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HP Customer Support - Knowledge Base

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  • Information

    Dear Customer, HP remains committed to serve you even during the current pandemic situation by ensuring the continuity of our operations. Given the evolving Covid-19 situation in the country, you might experience some delay in delivering Onsite support to locations which are not accessible due to local Govt regulations. Thank You for your understanding and support.

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    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

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    Create an HP account today!

     Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more​

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HP OfficeJet Printers - 'Incompatible' or 'Defective Cartridge' message

This document applies only to these HP Officejet and Officejet Pro printers that use HP 910, 912, 914, 915, 902-905, or HP 935 ink cartridges:
  • HP Officejet 6810, 6820, 6950, 6960, and 8010 printer series
  • HP OfficeJet Pro 6230, 6830, 6960, 6970, 8020, and 8030 printer series
HP recently identified a quality issue with certain production lots of supplies. To help mitigate this print quality degradation issue, we have released new firmware to identify affected ink cartridges and help protect your printer from this issue.
With the new firmware, some printers may encounter an Incompatible, Incompatible Cartridges, or Defective Cartridges error on the printer control panel or computer after inserting a new Original HP ink cartridge and do not print.
Please go to HP Printer Support so we can help you get your replacement supplies quickly. We apologize for any inconvenience caused.
If you see an Incompatible or Incompatible Cartridge message, follow these steps to see if you are eligible for replacement cartridges:
Incompatible Cartridges messages
Defective Cartridges message
  1. Go to HP Printer Support and enter your printer's serial number. For help finding your printer serial number, click one of the Tip links on the page.
  2. Follow the instructions on the page to identify your Cyan and Yellow cartridges.
  3. If you see the message You're eligible for a free replacement, either sign in or create a new HP account to provide your shipping information.
  4. Until your replacement cartridges arrive, you can follow these steps to print in black and white mode:
    • Windows:
      1. In your software application, click Print.
      2. Select your printer from the list of available printers.
      3. Click the option that opens the Printer Properties dialog box.
        Depending on your software application, this button might be called Properties, Options, Printer Setup, Printer Properties, Printer, or Preferences.
      4. On the properties window, click the Paper/Quality or Features tab, depending on your software.
        • To print using only the black ink cartridge, change one of the following settings depending on what displays.
          • Click Advanced, click Print in Grayscale, and then select Black Ink Only.
          • Click the Black & White button.
      5. Click OK, and then click Print to start the print job.
        The printer prints the print job in black ink for this print job only. See Printing with Black Ink Only (Windows) to learn how to change the default setting for all prints.
    • Mac:
      1. Open the document or photo you want to print, click File, click Print, and then click Show Details, if necessary.
      2. Select Black & White on the main dialog. The Presets menu also includes black and white options.
        Select Black & White in the print dialog
      3. To use less black ink, click Media & Quality in the unnamed print options menu at the center of the dialog, and then move the Quality slider to Draft.
      4. Click Print.
      5. To create a new preset based on the selected print settings, click the Presets menu, and then select Save Current Settings as Preset.

Frequently asked questions


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Country/Region: Flag India

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