hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

A 'Cartridge failed or cartridge not compatible' Message Displays on HP Photosmart A525, A526, and A528 Printers

Issue
After installing a cartridge, the message 'Cartridge failed or cartridge not compatible' displays on the product. The product does not print.
Solution
Follow these steps to resolve the issue.
Step one: Remove, inspect, and reinstall the cartridge
The cartridge might not have full electrical contact with the product. Removing and reinstalling the cartridge might help.
  note:
HP cannot guarantee the quality of remanufactured or refilled cartridges. Use genuine HP cartridges to ensure good quality.
  1. Make sure the product is on.
  2. Open the cartridge access door, and then wait until the carriage is idle and silent.
    Figure : Open the cartridge access door
    Open the cartridge access door by pulling it towards you.
  3. Press down lightly on the end of the cartridge to release it.
    Figure : Release the cartridge
    Press down on the end of the cartridge to release it.
  4. Slide the cartridge out, and inspect it.
      caution:
    Do not touch the copper electrical contacts or the ink nozzles.
      Figure : Do not touch the copper electrical contacts and ink nozzles
      Illustration of the copper electrical contacts and the ink nozzles.
    1. Copper electrical contacts
    2. Nozzles
    • Make sure all the pink protective tape has been removed.
        caution:
      Do not remove the copper electrical strip.
        Figure : Remove the protective tape
        Remove the pink protective tape that covers the copper electrical contacts and the ink nozzles.
      1. Clear nozzle protective tape
    • Look at the number on the cartridge label and make sure that it is compatible with the product.
  5. Reinstall the cartridge in the product.
    • Hold the cartridge with the label on top. Slide the cartridge at a slight upward angle into the cradle so the copper-colored contacts go in first. Push the cartridge until it snaps into place.
      Figure : Reinstall the cartridge
      Slide the cartridge at a slight
upward angle into the cradle.
  6. Close the cartridge access door.
    An alignment page prints.
    Figure : Alignment page
    View of a cartridge alignment page
  7. Analyze the alignment page:
    • Checkmarks to the left of all the bars on the alignment page indicate that the cartridge is installed correctly and functioning correctly.
    • An “x” to the left of any of the bars on the alignment page indicates that the cartridge is installed incorrectly or functioning incorrectly.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step two: Clean the cartridge contacts
  1. Gather the following items to clean the cartridge:
    • Clean distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that damage the cartridge.
    • Cotton swabs or other soft, lint-free material that will not stick to the cartridge. (Coffee filters work well).
    • Sheets of paper or a paper towel to rest the cartridges on during cleaning.
  2. Place the cartridge on a piece of paper with the nozzle plate facing up.
      note:
    Clean the contacts quickly so that the cartridge is not outside the product for more than 30 minutes. If the cartridge is outside the product for too long, the ink can dry and clog the nozzles.
  3. Unplug the product.
  4. Dip a swab in the clean water, and then squeeze it to remove most of the moisture. The swab should be only slightly damp.
  5. Clean the cartridge contacts. Do not touch the nozzles.
    Figure : Cartridge contacts
  6. Either let the cartridge sit for ten minutes to allow the cleaned area to dry, or use a new swab to dry it.
  7. Reinstall the cartridge by holding the cartridge with the label on top. Slide the cartridge at a slight upward angle into the cradle so the copper-colored contacts go in first. Push the cartridge forward until it snaps into place.
    Figure : Reinstall the cartridge
    Slide the cartridge at a slight
upward angle into the cradle.
  8. Plug the product back in.
  9. Close the cartridge access door.
  10. Try to print again.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step three: Repeat reseating and cleaning steps
If the issue continues, repeat Step one: Remove, inspect, and reinstall the cartridge. Then repeat Step two: Clean the cartridge contacts.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step four: Replace the cartridge
The installed cartridge might not be working correctly, or might be incompatible with your product. Follow these steps to install a new HP cartridge.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
  1. Remove the new cartridge from its packaging. Be careful to touch only the black plastic.
  2. Gently remove the protective tape by pulling the pink pull tab.
      Figure : Remove the protective tape
      Remove the protective tape that covers the copper electrical contacts and the ink nozzles.
    1. Clear nozzle protective tape
      caution:
    Do not touch the copper electrical contacts or the ink nozzles.
      Figure : Do not touch the copper electrical contacts and ink nozzles
      Illustration of the copper electrical contacts and the ink nozzles.
    1. Copper electrical contacts
    2. Nozzles
  3. Press the Power button () to turn on the product, and then open the cartridge access door.
  4. Open the cartridge access door, and then wait until the carriage is idle and silent.
    Figure : Open the cartridge access door
  5. Push down on the cartridge, and then pull it outward from the carriage to remove it.
  6. Insert the new cartridge into the carriage with the label facing up and the copper colored contacts facing the inside of the product.
    Figure : Insert the cartridge into the carriage
  7. Push the cartridge into the carriage until it snaps into place.
  8. Make sure HP Advanced Photo Paper is loaded in the input tray.
  9. Close the cartridge access door.
    An alignment page prints.
    Figure : Alignment page
    View of a cartridge alignment page
  10. Analyze the alignment page:
    • Checkmarks to the left of all the bars on the alignment page indicate that the cartridge is installed correctly and functioning correctly.
    • An “x” to the left of any of the bars on the alignment page indicates that the cartridge is installed incorrectly or functioning incorrectly.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Middle East

hp-detect-load-my-device-portlet

Actions
Loading...