Jump to content

HP Photosmart e-All-in-One Printer - D110a support

'At least one of the cartridges has a problem', 'Non-HP Cartridges installed', 'Incompatible cartridge', or 'Incorrect cartridge' Error Message Displays on the Control Panel

  • PrintPrint
This document is for the HP Photosmart e-All-in-One (D110a and D110b) printers.
The printer does not print, and one of the following error messages might display on the printer control panel:
  • 'At least one of the cartridges has a problem'
  • 'Non-HP Cartridges installed'
  • 'Incompatible cartridge'
  • 'Incorrect cartridge'
These errors can occur with the correct HP cartridges under certain circumstances. The cartridge might need to be reinstalled, the electrical contacts could be dirty, the cartridges might need to be aligned, or there could be a failure of the cartridge or printer. If you need to print immediately and the quality of the printouts is not a concern, you can print in backup mode .

Solution one: Use genuine HP cartridges

HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. If you do not use genuine HP cartridges, the following solutions might not resolve your print quality issue.
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.

Solution two: Remove, inspect, and then reinstall the cartridge

The cartridge might not have the full electrical contact it needs. Follow these steps to remove, inspect, and then reinstall the cartridges.
CAUTION:Do not let the cartridge sit outside the printer for more than 30 minutes. If the cartridge is outside the printer for too long, the ink can dry and clog the nozzles.
  1. Press the Power button to turn on the printer, if it is not already turned on.
  2. Open the front access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
  3. Lightly press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure 1: Remove the cartridge
    Image: Remove the cartridge.
    CAUTION:Do not touch the copper-colored contacts or ink nozzles.
    Figure 2: Copper-colored contacts and ink nozzles
    Image: Copper-colored contacts and ink nozzles
    1 - Copper-colored contacts
    2 - Ink nozzles
  4. Make sure that there is not any protective tape on the cartridge.
    Figure 3: Remove the plastic tape
    Image: Remove the plastic tape.
    1 - Copper-colored contacts
    2 - Plastic tape with pull tab (must be removed before installing)
    3 - Ink nozzles under tape
  5. Check the copper-colored electrical contacts for debris.
  6. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its color-coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    Figure 4: Example of inserting the tri-color cartridge
    Image: Example of inserting the tri-color cartridge
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
    Figure 5: Color-coded cartridge slots
    Image: Color-coded cartridge slots
  7. Close the front access door.
  8. Print a page to see if the same message appears.

Solution three: Clean the contacts

Ink can build up on the cartridge and carriage contacts. Follow these steps to clean the cartridge and carriage electrical contacts.
  1. Gather the following materials:
    • Distilled water (tap water might contain contaminants that can damage the cartridge)
    • Cotton swabs, coffee filter or other soft, lint-free material
    • Clean sheet of paper
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
  3. Unplug the power cord from the rear of the printer.
  4. Lightly press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
  5. Place the cartridge on a sheet of paper with the copper strips facing up.
    CAUTION:Clean the cartridges one at a time. Do not leave a cartridge outside of the printer for more than 20 minutes.
  6. Clean the copper-colored contacts.
    1. Lightly moisten the lint-free material with distilled water and squeeze out any excess water.
    2. Gently wipe the cartridge copper contacts clean until there is no ink residue or debris on the cloth.
      CAUTION:Do not touch the ink nozzles. This can result in clogs, ink failure, and bad electrical connections.
      Figure 6: Ink nozzles and copper-colored contacts on the cartridge
      Image: Ink nozzles and copper-colored contacts on the cartridge
      1 - Ink nozzles (do not touch)
      2 - Copper-colored contacts
    3. Repeat this process on the other cartridge.
  7. Clean the carriage contacts.
    1. Lightly moisten the lint-free material with distilled water and squeeze out any excess water.
    2. Clean the electrical contacts in the carriage that holds the cartridges.
      NOTE:The carriage image might not look exactly like the carriage area in your printer, but the steps are the same for cleaning the electrical contacts in your printer.
      Figure 7: Electrical contacts inside the carriage
      Image: Electrical contacts inside the carriage
  8. Wait 10 minutes to allow the cartridge and carriage electrical contacts to dry.
  9. Reinstall the cartridges. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its color-coded slot until it snaps into place.
    Make sure that the icon on the cartridge matches the icon on the slot.
    Figure 8: Example of inserting the tri-color cartridge
    Image: Example of inserting the tri-color cartridge
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
  10. Connect the power cord to the back of the printer, and then press the Power button to turn on the printer.
  11. Close the front access door.
  12. Print a page to see if the same message appears.

Solution four: Repeat the cleaning and reinstalling steps

Repeat the solution to remove, inspect, and reinstall the problem cartridge, clean the contacts, and then try to print again.

Solution five: Reset the printer

A printer reset can resolve some cartridge issues. 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.

Solution six: Replace the problem cartridge

Follow these steps to replace the problem cartridge.
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.

Step 1: Replace the problem cartridge

Video of replacing a cartridge

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. Load plain white paper in the input tray.
  2. Press the Power button to turn on the printer.
  3. Open the cartridge door. Wait until the printer is idle and silent before you continue.
    Figure 9: Open the cartridge door
    Image: Open the cartridge door
  4. Lightly press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure 10: Remove the cartridge
    Image: Remove the cartridge
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Also, do not re-tape the cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
    Figure 11: 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 pull tab to remove the plastic tape.
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Also, do not re-tape the cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
    Figure 12: Remove the plastic tape
    Image: Remove the plastic tape
  6. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its color-coded slot until it snaps into place. Make sure that the icon on the cartridge matches the icon on the slot.
    • Insert the tri-color cartridge in the slot on the left.
    • Insert the black cartridge in the slot on the right.
    Figure 13: Color-coded cartridge slots
    Image: Color-coded cartridge slots
    Figure 14: Example of inserting the tri-color cartridge
    Image: Reinserting the cartridge
  7. Push the cartridge forward into its slot until it snaps into place.
  8. Repeat these steps to replace the other cartridge, if necessary.
  9. Close the cartridge door.

Step 2: Align the printer

Follow the steps below to align the cartridges.
  1. Make sure the printer is turned on and paper is loaded.
  2. Touch the button () next to the Setup icon () in the lower-left corner of the control panel.
  3. Touch the Right Arrow button () to select Tools, and then touch OK.
  4. Touch the Right Arrow button () to select Align Printer, and then touch OK. The printer prints an alignment page.
  5. Lift the printer lid.
  6. Place the alignment page on with the printed-side down on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help loading the alignment page.
    Figure 15: Place the alignment page on the scanner glass
    Image: Place the alignment page on the scanner glass
  7. Close the lid, and then press OK to complete the alignment.
  8. Wait while the printer scans the alignment sheet and completes the alignment process.

Solution seven: Service the printer

Contacting HP for service in 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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

Workaround: Print in backup mode

If you need to print immediately and the quality of the printouts is not a concern, you can print in backup mode.
If you do not have a replacement cartridge, you can still print in ink backup mode. Simply remove the problem cartridge, and print with the remaining cartridge.
  • If you remove the tri-color cartridge, printouts will be in grayscale.
  • If you remove the black or photo cartridge, the product prints slowly and the colors in the printouts might differ.
HP Photosmart e-All-in-One Printer - D110a

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+