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HP Customer Support - Knowledge Base

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  • Information

    Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on an HP computer or printer – Click here

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HP Ink Tank 310, 410 Printers - An 'Incompatible' or 'Ink Cartridges Missing' Error Message Displays

This document is for HP Ink Tank 310, 311, 315, 316, 318, 319, Wireless 410, 411, 412, 415, 416, 418, and 419 printers.
After you install the printheads, the printer did not prime and an Incompatible or Ink Cartridges Missing error message displays on the computer screen. On the printer control panel, one or both of the Printhead icons, the Error icon , and the Printhead Alert light blink.

Step 1: Remove, inspect, and then reseat the printheads

The printer might display an error if the printheads are not correctly installed. Perform the following steps for the printhead(s) indicated by the Printhead icons on the printer control panel.
  1. Close the output tray extender, and then rotate the output tray left to stow it in the printer.
  2. Open the exterior door, and then open the printhead access door.
  3. If the carriage is not visible, press and hold the Black Color Copy button for 3 seconds.
    The carriage moves to the center of the printer.
    Access the print carriage
  4. Gently push down on the blue carriage latch.
    The blue carriage latch opens.
    Open the printhead carriage latch
  5. Lightly press down on the printhead to release it, and then pull the printhead out of its slot.
    Removing the printheads
  6. Make sure the plugs on top of the printhead have been removed.
    Pull the orange plugs
  7. Make sure the tape from the printhead contacts has been removed.
      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.
    Remove the tape
  8. Slide the printhead at a slight upward angle into the empty slot, and then gently push up on the printhead until it snaps into place.
    Insert the printheads
    • Insert the tri-color printhead into the left slot.
    • Insert the black printhead into the right slot.
  9. Close the blue carriage latch by pushing down firmly until the latch snaps into place.
    Image: Close the latch
  10. Close the printhead access door.
  11. Close the exterior door.
    The priming process continues.
If the error persists, and the printer did not prime, continue to the next step.

Step 2: Reset the printer

Resetting the printer can sometimes resolve a printhead error.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
  5. Turn the printer on.
If the error persists, continue to the next step.

Step 3: Service the printer

If the previous steps did not resolve the printhead error, or the printheads have already been primed, 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.

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