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HP Photosmart 6510 Printers - 'Incompatible Ink Cartridge' or 'Indicated Ink Cartridge Must Be Replaced' Displays on the Control Panel

This document is for the HP Photosmart 6510 printers.
After you install a cartridge, an 'Incompatible Ink Cartridge(s)' or a 'The indicated Ink Cartridge(s) must be replaced' error message displays on the printer control panel. An icon displays on the control panel that indicates which cartridge is causing the error.

Solution one: Use genuine HP ink cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
Purchase replacement cartridges and other supplies from the HP Store or local retailers.

Solution two: Make sure that the cartridges are inserted correctly

The control panel might display an error message if the ink cartridges are not inserted correctly. Make sure that the ink cartridges are inserted correctly.
note:
If your printer shipped with SETUP cartridges, you must install them during initial printer setup or an error occurs.
  1. If the printer is off, press the Power button to turn on the printer.
  2. Open the cartridge access door. The carriage moves to the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  3. Check the color icons on the ink cartridges and the carriage. Make sure that the color icon on each cartridge label matches the color icon on the carriage slot.
    Figure : Match the colored icons
    Image: Match the colored icons
  4. Run your finger along the top of the cartridges to check for any unseated cartridges in the carriage. Press down on any cartridge that is higher than the others to firmly snap the cartridge into its slot.
    Figure : Snap the cartridge into its slot
    Image: Snap the cartridge into its slot
  5. If the cartridge does not snap into place, or does not seat properly, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge so that it is firmly seated into the carriage.
      caution:
    Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the cartridge or cause the tab to break off.
      Figure : An example of gently bending the tab away from the ink cartridge.
      Image: An example of gently bending the tab away from the ink cartridge.
    1. Gently bend the tab away from the ink cartridge
    2. Do not bend the tab more than 1.27 cm (0.5 cm)
  6. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Solution three: Remove and reinsert the ink cartridges

Remove, and then reinsert the ink cartridge or ink cartridges identified in the error message on the control panel.
  1. If the printer is off, press the Power button to turn on the printer. Wait until the printer is idle and silent before you continue.
  2. Open the cartridge access door. The carriage moves to the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  3. Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.
    Figure : Remove the cartridge from the slot
    Image: Remove the cartridge from the slot
  4. If an orange pull tab is still attached, remove it.
    Figure : Orange pull tab
    Image: Orange pull tab
      caution:
    Make sure that you remove the orange pull-tab and plastic wrap completely before you twist the orange cap in the next step. Otherwise, ink might leak from the cartridge. When you remove the plastic wrap, the paper label on the top of the cartridge tears slightly, which is necessary to properly vent the cartridge.
  5. With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it is firmly seated.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge
  6. Repeat these steps to inspect any other cartridges indicated on the control panel.
  7. Make sure that each ink cartridge is installed firmly in place in its slot. Run your finger along the top of the ink cartridges to feel for any that are protruding or not seated correctly, and if any are, press down firmly on the ink cartridge until it snaps into place.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Solution four: Clean the cartridge contacts

Follow these steps to clean the contacts on the cartridge and in the cartridge slot.
  caution:
Clean the cartridges one at a time. Do not leave a cartridge outside the printer for more than 30 minutes.
  1. Gather the following materials:
    • Clean, lint-free swabs that will not come apart or leave fibers
    • A sheet of paper to place the cartridges on
  2. Press the Power button to turn on the printer.
  3. Open the cartridge access door. The carriage moves to the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Disconnect the power cord from the rear of the printer.
  5. Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.
    Figure : Remove the cartridge from the slot
    Image: Remove the cartridge from the slot
  6. Hold the cartridge by its sides, and then find the electrical contacts on the bottom of the cartridge. The electrical contacts are four small rectangles of copper-colored metal.
      Figure : Cartridge contacts
      Image: Cartridge contacts
    1. Cartridge contacts
  7. Inspect the contacts for ink and debris buildup.
  8. Wipe the contacts with a swab until no debris remains on them.
      caution:
    Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the cartridge.
  9. Turn the cartridge on its side, and then place it onto the sheet of paper.
  10. Locate the electrical contacts in the cartridge slot. The contacts are four copper-colored pins.
    Figure : Location of the cartridge slot contacts
    Image: Location of the cartridge slot contacts
  11. Wipe the contacts with a swab until no debris remains on them.
  12. With the contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it is firmly seated.
    Figure : Insert the cartridge
    Image: Insert the cartridge
  13. Repeat these steps to clean and reinsert any of the other cartridges.
  14. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  15. Reconnect the power cord to the rear of the printer.
  16. Press the Power button to turn on the printer if it does not turn on automatically.

Solution five: Remove and reinsert the cartridges again

Repeat the steps that you performed earlier in this document to remove and reinsert the cartridges identified on the control panel.

Solution six: Clean the cartridge contacts again

Cleaning the cartridge contacts again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the contacts of the cartridges identified on the control panel.

Solution seven: Reset the printer

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Solution eight: Replace the cartridge

Follow these steps to replace the cartridge indicated on the printer control panel.
If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink or toner supplies, go to hp.com/go/learnaboutsupplies, and then review the limited warranty information for your supplies.

Video of replacing the cartridges

The following video demonstrates how to replace a cartridge.
note:
This video shows an HP Photosmart 5510 (B111a) printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Step 1: Replace the problem ink cartridge

  1. Press the Power button to turn on the printer, if it is not already turned on. Wait until the printer is idle and silent before you continue.
  2. Open the ink cartridge access door. The carriage moves to the access area.
    Figure : Open the ink cartridge access door
    Image: Open the cartridge access door
  3. Press the tab on the front of the ink cartridge inward to release it, and then pull up on the ink cartridge to remove it from the slot.
    Figure : Remove the ink cartridge from the slot
    Image: Remove the ink cartridge from the slot
  4. Pull the orange tab to remove the new ink cartridge from the plastic wrap.
    Figure : Remove the new ink cartridge from the plastic wrap
    Image: Remove the new ink cartridge from the plastic wrapMake sure that you remove the orange pull-tab and plastic wrap completely before you twist the orange cap in the next step. Otherwise, ink might leak from the ink cartridge. When you remove the plastic wrap, the paper label on the top of the ink cartridge tears slightly, which is necessary to properly vent the ink cartridge.
  5. Twist the orange cap counter clockwise until it snaps off the new ink cartridge.
    Figure : Remove the orange cap from the new ink cartridge
    Image: Remove the orange cap from the new ink cartridge
  6. With the nozzle and contacts facing down, slide the ink cartridge into its slot. Press down on the ink cartridge until it is firmly seated.
    Figure : Insert the ink cartridge
    Image: Insert the ink cartridge
  7. Make sure each cartridge is firmly installed in its slot. Run your finger along the top of the cartridges to feel for any that are protruding, and if any are, press down firmly until each cartridge snaps into place.
  8. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    Close the ink cartridge access door
  9. When you insert a new ink cartridge, the printer automatically prompts you to align the ink cartridges. Touch OK on the control panel to complete the alignment.
  10. If the printer control panel states that the alignment has failed, repeat the steps to Clean the Cartridge contacts.

Solution nine: Service the printer

Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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