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HP OfficeJet Pro X451 and X551 Series Printers - Error Messages

Error messages

The following control-panel messages and software error messages, which appear on the user's computer screen, indicate the current product status or situations that might require action.
Software message
Control panel message
Description
Solution
Accessory Tray 3 Missing or Open
Accessory Tray 3 Missing or Open
The product cannot detect the tray.
Install and close the tray.
Add Paper to Multi-Purpose Tray
Add Paper to Multi-Purpose Tray
The product cannot detect paper in Tray 1.
Load more paper into the tray, and then press or touch the OK button.
Ink cartridge failure
Cartridge Problem
The cartridges listed above appear to be missing or damaged.
HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP supplies. To check the authenticity of your cartridges, go to hp.com/go/anticounterfeit.
  1. Make sure all supplies are installed. If any slots are empty, install a supply.
  2. Remove the supply and check to make sure the chip is present. If it is not, replace the supply.
  3. If the chip is present, wipe it with a dry, lint-free material like a coffee filter or eyeglass cleaning wipe. Be careful not to touch the chip with anything else.
  4. Reinstall and wait 10 seconds. If the message doesn’t clear, turn the printer off and back on (if necessary, pull the plug).
  5. If that doesn’t clear it, replace the cartridge with a new supply.
  6. If that doesn’t work, service the printer.
Ink cartridge problem
Cartridge Problem
The cartridges listed above are damaged or have failed.
HP recommends that you use genuine HP cartridges. HP cannot guarantee the quality or reliability of non-HP supplies. To check the authenticity of your cartridges, go to hp.com/go/anticounterfeit.
note:
Your printer may be enabled with dynamic security. Cartridges using a non-HP chip may not work, and those that work today may not work in the future. For more information, see HP Inkjet Printers - Dynamic Security Feature Affecting Cartridges Using Non-HP Security Chip .
  1. Remove the supply and wipe the chip with a dry, lint-free material like a coffee filter or eyeglass cleaning wipe. Be careful not to touch the chip with anything else.
  2. Reinstall and wait 10 seconds. If the message doesn’t clear, turn the printer off and back on (if necessary, pull the plug).
  3. If that doesn’t clear it, replace the cartridge with a new supply.
  4. If that doesn’t work, service the printer.
Clear Output Area
Clear Output Area
The product has detected a jam in the output area.
Remove any paper from the output flap area.
Make sure that the flap can open and close. If it cannot, replace the output flap.
Close Ink Access Door
Close Ink Access Door
The product has detected that the ink cartridge door is open.
Close the door.
Close Left Door
Close Left Door
The product has detected that the left door is open.
Close the door.
Counterfeit Cartridge Advisory
Counterfeit Cartridge Advisory
This is a software message only. The product has detected a possibly counterfeit cartridge.
At the computer, click the hypertext link to report fraud, or click the Continue button to clear the message.
Do not use SETUP cartridges
Do not use SETUP cartridges
The setup cartridges that came with the product cannot be used after the product has been initialized.
Remove those cartridges, and then install non-setup cartridges. A new SETUP cartridge cannot be used in a printer that has already been initialized.
Duplex Module Missing
Duplex Module Missing
The product cannot detect the duplex module.
Install the duplex module.
Empty Ink Cartridge?
Empty Ink Cartridge?
The product cannot detect ink in the indicated cartridge.
If ink is still present in the cartridge, press or touch the OK button to continue printing. If the cartridge is empty, replace the cartridge.
HP Protected Cartridge Installed
HP Protected Cartridge Installed
The product has detected cartridges that were locked in another product using the HP Cartridge Protection feature. Cartridges locked in another product will not work in this product.
Replace the cartridge indicated in the error message.
Incompatible ink cartridges
Incompatible ink cartridges
The product has detected a cartridge or cartridges that are not for use with the product.
If a firmware upgrade is available, install it.
If that doesn’t help, service the printer.
Ink cartridges depleted
Ink cartridges depleted
One or more of the ink cartridges is empty.
Replace the empty cartridge or cartridges indicated in the error message.
If this message appears when the cartridge is new or appears to have ink, try the following:
  1. Make sure all doors and trays are closed.
  2. Make sure the printer is level (a pencil should not roll on the table).
  3. Unplug, wait 30 seconds, and plug back in.
Ink Sensor Failure
Ink Sensor Failure
The product ink sensor has failed and the product no longer prints.
  1. Open and close cartridge door.
  2. If that doesn’t help, power-cycle the printer.
  3. If that doesn’t help, service the printer.
Ink Sensor Warning
Ink Sensor Warning
The product ink sensor has detected an error. Printing with empty cartridge can lead to poor print quality.
Either the cartridge has been refilled (and the printer cannot sense ink levels), or the sensor has failed.
If print quality is okay, it is unlikely that sensor failure is the cause of the message.
Low on ink
Low on ink
The ink level in the indicated cartridge has reached a low level.
It is not necessary to replace the cartridge at this point. HP recommends having a replacement cartridge ready for when the cartridge is empty.
Main Tray 2 Missing or Open
