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HP Deskjet 1000 (J110) and 3000 (J310) Series Printers - An 'Ink Cartridge Problem,' 'Incompatible Print Cartridge(s),' or 'Ink Cartridge Failure' Message Displays on the Computer

Issue

One of the following error messages displays on the computer:

  • Ink Cartridge Problem

  • Incompatible Print Cartridge(s)

  • Ink Cartridge Failure

NOTE: These errors, including Incompatible Print Cartridge(s) can occur using the correct HP cartridges.

The error message might also be accompanied by the following symptoms:

  • The printer does not print.

  • The Power light is on and does not blink.

  • The printer might be in an error state, even when the Power light is on and does not blink.

NOTE: HP cannot guarantee the quality of remanufactured, refilled, or non-HP cartridges.

Before you begin

Important: Before you begin, make sure that the cartridges are compatible with your printer.

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.

  • If the cartridges are compatible, continue with the solutions in this document.

  • If the cartridges are not compatible, skip to the step to replace the cartridges .

Solution one: Remove, inspect, and reinstall the cartridges

If a cartridge does not have full electrical contact with the printer, a cartridge error message might display. Removing and reinstalling the cartridge might help.

  1. Press the Power button () to turn on the printer.

  2. Open the cartridge access door, and then wait for the carriage to move to the center of the printer.

    Figure 1: Open the cartridge access door

    Image: Opening the cartridge access door
  3. Press down lightly on the cartridge that you want to remove, and then pull it toward you out of its slot.

    Figure 2: Remove the cartridge

    Image: Remove the cartridge
  4. Slide the cartridge out and inspect it.

    CAUTION: Do not touch the copper-colored electrical contacts or the ink nozzles.

    Figure 3: Copper-colored electrical contacts and nozzles

    Image: Copper-colored electrical contacts and nozzles
    1 - Copper-colored electrical contacts
    2 - Nozzles
  5. Check the copper-colored electrical contacts for debris.

  6. Make sure that all of the clear protective tape is removed from the nozzles.

    Figure 4: Remove the clear protective tape from the nozzles

    Image:  Remove the clear protective tape from the nozzles
    1 - Protective tape
    CAUTION: Do not attempt to remove the copper electrical strip.
  7. Repeat the previous steps for the other cartridge.

  8. Reinstall each cartridge into the printer, and slide it into the empty slot at a slight, upward angle. Then, gently push forward on the upper part of the cartridge until it snaps into place.

    Figure 5: Slide each cartridge into its slot

    Image: Slide the cartridge into its slot
    • The tri-color cartridge () goes in the slot on the left

    • The black cartridge () goes in the slot on the right

  9. Close the cartridge access door.

    Figure 6: Close the cartridge access door

    Image: Close the cartridge access door
  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Clean the cartridge contacts

If the cartridge contacts are dirty, a cartridge error message might display. Cleaning the contacts might help.

Collect the following items before cleaning the contacts:

  • Clean, distilled water. Use bottled or filtered water if distilled water is not available. Tap water can contain contaminants that are damaging to the cartridge.

  • Clean cotton swabs, or any soft, lint-free material that does not stick to the cartridges (coffee filters work well).

  • Sheets of paper or a paper towel to place the cartridges on during cleaning.

Follow these steps to clean the cartridge contacts:

  1. Press the Power button () to turn on the printer.

  2. Open the cartridge access door, and then wait for the carriage to move to the center of the printer.

    Figure 7: Open the cartridge access door

    Image: Opening the cartridge access door
  3. Press down lightly on the cartridge that you want to remove, and then pull it toward you out of its slot.

    Figure 8: Remove the cartridge

    Image: Remove the cartridge
  4. Remove the other cartridge, and then place them both on a piece of paper with the nozzle plates facing up.

    NOTE: Clean the copper-colored electrical contacts quickly so that the cartridges are not outside of the printer for more than 30 minutes. If a cartridge is outside of the printer for too long, the ink dries and clogs the nozzles.
  5. Press the Power button () to turn off the printer.

  6. Unplug the power cord from rear of the printer.

  7. Use a slightly damp swab, or other lint-free material to clean the copper-colored electrical contacts.

    CAUTION: Do not clean the ink nozzles. Doing so may damage the cartridge.

    Figure 9: Cartridge with area to clean

    Image: Cartridge with area to clean
    1 - Copper-colored contacts
    2 - Ink nozzles (do not clean)
  8. Clean the contacts in the print carriage, located inside the printer.

    Figure 10: Print carriage contacts

    Image: Print carriage contacts
  9. Dry the cleaned area using one of two methods:

    • Allow the cartridge to sit for 10 minutes.

      Or

    • Use a clean cotton swab, or other lint-free material to dry the area.

  10. Reinstall each cartridge into the printer, and slide it into the empty slot at a slight, upward angle. Then, gently push forward on the upper part of the cartridge until it snaps into place.

    Figure 11: Slide each cartridge into its slot

    Image: Slide the cartridge into its slot
    • The tri-color cartridge () goes in the slot on the left

    • The black cartridge () goes in the slot on the right

  11. Close the cartridge access door.

    Figure 12: Close the cartridge access door

    Image: Close the cartridge access door
  12. Plug the power cord back into the rear of the printer.

  13. Press the Power button () to turn on the printer.

  14. Try to print a page.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution three: Repeat the cartridge cleaning

If the issue persists, repeat the previous steps in the solution to clean the cartridge contacts.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution four: Replace the cartridge

If cleaning and reseating the cartridge does not fix the problem, replace the cartridge with a new, compatible HP cartridge.

If you have a defective cartridge or printhead, it might be under warranty. To check the warranty on your ink supplies, go to hp.com/go/learnaboutsupplies , select your country/region, and then review the limited warranty information for your supplies.

Workaround: Print in ink backup mode

If you do not have a replacement cartridge, you can still print in ink backup mode. Simply remove the problem cartridge, and print with the remaining cartridge.

  • If you remove the tri-color cartridge, printouts will be in grayscale.

  • If you remove the black or photo cartridge, the product prints slowly and the colors in the printouts might differ.

  1. Remove the new cartridge from its packaging and, being careful to touch only the black plastic, gently remove the clear protective tape using the pull tab.

    Figure 13: Removing the clear protective tape from the nozzles

    Image: Removing the clear protective tape from the nozzles
    CAUTION: Do not touch the copper-colored contacts or ink nozzles. Also, do not retape the cartridges. Doing so can result in clogs, ink failure, and bad electrical connections.
  2. Install each cartridge into the printer, and slide it into the empty slot at a slight, upward angle. Then, gently push forward on the upper part of the cartridge until it snaps into place.

    Figure 14: Slide each cartridge into its slot

    Image: Slide the cartridge into its slot
    • The tri-color cartridge () goes in the slot on the left

    • The black cartridge () goes in the slot on the right

  3. Close the cartridge access door.

    Figure 15: Close the cartridge access door

    Image: Close the cartridge access door
  4. Try to print a page.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution five: Service the printer

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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