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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP OfficeJet 4630, DeskJet 4640 Printers - Ink Cartridge Errors

This document is for HP OfficeJet 4630, 4631, 4632, 4634, 4635, 4636, 4639, DeskJet Ink Advantage 4645, 4646, and 4648 e-All-in-One printers.
After you install an ink cartridge, the printer does not print, and one of the following error messages displays on the printer control panel:
  • Cartridge(s) Missing
  • Incompatible Cartridge
  • Cartridge Problem
These errors might occur with the correct HP cartridges under certain circumstances. The ink cartridge might need to be reinstalled, the electrical contacts could be dirty, or there could be a cartridge or printer failure.
Solution one: Make sure that the cartridges are compatible
Make sure that the newly installed ink cartridges are compatible with your printer and that they are unmodified, genuine HP cartridges.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
HP Officejet 4630, 4631, 4632, 4634, 4635, 4636, and 4639 printers
Ink cartridge description
North America and Asia Pacific, including Japan (excluding India, China, and Indonesia)
Western Europe
Middle East, Africa, Latin America, and CIS
China, India, and Indonesia
Black ink cartridge
HP 61 Black
HP 301 Black
HP 122 Black
HP 802 Black
Color ink cartridge
HP 61 Tri-color
HP 301 Tri-color
HP 122 Tri-color
HP 802 Tri-color
HP Deskjet Ink Advantage 4645, 4646, and 4648 printers
Ink cartridge description
Latin America
Asia Pacific
Europe, Middle East, and Africa
Black ink cartridge
HP 662 Black
HP 678 Black
HP 650 Black
Tri-color ink cartridge
HP 662 Tri-color
HP 678 Tri-color
HP 650 Tri-color
Solution two: Remove, inspect, and then reseat the ink cartridges
Follow these steps to make sure the ink cartridges are inserted correctly.
  1. Press the Power button to turn the printer on, if it is not already on.
  2. Locate the slots on the left and right sides of the printer.
    Image: Locate the slots on the sides of the printer.
  3. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before you continue.
    Image: Open the ink cartridge access door.
  4. To release the ink cartridge, lift the lid on the ink cartridge slot, and then gently push the lid back until it stops.
  5. Pull up on the ink cartridge to remove it from the slot.
      Image: Remove the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Image:  Do not touch the contacts or nozzle.
  6. Remove any protective tape that still might be on the nozzles.
    Image:  Remove any protective tape on the nozzles.
      caution:
    Do not try to remove the copper-colored electrical strip.
  7. Hold the ink cartridge at a slight upward angle with the ink cartridge contacts facing the rear of the printer, slide the ink cartridge into the empty slot, and then close the lid on the cartridge slot to secure the ink cartridge in place.
      note:
    Insert the color ink cartridge in the slot on the left. Insert the black ink cartridge in the slot on the right.
      Image: Insert the ink cartridge.
    1. Insert the ink cartridge
    2. Close the lid
    3. The color ink cartridge is on the left, and the black ink cartridge is on the right
  8. Repeat the previous steps to remove and then reseat the other ink cartridge.
  9. Close the ink cartridge access door.
    Image: Close the ink 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.
  1. Gather the following materials.
    • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)
    • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)
        caution:
      Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.
  2. Press the Power button to turn on the printer, if it is not already on.
  3. Locate the slots on the left and right sides of the printer.
    Image: Locate the slots on the sides of the printer.
  4. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before you continue.
    Image: Open the ink cartridge access door.
  5. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  6. Disconnect the USB cable, if the printer is connected to your computer with a USB connection.
  7. To release the ink cartridge, lift the lid on the ink cartridge slot, and then gently push the lid back until it stops.
  8. Pull up on the ink cartridge to remove it from the slot.
      Image: Remove the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
      caution:
    Do not remove both ink cartridges at the same time. Remove and clean each ink cartridge separately. Do not leave an ink cartridge outside the printer for more than 30 minutes.
  9. Hold the ink cartridge by its sides.
    Image: Hold the ink cartridge by its sides.
  10. Inspect the ink cartridge contacts for ink and debris buildup.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Image: Do not touch the contacts or nozzles.
  11. Lightly moisten a foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.
  12. Clean only the copper-colored contacts on the ink cartridge, and then allow the ink cartridge to dry for about 10 minutes.
      Image: Clean the contacts.
    1. Copper-colored contacts
    2. Ink nozzles (do not clean)
  13. Lightly moisten another foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.
  14. Use the swab or cloth to clean the electrical contacts in the carriage, located inside the printer in the ink cartridge slots.
    Image: The electrical contacts in the ink cartridge slots.
  15. Allow the carriage contacts to dry for about 10 minutes.
  16. Hold the ink cartridge at a slight upward angle with the ink cartridge contacts facing the rear of the printer, slide the ink cartridge into the empty slot, and then close the lid on the ink cartridge slot to secure the ink cartridge in place.
      note:
    Insert the color ink cartridge in the slot on the left. Insert the black ink cartridge in the slot on the right.
