02-12-2020 01:40 PM
I have a HP Deskjet ink Advantage 1516 for about 5 years and I always buy genuine ink cartridges at the same store. Recently, I've bought a black 662xl ink cartridge at that store (which is very expensive in Brazil) and it worked properly for about 3 weeks (I just print about 5 pages a week). Today it suddenly stoped working and showed the message below:
How can I solve this problem, once it was working properly for 3 weeks and now it does not (and my cartridge is almost full)!?
Thanks in advance for your help.
02-14-2020 04:41 PM
@GustavoBichara Welcome to HP Community!
I understand you are getting an 'Incompatible cartridge error' on your HP DeskJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.
To provide you with an accurate solution, I'll need a few more details:
Have you recently made any changes on the printer before the issue started?
Did you try to clean the cartridge contacts?
In the meantime, let's try these steps here:
Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.
With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
Remove USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if it works.
If the cartridge contacts are dirty, a cartridge error message might display. Cleaning the contacts might help.
Collect the following items before cleaning the contacts:
Clean, distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that are damaging to the cartridge.
Clean cotton swabs, or any soft, lint-free material that does not stick to the cartridges (coffee filters work well).
Sheets of paper or a paper towel to place the cartridges on during cleaning.
For more assistance, please try the steps suggested in the support document for - An 'Incompatible Ink Cartridge or 'Ink Cartridges Missing' Error Message Displays for HP Deskjet 151...
If you do not have a replacement cartridge, you can still print in ink backup mode. Simply remove the problem cartridge, and print with the remaining cartridge.
If you remove the tri-color cartridge, printouts will be in grayscale.
If you remove the black or photo cartridge, the product prints slowly and the colors in the printouts might differ.
If you have followed all the steps suggested and still having the issue. I would personally suggest this could be a printer hardware. I would recommend you contact our HP phone support for further assistance.
HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
(3) Once completed click the 'Show Options' icon on the bottom right.
(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.
Keep us posted,
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