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HP OfficeJet Pro X476, X576 Multifunction Printers - Error messages

Error messages

This document contains information about error messages that might display on the printer control panel, or on the computer screen. These messages provide information about the current status of the printer and situations that might require action.
The table below contains a list of common error messages, the causes for each of these errors, and solutions to resolve them.
Error messages and solutions
Error message on computer screen
Error message on printer control panel
Cause
Solution
Accessory Tray 3 Missing or Open
Accessory Tray 3 Missing or Open
The printer cannot detect the tray.
Install and close the tray.
Add Paper to Multi-Purpose Tray
Add Paper to Multi-Purpose Tray
The printer cannot detect paper in Tray 1.
Load more paper into the tray, and then touch the OK button.
ADF Misfeed
ADF Misfeed
The printer has detected a failure to feed paper through the document feeder.
Reload the paper and try the job again.
If the error persists, clean the document feeder pickup and feed rollers.
Automatic Document Feeder Cover Open
Automatic Document Feeder Cover Open
The document feeder cover is open.
Close the document feeder cover.
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 the error persists, replace the cartridge with a new supply.
  6. If replacing the cartridge with a new one does not resolve the issue, service the printer.
Ink cartridge problem
Cartridge Problem
The cartridges identified in the error 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 the error persists, replace the cartridge with a new supply.
  4. If replacing the cartridge with a new one does not resolve the issue, service the printer.
Clear Output Area
Clear Output Area
The printer 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 printer has detected that the ink cartridge door is open.
Close the ink access door.
Close Left Door
Close Left Door
The printer has detected that the left door is open.
Close the left door.
Counterfeit Cartridge Advisory
Counterfeit Cartridge Advisory
This is a software message only. The printer 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 printer cannot be used after the printer has been initialized.
Remove the SETUP 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 printer cannot detect the duplex module.
Install the duplex module.
Empty Ink Cartridge?
Empty Ink Cartridge?
The printer cannot detect ink in the indicated cartridge.
If ink is still present in the cartridge, touch the OK button to continue printing.
If the cartridge is empty, replace the cartridge.
HP Protected Cartridge Installed
HP Protected Cartridge Installed
The printer has detected cartridges that were locked in another printer using the HP Cartridge Protection feature. Cartridges locked in another printer will not work in this printer.
Replace the cartridge that is indicated in the error message.
Incompatible ink cartridges
Incompatible ink cartridges
The printer has detected a cartridge or cartridges that are not for use with the printer.
If a firmware upgrade is available, install it.
If the firmware upgrade does not resolve the issue, 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. Disconnect the power cord from the back of the printer, wait 30 seconds, and then reconnect the power cord.
Ink Sensor Failure
Ink Sensor Failure
The printer ink sensor has failed and the printer no longer prints.
  1. Open and close the cartridge door.
  2. If the issue persists, power-cycle the printer.
  3. If a power-cycle does not resolve the issue, service the printer.
Ink Sensor Warning
Ink Sensor Warning
The printer 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 printer cannot detect the tray.
Install and close the tray.
Non-HP ink cartridges installed
Non-HP Cartridge(s)
The printer has detected a non-HP cartridge or cartridges.
HP cannot guarantee the quality or reliability of non-HP supplies. Replace the cartridges with genuine HP cartridges to ensure the best print quality.
Paper Jam
Paper Jam
The printer has experienced a paper jam. Printing cannot continue until the jam has been cleared.
Follow the instructions on the printer control panel to clear the jam.
For additional information on clearing paper jams, see HP OfficeJet Pro X series - Resolve paper jams including "Print Zone" jams.
Paper Jam in Automatic Document Feeder
Paper Jam
The printer has detected a jam in the document feeder.
Clear the jam and then touch the OK button.
For additional information on clearing paper jams, see HP OfficeJet Pro X series - Resolve paper jams including "Print Zone" jams.
Paper size mismatch
Paper size mismatch
The paper size detected by the printer does not match the size selected in the software.
Select the correct paper size in the software application, load the size of paper dictated by the software into the paper tray, or touch the OK button to continue the job with the size mismatch.
Paper too short
Paper too short
The printer cannot print on paper that is shorter than 12.5 cm.
Load paper that exceeds the minimum supported size, and then re-send the print job.
note:
Refer to the User Guide to find the supported paper sizes.
Paper too short to auto-duplex
Paper too short to auto-duplex
The paper in the printer does not meet the minimum size requirements for automatic two-sided printing (duplexing).
Load paper that meets specifications for automatic duplexing.
note:
Refer to the User Guide to find the supported paper sizes.
Paper type mismatch
Paper type mismatch
The paper type detected by the printer does not match the type selected in the software.
Select the correct paper type in the software, load the type of paper dictated by the software into the paper tray, or touch the OK button to continue the job with the size mismatch.
Print Quality Warning
Print Quality Warning
The printer 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 printer or ink system has experienced an error.
Turn the printer off and then back on.
If the error persists, refer to the "Additional information" section at the end of this document for a link to contact HP Customer Support.
Printer Supply Upgrade
Printer Supply Upgrade
The printer has detected an upgrade cartridge.
Press the OK button to accept the upgrade cartridge, or 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 printer has detected a jam that is blocking the printhead.
Follow the instructions on the printer control panel to clear the jam.
If you are unable to clear the jam, and the error persists, refer to the "Additional information" section at the end of this document for a link to contact HP Customer Support.
Problem with Printer Preparation
Problem with Printer Preparation
The printer has detected an error with the printer clock. Print quality can be affected.
  1. Open and close the cartridge door.
  2. If the issue persists, power-cycle the printer.
  3. If the power-cycle does not resolve the issue, service the printer.
Problem with SETUP cartridges
Problem with SETUP Cartridge(s)
The printer has detected a problem with the setup cartridges, which prevents the printer 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 printer startup process.
Replace the cartridge that is indicated in the error message.
Tray 2 Out of Paper
Tray 2 Out of Paper
The printer cannot detect paper in the tray.
Load more paper into the tray, and then touch the OK button.
Tray 3 Door Open
Tray 3 Door Open
The printer has detected that the jam access door on the right side of accessory Tray 3 is open or shut incorrectly.
Close the Tray 3 door.
Tray 3 Out of Paper
Tray 3 Out of Paper
The printer cannot detect paper in the tray.
Load more paper into the tray, and then touch the OK button.
Use SETUP cartridges
Use SETUP cartridges
The printer needs the setup ink cartridges that came with the printer to perform the initial setup process.
Replace the cartridges with the SETUP ink cartridges that came with the printer. 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 printer 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 printer 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 printer 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.

Additional information

For additional information about your printer, such as how to replace cartridges, or to review the list of supported paper sizes and types, refer to the HP OfficeJet Pro X476 and X576 - User Guide.
If the information in this document did not help to resolve the error, or if the error message is not covered here, contact HP Customer Support for further assistance.

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