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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP Deskjet D2600 Series Printers - 'Cartridge Problem' or 'Incompatible Cartridges' Message Displays on the Computer in Windows and the Cartridge Status Lights Blink after Cartridges are Installed

This document is for HP Deskjet D2645, D2660, D2663, D2666, D2668, and D2680 printers.
A 'Cartridge Problem' or 'Incompatible Cartridges' error message displays on the computer running Windows after you install an ink cartridge, and one (or both) of the ink cartridge status lights begin to blink.
Step 1: Make sure the ink cartridges are compatible
An ink cartridge error displays if the wrong ink cartridge is installed.
  note:
HP cannot guarantee the quality of remanufactured or refilled ink cartridges. Use genuine HP ink cartridges for good print quality.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
Before you begin, make sure the newly installed ink cartridges are compatible with your printer.
Americas and Asia Pacific (excluding China, India, and Japan)
Western Europe
Africa, CIS, Japan, and Middle East
China and India
Ink cartridge
HP 60
HP 300
HP 121
HP 818
Step 2: Remove, inspect, and reseat the ink cartridge
The ink cartridge might not have full electrical contact with the printer. Removing and reinstalling the ink cartridge might help.
  note:
If you installed two new ink cartridges, perform the steps on both ink cartridges.
  1. If the printer is not already on, press the Power button to turn it on.
  2. Open the ink cartridge door.
    The carriage moves to the center of the printer.
    Figure : Open the ink cartridge door.
    Image of the ink cartridge door open.
  3. Wait until the carriage is idle and silent before you continue.
  4. Lightly press down on the ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
      caution:
    Do not leave ink cartridges outside the printer for more than 30 minutes.
    Figure : Remove the ink cartridge
    Image of removing the ink cartridge from its slot.
      caution:
    Do not touch the copper electrical contacts or the ink nozzles.
      Figure : Electrical contacts and nozzles
      Image of the electrical contacts and nozzles.
    1. Copper electrical contacts
    2. Nozzles
  5. Check the electrical contacts for debris.
  6. Remove any clear protective tape that might be still on the nozzles.
      caution:
    Do not try to remove the copper electrical strip.
    Figure : Remove any clear protective tape from the nozzles
    Image of the protective tape being removed from the nozzles.
  7. Find the number on the label on the top of the ink cartridge.
      Figure : Number on ink cartridge label
      Image showing the numbers on the ink cartridges.
    1. ink cartridge numbers
  8. Hold the ink cartridge with the HP logo on top, and insert the ink cartridge back into its slot. Push the ink cartridge in firmly until it snaps into place.
    • Insert the tri-color ink cartridge in the slot on the left.
    • Insert the black ink cartridge in the slot on the right.
  9. Hold the ink cartridge with the HP logo on top, and insert the ink cartridge back into its slot. Push the ink cartridge in firmly until it snaps into place.
    Figure : Example of reinserting the tri-color ink cartridge
    Image of reinserting the ink cartridge
  10. Close the ink cartridge door.
    Figure : Close the ink cartridge door
    Image of closing the ink cartridge door.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 3: Clean the ink cartridge contacts
Follow these steps to clean the electrical contacts on the ink cartridge.
  note:
Do not reinsert the ink cartridge until prompted to do so in the steps.
  1. Gather the following materials:
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that will not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)
        caution:
      Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.
  2. If the printer is not already on, press the Power button to turn it on.
  3. Open the ink cartridge door.
    The carriage moves to the center of the printer.
  4. Wait until the carriage is idle and silent before you continue.
  5. Lightly press down on an ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
      caution:
    Do not remove both ink cartridges at the same time. Remove and clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.
  6. Hold the ink cartridge by its sides.
    Figure : Hold the ink cartridge by its sides
    Image of holding the ink cartridge by its sides
  7. Dip a clean foam-rubber swab or lint-free cloth into distilled water, and then squeeze any excess water from it.
  8. Clean only the copper-colored contacts.
      Figure : Clean the contacts
      Image of cleaning the contacts.
    1. Copper-colored contacts
    2. Ink nozzles (do not clean)
  9. Either let the ink cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.
  10. Hold the ink cartridge with the HP logo on top, and insert the ink cartridge back into its slot. Push the ink cartridge in firmly until it snaps into place.
  11. Close the ink cartridge door.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 4: Repeat the reseating and cleaning steps
If the issue is not solved, repeat the steps you performed earlier in this document to reseat and clean the contacts.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 5: Replace the ink cartridge
Replace one or both ink cartridges indicated by the blinking Ink Level icon on the printer control panel.
  note:
If you do not have a replacement ink cartridge available, you can still print. Remove the problem ink cartridge, and then print with the remaining ink cartridge. If you remove the tri-color ink cartridge, the printouts are in grayscale. If you remove the black ink cartridge, the printer prints slowly and the colors in the printouts might differ.
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 hp.com/go/learnaboutsupplies, and then review the limited warranty information for your supplies.
  1. Press the Power button to turn on the printer, if it is not already turned on.
  2. Open the ink cartridge door.
    The carriage moves to the center of the printer.
    Figure : Open the ink cartridge door
    Image of opening the ink cartridge door.
  3. Wait until the carriage is idle and silent before you continue.
  4. Lightly press down on an ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
    Figure : Remove the ink cartridge
    Image of removing the ink cartridge from its slot.
  5. Remove the new ink cartridge from its packaging, and then carefully remove the plastic tape using the pull tab.
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Also, do not re-tape the ink cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
    Figure : Remove the plastic tape
    Image of removing the tape from the new ink cartridge
  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 the icon on the ink cartridge matches the icon on the slot.
    Figure : Example of inserting the tri-color ink cartridge
    Illustration of inserting the 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
    Illustration of the ink cartridges and their slots.
  7. Close the ink cartridge door.
    Figure : Close the ink cartridge door
    Illustration of closing the ink cartridge door.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 6: 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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