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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 Printers - Ink Cartridge Errors

This document is for the HP OfficeJet 8600 Series Printer, and HP Officejet Pro 8610, 8615, 8616, 8620, 8625, 8630, 8640, 8650, and 8660 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:
  • Incompatible Cartridge
  • Cartridge Problem
These errors might occur with the correct HP ink cartridges under certain circumstances. The ink cartridge might need to be reinstalled, the electrical contacts could be dirty, or there could be an ink cartridge or printer failure.
  caution:
You must install SETUP ink cartridges during the initial printer setup, or an ink cartridge error occurs.
Unlike replacement ink cartridges, SETUP ink cartridges cannot be purchased from retailers. SETUP ink cartridges are available only in the box with a new HP printer.
Step 1: Make sure the ink cartridges are compatible
Make sure the newly installed ink cartridges are compatible with your printer and that they are unmodified, 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).
  note:
Your printer might be enabled with dynamic security. Ink cartridges using a non-HP chip might not work, and those that work today might not work in the future. For more information, see Dynamic Security Feature Affecting Cartridges Using Non-HP Security Chip .
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
  • If the ink cartridge is compatible, continue with the steps in this document.
  • If the ink cartridge is not compatible, skip to the step in this document to replace the problem ink cartridge.
Step 2: Reseat the ink cartridges, and make sure latch is down
Make sure the ink cartridges are inserted correctly and the carriage latch is down.
  1. Turn on the printer.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the ink cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before you proceed.
      Figure : Open the ink cartridge access door
      Open the ink cartridge access door.
    1. Slot for opening the ink cartridge access door
  3. Make sure that the colored dot on the ink cartridge label matches the colored dot on the carriage slot.
    Figure : Properly installed ink cartridges
    Properly installed ink cartridges.
  4. Push in on the front of the ink cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the ink cartridge from its slot
    Remove the ink cartridge from its slot.
  5. Inspect the ink cartridge for damage and its copper-colored ink cartridge contact for ink buildup or debris.
    Figure : Copper-colored contact on the ink cartridge
    Copper-colored contact on the ink cartridge.
  6. Carefully reinsert the ink cartridge into its slot, and then push the ink cartridge forward until it clicks into place.
      caution:
    Do not lift the latch handle on the carriage to insert ink cartridges. Doing so could cause the printhead or ink cartridges to be incorrectly seated, which could damage the print mechanism and cause printing problems.
    Figure : Insert the ink cartridge into its color-coded slot
    Insert the ink cartridge into its color-coded slot.
  7. Repeat these steps for other ink cartridges, if necessary.
  8. Make sure that the carriage latch is down. If the carriage latch is up, press it down until it clicks.
    Figure : Carriage latch is down
    Carriage latch is down
  9. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    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 step.
Step 3: Clean the ink cartridge contacts
Remove each ink cartridge, and then clean the ink cartridge contacts.
  caution:
Clean the ink cartridges one at a time. Do not leave an ink cartridge outside of the printer for more than 10 minutes. Also, never turn off the printer when an ink cartridge is removed from its slot. Leaving ink cartridge slots empty might cause damage to the ink cartridge ink system.
  1. Find a clean, lint-free cloth (eyeglass wipes or coffee filters work well) that you can use to clean the ink cartridge contacts.
  2. Press the Power button to turn on the printer, if it is not already on.
  3. Place your fingers into the slot on the left side of the printer, and then pull to open the ink cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before you proceed.
      Figure : Open the ink cartridge access door
      Open the ink cartridge access door.
    1. Slot for opening the ink cartridge access door
  4. Push in on the front of the problem ink cartridge to release it, and then pull the ink cartridge toward you to remove it from its slot.
    Figure : Remove the problem ink cartridge from its slot
    Remove the ink cartridge from its slot.
  5. With a clean, lint-free cloth (eyeglass wipes or coffee filters work well), wipe the copper-colored contact on the ink cartridge.
    Figure : Copper-colored contact on the ink cartridge
    Copper-colored contact on the ink cartridge.
  6. Carefully reinsert the ink cartridge into its slot, and then push the ink cartridge forward until it clicks into place.
      note:
    Make sure that the colored dot on the ink cartridge label matches the colored dot on the carriage slot.
    Figure : Insert the ink cartridge into its color-coded slot
    Insert the ink cartridge into its color-coded slot.
  7. Repeat these steps for the other ink cartridges, if necessary.
  8. Close the ink cartridge access door.
    Figure : Close the ink cartridge access door
    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 step.
Step 4: Remove and reinsert the ink cartridges again
Removing and reinserting the ink cartridges again can help resolve the issue. Repeat the steps you performed earlier in this document to remove and reinsert the ink cartridges.
  • If this resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 5: Clean the ink cartridge contacts again
Cleaning the ink cartridge contacts again can help resolve the issue. Repeat the steps you performed earlier in this document to clean the ink cartridge contacts.
  • If this resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next step.
Step 6: Reset the printer
Resetting the printer can resolve some ink cartridges errors.
  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 step.
Step 7: Replace the problem ink cartridge
The error message might indicate which ink cartridge caused the error. Follow the steps earlier in this document to replace the problem ink cartridge.
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.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next step.
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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