CRITICAL HARDWARE FAILURE: Persistent "Incompatible CISS" Error After New Cartridges (7740)

[rs2506]

My printer is experiencing a critical and persistent hardware failure, which appears to be a permanent electrical short despite misleading error messages.

1. Printer Details:

• Model: HP OfficeJet Pro 7740 Wide Format All-in-One

• Product Number: Edited

• Serial Number: G5J38A

• Firmware Version: EDWINXPP1N002.2530A.00

2. Chronology of the Issue:

1. The printer initially displayed prompts indicating that specific cartridges (Cyan and Magenta) needed replacement due to being empty or near end of life.

2. I installed two brand new, genuine HP cartridges (Cyan and Magenta).

3. Immediately following the replacement, the printer failed to recognize the new, original supplies and displayed the following permanent, incorrect error message:

"Incompatible Cartridges. This printer is not designed to use Continuous Ink Supply Systems. To resume printing, remove CISS and install original (or compatible) HP cartridges."

3. Analysis and Troubleshooting Performed:

• The Problem: The printer is not using a CISS system and the supplies installed are genuine HP. The error incorrectly references a CISS, strongly suggesting the root cause is a permanent electrical short or sensor failure in the printhead carriage assembly or the main board, and not a consumables issue.

• Troubleshooting: I have performed multiple Hard Resets (unplugging from the wall for over 60 seconds), cleaned the contacts, and confirmed the installation of the new cartridges, but the failure message persists and the printer is unusable.

4. Request for Resolution:

Given the misleading nature of the failure, I request that HP provides a clear solution or affordable service options/replacement paths, even though the printer is likely out of warranty.

Thank you for your assistance.

[Hawks_Eye]

Hi @rs2506 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how discouraging it must feel to install genuine cartridges only to be met with a persistent and misleading error message. 

You’ve already taken important steps—resetting, cleaning contacts, and verifying installation—and I appreciate the effort you’ve put in. 

Let’s go through the most effective actions you can still try before considering service options:

Step-by-step actions

Power reset with cartridge removal

• Turn off the printer and unplug the power cord.
• Remove all cartridges from the carriage.
• Wait at least 2 minutes, then reconnect the power cord and turn the printer back on without cartridges.
• Once the printer prompts for cartridges, reinstall them one by one, starting with black, then cyan, magenta, and yellow.

Check cartridge seating

• Ensure each cartridge clicks firmly into place. A slightly loose fit can trigger false errors.
• Inspect the cartridge contacts for any protective tape or residue that may not have been fully removed.

Clean electrical contacts carefully

• Use a lint-free cloth lightly dampened with distilled water to clean the gold contacts on both the cartridges and the carriage.
• Allow them to dry completely before reinstalling.

Firmware update

• Outdated firmware can misinterpret cartridge signals. Update directly from the printer’s control panel:
  Settings → Printer Maintenance → Update Printer.
• Alternatively, update via the HP App on your Windows PC.

Printhead reset

• Remove the cartridges and gently lift the printhead latch.
• Reseat the printhead assembly, ensuring it locks firmly.
• Reinstall cartridges and restart the printer.

If the error persists after these steps, it strongly suggests a hardware fault in the printhead carriage or main board. In that case, service or part replacement would be the next path forward.

Would you like me to walk you through the printhead reseating process in detail, step by step, so you can try that before deciding on service?

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Take care, and have an amazing day!

Regards, 

Hawks_Eye