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Ink Cartridge Problem: An 'Ink Cartridge Problem,' 'Incompatible Ink Cartridge,' or 'Ink Cartridge Failure' Message Displays on the Printer Control Panel for HP Photosmart 7510 e-All-in-One and HP Photosmart 7520 e-All-in-One Printer Series

This document is for the HP Photosmart 7510 e-All-in-One, HP Photosmart 7520 and 7525 e-All-in-One printers.
After you install a cartridge, one of the following error messages displays on the printer control panel:
  • Ink Cartridge Problem
  • Incompatible Ink Cartridge
  • Ink Cartridge Failure
An icon displays on the control panel that indicates which cartridge is causing the error.

Solution one: Use genuine HP ink cartridges

Make sure that the installed cartridges are compatible with your printer and that they are unmodified, genuine HP cartridges.
Cartridge Description
Country/Region
The Americas
Europe
Middle East and Africa
Asia Pacific
Black cartridge
HP 564 Black
HP 364 Black
HP 178 Black
HP 862 Black
Color cartridges
HP 564 Cyan
HP 564 Magenta
HP 564 Yellow
HP 364 Cyan
HP 364 Magenta
HP 364 Yellow
HP 178 Cyan
HP 178 Magenta
HP 178 Yellow
HP 862 Cyan
HP 862 Magenta
HP 862 Yellow
Photo cartridge
HP 564 Photo
HP 364 Photo
HP 178 Photo
HP 862 Photo
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
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).
  • If the cartridges are compatible, continue with the steps in this document.
  • If the cartridges are not compatible, continue to the step in this document to replace the cartridge.

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 cartridges are inserted correctly.
  caution:
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. Make sure that the color icon on each cartridge label matches the color icon on the carriage slot.
    Figure : Match the color icons
    Image: Match the color icons.
  4. Feel across 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 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 in)
  6. Raise, and then lower the printhead latch to make sure that it is all the way down.
    Figure : Lower the printhead latch
    Image: Lower the printhead latch.
    Figure : Press down on the printhead latch
    Image: Press down on the printhead latch
      caution:
    Leaving the latch handle raised can result in incorrectly seated cartridges. The latch must remain down to install the cartridges correctly.
  7. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Remove, inspect, and reinsert the cartridges

Remove and reinsert the ink cartridge or ink cartridges indicated in the error message. Make sure that the cartridges are inserted correctly.
  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. 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. 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 product 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 product.
  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 product.
  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 clicks into place.
    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 product.
  16. Press the Power button () to turn on the product if it does not turn on automatically.

Solution five: Remove and reinsert the cartridges again

Removing and reinserting the cartridges can help resolve the issue. Repeat the steps that you performed earlier in this document to remove and then 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: Restart 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 problem cartridge

Even genuine HP ink cartridges can cause error messages. Check the ink cartridge warranty status, and then replace the ink cartridge(s) indicated in the error message.

Step 1: Check the ink cartridge warranty status

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.

Step 2: Replace the problem ink cartridge

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 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 inward 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
      caution:
    Do not lift the latch next to the carriage to install the ink cartridges. Doing so can result in incorrectly seated ink cartridges and printing problems. The latch must remain down to install the ink cartridges correctly.
  4. Repeat step 3 until you have removed all of the cartridges from the printer.
  5. Pull the orange tab to remove the new cartridge from the plastic wrap.
    Figure : Remove the new cartridge from the plastic wrap
    Image: Remove the new 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 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.
  6. Twist the orange cap counter clockwise until it snaps off the new cartridge.
    Figure : Remove the orange cap from the new cartridge
    Image: Remove the orange cap from the new cartridge
  7. With the nozzle and 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
  8. Repeat these steps to replace other ink cartridges, if necessary.
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Solution nine: Replace the printhead

If the previous solutions did not resolve the issue, replace the printhead. Note however that printhead replacement is not recommended as a solution for ‘Incompatible Cartridge’ errors that occur with compatible cartridges.
  caution:
Wait until you have a new printhead available before you remove the printhead and ink cartridges.

Step 1: Check the printhead warranty status

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.

Step 2: Check the printhead warranty status

  1. If you are in Asia Pacific, the site directs you to a service center in your area.
  2. Search for your printhead number.
    • If your printer uses 4 ink cartridges, type CN643A.
    • If your printer uses 5 ink cartridges, type CN642A.
  3. Follow the online instructions to order the printhead assembly.

Step 3: Replace the printhead

Solution ten: 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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