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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎01-19-2011 02:26 PM

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When I turned the printer on this morning, it gave the message, "Cartridge Error." and referred me to the device documentation.to troubleshoot. The User Guide does not address the problem.

 

The cartridges are properly seated and should still have plenty of ink. They are HP cartridges. The printer worked just fine yesterday. I have tried turning the printer off and re-starting. I have tried unplugging and plugging it back in. I get the same message and flashing light.

 

I would appreciate suggestions as to what else I should try.

13 REPLIES 13

‎01-19-2011 02:34 PM - last edited on ‎04-18-2016 12:29 PM by HP Administrator

HP Recommended

Try the document I linked below. Hopefully it helps.

 

http://support.hp.com/us-en/document/c00428054

 

Binary_Zen (worked at HP )

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‎01-19-2011 07:14 PM

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Thank you for the response. I have tried the suggestions in the document you referenced. Those steps did not solve the problem. If you have another idea, I'd be happy to see it and try it.

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‎01-20-2011 08:53 AM - edited ‎01-20-2011 08:54 AM

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We might be able to isolate which cartridge is causing the issue. Remove the tri-color from the printer and leave the black cartridge in. Close the top cover and check the LCD screen for any messages. Reinstall the tri-color and then do the same process for the black. List out the messages each time one of the cartridges is out.

Binary_Zen (worked at HP )

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‎01-20-2011 11:58 AM

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When the color cartridge is out, I get the same message:  "Cartridge Error refer to device documentation to troubleshoot."

 

When the black cartridge is out, I get: "Insert cartridge on right.

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‎01-21-2011 08:54 AM

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It looks like we have a problem with the black cartridge. Check the warranty date on the cartridge. It should be located near the copper contacts on the back. If it is still in warranty you might be able to get technical support and might be able to have it replaced.

Binary_Zen (worked at HP )

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‎01-21-2011 06:13 PM

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Thank you. I had already decided to try replacing the black cartridge. Doing so got the printer unfrozen, and it printed a test page just fine. However, now when I try to print a document, I am told the printer is offline.

 

This sounds stupid, but I do not see a way to get the blinkum thing online!. Didn't it have to be online to print the test page?

 

By the way, the date on the old cartridge is 2011/02/27. Can you tell me how to go about getting it replaced?

 

Thanks again for your help.

--Ken

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‎01-24-2011 03:00 PM

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To get them replaced you will need to call Tech Support (1.800.4746836). You will probably get forwarded to the Out of Warranty group and you will need to explain to them that you have a problem with your in-warranty cartridge and not your printer. When you get to Tech Support explain that you are getting a cartridge error whenever you insert the cartridge and that a replacement cartridge worked. The Tech Support agent is required to perform troubleshooting to verify the issue so just go through with it and hopefully they replace the cartridge.

 

For the connectivity issue I would suggest that you open a new post on the Printer Installation/Setup category so that issues will not get mixed up in posts.

 

Cheers!

Binary_Zen (worked at HP )

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‎04-20-2011 12:41 AM

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Cartridge error

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‎12-30-2011 07:40 AM

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Refer to device documentation to troubleshooting cartridge

 

 

 

Sir i had reed all earlier question and answer's relaited with this problem but my problem is stil alive kindly sug me solution of this problem. 

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