Main Tray 2 Missing or Open
The product cannot detect the tray.
Install and close the tray.
Non-HP ink cartridges installed
Non-HP Cartridge(s)
The product has detected a non-HP cartridge or cartridges.
HP cannot guarantee the quality or reliability of non-HP supplies. Replace the cartridges with HP cartridges to ensure the best print quality.
Paper Jam
Paper Jam
The product has experienced a paper jam. Printing cannot continue until the jam has been cleared.
Follow the instructions on the product control panel to clear the jam.
Paper type mismatch
Paper size mismatch
The paper size detected by the product does not match the size selected in the software.
Select the correct size in the software, load the size dictated by the software, or press or touch the OK button to continue the job with the size mismatch.
Paper too short
Paper too short
The product cannot print on paper smaller than 12.5 cm in length.
Load paper that exceeds the product minimum supported size and re-send the print job.
Paper too short to auto-duplex
Paper too short to auto-duplex
The paper in the product does not meet the minimum size requirements for automatic two-sided printing (duplexing).
Load paper that meets specifications for automatic duplexing.
Paper type mismatch
Paper type mismatch
The paper type detected by the product does not match the type selected in the software.
Select the correct type in the software, load the type dictated by the software, or press or touch the OK button to continue the job with the size mismatch.
Print Quality Warning
Print Quality Warning
The product has detected a problem with the duplex module.
Remove and then reinstall the duplex module. If the error persists, replace the duplex module.
Printer Failure
Printer Failure
The product or ink system has experienced an error.
Turn the product off and then on.
Printer Supply Upgrade
Printer Supply Upgrade
The product has detected an upgrade cartridge.
Press the OK button or touch the Upgrade button to install the upgrade cartridge, or replace the cartridge.
Touch the Upgrade button to install the upgrade cartridge, or replace the cartridge.
Printer Supply Upgrade Problem
Printer Supply Upgrade Problem
A supply upgrade failed.
Replace the ink cartridges.
Printhead Jam
Printhead Jam
The product has detected a jam that is blocking the printhead.
Follow the instructions on the product control panel to clear the jam.
Problem with Printer Preparation
Problem with Printer Preparation
The product has detected an error with the product clock. Print quality can be affected.
  1. Open and close cartridge door.
  2. If that doesn’t help, power-cycle the printer.
  3. If that doesn’t help, service the printer.
Problem with SETUP cartridges
Problem with SETUP Cartridge(s)
The product has detected a problem with the setup cartridges, which prevents the product from completing the initialization process during initial installation.
Replace the cartridges.
Service Ink Capacity Warning
Service Ink Capacity Warning
The waste ink container on the duplex module is full or almost full. This can cause print quality issues (smearing).
Replace the duplex module, and then reset the service ink detection mechanism.
  1. Open the Support Menu by pressing the Back button four times.
  2. Scroll to System Configuration Menu, and then touch the OK button.
  3. Scroll to Service ink container Or Duplex module, and then touch the OK button.
  4. Scroll to Replace duplex module, and then touch the OK button.
  5. Follow the onscreen instructions to complete the process.
Startup Routine Ink Alert
Startup Routine Ink Alert
The cartridge indicated might not have enough ink to complete the product startup process.
Replace the cartridge indicated in the error message.
Tray 2 Out of Paper
Tray 2 Out of Paper
The product cannot detect paper in the tray.
Load more paper into the tray, and then press or touch the OK button.
Tray 3 Door Open
Tray 3 Door Open
The product has detected that the jam access door on the right side of accessory Tray 3 is open or shut incorrectly.
Close the door.
Tray 3 Out of Paper
Tray 3 Out of Paper
The product cannot detect paper in the tray.
Load more paper into the tray, and then press or touch the OK button.
Use SETUP cartridges
Use SETUP cartridges
The product needs the setup ink cartridges that came with the product to perform the initial setup process.
Replace the cartridges with the setup ink cartridges that came with the product. SETUP cartridges are required for initialization.
Once a SETUP cartridge has been used to initialize a printer, it can be used in the same or a different printer until it is depleted.
Previously used genuine HP cartridges installed
Used HP Cartridges
Used HP Ink Cartridge(s) installed
The product has detected a used cartridge or cartridges.
Press or touch the OK button to clear the message.
Used or Counterfeit Cartridge Detected
Used or Counterfeit Cartridge Detected
This is a software message only. The product has detected a refilled or counterfeit cartridge.
At the computer, click Yes or No to clear the message.
Used, Refilled or Counterfeit Cartridge Detected
Used, Refilled or Counterfeit Cartridge Detected
This is a software message only. The product has detected a possibly counterfeit cartridge.
At the computer, click the Buy Now button to purchase a genuine HP cartridge, or click the OK button to clear the message.
Very low on ink
Very Low on Ink
The ink level in the indicated cartridge has reached a very low level.
It is not necessary to replace the cartridge at this point. HP recommends having a replacement cartridge ready for when the cartridge is empty.

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