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An 'Incompatible Cartridge' or 'Ink Cartridge Problem' Message Displays for HP Photosmart Premium Fax e-All-in-One Printer Series (C410)

Issue

One of the following error messages displays on the printer control panel, and the printer does not print.

  • 'Incompatible Cartridge'

  • 'Ink Cartridge Problem'

Follow these steps in the order presented to resolve the issue.

Before you begin

Important: Before you begin, make sure that the newly installed cartridges are compatible with your printer and that they are unmodified genuine HP cartridges.

To purchase cartridges or check cartridge compatibility for your printer, go to HP Home & Home Office Store (US only), and then click Ink Toner & Paper.

If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.

  1. Go to HP SureSupply .

  2. Scroll to the bottom of the page and make sure that the country/region location is correct.

Genuine HP cartridges can also be purchased from other retailers.

Which cartridges you use might depend on your country/region. Follow these steps to purchase cartridges or check cartridge compatibility for your printer using HP SureSupply.

  1. Go to HP SureSupply .

  2. Scroll to the bottom of the page and make sure that the country/region location is correct.

NOTE: For the United States only, go to the HP Home & Home Office Store .

Genuine HP cartridges can also be purchased from other retailers.

  • If the cartridge is compatible, continue with the solutions in this document.

  • If the cartridge is not compatible, skip to the solution in this document to replace the cartridge .

Solution one: Make sure that the cartridges are installed correctly

  1. Press the Power button to turn on the printer, if it is not already on.

  2. Open the cartridge door. The carriage moves to the center of the printer. Wait until the carriage becomes idle and silent before continuing.

    Figure 1: Open the cartridge door

    Image: Open the cartridge door
  3. Make sure that the colored icon on each cartridge label matches the colored icon on the carriage slot.

    Figure 2: Match the colored icons

    Image: Match the colored icons
  4. Run a finger along the top of the cartridges to detect unseated cartridges in the carriage. Press down on any cartridge that is slightly higher than the others to snap it firmly into place.

  5. Make sure that the printhead latch is in the down position.

    Figure 3: Printhead latch in the down position

    Image: Printhead latch in the down position
    1 - Printhead latch
  6. Close the cartridge door.

    Figure 4: Close the cartridge door

    Image: Close the cartridge door.

Solution two: Remove and reinsert the cartridges

  1. Press the Power button to turn on the printer.

  2. Open the cartridge door. The carriage moves to the center of the printer.

    Figure 5: Open cartridge door

    Image: Open the cartridge door
  3. Press the tab on the front of the cartridge indicated in the error message to release it, and then pull it up and out to remove it from its slot.

    • If the error message mentions a specific cartridge, find that cartridge, and then remove it from the carriage.

    • If the error message does not mention a specific cartridge, remove all the cartridges, one at a time.

    Figure 6: Remove the cartridge

    Image:  Remove the cartridge
  4. With the cartridge contacts facing the carriage, slide the cartridge into the correct slot. The color-coded icons on the cartridge and on the carriage indicate the correct slot.

    Figure 7: Reinstall the cartridge

    Image: Reinstall the cartridge
  5. Press down on the cartridge until it clicks into place. If the cartridge does not snap into place, remove the cartridge from the printhead. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the printhead.

    CAUTION: Be careful not to bend the tab out more than 1.27 cm (0.5 in). Moving the tab too far might damage the cartridge or cause the tab to break off.
  6. Close the cartridge door. Check if the error message has gone away.

    Figure 8: Close the cartridge door.

    Image: Close the cartridge 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 electrical contacts

CAUTION: The cleaning procedure normally takes only a few minutes. Install the cartridges in the printer when instructed. Do not leave the cartridges outside of the printer longer than 30 minutes. This could result in damage to both the printer and the cartridges.
  1. Gather the following items:

    • Soft, lint-free materials, such as foam-tipped swabs, that do not stick to the electrical contacts

    • Clean, lint-free paper to rest the cartridges on (coffee filters work well)

  2. Press the Power button to turn on the printer.

  3. Open the cartridge door. The carriage moves to the center of the printer.

    Figure 9: Open cartridge door

    Image: Open the cartridge door
  4. Press the tab on the front of the cartridge indicated in the error message to release it, and then pull it up and out to remove it from its slot.

    • If the error message mentions a specific cartridge, find that cartridge, and then remove it from the carriage.

    • If the error message does not mention a specific cartridge, remove all the cartridges, one at a time.

