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HP Officejet 6500A e-All-in-One Printer Series - 'Ink Cartridge Problem' Message Displays on the Product Control Panel

Issue

'Ink Cartridge Problem' displays on the control panel. The product does not print.

Solution

Follow these steps in the order presented to resolve the issue. When one of the steps resolves the issue, there is no need to continue troubleshooting.

Step one: Make sure that the cartridges are installed correctly

Follow these steps to check the cartridges.

  1. Press the Power button () to turn on the product, if it is not already on.

  2. Open the cartridge access door. The carriage moves to the center of the product.

    Figure 1: Open the cartridge access door

    Illustration: Open the cartridge access door.
    CAUTION: Wait until the carriage stops moving before you proceed.
  3. Make sure that the colored shape icon on each cartridge label matches the colored shape icon on the carriage slot.

    Figure 2: Matching colored shape icons

    Illustration of matching color shape icons
  4. Run a finger along the top of the cartridges to detect unseated cartridges in the carriage. Press down on any cartridge that is slightly higher than the others to snap it firmly into place.

  5. Close the cartridge access door.

  6. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step two: Remove the cartridges

Follow these steps to remove the cartridges.

  1. Open the cartridge access door. The carriage moves to the center of the product.

    Figure 3: Open the cartridge access door

    Illustration: Open the cartridge access door.
    CAUTION: Wait until the carriage stops moving before proceeding.
    • If the error message mentions a specific cartridge, find that cartridge, and then remove it from the carriage.

    • If the error message does not mention a specific cartridge, remove all the cartridges, one at a time.

    Figure 4: Remove the cartridge

    Illustration of removing the cartridge
  2. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.

Step three: Make sure that the cartridges are vented

  1. On each cartridge, examine the vent area on the top of the cartridge above the HP logo.

    Figure 5: Vent area

    Illustration of the vent area
  2. Remove the orange tab if it is still attached to the cartridge.

    Figure 6: Orange tab attached to cartridge

    Illustration of the orange tab attached to the cartridge
  3. Clean clogged vents on the cartridge carefully with a pin.

    Figure 7: Properly vented cartridge

    Illustration of a vented cartridge

    Figure 8: Clogged vent

    Illustration of a clogged vent

Step four: Reinstall the cartridge

Follow these steps to reinstall the cartridge.

  1. With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and on the printhead indicate the correct slot.

    Figure 9: Reinstall the cartridge

    Illustration of reinstalling the cartridge
    CAUTION: Do not lift the latch handle on the carriage to install the cartridges. This results in incorrectly seated cartridges and the product does not function correctly. Leave the latch down to install the cartridges correctly.

    Figure 10: Carriage latch in the down position

    Illustration of the carriage latch in the down position
    1 - Carriage latch
  2. Press down on the cartridge until it clicks into place. If the cartridge does not snap into place, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.

    CAUTION: Be careful not to bend the tab out more than 1.27 cm (0.5 inches). Moving the tab too far might damage the cartridge or cause the tab to break off.

    Figure 11: Gently bend the tab away from the cartridge

    Illustration of bending the tab away from the cartridge
  3. Close the cartridge access door.

  4. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step five: Turn the product off and then on

  1. Press the Power button () to turn off the product.

  2. Wait 60 seconds, and then press the Power button () to turn on the product.

  3. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step six: Clean the cartridge electrical contacts

CAUTION: The cleaning procedure takes only a few minutes. Make sure that you reinstall the cartridges in the product when instructed. It is not recommended to leave the cartridges outside the product longer than 30 minutes. Doing so might result in damage to both the product and the cartridges.
  1. Gather the following:

    • Clean, lint-free cotton swabs

    • A clean, lint-free piece of paper

  2. If the product is not already on, press the Power button () to turn it on.

  3. Open the cartridge access door. The carriage moves to the center of the product.

    Figure 12: Open the cartridge access door

    Illustration: Open the cartridge access door.
    CAUTION: Before proceeding, wait until the carriage stops moving.
    • If the error message mentions a specific cartridge, find that cartridge, and then remove it from the carriage.

    • If the error message does not mention a specific cartridge, remove all the cartridges, one at a time.

  4. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.

    Figure 13: Remove the cartridge

    Illustration of removing the cartridge
  5. Hold the cartridge by its sides with the bottom pointing up, and then find the electrical contacts on the cartridge. The electrical contacts are four small rectangles of copper or gold-colored metal on the bottom of the cartridge.

    Figure 14: Cartridge

    Illustration of the electrical contacts on the cartridge
    1 - Electrical contacts
    2 - Ink window
  6. Wipe the electrical contacts with a clean, dry cotton swab until no debris remains on them. Make sure that no ink or debris smears onto the clear window next to the electrical contacts.

  7. Place the cartridge on the clean, lint-free paper with the nozzle facing up.

  8. Find the electrical contacts inside the carriage. The electrical contacts resemble four copper-colored pins that touch the electrical contacts on the cartridge.

