If there has been a full set of genuine cartridges installed in the printer prior to installing the new compatible cartridges then a full compatible cartridge replacement may be required if the error message (Cartridge is not compatible) appears
If this error message still appears after this troubleshooting or you don't have a full set of compatible cartridges available please consult the "Problems you might encounter" section below
- This incompatible cartridge error message appears when the printer detects that there is both genuine and compatible cartridges installed in the printer
- To do a full genuine to compatible replacement please follow the steps below:
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- Remove all the cartridges currently installed in the printer and turn the printer off. Leave it off for 15 minutes then turn it back on
- Re-install a full set genuine HP ink cartridges in the printer - These genuine cartridges can be half full or even empty
- Once the genuine cartridges have been detected, remove and the replace them with compatible cartridges.
- Note: This must be done in one go
Problem: "Cartridges Altered or Cloned"
The printer is displaying a message that says the cartridges have been altered or cloned.
Resolution
This is a warning message. The printer has recognised that the cartridge is not original HP and is letting you know. This can be resolved by pressing 'OK' then you can continue to use the cartridges as normal. If the message does not go away, it might be that HP Plus has been installed on the printer, meaning compatible cartridges will not work.
Problem: "HP Cartridges Installed"
The printer is displaying a message that says the cartridges are original HP that were previously installed.
Resolution
This is just a warning message. Click 'OK' and continue to use the cartridges as normal.
Problem: "Cartridge Problem"
The printer is displaying a message that says there is a problem with the cartridge.
Resolution
Remove the cartridges and reset the printer. Reinstall the cartridges and continue to use them as normal.
Problem: Error (Cartridge is not compatible)
The compatible cartridge has been installed correctly and the error message (Cartridge is not compatible) has appeared
Resolution
- 1. Remove the affected cartridge/cartridges from the printer
- 2. Turn the printer off and wait for 2 minutes
- 3. Turn your printer back on and wait for a further 2 minutes
- 4. Once the printer warns that certain cartridge/cartridges are missing, re-install them one at a time
Problem: Error (Non HP Ink Installed)
The remanufactured HP cartridge has been installed and the screen states 'Non-HP Ink Cartridge Installed'.
Resolution
Upon installation the printer has detected the cartridge has been previously used by reading the data stored on the microchip located on the cartridge.
Simply Press "OK" on the Error screen to bypass
Problem: Error (HP Protected Cartridge Installed)
The printer is reporting the cartridge as HP Protected
Resolution
- Type the IP address of your printer into your web browser
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- To get your printers IP:
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- Click Start and go to devices and printers
- Right click on the printer you're having problems with
- Go to properties and click on the tab called Web Services
- Copy and paste the IP address into your web browser
- Once the page has loaded, go to the tab called Settings
- Click on HP cartridge protection under "preferences" (Left hand side of the screen)
- Click "Disable HP Cartridge Protection" and then click "Apply"
Problem: Printing blank pages / Fading on print / Incorrect colours being produced
Printouts are coming out very faded or blank, or with the incorrect colours.
Resolution
In the unlikely event that your cartridge is not printing to your satisfaction, there may be a blockage on the print nozzles caused either by dried ink particles or an air lock.
This problem can easily be remedied by carrying out a simple manual cleaning procedure:
- 1. Take a cotton bud and dampen with some warm water. Then gently wipe around the area of the print head at the base of the cartridge.
- 2. Afterwards, dab the print head onto a clean absorbent paper kitchen towel until the ink begins to filter through. The following colours should be visible on the kitchen towel:
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- For the black cartridge - a full black oval shape
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- For the colour cartridge - 3 distinct oval or round shapes should be seen coloured cyan, magenta and yellow
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- 3. Take a clean, dry paper kitchen towel and gently wipe the copper contact points at the back of the cartridge and the contacts inside the printer cartridge carrier.
Problem: HP ink has been depleted
During use an error message appears stating that the HP ink has been deleted
Resolution
Press OK on the message and continue printing
- By pressing "OK" your ink status monitor will be disabled.
- This means you’ll have to monitor how much ink is left in the cartridge based on print quality.
- If your print quality deteriorates during use, please perform a printer alignment test before considering a replacement cartridge.
This image shows the front of the cartridge, match the colour with the correct slot in the printer.
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The back of the cartridges can be seen in this image.
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This image shows the left side of the cartridges.
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The right side of the cartridge can be seen in this image, ensure the chip is clear of impurities before installation and do not remove the plastic covering the ink.
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This image shows the front of the 967XL cartridge.
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The back of the 967XL cartridge can be seen in this image.
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This image shows the left side of the 967XL cartridge.
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The right side of the 967XL cartridge can be seen in this image, do not remove the tape as this keeps the ink in place.
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Printers that use HP 963XL cartridges
To see a full list of products that work in your printer, click on the model name below:
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