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- HP Community
- Printers
- Printer Ink Cartridges & Print Quality
- Incorrect Cartridge Message on HP Officejet Pro 8600 N911g

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10-13-2024 11:47 AM
My HP Officejet Pro 8600 N911g is giving me an incorrect message saying a cartridge is empty when it is actually new, unused HP cartridge I bought specifically for this issue. I've tried all the Virtual Assistant help tips--unplug/replug, hard reset, clean cartridge contacts, etc., and nothing corrects the problem. I know this is a common issue. What's the fix short of buying a new printer?
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Accepted Solutions
10-15-2024 09:17 AM
Hi @Virgil4,
Welcome to The HP Support Community.
Thank you for posting your query, I will be glad to help you.
I understand you are getting the "Incorrect Cartridge" message on your HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g can be frustrating, especially when using new HP cartridges. Here are some additional steps you can try to resolve the issue:
1. Verify Cartridge Authenticity
- Ensure that the cartridge is a genuine HP cartridge. Non-genuine or refilled cartridges can trigger this error message.
2. Clean the Printhead
- If the cartridge contacts are clean but the issue persists, it could be related to the printhead.
- Remove the cartridges, then carefully lift the printhead latch, remove the printhead, and clean the electrical contacts (the small metal dots on both the printhead and inside the printer) with a lint-free cloth slightly dampened with distilled water.
- Reinstall the printhead and cartridges, ensuring everything is properly seated.
3. Reset the Printer to Factory Settings
- A factory reset can sometimes clear errors related to cartridges:
- Power off the printer and unplug it.
- Press and hold the power button for about 30 seconds while the printer is unplugged.
- Plug the printer back in, turn it on, and see if the error persists.
4. Check for Firmware Updates Update the firmware on an HP printer
- HP occasionally releases firmware updates that address cartridge recognition issues:
- Open the HP Smart app or HP Printer Assistant on your computer.
- Check for any available firmware updates for your printer.
- Follow the prompts to update.
5. Cartridge and Printhead Reset Sequence
- Try this reset sequence to reinitialize the printer’s connection to the cartridges:
- Turn the printer on, and remove all the cartridges.
- Close the printer with the cartridges removed.
- Turn off the printer and unplug it for 10 minutes.
- Plug the printer back in and turn it on. Reinstall each cartridge one at a time and see if the error resolves.
6. Inspect Cartridge Compatibility
- Ensure the cartridges are compatible with your HP Officejet Pro 8600 N911g. Sometimes packaging can be misleading, and cartridges for different models look identical but won't work.
7. Replace the Printhead (Last Resort)
- If the error persists and you've tried all troubleshooting steps, the printhead itself could be faulty. Replacing the printhead is an option
Refer to this document: HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g User manual
I hope this helps.
Take care and have a good day.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
A_Gayathri
HP Support Community Administrator.
10-15-2024 09:17 AM
Hi @Virgil4,
Welcome to The HP Support Community.
Thank you for posting your query, I will be glad to help you.
I understand you are getting the "Incorrect Cartridge" message on your HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g can be frustrating, especially when using new HP cartridges. Here are some additional steps you can try to resolve the issue:
1. Verify Cartridge Authenticity
- Ensure that the cartridge is a genuine HP cartridge. Non-genuine or refilled cartridges can trigger this error message.
2. Clean the Printhead
- If the cartridge contacts are clean but the issue persists, it could be related to the printhead.
- Remove the cartridges, then carefully lift the printhead latch, remove the printhead, and clean the electrical contacts (the small metal dots on both the printhead and inside the printer) with a lint-free cloth slightly dampened with distilled water.
- Reinstall the printhead and cartridges, ensuring everything is properly seated.
3. Reset the Printer to Factory Settings
- A factory reset can sometimes clear errors related to cartridges:
- Power off the printer and unplug it.
- Press and hold the power button for about 30 seconds while the printer is unplugged.
- Plug the printer back in, turn it on, and see if the error persists.
4. Check for Firmware Updates Update the firmware on an HP printer
- HP occasionally releases firmware updates that address cartridge recognition issues:
- Open the HP Smart app or HP Printer Assistant on your computer.
- Check for any available firmware updates for your printer.
- Follow the prompts to update.
5. Cartridge and Printhead Reset Sequence
- Try this reset sequence to reinitialize the printer’s connection to the cartridges:
- Turn the printer on, and remove all the cartridges.
- Close the printer with the cartridges removed.
- Turn off the printer and unplug it for 10 minutes.
- Plug the printer back in and turn it on. Reinstall each cartridge one at a time and see if the error resolves.
6. Inspect Cartridge Compatibility
- Ensure the cartridges are compatible with your HP Officejet Pro 8600 N911g. Sometimes packaging can be misleading, and cartridges for different models look identical but won't work.
7. Replace the Printhead (Last Resort)
- If the error persists and you've tried all troubleshooting steps, the printhead itself could be faulty. Replacing the printhead is an option
Refer to this document: HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g User manual
I hope this helps.
Take care and have a good day.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
A_Gayathri
HP Support Community Administrator.
11-07-2024 12:33 PM - edited 11-07-2024 12:40 PM
I've been trying to clear the Cartridge problem message for a week. Message said issue with YM cartridges. I performed #5 removed cartridges, closed door, turned off, wait 10 minutes. Since the cartridges were already removed, I removed the printer head (did not clean the heads) then replaced the print head. I replaced all the cartridges that were in there before. After closing the door, I still got the Cartridge problem message for MY (Magenta, Yellow). I replaced Y cartridge and the Cartridge problem for Y did not appear, only M had issue. I replaced B cartridge since it was getting low. Only M appeared in Cartridge problem message. I replaced M cartridge and NO more Cartridge problem. I've tried using these cartridges before and got the Cartridge Problem message. These cartridges were new and non-hp, ordered from Amazon.