  9. Wipe the electrical contacts inside the carriage with an unused clean, dry cotton swab.

  10. Slide the cartridge into the correct slot until it clicks into place. The color shape icons on the cartridge and on the printhead indicate the correct slot.

    Figure 15: Reinstall the cartridge

    Illustration of reinstalling the cartridge
  11. Close the cartridge access door.

  12. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step seven: Make sure that the carriage latch is closed

An open carriage latch can result in incorrectly seated cartridges. The product cannot function with incorrectly seated cartridges. Follow these steps to make sure that the carriage latch is closed.

  1. Open the cartridge access door. The carriage moves to the center of the product.

    Figure 16: Open the cartridge access door

    Illustration: Open the cartridge access door.
    CAUTION: Wait until the carriage stops moving before proceeding.
  2. Make sure that the carriage latch is in the down position.

    Figure 17: Carriage latch in the down position

    1 - Carriage latch
  3. Close the cartridge access door.

  4. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step eight: Replace the cartridge

If the error message mentions a specific cartridge, replace that cartridge with a new, genuine HP cartridge. If the error message does not mention a specific cartridge, replace all the cartridges.

To purchase cartridges or check cartridge compatibility for your printer, go to HP Home & Home Office Store (US only), and then click Ink Toner & Paper.

If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.

  1. Go to HP SureSupply .

  2. Scroll to the bottom of the page and make sure that the country/region location is correct.

Genuine HP cartridges can also be purchased from other retailers.

Which cartridges you use might depend on your country/region. Follow these steps to purchase cartridges or check cartridge compatibility for your printer using HP SureSupply.

  1. Go to HP SureSupply .

  2. Scroll to the bottom of the page and make sure that the country/region location is correct.

NOTE: For the United States only, go to the HP Home & Home Office Store .

Genuine HP cartridges can also be purchased from other retailers.

  1. Open the cartridge access door. The carriage moves to the center of the product.

    Figure 18: Open the cartridge access door

    Illustration: Open the cartridge access door.
    CAUTION: Before proceeding, wait until the carriage stops moving.
    • If the error message mentions a specific cartridge, find that cartridge, and then remove it from the carriage.

    • If the error message does not mention a specific cartridge, remove all the cartridges, one at a time.

  2. Press in the tab on the front of the cartridge to release it, and then pull it up and out to remove it from its slot.

    Figure 19: Remove the cartridge

    Illustration of removing the cartridge

  3. On the new cartridge, pull the orange pull-tab straight back to remove the plastic wrap.

    Figure 20: Remove the pull-tab

    Illustration of the orange pull tab
  4. Twist the orange cap counter-clockwise to snap it off.

    Figure 21: Remove the orange cap

    Illustration of removing the orange cap
  5. With the cartridge contacts facing the printhead, slide the cartridge into the correct slot. The color-coded icons on the cartridge and on the printhead indicate the correct slot.

    Figure 22: Reinstall the cartridge

    Illustration of reinstalling the cartridge
  6. Press down on the cartridge until it clicks into place. If the cartridge does not snap into place, remove the cartridge from the carriage. Gently bend the tab away from the cartridge, and then reinsert the cartridge into the carriage.

    CAUTION: Be careful not to bend the tab out more than 1.27 cm (0.5 inches). Moving the tab too far might damage the cartridge or cause the tab to break off.

    Figure 23: Gently bend the tab away from the cartridge

    Illustration of bending the tab away from the cartridge
  7. Repeat these steps for each cartridge that you want to replace.

  8. Close the cartridge access door.

  9. Check to see if the message displays again.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step nine: Replace the printhead

If the previous solutions did not resolve the issue, replace the printhead. Note however that printhead replacement is not recommended as a solution for 'Incompatible Cartridge' errors occurring with compatible cartridges. Contact HP support to obtain a replacement printhead.

Click Contact HP on this page for more support options.

Order printhead - Contextual Wrapper

If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Click this link to go to the HP Parts store.

  2. Under Find your part(s), type one of the part numbers below in the Search by part number text box.

    • If your printer uses 4 ink cartridges, type CN643A

    • If your printer uses 5 ink cartridges, type CN642A

  3. Follow the online instructions to order the printhead assembly.

If HP replaces your printhead assembly under warranty, you will receive a new printhead assembly, cleaning materials, and a full set of new cartridges.

If your printhead assembly is no longer under warranty, you can purchase a new one online.

  1. Click this link , and then click your country-language.

  2. A Buy HP page displays. Look for the HP Parts store on this page. The location of the HP Parts store varies depending on your region. Click HP Parts store.

  3. Under Find your part(s), type one of the part numbers below in the Search by part number text box.

    • If your printer uses 4 ink cartridges, type CN643A

    • If your printer uses 5 ink cartridges, type CN642A

  4. Follow the online instructions to order the printhead assembly.

This information applies to Asia Pacific only.

If HP replaces your printhead assembly under warranty, you receive a new printhead assembly, cleaning materials, and a full set of new cartridges. If your printhead assembly is no longer under warranty, call the HP Customer Care Center for assistance.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step ten: Service the product

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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