      Image: Insert the ink cartridge.
    1. Insert the ink cartridge
    2. Close the lid
    3. The color ink cartridge is on the left, and the black ink cartridge is on the right
  17. Repeat the previous steps to install the other ink cartridge, if necessary.
  18. Close the ink cartridge access door.
    Image: Close the ink cartridge access door.
  19. Reconnect the power cord to the rear of the printer.
  20. Reconnect the USB cable, if the printer is connected to your computer with a USB connection.
  21. Press the Power button to turn on the printer.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Remove and reinsert the ink cartridges again
Removing and reinserting the ink cartridges again can help resolve the issue. Repeat the steps that you performed earlier in this document to remove and reinsert the ink cartridges.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Clean the ink cartridge contacts again
Cleaning the ink cartridge contacts again can help resolve the issue. Repeat the steps that you performed earlier in this document to clean the ink cartridge contacts.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  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.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution seven: Identify and then replace the problem ink cartridge
The error message might indicate a specific ink cartridge has caused the error. Follow these steps to replace the problem ink cartridge.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Locate the slots on the left and right sides of the printer.
    Image: Locate the slots on the sides of the printer.
  3. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before you continue.
    Image: Open the ink cartridge access door.
  4. Check the black ink cartridge.
    1. Lift the ink cartridge lid to release the black ink cartridge (located on the right side of the carriage), and then pull the ink cartridge out of the slot.
    2. Close the ink cartridge lid.
    3. Close the ink cartridge access door. The carriage returns to the right side of the printer.
      Image: Close the ink cartridge access door.
      • If the error message still displays on the printer control panel, reinsert the black ink cartridge, and then continue to check the tri-color ink cartridge.
      • If the error message does not display on the printer control panel, skip to the next step to replace the black ink cartridge.
  5. Check the tri-color ink cartridge.
    1. Lift the cartridge lid to release the tri-color ink cartridge (located on the left side of the carriage), and then pull the ink cartridge out of the slot.
    2. Close the ink cartridge lid.
    3. Close the ink cartridge access door. The carriage returns to the right side of the printer.
      Image: Close the ink cartridge access door.
      • If the error message still displays on the printer control panel, continue to the next step to replace both the black and the tri-color ink cartridges.
      • If the error message does not display on the printer control panel, skip to the next step to replace the tri-color ink cartridge.
Step 2: Load paper
When you install a new ink cartridge, the printer prompts you to load paper so you can complete an ink cartridge alignment. Before you begin the alignment process, follow these steps to load paper in the printer.
  1. Open the input tray door, and then pull it toward you to extend the input tray.
  2. Gently pull out the input tray extender, and then lift the paper catch.
    Image: Pulling out the  input tray and  tray extender.
  3. Slide the paper width guides to their outermost position.
    Image: Adjusting the paper width guides.
  4. Load a stack of U.S. letter, or A4 size paper into the paper tray with the short edge forward and the print side down.
    Image: Loading paper in the input tray.
  5. Push the stack into the tray until it stops.
  6. Slide in the paper width guides until they rest against the edges of the paper.
    Image: Sliding in the paper width guides.
  7. Push the input tray forward until it clicks into place.
      note:
    Push the input tray forward all the way to avoid an error message.
    Image: Push the input tray forward until  it clicks into place.
  note:
If you do not have a replacement cartridge available, you can still print. Remove the problem cartridge, and then print with the remaining cartridge. If you remove the tri-color cartridge, the printouts are in grayscale. If you remove the black cartridge, the printer prints slowly and the colors in the printouts might differ.
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.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Locate the slots on the left and right sides of the printer.
    Image: Locate the slots on the sides of the printer.
  3. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before continuing.
  4. To release the ink cartridge, lift the lid on the ink cartridge slot, and then gently push the lid back until it stops.
  5. Pull up on the ink cartridge to remove it from the slot.
      Image: Remove the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
  6. Remove the new ink cartridge from its packaging, and then pull the tab to remove the plastic tape.
    Image: Remove the plastic tape.
  7. Hold the ink cartridge at a slight upward angle with the ink cartridge contacts facing the rear of the printer, and then slide the ink cartridge into the empty slot.
  8. Close the lid on the ink cartridge slot to secure the ink cartridge into place.
      note:
    Insert the color ink cartridge in the slot on the left. Insert the black ink cartridge in the slot on the right.
      Image: Insert the ink cartridge.
    1. Insert the ink cartridge
    2. Close the lid
    3. The color ink cartridge is on the left, and the black ink cartridge is on the right
  9. Repeat the previous steps to install the other ink cartridge, if necessary.
  10. Close the ink cartridge access door.
    Image: Close the ink cartridge access door.
  11. Follow the instructions on the control panel to start the ink cartridge alignment. The printer aligns the ink cartridges, and then prints an alignment page.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
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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