Printer screen stuck with message "use ink cartridge that came with printer"

[Luke8710]

Printer screen stuck with message "use ink cartridge that came with printer". New HP cartridges were not recognized.  I updated the printer and now its stuck with this message.  Unplugging doesn't work.  Touch screen doesn't work.

[Sneha_01]

Hi @Luke8710,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP ENVY Photo 6255 printer is stuck with the message "Use ink cartridge that came with printer" and is not recognizing new HP cartridges, here’s a detailed troubleshooting guide to help resolve the issue:

1. Verify Cartridge Compatibility

Check Cartridge Compatibility:

• Ensure the cartridges you’re using are compatible with your HP ENVY Photo 6255. Sometimes, even HP cartridges might be incompatible if they are for a different model.

Inspect the Cartridges:

• Verify that the cartridges are genuine HP cartridges and are the correct model for your printer.

2. Reinstall the Cartridges

Turn Off the Printer:

• Power off the printer and unplug it from the power source.

Open the Cartridge Access Door:

• Open the door to access the ink cartridges.

Remove the Cartridges:

• Carefully remove the cartridges from the printer.

Clean the Cartridge Contacts:

• Use a lint-free cloth or cotton swab lightly dampened with distilled water to gently clean the contacts on the cartridges and inside the printer where the cartridges make contact.

Reinstall the Cartridges:

• Reinsert the cartridges into their slots. Make sure they are seated firmly.

Close the Cartridge Access Door:

• Close the door and plug the printer back in.

Power On the Printer:

• Turn the printer back on and check if the message persists.

3. Perform a Printer Reset

1. Hard Reset:
   • While the printer is powered on, unplug it from the power source.
   • Wait for about 60 seconds.
   • Plug the printer back in and turn it on.

4. Check for Firmware Issues

1. Firmware Update:
   • If you recently updated the printer firmware and the issue started after that, it’s possible the update caused a problem.
   • You might need to revert to a previous firmware version if possible. Check HP’s support site or contact HP Support for assistance with firmware issues.

5. Try Alternative Cartridges

Use Original Cartridges:

• If you’re using third-party cartridges, try using the original cartridges that came with the printer to see if the issue persists.

Test Different Cartridges:

• If you have access to another set of compatible HP cartridges, try installing them to see if the problem is with the cartridges or the printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support