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Solved!

Re: Remove and Reinstall Ink Cartridge Message

HP Recommended

Hello,

I have a office jet 3831 and while printing at the end of a page I got the message

" ink cartridge problem remove and install the indicated cartridge" and the cartridge is showing three dots.

I removed and replaced it,

I reset the printer, i.e. switched it off, pressed power and the plugged in and switched on. Same message.

The printer stills prints black and white when the triple colour one is out.

The colour one is full.

How often am I supposed to fit new ones?

2 REPLIES 2
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HP Support Agent
HP Support Agent
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Message 2 of 3
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HP Recommended

Hi @Gazdok,

 

I'd like to help!

 

Please try the below suggestions-

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Clean the electrical contacts

 

Remove the cartridge indicated by the error message, clean the electrical contacts, and then reinsert the cartridge in its color-coded slot.

  1. Turn the printer on.

  2. Open the door to access the cartridges.

  3. Wait until the carriage stops moving before you continue.

  4. Remove the cartridge indicated in the error message from its slot, holding it by its side.

       CAUTION: 

    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.

  5. Remove any protective tape that still might be on the contacts.

       CAUTION: 

    Do not touch or try to remove the copper electrical strip.

    Remove the plastic tape and do not touch the contacts or ink nozzles

  6. Lightly dampen a lint-free cloth with distilled water, and then clean only the copper-colored contacts on the cartridge.

    Cleaning the copper-colored contacts on the cartridge

  7. Lightly dampen a lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.

    The carriage contacts

  8. Wait 10 minutes for the contacts to dry.

  9. Reinsert the cartridge.

    • Insert the black cartridge into the right slot.

    • Insert the tri-color cartridge into the left slot.

  10. Repeat these steps for the other cartridge, if necessary.

  11. Close the cartridge access door.

  12. If the error persists, repeat the previous steps to clean the cartridge and carriage contacts a second time.

  13. Check for the error message.

Single cartridge mode 


The printer you own can work in single-cartridge mode, wherein the printer will be able to print with one cartridge in the printer.which will help us identify if its a cartridge issue or a printhead issue 

 

To try single-cartridge mode follow the below steps:

 

remove the black ink from the printer, leave the color in and try printing 
then remove the color ink and, insert the black  in and try printing 

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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HP Recommended

This printer or the cartridge are odd - or maybe this is normal.

 

After only having the black one fitted for single cartridge mode since my first post I thought I will try the colour one again before actually buying a new one.

So I removed the black one and installed the colour cartridge on its own and the printer suddenly accepted it without the error message. I did a test print and the triple colour worked. I then installed the black again and still did not get the error message.

I hope the printer has sorted itself for good.

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