"At least one of the cartridges has a problem"

[Zyloid]

Hi, I'm experiencing problems trying to print. I had previously been able to print successfully, with a black HP cartridge that came with the printer and a colour HP Instant Ink cartridge. I had not yet opened the black HP Instant Ink cartridge at this point.

After printing a few pages successfully I got the error "the indicated cartridges are not intended for use in this printer". I replaced the original black cartridge with my HP Instant Ink cartridge, however I continued to get the same error (my online profile says the printer is connected and both cartridges are recognised). After trying to remove and reseat both cartridges, I now get "At least one of the cartridges has a problem".

Please help - I'm close to throwing this printer out and swearing off HP forever.

Steve

[Riddle_Decipher]

@Zyloid

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand you have an error on the printer - "At least one of the cartridges has a problem",

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you perform a hard reset on the printer?

If not, here's what you need to start with:

(And what ever the result of this issue, please don't swear (I don't want to sound like a teacher) but swearing defines the kind of person you are, not who the person you are swearing at).

Step 2: Remove, inspect, then reseat the ink cartridges

The printer might display an error if the ink cartridges are not correctly installed.

   NOTE:

If you are enrolled in the HP Instant Ink program, you receive special HP Instant Ink cartridges. Some HP Instant Ink cartridges are larger than standard ink cartridges, but they fit in the carriage in the same way. HP Instant Ink is not available in all countries/regions or for all printer models. For more information, go to HP Instant Ink.

Figure : Standard and HP Instant Ink cartridges

1. Standard ink cartridge

2. HP Instant Ink cartridge

1. Turn on the printer, if it is not on already.

2. Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

   The carriage moves to the center of the printer.

   Figure : Opening the ink cartridge access door

   

3. Wait until the carriage is idle and silent before you proceed.

4. To release the ink cartridge, lift the lid on the ink cartridge slot, then gently push the lid back until it stops.

5. Pull up on the ink cartridge to remove it from the slot.

   Figure : Removing the ink cartridge

   1. Lift the lid

   2. Gently push the lid back

   3. Pull up on the ink cartridge

6. Inspect the contacts for any protective tape that still might be on the nozzles.

      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.

7. Remove the protective tape from the contacts, if necessary.

      CAUTION:

   Do not try to remove the copper electrical strip.

   Figure : Removing the plastic tape

   

8. Hold the ink cartridge by its sides with the nozzles toward the printer, then slide the ink cartridge forward into the slot.

9. Close the lid on the ink cartridge slot to secure the ink cartridge into place.

   Figure : Inserting the ink cartridges

   1. Insert the ink cartridge

   2. Close the lid

   3. The color ink cartridge is on the left, and the black ink cartridge is on the right

10. Repeat the previous steps to remove, inspect, and reseat the other ink cartridge, if necessary.

11. Close the ink cartridge access door.

    Figure : Closing the ink cartridge access door.

    

If the error persists, continue to the next step.

Step 3: Clean the electrical contacts

The printer might display an ink cartridge error if the ink cartridge contacts are dirty.

1. Gather the following materials:

   • Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

   • Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)

        CAUTION:

     Do not use platen cleaners or alcohol to clean the ink cartridge contacts. These can damage the ink cartridge or the printer.

2. Turn on the printer, if it is not on already.

3. Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

   The carriage moves to the center of the printer.

   Figure : Opening the ink cartridge access door

   

4. Wait until the printer is idle and silent before you continue.

5. Disconnect the power cord from the rear of the printer.

6. Disconnect the USB cable, if it is connected.

7. To release the ink cartridge, lift the lid on the ink cartridge slot, then gently push the lid back until it stops.

8. Pull up on the ink cartridge to remove it from the slot.

      CAUTION:

   Do not remove both ink cartridges at the same time. Remove and then clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.

   Figure : Removing the ink cartridge

   1. Lift the lid

   2. Gently push the lid back

   3. Pull up on the ink cartridge

9. Hold the ink cartridge by its sides.

   Figure : Hold the ink cartridge by its sides

   

10. Inspect the contacts for ink and debris buildup.

       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.

    Figure : Do not touch the contacts or nozzles

    

11. Wipe the contacts with a dry swab or other lint-free material until no debris remains on them.

       CAUTION:

    Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.

12. Dip a clean foam-rubber swab or lint-free cloth into distilled water, then squeeze any excess water from it.

13. Clean only the copper-colored contacts, then allow the ink cartridge to dry for approximately 10 minutes.

    Figure : Clean the contacts

    

14. Lightly moisten another foam-rubber swab with distilled water, then squeeze any excess water from the swab.

15. Use the swab to clean the electrical contacts in the carriage, located inside the printer.

16. Clean the carriage contacts.

    Figure : The carriage contacts

    

17. Let the ink cartridge sit for 10 minutes to allow the cleaned area to dry, or use a new swab to dry it.

18. Hold the ink cartridge by its sides with the nozzles toward the printer, then slide the ink cartridge forward into the slot.

19. Close the lid on the ink cartridge slot to secure the ink cartridge into place.

    Figure : Inserting the ink cartridges

    1. Insert the ink cartridge

    2. Close the lid

    3. The color ink cartridge is on the left, and the black ink cartridge is on the right

20. Repeat these steps to clean, then reinsert the other ink cartridge.

21. Close the ink cartridge access door.

    Figure : Closing the ink cartridge access door.

    

22. Reconnect the power cord to the rear of the printer.

23. Reconnect the USB cable, if you previously disconnected it.

24. Turn on the printer if it does not turn on automatically.

    If the error persists, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: https://hp.care/2kdnXED (Step 4 Onward)

(By the end of this article all the issues should be resolved)

And if the issue persists, after all of the above steps (including the ones in the link) please Contact HP as this could be a hardware malfunction:

HP Support can be reached by clicking on the following link:  

* Open link:  https://hp.care/2moMFSc

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!