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An 'Incompatible Cartridge' or 'Cartridge Problem' Error Message Displays for HP Officejet 7110 Wide Format ePrinter Series (H812)

Issue
After you insert one or more new cartridges, one of the following error messages displays on the computer, and the printer won't print:
  • 'Incompatible Cartridge'
  • 'Cartridge Problem'
Important: You must install SETUP cartridges during the initial printer setup or a cartridge error occurs.
Unlike replacement cartridges, you cannot purchase SETUP cartridges from retailers. SETUP cartridges are available only in the box with a new HP printer.
Before you begin
Important: Before you begin, make sure that the cartridges are compatible with your printer.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
Solution one: Remove and reinsert the problem cartridges
Follow these steps to make sure that the cartridges are inserted correctly.
  note:
Perform these steps only on cartridges that are indicated in the error message.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  3. Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
    Figure : Properly installed cartridges
    Image: Properly installed cartridges.
  4. Push in on the front of the problem cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure : Remove the problem cartridge from its slot
    Image: Remove the problem cartridge from its slot.
  5. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge.
  6. Repeat these steps for other problem cartridges, if necessary.
  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 two: Clean the cartridge contacts
Ink buildup or debris on the cartridge contacts might cause a cartridge error. Follow these steps to remove, inspect, and clean the problem cartridge or cartridges indicated in the error message.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
Step one: Remove and inspect the problem cartridge
Follow these steps to remove and then inspect the problem cartridge.
  1. Find a clean, lint-free cloth (eyeglass wipes or coffee filters work well) that you can use to clean the cartridge contacts.
  2. Press the Power button to turn on the printer.
  3. Open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. Push in on the front of the problem cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
    Figure : Remove the problem cartridge from its slot
    Image: Remove the cartridge from its slot.
  5. Inspect the copper-colored cartridge contact for ink buildup or debris.
    Figure : Copper-colored contact on the cartridge
    Image: Copper-colored contact on the cartridge.
Step two: Clean the cartridge contacts
Follow these steps to clean the cartridge contacts.
  caution:
Clean the problem cartridges one at a time. Do not leave a cartridge outside of the printer for more than 10 minutes. Also, never turn off the printer when a cartridge is removed from its slot. Leaving cartridge slots empty might cause damage to the cartridge ink system.
  1. With a clean, lint-free cloth (eyeglass wipes or coffee filters work well), wipe the copper-colored contact on the cartridge.
    Figure : Copper-colored contact on the cartridge
    Image: Copper-colored contact on the cartridge.
  2. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge.
      note:
    Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
  3. Repeat these steps for other problem cartridges, if necessary.
  4. 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: Repeat the steps to remove and reinsert the cartridges
Repeat the steps that you performed earlier in this document to remove and reinsert the cartridges identified in the error message.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Repeat the steps to clean the cartridge contacts
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 in the error message.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  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.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution six: Replace the problem cartridge
If none of the preceding steps resolved the issue, follow these steps to replace the problem 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, select your country/region, 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. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  4. Remove the new cartridge from its packaging.
  5. Hold the cartridge so that the cartridge contacts are facing toward the printer.
  6. Slide the new cartridge into its slot, and then gently push it forward until it clicks into place.
      note:
    Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure : Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
  7. Repeat these steps for other cartridges, if necessary.
  8. 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.
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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