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HP 78 Inkjet Print Cartridge - Resolving the Error Message ‘Incorrect Color Cartridge Installation’

Introduction
This customer statement aims to inform individuals of a printer/print cartridge problem with the HP 78 Inkjet print cartridge and printer models HP Deskjet 970, 930, 950, 1220, HP Photosmart P1000/1100,1000,1200,1300 series, HP Officejet G, and K series.
Symptoms include the following:
  • An “Incorrect Color Cartridge Installation” message on the computer screen.
  • Flashing cartridge light on the printer (indicative of a defective color cartridge).
  • The error “Remove and check black or color cartridge” appears on the front panel.
In most cases the printer will print without any problems. If encountering these symptoms, perform normal corrections for print cartridge rejection. Refer to the instructions below.
Instructions
Solving the problem involves removing and re-inserting the print cartridge in the printer. If this does not resolve the problem, then wiping the print cartridge contacts may be necessary.
Remove and re-insert the print cartridge
  1. Turn the printer on.
  2. Open the printer’s top cover.
  3. Remove the print cartridges.
  4. Re-insert the print cartridges.
  5. Close the printer’s top cover.
  6. Cycle the power to the printer by turning the printer off for a few seconds.
  7. Turn the printer back on.
  8. Print a test page. If this does not fix the problem, proceed to the next section.
Wiping the print cartridge contacts
  1. Turn the printer on.
  2. Open the printer’s top cover.
  3. After the print cartridges have moved to the center of the printer, unplug the printer’s power cord from the electrical outlet.
  4. Remove the print cartridges.
  5. Using a dry, lint-free, clean cloth, wipe the print cartridge contacts, from the top to the bottom (see Figure 1).
      note:
    Clean only the HP 78 print cartridge.
    Figure : Cleaning the print cartridge contacts
  6. The contacts inside the printer may also require cleaning. Using a dry, lint-free, clean cloth, gently wipe the contacts, from the top to the bottom (see Figure 2).
    Figure : Cleaning the contacts inside the printer
  7. Plug the printer’s power cord into the electrical outlet.
  8. Print a test page. If symptoms persist, perform a power-cycle as described in the next section.
Power-cycling or performing a hard reset on the unit
When the printing unit detects an issue with the print cartridge, a software flag is set inside the device. This flag may not reset until power-cycling the machine.
HP Deskjet and Photosmart printers
  1. Turn the printer on.
  2. Open the printer’s top cover
  3. Remove both print cartridges.
  4. Unplug the printer’s power cord and other cables from the device.
  5. After 30 seconds, plug the printer’s power cord and other cables to the device.
  6. Open printer’s top cover, reinsert both print cartridges, and then close the printer’s top cover.
  7. Turn the printer on.
  8. Print a test page. If the problem persists, the print cartridge should be replaced.
      note:
    This does not apply to any HP Photosmart printers other than those specified in the introduction of this document. For all other HP Photosmart printers, consult the document titled HP Photosmart Printers - How to Perform a Hard Reset.
HP Officejet and PSC all-in-one
  1. Verify that the unit is switched on.
  2. Remove the power cable from the back of the machine.
  3. Wait 30 seconds
  4. Press and hold the POWER button on the front panel
  5. Reinsert the power cable in the backside of the unit.
  6. Print a test page. If the problem persists, replace the print cartridge.
Questions and answers
What causes these symptoms?
The printer has a print cartridge check feature. If it detects a print cartridge contact problem such as dirt on a contact, it will give warnings so the user can correct them by re-seating the print cartridge and/or cleaning the contacts. When a problem is detected, a software “flag” is set within the printer that should be reset when the user corrects the contact problem. Due to a firmware error, the “flag” does not reset until the power is cycled to the printer and repeated warnings are delivered. Power cycling resets the “flag” and eliminates the warnings.
What if the symptoms do not disappear when power is cycled?
This would indicate that there is some other problem with the print cartridge or the printer. Try a replacement print cartridge. If problem persists, the printer will need service.
Is HP doing anything to prevent this in new products?
Yes. Changes were made to the firmware in later model printers to reset the error “flag” without the need to cycle power to the printer.

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