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HP Deskjet Ink Advantage 2020hc Printer Series - An 'Incompatible Ink Cartridges' Error Message Displays on the Computer

Issue
After you install a cartridge, an 'Incompatible Ink Cartridges' error message displays on the computer and the Power button light blinks fast on the printer. The printer might also have one of the following issues:
  • A paper jam
  • The printer does not print
  • The print job stops unexpectedly
  • The cartridge door might not be closed after a cartridge change
Important: Before you begin, make sure that the cartridges are compatible with your printer.
Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.
  1. If necessary, select your country/region.
    Figure : Country/region selector
    Selecting your country/region
  2. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.
You can also purchase genuine HP cartridges and supplies from other retailers.
  • If the cartridges are compatible, continue with the solutions in this document.
  • If the cartridges are not compatible, continue to the steps in this document to replace the cartridge.
Solution one: Make sure that the cartridges are inserted correctly
Follow these steps to 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 continuing.
  2. Pull open the print tray, and then pull out the print tray extender.
    Figure : Open the print tray and extender
    Image: Open the print tray and extender
  3. Open the cartridge access door. The carriage moves into the center of the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Check to make sure the cartridges sit firmly in the carriage. If a cartridge is loose, gently push inward and upward until the cartridge snaps into place.
    Figure : Snap the cartridge into place
    Image: Snap the cartridge into place
  5. 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: Remove, inspect, and reinsert the cartridges
Follow these steps to examine the cartridge or cartridges.
  1. If the printer is off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. Pull open the print tray, and then pull out the print tray extender.
    Figure : Open the print tray and extender
    Image: Open the print tray and extender
  3. Open the cartridge access door. The carriage moves into the center of the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Lightly press down on a cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure : Push down to release the cartridge
    Image: Push down to release cartridge
  5. Inspect the cartridge. Check to make sure there is no dirt, debris, or tape stuck to the cartridge contacts.
      caution:
    Do not touch the copper colored electrical contacts or the ink nozzles.
      Figure : Cartridge contacts and nozzles
      Image of the cartridge contacts and nozzles.
    1. Copper colored electrical contacts (do not touch)
    2. Nozzles (do not touch)
    • Check the copper colored electrical contacts for debris.
    • Make sure that no clear protective tape remains on the contacts or nozzles.
      Figure : Remove any protective tape
      Image: Remove any protective tape.
        caution:
      Do not attempt to remove the copper colored electrical strip.
  6. Insert the cartridge into the correct slot.
      note:
    Insert the color cartridge in the slot on the left. Insert the black cartridge in the slot on the right.
    Figure : Insert the cartridge into its slot
    Image: Inserting a cartridge
  7. Check to make sure the cartridges sit firmly in the carriage. If a cartridge is loose, gently push inward and upward until the cartridge snaps into place.
    Figure : Snap the cartridge into place
    Image: Snap the cartridge into place
  8. Repeat these steps to inspect the other cartridge.
  9. 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: Clean the cartridge contacts
Follow these steps in the order given to clean the electrical contacts.
  1. Gather the following items:
    • Distilled water (use bottled or filtered water if distilled water is not available)
    • Clean cotton swabs or any soft, lint-free material that will not stick to the cartridges (coffee filters work well)
  2. Press the Power button to turn on the product, if it is not already turned on. Wait until the product is idle and silent before continuing.
      caution:
    If the product is not on, it will not release the cartridges. You might damage the printer if the cartridges are not docked safely when you try to remove them.
  3. Open the cartridge access door. The carriage moves into the center of 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 printer.
  5. Press down on one of the cartridges to release it, and then pull it out from its slot.
    Figure : Remove the cartridge
    Image: Remove the cartridge
  6. If you removed the protective tape from the cartridge, there is no need to clean the cartridge. Continue to the step to reinstall the cartridge.
  7. Place the cartridge on a piece of paper with the nozzle plate facing up.
  8. Dip a cotton swab into the clean distilled water, and then squeeze it to remove most of the moisture. The swab should be only slightly damp.
  9. Hold the cartridge by its sides, and then clean only the copper colored contacts.
      caution:
    Do not touch the ink nozzles. Doing so can result in clogs, ink failure, and bad electrical connections.
      Figure : Clean the cartridge contacts
      Image: Clean the cartridge contacts.Clean the contacts quickly so that the cartridge is not outside the printer for more than 30 minutes. The ink can dry and clog the nozzles if the cartridge is outside of the printer for too long.
    1. Copper colored contacts
    2. Ink nozzles (do not clean)
  10. Place the cartridge on the sheet of paper to allow the cartridge to dry for at least 10 minutes.
  11. Hold the cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its correct slot until it snaps into place.
      note:
    Insert the color cartridge in the slot on the left. Insert the black cartridge in the slot on the right.
    Figure : Insert the cartridge into its slot
    Image: Inserting a cartridge
  12. Check to make sure the cartridges sit firmly in the carriage. If a cartridge is loose, gently push inward and upward until the cartridge snaps into place.
    Figure : Snap the cartridge into place
    Image: Snap the cartridge into place
  13. Reconnect the power cord to the rear of the printer.
  14. 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 four: Restart the printer
  1. Press the Power button to turn off the printer.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Repeat the cleaning and reinstalling steps
If you completed all the previous steps and the issue persists, repeat the steps in this document to Remove, inspect, and reinstall the cartridges and Clean the cartridge contacts.
  • 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
Follow these steps to replace the cartridge or cartridges.
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.
Step one: Replace the problem cartridge
  1. If the printer is off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. Pull open the print tray, and then pull out the print tray extender.
    Figure : Open the print tray and extender
    Image: Open the print tray and extender
  3. Open the cartridge access door. The carriage moves into the center of the access area.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Lightly press down on a cartridge to release it, and then pull the cartridge out to remove it from its slot.
    Figure : Push down to release the cartridge
    Image: Push down to release cartridge
  5. On the replacement cartridge, carefully remove the plastic tape using the pink pull tab.
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Also, do not re-tape the cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
    Figure : Remove the plastic tape
    Image: Removing the tape
  6. Insert the cartridge into its correct slot.
      note:
    Insert the color cartridge in the slot on the left. Insert the black cartridge in the slot on the right.
    Figure : Insert the cartridge into its slot
    Image: Inserting a cartridge
  7. Check to make sure the cartridges sit firmly in the carriage. If a cartridge is loose, gently push inward and upward until the cartridge snaps into place.
    Figure : Snap the cartridge into place
    Image: Snap the cartridge into place
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge door
Step two: Align the cartridges
Follow these steps to align the cartridges from the printer software.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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