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HP Photosmart e-All-in-One (D110a and D110b) Printer Series - '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

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 ink cartridges under certain circumstances. The ink cartridge might need to be reinstalled, the electrical contacts could be dirty, the ink cartridges might need to be aligned, or there could be a failure of the ink 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 ink cartridges
Make sure that the installed ink cartridges are compatible with your printer and that they are unmodified, genuine HP ink cartridges.
Ink cartridge Description
Country/Region
The Americas
Europe
Middle East and Africa
Asia Pacific
Black ink cartridge
HP 60 Black
N/A
N/A
N/A
Color ink cartridge
HP 60 Tri-color
N/A
N/A
N/A
Visit HP SureSupply to check ink cartridge compatibility or purchase replacement ink cartridges.
  1. Go to the HP SureSupply website.
  2. Scroll to the bottom of the page, then make sure that the country/region location is correct.
  3. Follow the on-screen instructions to order new ink cartridges or check ink cartridge compatibility with your printer.
Genuine HP ink cartridges can also be purchased from other retailers.
HP recommends that you use genuine HP ink cartridges. HP cannot guarantee the quality or reliability of non-HP ink cartridges or refilled HP ink cartridges. If you do not use genuine HP ink cartridges, the steps in this document might not resolve print quality issues.
Solution two: Remove, inspect, and then reinstall the ink cartridge
The ink cartridge might not have the full electrical contact it needs. Follow these steps to remove, inspect, and then reinstall the ink cartridges.
 caution:
Do not let the ink cartridge sit outside the printer for more than 30 minutes. If the ink 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 ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
    Figure : Remove the ink cartridge
    Image: Remove the ink cartridge.
     caution:
    Do not touch the copper-colored contacts or ink nozzles.
      Figure : 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 ink cartridge.
      Figure : 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 ink cartridge by its sides with the nozzles toward the printer, and then insert the ink cartridge into its color-coded slot until it snaps into place. Make sure that the icon on the ink cartridge matches the icon on the slot.
    Figure : Example of inserting the tri-color ink cartridge
    Image: Example of inserting the tri-color ink cartridge
    • Insert the tri-color ink cartridge in the slot on the left.
    • Insert the black ink cartridge in the slot on the right.
    Figure : Color-coded ink cartridge slots
    Image: Color-coded ink 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 ink cartridge and carriage contacts. Follow these steps to clean the ink cartridge and carriage electrical contacts.
  1. Gather the following materials:
    • Distilled water (tap water might contain contaminants that can damage the ink cartridge)
    • Cotton swabs, coffee filter or other soft, lint-free material
    • Clean sheet of paper
  2. Open the ink 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 ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
  5. Place the ink cartridge on a sheet of paper with the copper strips facing up.
     caution:
    Clean the ink cartridges one at a time. Do not leave a ink 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 ink 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 : Ink nozzles and copper-colored contacts on the ink cartridge
        Image: Ink nozzles and copper-colored contacts on the ink cartridge
      1. Ink nozzles (do not touch)
      2. Copper-colored contacts
    3. Repeat this process on the other ink 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 ink 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 : Electrical contacts inside the carriage
      Image: Electrical contacts inside the carriage
  8. Wait 10 minutes to allow the ink cartridge and carriage electrical contacts to dry.
  9. Reinstall the ink cartridges. Hold the ink cartridge by its sides with the nozzles toward the printer, and then insert the ink cartridge into its color-coded slot until it snaps into place.
    Make sure that the icon on the ink cartridge matches the icon on the slot.
    Figure : Example of inserting the tri-color ink cartridge
    Image: Example of inserting the tri-color ink cartridge
    • Insert the tri-color ink cartridge in the slot on the left.
    • Insert the black ink 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 ink cartridge, clean the contacts, and then try to print again.
Solution five: Reset the printer
A printer reset can resolve some ink 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 ink cartridge
Follow these steps to replace the problem ink cartridge.
If you have a defective ink 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, then review the limited warranty information for your supplies.
Step 1: Replace the problem ink 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 : 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 : 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 : 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 : 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 : Color-coded cartridge slots
    Image: Color-coded cartridge slots
    Figure : 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 : 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.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.
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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