hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

HP DeskJet, ENVY 5000 Printers - Ink Cartridge Errors

This document is only for HP DeskJet Ink Advantage 5075, 5076, 5078, 5085, 5088, and HP ENVY 5010, 5020, 5030, 5032, 5034, 5052 and 5055 All-in-One printers.
The printer does not print, and one of the following error messages displays on the printer control panel or computer screen:
  • Cartridge Problem
  • Incompatible Ink Cartridge
  • Ink Cartridges Missing
Cartridge Problem error message on printer display

Step 1: Update printer firmware

Some releases of ink cartridges are not compatible with older versions of printer firmware. Update the firmware to resolve this problem.
If the error persists, continue to the next step.

Step 2: Make sure the ink cartridges are compatible

An ink cartridge error displays if the wrong ink cartridge is installed.
note:
This printer is enabled with dynamic security. It is intended for use with ink cartridges using only HP original electronic circuitry. Ink cartridges using modified or non-HP electronic circuitry might not work, and those that work today might not work in the future. For more information, go to Dynamic Security Enabled Printers.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
To purchase ink cartridges through other retailers, make note of the following ink cartridges that work with your printer.

HP DeskJet Ink Advantage 5000 All-in-One printers

The following table displays ink cartridge information for the HP DeskJet Ink Advantage 5075, 5076, 5078, 5085, and 5088 All-in-One printers.
Ink cartridge description
Latin America
Asia Pacific
Europe, Middle East, and Africa
Black ink cartridge
HP 664 Black
HP 664XL Black
HP 680 Black 
HP 680XL Black 
HP 652 Black
HP 652XL Black
Color ink cartridge
HP 664 Tri-color
HP 664XL Tri-color
HP 680 Tri-color
HP 680XL Tri-color
HP 652 Tri-color
HP 652XL Tri-color

HP ENVY 5000 All-in-One printers

The following table displays ink cartridge information for HP ENVY 5010, 5020, 5030, 5032, 5034, 5052 and 5055 All-in-One printers.
Ink cartridge description
North America and Asia Pacific (excluding India, China, and Indonesia)
Western Europe
Middle East, Africa, Latin America, and CIS
China, India, and Indonesia
Black ink cartridge
HP 65 Black
HP 65XL Black
HP 304 Black
HP 304XL Black
HP 123 Black
HP 123XL Black
HP 803 Black
HP 803XL Black
Color ink cartridge
HP 65 Tri-color
HP 65XL Tri-color
HP 304 Tri-color
HP 304XL Tri-color
HP 123 Tri-color
HP 123XL Tri-color
HP 803 Tri-color
HP 803XL Tri-color
If installing compatible genuine HP ink cartridges did not resolve the issue, continue to the next step.

Step 3: Make sure the ink cartridges are correctly installed

The printer might display an error if the ink cartridges are not correctly installed. Remove the ink cartridges, check them for any plastic tape, reinstall the ink cartridges, and then try to print again.
  1. Turn on the printer.
  2. Load plain paper into the input tray.
  3. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Opening the ink cartridge access door.
  4. Wait until the printer is idle and silent before you continue.
  5. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.
      Removing the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Do not touch the contacts or nozzles
  6. Inspect for and remove any protective tape from the contacts.
      caution:
    Do not remove the copper electrical strip.
    Removing the plastic tape
  7. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.
    note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Figure : Inserting the ink cartridge
    Inserting the ink cartridge.
  8. Close the lid on the ink cartridge slot to secure the ink cartridge into place.
  9. Repeat these steps for the other ink cartridge, if necessary.
  10. Close the ink cartridge access door.
    Closing the ink cartridge access door.
Try to print. If the error persists, continue to the next step.

Step 4: Clean the electrical contacts

The printer might display an ink cartridge error if the ink cartridge contacts are dirty. Unplug any cords or cables, remove the ink cartridges, and then clean the electrical contacts on the ink cartridges and print carriage.
  1. Gather the following materials:
    • Clean, dry foam-rubber swabs or a clean, lint-free cloth
    • Distilled or bottled water (tap water might damage the ink cartridge or the printer)
  2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Opening the ink cartridge access door.
  3. Wait until the printer is idle and silent before you continue.
  4. Disconnect any cords connected to the printer, such as the power cord and USB cable.
  5. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.
      Removing the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
  6. Hold the ink cartridge by its sides.
    Figure : Holding the ink cartridge by its sides
    Holding the ink cartridge by its sides
  7. Inspect the copper-colored contacts for ink and debris buildup.
  8. Lightly dampen a clean foam-rubber swab or lint-free cloth with distilled water, and then clean the contacts.
      caution:
    Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.
    Figure : Cleaning the contacts
    Cleaning the contacts
  9. Lightly dampen another clean foam-rubber swab or lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.
    Figure : Cleaning the carriage contacts
    Cleaning the carriage contacts
  10. Wait for the ink cartridge and carriage contacts to dry before you continue (approximately 10 minutes).
  11. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.
    note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Inserting the ink cartridge.
  12. Close the lid on the ink cartridge slot to secure the ink cartridge into place.
  13. Repeat these steps to clean and then reinsert the other ink cartridge.
  14. Close the ink cartridge access door.
  15. Reconnect the power cord or USB cable to the printer, if needed.
  16. Turn on the printer if it does not turn on automatically.
Try to print. If the error persists, continue to the next step.

Step 5: Reset the printer

Resetting the printer can resolve an ink cartridge error.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
    note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.

Step 6: Clean the ink cartridge contacts again

Cleaning the ink cartridge contacts again can help resolve the issue. Repeat the steps you performed earlier in this document to clean the contacts.
Try to print. If the error persists, continue to the next step.

Step 7: Install a new ink cartridge

Replace one or both ink cartridges indicated on the printer control panel.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to Printer and Page Yield Overview, and then review the limited warranty information for your supplies.
  1. Turn on the printer.
  2. Load plain white paper into the input tray.
  3. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Opening the ink cartridge access door.
  4. Wait until the carriage is idle and silent before you continue.
  5. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.
      Removing the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
  6. Remove the new ink cartridge from its package. Be careful to only touch the black plastic on the ink cartridge.
    Holding the ink cartridge by its sides.
  7. Remove the plastic tape from the ink cartridge.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Do not replace the protective tape on the contacts. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Removing the plastic tape
  8. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.
    note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Inserting the ink cartridge.
  9. Close the lid on the ink cartridge slot to secure the ink cartridge into place.
  10. Repeat these steps to install the other ink cartridge, if necessary.
  11. Close the ink cartridge access door.
    After you install new ink cartridges, the printer automatically prints an alignment page.
    If the printer does not print an alignment page, touch Setup on the printer control panel, touch Tools, and then touch Align Cartridges.
  12. Pull out the output tray, and then lift the output tray extender.
    Pulling out the output tray and lifting the output tray extender
  13. Wait for the alignment page to fully eject from the printer.
  14. After the alignment page prints, lift the scanner lid, place the alignment page with the print side down on the scanner glass. Position it according to the engraved guides around the glass.
    Placing the alignment page on the scanner glass
  15. Close the scanner lid, and then touch OK.
    The printer aligns the ink cartridges.
Try to print. If the error persists after you replace the ink cartridge, continue to the next step.

Step 8: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag Australia

hp-detect-load-my-device-portlet

Actions
Loading...