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HP DeskJet GT 5810, 5820 Printers - An 'Incompatible' or 'Ink Cartridges Missing' Error Message Displays

This document is for HP DeskJet GT 5810, 5820, and 5822 All-in-One 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.
  caution:
If this error occurred after the printer primed the new printheads, do not continue with the steps in this document or open the printhead latch. Opening the latch can cause permanent damage to the printheads. Skip to the step to Service the printer.
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.
    Figure : Closing the output tray
    Image: Close the output tray
  2. Make sure the ink valve is unlocked.
    Figure : Unlocking the ink valve
    Image: Ink valve unlocked
  3. Open the exterior door, and then open the printhead access door.
    The carriage moves to the center of the printer.
    Figure : Accessing the carriage
    Image: Access the print carriage
  4. Gently push down on the blue carriage latch.
    The blue carriage latch opens.
    Figure : Pushing down on the blue printhead carriage latch
    Image: Open the carriage latch
  5. Lightly press down on the printhead to release it, and then pull the printhead out of its slot.
    Figure : Removing the printhead
    Image: Removing the printheads
  6. Make sure the plugs on top of the printhead have been removed.
    Figure : Pulling out the orange plugs
    Image: 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.
    Figure : Removing the tape from the printhead contacts
    Image: 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.
    Figure : Inserting the black and color printheads
    Image: 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.
    Figure : Closing the blue carriage latch
    Image: Close the latch
  10. Close the printhead access door.
  11. Close the exterior door.
    The priming process should continue.
If the error persists and the printer did not prime, continue to the next step.
Step 2: Clean the printhead contacts
The printer might display a printhead error if the printhead contacts are dirty. Perform the following steps for the printhead(s) indicated by the Printhead icons on the printer control panel.
  caution:
Clean the printheads one at a time, and make sure the printheads are reinstalled in the printer as soon as possible. Leaving the printheads outside the printer for more than 30 minutes can damage them.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the printheads)
        caution:
      Do not use platen cleaners or alcohol to clean the printhead contacts. These can damage the printhead or the printer.
  2. Open the exterior door, and then open the printhead access door.
    The carriage moves to the center of the printer.
    Figure : Accessing the carriage
    Image: Access the print carriage
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Gently push down on the blue carriage latch.
    The blue carriage latch opens.
    Figure : Pushing down on the blue printhead carriage latch
    Image: Open the carriage latch
  5. Lightly press down on the printhead to release it, and then pull the printhead out of its slot.
      caution:
    Keep the printhead upright during removal to prevent ink from leaking.
    Figure : Removing the printhead
    Image: Removing the printheads
  6. Inspect the contacts for any debris buildup.
  7. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.
      caution:
    Be careful to wipe only the contacts. Do not smear any debris elsewhere on the printhead.
  8. Dip a clean foam-rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  9. Clean only the copper-colored contacts, and then allow the printhead to dry for approximately 10 minutes.
      caution:
    While cleaning the contacts, to avoid damaging the printhead, be careful not to touch the ink nozzles.
      Figure : Clean the printhead contacts
      Image: Clean the contacts
    1. Copper-colored contacts
    2. Ink nozzles (do not clean)
  10. Lightly moisten another foam-rubber swab with distilled water, and then squeeze any excess water from the swab.
  11. Use the swab to clean the electrical contacts in the carriage, located inside the printer.
  12. Clean the contacts in the carriage.
    Figure : The carriage contacts
    Image: The carriage contacts
  13. Either let the printhead sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.
      note:
    Make sure the printhead is not left out of the printer for more than 30 minutes.
  14. 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.
    Figure : Inserting the black and color printheads
    Image: Insert the printheads
    • Insert the tri-color printhead into the left slot.
    • Insert the black printhead into the right slot.
  15. Close the blue carriage latch by pushing down firmly until the latch snaps into place.
    Figure : Closing the blue carriage latch
    Image: Close the latch
  16. Close the printhead access door.
  17. Close the exterior door.
  18. Reconnect the power cord to the rear of the printer.
  19. Turn on the printer.
    The priming process should continue.
If the error persists, and the printer did not prime, continue to the next step.
Step 3: Clean the printhead contacts again
Cleaning the printhead contacts again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the contacts of the printhead.
If the error persists, and the printer did not prime, continue to the next step.
Step 4: Reset the printer
Resetting the printer can sometimes resolve a printhead 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.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
If the error persists, continue to the next step.
Step 5: 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 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.

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