hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    Looking for Site Help?

    Learn about the features of the HP Customer Support site and how to use them to meet your online support needs. Click Here

     

hp-concentra-wrapper-portlet

Actions
Loading...

HP Officejet J3600 All-in-One Printer Series - 'Print Cartridge Problem' Message Displays on the All-in-One after Installing a Cartridge

Issue
After you install a new cartridge, the error message 'Print Cartridge Problem' displays on the product control panel. The attention light on the control panel flashes red, and the product does not print.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Before you begin, make sure the cartridge is compatible with your product.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    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.
Solution one: Remove, inspect, and reinstall the problem cartridge
Follow these steps to remove and inspect the problem cartridge, and then reinstall the cartridge. The cartridge mentioned in the error message is the problem cartridge.
  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
  3. Press down lightly on the end of the cartridge to release it from its slot, and then slide the cartridge out to remove it.
    Figure : Press down on the cartridge to release it
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Do not reapply the tape to the cartridge. Doing so can result in clogs, ink failure, and bad electrical connections
    Figure : Do not touch the contacts or nozzles
  4. Inspect the cartridge according to the following guidelines:
    • Make sure there is no debris on the cartridge contacts. If there is debris, skip to Solution two in this document to clean the contacts.
    • Remove all protective tape from the ink nozzle.
  5. If the cartridge is clean, free from protective tape, and compatible with your product, reinsert it into the product. Push the upper part of the cartridge forward until it clicks into place.
    • Tri-color cartridges go into the slot on the left.
    • Black cartridges go into the slot on the right.
    Figure : Reinsert the cartridge
  6. Close the print cartridge door.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Clean the problem cartridge
Follow these steps to clean the cartridge and the cartridge contacts inside the product.
  caution:
Do not leave the cartridge outside the product for more than 30 minutes. If the cartridge is outside the product for too long, the ink can dry and clog the nozzles.
  1. Gather the following items:
    • Clean, distilled water. Use bottled water if you cannot use distilled water.
        caution:
      Do not use tap water. Tap water can contain contaminants that can damage the cartridge.
    • Clean cotton swabs, or any soft, lint-free material that will not stick to the cartridges (coffee filters work well).
    • Clean sheets of paper or paper towels to rest the cartridge on while cleaning.
  2. Open the cartridge door. Wait until the carriage is idle and silent before continuing.
  3. Remove the cartridge from its slot, and then place it on a clean sheet of paper with its nozzles facing up.
  4. Disconnect the power cord from the electrical outlet.
  5. Clean the cartridge contacts.
    1. Dip a swab in the distilled or bottled water, and then squeeze the excess water from it.
    2. Hold the cartridge by its sides, and then clean the copper-colored contacts only. Do not touch or clean the ink nozzles.
        Figure : Clean the cartridge contacts
      1. Cartridge contacts
      2. Ink nozzles - do not clean
    3. Set the cartridge on a clean sheet of paper with its nozzles facing up to dry it.
  6. Clean the carriage contacts.
    1. Dip a fresh swab in the distilled or bottled water, and then squeeze the excess water from it.
    2. Clean the electrical contacts inside the product with the fresh swab.
      Figure : Electrical contacts inside the product
    3. Allow ten minutes for the contacts to dry, and then reinstall the cartridge.
  7. Close the print cartridge door, and then reconnect the power cord.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Repeat the cleaning and reinstalling steps
If the error message persists, repeat the steps in Solution one and Solution two in this document to inspect and clean the problem cartridge again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
If you have not already tried replacing the print cartridge, replace it. To find out if a new cartridge is covered under warranty, go to Limited Warranty for HP Ink Cartridges, Printheads, and Related Supplies (c00206040) (in English).
After you have the replacement cartridge, follow these steps to replace the problem cartridge.
  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
  3. Press down lightly on the end of the cartridge to release it from its slot, and then slide the cartridge out to remove it.
    Figure : Press down on the cartridge to release it
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Do not reapply tape to the cartridge. Doing so can result in clogs, ink failure, and bad electrical connections
    Figure : Do not touch the contacts or nozzles
  1. Remove the new cartridge from its packaging, and then remove the protective tape.
      Figure : Remove the protective tape
    1. Copper-colored contacts - do not touch
    2. Protective tape with pink pull tab - remove before installing
    3. Ink nozzles - do not touch
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Do not reapply tape to the cartridge. Doing so can result in clogs, ink failure, and bad electrical connections
    Figure : Do not touch the contacts or nozzles
  2. Slide the new print cartridge forward into the empty slot, and then push it forward until it clicks into place.
    • Tri-color cartridges go into the slot on the left.
    • Black cartridges go into the slot on the right.
    Figure : Install the new cartridge
  3. Close the print cartridge door.
If you do not have a replacement cartridge, you can print in backup mode. Remove the problem cartridge, and then print as usual with the remaining cartridge.
  • If you remove the tri-color cartridge, your printouts will be in grayscale (black and white).
  • If you remove the black or photo cartridge, the product will print more slowly. Also, the colors in the printouts might not be exactly as expected.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country: Flag Romania

hp-detect-load-my-device-portlet

Actions
Loading...