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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:

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.
Follow the instructions on the page to identify your Cyan and Yellow cartridges.
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.
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.
  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

Why did an 'Incompatible' or 'Defective' message appear with a new HP cartridge?

A manufacturing issue for certain supplies can cause print quality problems or even printer damage. HP released firmware to prevent potential damage to your printer. HP will replace affected cartridges at no cost to you.

Why did HP remove certain ink cartridges from stores?

A manufacturing issue for certain supplies can cause print quality problems or even printer damage. HP is working proactively with resellers to replace affected cartridges to ensure customers do not experience poor print quality.

Are the ink cartridges in my printer affected?

You can follow the steps in this document to see if your cartridges are affected.

What printers and cartridges are potentially affected?

This problem potentially affects these products:

Ink cartridge	Printer model/series
HP 910/912/914/915 Cyan/Yellow (standard and XL)	HP Officejet 8010, 8012, 8013, 8015, 8018 AiO HP Officejet Pro 8020, 8022, 8026, 8028, 8030 AiO
HP 902-905 Cyan/Yellow (standard and XL)	HP Officejet 6950, 6954, 6962 AiO HP Officejet Pro 6960, 6968, 6970, 6974, 6975, 6978 AiO
HP 935 Cyan/Yellow (standard and XL)	HP Officejet 6812, 6815, 6820 e-AiO HP Officejet Pro 6830, 6835 e-AiO HP Officejet Pro 6230 ePrinter

What do I do if I have extra ink cartridges for my printer?

Please go to contact HP Customer Support for assistance with checking your extra cartridges. HP will exchange any that may be affected by this issue.

Can I still print?

Yes. Follow the steps in this document to continue printing in Black and White mode. All four cartridges must be installed in the printer.

Should I remove affected cartridges immediately from my printer?

No. Leave all cartridges installed in the printer until you receive replacements. All four cartridges must be installed to continue printing, even though not all of them are used for printing in Black and White mode.

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País/región: Flag

México

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Ejemplos: “LaserJet Pro P1102 atasco de papel”, “EliteBook 8440p bios”