Error msg "Incompatible cartridge" for original new 678 black ink | HP Deskjet Ink Advantage 1515

[R4356]

Hello,

I have purchased an original Black Ink Cartridge 678 in India from Amazon, however, I am getting the error "Incompatible Ink Cartridge" repeatedly. However, I am able to print with the Tri-colour cartridge 678.

After browsing similar cases in the Community, I understand there is something called a "regional reset" which will be required.

Request you to kindly help in this regard.

Many thanks for your help in advance.

[Anand_Andy]

Hi @R4356,

Welcome to the HP Support Community

I understand you are facing an Ink Cartridge issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Was there any recent update on the printer prior to the issue?
• Do you see any Error message on the screen which shows E1, E2, E3, or E4?

While you respond to that, Let's perform a power drain: 

• 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 (This is important) 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

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Inkjet printers - Ink cartridge errors

Hope this helps! Keep me posted.  

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[R4356]

Hello @Anand_Andy,

Thank you for getting back to me with my cartridge-related problem. 

To answer your questions first,

(1) Yes, I think I am using original HP Ink Cartridges. I have always purchased new cartridges from Amazon India and I have not faced any problem, up until now.

(2) This problem started after I upgraded my Mac OS from Big Sur to Monterey recently. When I was unable to print using both new Tri-Colour and Black 678 ink cartridges on Mac OS Monterey, after some research regarding the problem, I found out that "Incompatible Ink Cartridge" / "Failed Ink Cartridge" are issues which are being faced on Mac OS Monterey when using HP Deskjet Ink Advantage 1515 because of the absence of any updates (In case some kind of update is now available, kindly let me know). 

(3) I am not getting any E1, E2, E3 or E4 error message on the screen - only "Incompatible Ink Cartridge" or "Failed Ink Cartridge". At first, on Mac OS Monterey, the Black 678 ink cartridge showed this error message. However, I was able to print using the Tri-Colour 678 ink cartridge on Single-Cartridge mode. Thereafter, after a few days, when I tried using the printer again with Mac OS Monterey, both the Tri-Colour 678 and the Black 678 cartridges gave me the same error - "Incompatible Ink Cartridge" / "Failed Ink Cartridge". I inserted new Tri-Color 678 and new Black 678 cartridges, but to no avail. This is when I did some research to only find out that this problem seems to be happening with Mac OS Monterey. So, to work around this problem to be able to take print-outs, I installed my printer with new drives and firmwares on a Windows 10 64-bit Acer laptop and upon doing so, I was able to print only with the new Tri-Color 678 ink cartridge - the new Black 678 ink cartridge is still giving me the same error - "Incompatible Ink Cartridge".

I followed your steps of the power drain, it did not help and when I checked both my new cartridges purchased on Amazon India, I found out that both cartridges did not have "Instant Ink" marked on them. Does this mean that the cartridges that I have been purchasing regularly from Amazon India for my Deskjet Ink Advantage 1515, are not genuine ? 

Request you to kindly help me with an appropriate solution to this problem. I thank you in advance for your time and support. 

[Anand_Andy]

@R4356,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending a private message to assist you with the next course of action. 

To answer your question: HP Instant Ink is a subscription model ink cartridge and they are not available on Amazon. The ink cartridge which you purchase from Amazon are genuine HP. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!