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HP OfficeJet Pro 7740, 8700 Printers - Ink Cartridge Errors

This document is for HP OfficeJet Pro 7740 Wide Format, OfficeJet 8702, OfficeJet Pro 8710, 8715, 8717, 8718, 8719, 8720, 8725, 8728, 8730, 8732M, 8740, and 8745 All-in-One printers.
After you install an ink cartridge, the printer does not print, and a Cartridge Problem or Incompatible Cartridge error message displays on the printer control panel.
  caution:
You must install the SETUP ink cartridges that came with your printer during the initial printer setup or an ink cartridge error occurs.

Step 1: Update the printer firmware (7740 printers only)

HP Officejet 7740 printer firmware must be up-to-date to accept HP 956XL/957XL/958XL/959XL cartridges. For more information, see Use High Capacity Cartridges after Update.
Try to print. If the error persists, continue to the next step.

Step 2: Clean the ink cartridge contacts

Clean the ink cartridge contacts, and then make sure the ink cartridges are correctly installed.
note:
If you have the HP OfficeJet Pro 8732M All-in-One Printer, these steps apply for the black ink cartridge only.
  1. Open the ink cartridge access door.
  2. Wait until the carriage stops moving before you continue.
  3. Remove an ink cartridge, clean the copper-colored contact, and then insert the ink cartridge into its slot.
    Animation of removing, cleaning, and reinserting an ink cartridge
  4. Repeat these steps for the other ink cartridges.
  5. Make sure no ink cartridge is sticking out farther than the other ink cartridges.
  6. Close the ink cartridge access door.
Try to print. If the error persists, continue to the next step.

Step 3: Reset the printer

Resetting the printer can reset the connection with the ink cartridge and clear any error messages.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
    note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.

Step 4: Replace the problem ink cartridge

The error message on the control panel might indicate a specific ink cartridge caused the error. Replace the ink cartridge referenced in the error message.
To find your cartridge number and to purchase ink or toner supplies, go to HP Store or a local retailer. Make sure you are using the correct genuine HP ink or toner supplies for your printer. HP cannot guarantee the quality or reliability of non-HP cartridges or refilled HP cartridges. To check the authenticity of your cartridges, go to the HP anti-counterfeit webpage (in English).
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 Printer and Page Yield Overview, and then review the limited warranty information for your supplies.
note:
This printer is enabled with dynamic security. It is intended to be used only with ink cartridges with an original HP chip. Ink cartridges using a non-HP chip might not work, and those that work today may not work in the future. For more information see Dynamic Security Enabled Printers.
  1. Open the ink cartridge access door.
  2. Wait until the carriage stops moving before you continue.
  3. Remove the old or defective ink cartridge, and then insert the new ink cartridge into its slot.
  4. Make sure no ink cartridge is sticking out farther than the other ink cartridges.
  5. Close the ink cartridge access door.
Try to print. If the error persists, continue to the next step.

Step 5: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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