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Issue
The message 'Cartridge(s) Problem ', or 'Incompatible Cartridge ' displays on the computer. The following symptoms also accompany this error:
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
If these steps resolved the issue , you do not need to continue troubleshooting. If the issue persists , continue to the next solution.
CAUTION:If the product is not on, it will not release the cartridges. You might damage the product if the cartridges are seated incorrectly when you try to remove them. 2. Open the cartridge cover. Figure 1: Open the cartridge cover
Illustration of opening the cartridge cover The cartridge carriage moves to the center of the product. 3. Wait until the carriage is idle and silent, and then lightly press down on a cartridge to release it. Figure 2: Remove the cartridge
1 - The tri-color cartridge is on the left side of the carriage 2 - The black cartridge is on the right side of the carriage
Illustration of removing the cartridges 4. Pull the cartridge toward you out of its slot, and then inspect it. CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles. 5. Figure 3: Cartridge contacts and nozzles
6.
7. 1 - Copper-colored electrical contacts (do not touch) 8. 2 - Nozzles (do not touch)
9. Illustration of the cartridges o Check the copper-colored electrical contacts for debris. o Make sure that no clear protective tape remains on the contacts or nozzles. Figure 4: Remove the protective tape
Illustration of the copper electrical strip CAUTION:Do not try to remove the copper electrical strip.
o
Check the number on the cartridge label to make sure it is compatible with the product, and then compare it with the following table. Figure 5: Number on cartridge label
1 - Cartridge numbers
Illustration of cartridge numbers Abbreviated Country/Region Zone* Cartridge Description Black cartridge (standard yield) Color cartridge (standard yield) Black cartridge (high yield) Color cartridge (high yield) North and South America, Korea (Zone 1) HP 60 HP 60 HP 60XL HP 60XL Europe (Zone 2) HP 300 Russia, China, Japan (Zone India (Zone 3) 4) HP 121 HP 818 HP 818XL HP 818 HP 818XL
HP 300XL HP 121XL
To find a complete list of compatible cartridges, do the following: 1. Go to www.hp.com/buy/suresupply . 2. Click the language selection link next to the globe icon. Figure 6: Language selection link
Red arrow pointing to the language selection link 3. From the drop-down lists, select the appropriate Language and Location , and then click Save . 4. Enter your product number, and then press Enter . A list of compatible cartridges appears. 10. If the cartridge is compatible with the product, reinstall it in the product. o Hold the cartridge with the HP logo on top, and then insert the cartridge back into the carriage slot. Push the cartridge firmly into the slot until it snaps into place.
The tri-color cartridge installs in the left carriage slot. The black cartridge installs in the right carriage slot.
If these steps resolved the issue , you do not need to continue troubleshooting. If the issue persists , continue to the next solution.
Illustration of opening the cartridge cover The carriage moves to the center of the product. 3. Wait until the carriage is idle and silent, and then lightly press down on a cartridge to release it. Figure 9: Remove the cartridge
1 - The tri-color cartridge is on the left side of the carriage 2 - The black cartridge is on the right side of the carriage
Illustration of removing the cartridges 4. Place the cartridges on a sheet of paper with the copper strips facing up. CAUTION:Do not leave the cartridges out of the product for more than 30 minutes. 5. Lightly moisten a cotton swab with distilled water, and then squeeze any excess water from the swab. 6. Hold the ink cartridge by its sides, and then clean only the copper-colored contacts. CAUTION:Do not touch the ink nozzles. Doing so can result in clogs, ink failure, and bad electrical connections. 7. Figure 10: Clean cartridge contacts
8.
9. 1 - Copper-colored contacts 10. 2 - Ink nozzles (do not clean)
11. Illustration of cleaning the contacts 12. Repeat this process until no ink residue or debris shows on the swab. 13. Either let the cartridge sit for ten minutes to allow the cleaned area to dry, or use a new swab to dry it. 14. Hold the cartridge with the HP logo on top, and then insert the cartridge back into the carriage slot. Push the cartridge firmly into the slot until it snaps into place. Figure 11: Insert the cartridge into the carriage
Illustration of how to insert a cartridge The tri-color cartridge installs in the left carriage slot. The black cartridge installs in the right carriage slot. 15. Close the cover. Figure 12: Close the cover
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If these steps resolved the issue , you do not need to continue troubleshooting. If the issue persists , continue to the next solution.
If these steps resolved the issue , you do not need to continue troubleshooting. If the issue persists , continue to the next solution.
Illustration of the product's cartridge door opening. 3. Wait for the carriage to move to the center of the product. 4. When the carriage stops, press down on the cartridge to release it, and then remove it from the slot. Figure 14: Press down on the cartridge
Illustration of how to press down on the cartridge NOTE: If replacing both cartridges, note their positions on the carriage. The tri-color cartridge occupies the left slot, and the black cartridge occupies the right slot.
