspect the ink cartridge contacts for ink and debris buildup.
  8. Dip a clean foam-rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  9. Clean only the copper-colored contacts
    Figure 9: Clean the contacts
    1 - Copper-colored contacts
    2 - Ink nozzles (do not clean)
  10. Repeat these steps for the other cartridge.
  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 on the carriage slots.
    Figure 10: The electrical contacts in the cartridge slots
    Image: The electrical contacts in the cartridge slots
  13. Wait 10 minutes to allow the cartridge and carriage electrical contacts to dry.
  14. Slide the cartridge forward into the empty slot, and then gently push on the upper part of the cartridge until it clicks into place.
    Figure 11: Reinstall the cartridges
    Image: Reinstall the cartridges
    • The tricolor cartridge goes into the left carriage slot.
    • The black cartridge goes into the right carriage slot.
  15. Close the cartridge access door.
  16. Reconnect the power cord to the back of the printer.
  17. Press the Power button to turn on the printer.
  18. Try to print a page.
  19. If you are still unable to print, repeat these steps to clean and reseat the cartridges. Multiple cleanings might be necessary to restore printing.

Step Four: Reset the Printer

Follow these steps to reset 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.

Step Five: Identify the Problem Cartridge

If cleaning and reseating the cartridge does not fix the problem, replace the cartridge with a new, compatible HP cartridge.
  1. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 12: Open the cartridge access door
    Image: Open the cartridge access door
  2. Push down on the top of the black cartridge (located to the right of the tri-color cartridge) to release it, and then pull it toward you to remove it from its slot.
    Figure 13: Remove the cartridge
    Image: Remove the cartridge
  3. Close the cartridge access door.
    • If the 'Incorrect Print Cartridge(s)' or the 'Print Cartridge Problem' error message still displays on the computer, proceed to the next step.
    • If the computer does not display an error message, skip to the 'replace the cartridge' step and replace the tri-color cartridge.
  4. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
  5. Push down on the top of the tri-color cartridge (located to the left of the black cartridge) to release it, and then pull it toward you to remove it from its slot.
  6. Slide the black cartridge forward into the empty right slot, and then gently push on the upper part of the cartridge until it clicks into place.
  7. Close the cartridge access door.
    • If the 'Incorrect Print Cartridge(s)' or the 'Print Cartridge Problem' error message still display on the computer, proceed to the 'Replace the cartridge' step and replace the black and the tri-color cartridge.
    • If the computer does not display an error message, proceed to the 'replace the cartridge' step and replace the tri-color cartridge.

Step Six: Replace the Problem Cartridge

Follow these steps to install a new cartridge. If you need to print immediately and the quality of the printouts is not a concern, you can print in backup mode .
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 the cartridges

The following video demonstrates how to replace a cartridge.
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.
  2. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 14: Open the cartridge access door
    Image: Open the cartridge access door
  3. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 15: Remove the cartridge
    Image: Remove the cartridge
  4. Remove the new cartridge from its packaging, and then carefully remove the plastic tape using the pink pull tab.
    Figure 16: Remove the protective tape
    Image: Remove the protective tape
    CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles. This can result in clogs, ink failure, and bad electrical connections.
    Figure 17: Do not touch the contacts or ink nozzles
    Image: Do not touch the contacts or ink nozzles
  5. Slide the cartridge forward into the empty slot, and then gently push on the upper part of the cartridge until it clicks into place.
    Figure 18: Install the cartridge
    Image: Install the cartridges
  6. Close the cartridge access door.
  7. Follow the instructions on the control panel to start the cartridge alignment. The printer aligns the cartridges and prints an alignment page.

Step Seven: Service the Printer

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.

Workaround

If you do not have a replacement cartridge available, you can still print. Remove the problem cartridge, and then print with the remaining cartridge. If you remove the tri-color cartridge, the printouts are in grayscale. If you remove the black cartridge, the printer prints slowly and the colors in the printouts might differ.
  1. Press the Power button to turn on the printer.
  2. Open the cartridge access door. The carriage moves to the right side of the printer. Wait until the carriage is idle and silent before you continue.
    Figure 19: Open the cartridge access door
    Image: Open the cartridge access door
  3. Push down on the top of the problem cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 20: Remove the cartridge
    Image: Remove the cartridge
  4. Close the cartridge access door. The control panel displays a message that one of the cartridges is not available for printing.
  5. Press the OK button to clear the message.
HP Officejet 4500 Wireless All-in-One Printer - G510n

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