    Figure 10: Remove the cartridge

    Image:  Remove the cartridge
  5. Hold the cartridge by its sides with the bottom pointing up and find the electrical contacts on the cartridge. The electrical contacts are four small rectangles of copper or gold-colored metal on the bottom of the cartridge.

    Figure 11: Electrical contacts

    Image: Electrical contacts
    1 - Ink window
    2 - Electrical contacts
  6. Wipe the contacts with a dry swab or lint-free cloth.

    CAUTION: Be careful not to move any ink or other debris onto the clear plastic ink window next to the contacts.
  7. Place the cartridge on the clean, lint-free paper with the nozzle facing up.

  8. Disconnect the power cord from the printer.

    CAUTION: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electrical shock.
  9. On the inside of the printer, locate the contacts in the carriage. The contacts look like a set of four copper or gold-colored pins positioned to meet the contacts on the cartridge.

    Figure 12: Location of electrical contacts

    Image: Location of electrical contacts
  10. Use a dry swab or lint-free cloth to wipe the contacts.

  11. Reinstall the cartridge by sliding it into the correct slot and pressing down until it locks into place. Repeat for each affected cartridge.

    Figure 13: Reinstall the cartridge

    Image: Reinstall the cartridge
  12. Reconnect the power cord to the printer.

  13. Close the cartridge door.

    Figure 14: Close the cartridge door.

    Image: Close the cartridge door.
  14. Check the control panel to make sure that the error message no longer displays.

  • 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 cartridges again

Removing and reinserting the cartridges again can help resolve the issue. Repeat the steps that you performed earlier in this document to remove and reinsert the cartridges identified on the control panel.

  • 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 cartridge contacts again

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 on the control panel.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution six: Restart the printer

Follow these steps to restart the printer.

  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 seven: Replace the cartridge

If the error message mentions a specific cartridge, replace that cartridge with a new, genuine HP cartridge. If the error message does not mention a specific cartridge, replace all the cartridges.

  1. Press the Power button () to turn on the product.

  2. Use the access handles on the sides of the product to open the cartridge door.

    Figure 15: Open the cartridge door

    Illustration: Open the cartridge access door.
  3. Press the tab on the front of the old cartridge to release it.

    Figure 16: Press the tab of the old cartridge

    Illustration of pressing the tab of  the old cartridge.
  4. Remove the cartridge from the slot.

    Figure 17: Remove the cartridge

    Illustration of removing the old cartridge.
  5. Remove the new cartridge from its packaging, and then pull the orange tab straight back to remove the plastic wrap.

    Figure 18: Remove the plastic wrap

    Illustration of removing the plastic wrap by pulling the orange tab.
  6. Twist the orange cap counterclockwise to snap it off.

    Figure 19: Remove the orange cap

    Illustration of removing the orange cap from the cartridge
  7. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot.

    CAUTION: Do not lift the latch next to the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing issues. The latch must remain down to install the cartridges correctly.

    Figure 20: Slide the cartridge into its slot

    Illustration: Slide the cartridge into its slot.
  8. Press down on the cartridge until it clicks firmly into place.

    Figure 21: Press down on the cartridge

    Illustration:  Press down on the cartridge
  9. Repeat these steps for each cartridge you replace.

  10. Close the cartridge door.

    Figure 22: Close the cartridge door

    Illustration: Close the cartridge  door
  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution eight: Replace the printhead

If the previous steps did not resolve the issue, replace the printhead. Note however that printhead replacement is not recommended as a solution for 'Incompatible Cartridge' errors occurring with compatible cartridges. Contact HP support to obtain a replacement printhead.

Click Contact HP on this page for more support options.

Order printhead - Contextual Wrapper

If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Click this link to go to the HP Parts store.

  2. Under Find your part(s), type one of the part numbers below in the Search by part number text box.

    • If your printer uses 4 ink cartridges, type CN643A

    • If your printer uses 5 ink cartridges, type CN642A

  3. Follow the online instructions to order the printhead assembly.

If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Click this link , and then click your country-language.

  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store.

  3. Under Find your part(s), type one of the part numbers below in the Search by part number text box.

    • If your printer uses 4 ink cartridges, type CN643A

    • If your printer uses 5 ink cartridges, type CN642A

  4. Follow the online instructions to order the printhead assembly.

This information applies to Asia Pacific only.

If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges. If your printhead assembly is no longer under warranty, call the HP Customer Care Center for assistance.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution nine: Service the printer

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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