Illustration showing the cartridge removed from its packaging. 2. Carefully pull the pink pull-tab to remove the plastic tape. Figure 16: Remove the plastic tape from the cartridge
Illustration showing plastic tape being removed from cartridge CAUTION:Do not touch the copper-colored electrical contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections. Figure 17: Do not touch the electrical contacts or the ink nozzles on the cartridge
Illustration cautioning against touching the cartridge's electrical contacts or ink nozzles 3. Slide the cartridge into the slot, and then press your thumb firmly on the cartridge until it clicks into place. NOTE: The cartridge drops slightly as it approaches its seat on the carriage. Allow it to do so, and then continue to push until the cartridge clicks into place. 4. Figure 18: Press the cartridge into the slot firmly
5. Illustration of thumb pushing cartridge into slot 6. Follow these same steps to replace the other cartridge, if necessary. 7. Close the cartridge door only. Leave the paper tray down. Figure 19: Close the cartridge door - leave the paper tray down
page. 6. Wait for the test page to print, and then follow the on-screen instructions. 7. Click Done .
If these steps resolved the issue , you do not need to continue troubleshooting. If the issue persists , continue to the next solution.
Solution six: Service the printer Service the Product - Contextual Wrapper
There might be a problem with the product hardware or a component may not be functioning correctly. The next step is to service the product. 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 products warranty status, go to HPs Warranty Check Tool .
If your product is in warranty , contact HP. If your product is out of warranty , fees might apply for contacting HP.
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 products warranty status, go to HPs 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.
After you install a print cartridge, the attention light begins to flash red. The printer will not print. One of the following messages may appear on the control panel:
Color or Right Print Cartridge is not compatible Incorrect Print Cartridge(s) Print Cartridge Problem Incorrectly Installed Cartridge(s) Black or Color Cartridge(s) Failed Solution Work through the sections below in order. When the attention light stops blinking, you have solved the problem. NOTE:In the procedures below, the "problem" cartridge is identified by the blinking attention light. Either one or both of the cartridges could be causing the problem. Step 1: Remove, inspect, and reseat the problem cartridge The print cartridge may not have full electrical contact with the printer. Removing and reinstalling the cartridge may help.
NOTE:HP cannot guarantee the quality of remanufactured or refilled cartridges. 1. Make sure the printer is on. Press the Power button if it is not lit.
2. Open the printer cover, then wait until the print cartridge carriage is idle and silent. 3. Press down lightly on the end of the problem cartridge to release it. Figure 1: Removing the tri-color cartridge
4.
CAUTION:Do not touch the copper electrical contacts or the ink nozzles. Figure 2: Electrical contacts and nozzles
Check the electrical contacts for debris. Make sure all the clear nozzle protective tape has been removed. CAUTION:Do not attempt to remove the copper electrical strip! Figure 3: Removing the clear nozzle protective tape
Look at the number on the print cartridge label and make sure it is compatible with your printer. Compatible print cartridges are listed in the Printer Reference Guide supplied with your printer.
Cartridges marked with a square or pentagon go into the right carriage slot. Figure 5: Pushing the cartridge into place
To view a demonstration of how to remove and replace print cartridges, follow these steps: 1. Click the Start button and click the HP Solution Center icon to open the toolbox. 2. Under Device Support, click the How do I button to display a list of topics. 3. Select Replace print or ink cartridges , drag your cursor right, and click the printer's name. The video will start. Step 2: Clean the problem cartridge contacts 1. Gather the following items to clean the cartridge and carriage:
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Clean distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that damage the cartridge. Clean cotton swabs or any soft, lint-free material that will not stick to the cartridges (coffee filters work well). Sheets of paper or a paper towel to rest the cartridge on during cleaning.
2. Open the product cover and wait until the carriage is idle and silent. 3. facing up. Remove the cartridge and place it on a piece of paper with the nozzle plate
NOTE:Clean the contacts quickly so that the cartridge is not outside of the product for more than 30 minutes. If the cartridge is outside of the product for too long, the ink can dry and clog the nozzles. 4. Unplug the product from the electrical outlet. 5. Dip the swab or other cleaning material in the water and squeeze it to remove most of the moisture. The swab should be only slightly damp. 6. Clean the cartridge contacts. CAUTION:Do not touch the ink nozzles. Figure 6: Cartridge contacts
8. Either let the cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it. 9. Reinstall the cartridge. 10. Reconnect the product to the electrical outlet. 11. Close the product cover. Figure 8: Print Carriage contacts
Step 3: Repeat reseating and cleaning steps If the problem is not solved, repeat the reseating and cleaning procedures above. Step 4: Contact HP If a cartridge replacement was not tried previously to solve this problem, replace the problem cartridge now. Click here (c00206040) (in English) to see if the cartridge is covered under warranty. Step 5: 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.
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