Solved Incorrect Cartridge Installed error message

April 28, 2018 at 09:23:48
Specs: Macintosh
I have an HP Photosmart C4780 printer. It takes #60 print cartridges. The tri-color cartridge ran out so I went to Target and bought a new HP60 print cartridge (HP, not a knockoff). I installed it and I get different messages: 1) wrong cartridge installed, 2) cartridge installed wrong, or 3) print cartridge(s) not intended for use with this printer. (I get these messages after removing the cartridge and reinstalling it.) Stupidly, perhaps, I lost the receipt so went and bought another new HP60 Tri-Color cartridge. Same errors. Is this a sign that my printer is reaching the end of its days?

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#1
April 28, 2018 at 11:02:13
Are you sure you are removing all shipping materials? There are usually some tabs to peel off before inserting the cartridge.

Try re-inserting the old cartridge. The software should allow you to print a test page, even if one color is empty. In my experience ink tanks are usually not actually empty when the printer says they are. The printer determines when to send that message by use of a page counter, not an ink tank measurement.

Also, did you set the printer up to use the cartridge type you actually installed? There are several choices, based on number of pages the cartridge is designed to print.


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#2
April 28, 2018 at 11:51:26
Thank you. I know the old cartridge is spent because the colors have been coming out very faint. I just reinstalled the old “spent” cartridge and I didn’t get any error messages with it. I printed the test page, which has no color as the cartridge is spent. I just checked both new HP60 cartridges and that cello tape type of protectors are removed. Now I wonder if Target received a bad bunch of cartridges fron HP.

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#3
April 28, 2018 at 14:07:16
✔ Best Answer
Sounds as though you just bought a couple bad cartridges as you suspect.

This will get you around your error'd cartridges:

https://www.youtube.com/watch?v=u97...

Some tips from hp:

https://support.hp.com/us-en/docume...

I don't need to be right, but I am never wrong.


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Related Solutions

#4
April 28, 2018 at 15:05:06
I suggested trying the old cartridge to verify the issue was NOT with the printer.

Target may have bought off shore cartridges or even counterfeit cartridges. Another possibility is refilled HP cartridges without the reset being done. That can be an issue with Generic replacements too.

I suggest you contact HP for help. You may get replacements from them. If Target isn't buying from a qualified source, HP would probably like to know that.

message edited by OtheHill


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#5
April 28, 2018 at 22:46:55
" I know the old cartridge is spent because the colors have been coming out very faint"

That could also mean there's an ink-blockage somewhere other than in the cartridge - - - usually occurs when the printer has been stood idle for too long (ie more than a couple of days).


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#6
April 29, 2018 at 05:37:08
You can try unplugging the printer when it is on, pressing the power button a couple of times and then waiting a minute or so before plugging it back in. This will clear any memory of the error by draining the capacitors that might have retained it. Plug it back in and try it again.

There are electrical contacts on the cartridge and in the printer. You can clean the contacts on the printer with rubbing alcohol and Q-Tips to make sure that there is no ink on them (printer unplugged so you do not do any damage). Make sure that you do not leave behind any of the cotton from the Q-Tip.

You have to be a little bit crazy to keep you from going insane.


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#7
April 30, 2018 at 14:08:04
Thank you everyone. You are a lot of help. I was away on Sunday so I didn’t work on this. I had done what Overhill suggested and put the old tri-color cartridge back in and everything worked well, except that the color was very faint (as expected). The cartridges in question came packaged in HP boxes so I discounted the notion that they were off-shore, counterfeit, or or refilled. BUT . . . It dawned on me driving home last night that HP boxes usually have a folded instruction sheet rubber cemented to the foil-wrapped cartridge. These two cartridges, my problem cartridges, did not have that. So maybe Target did get ahold of some off-shore or counterfeit cartridges. Today I took the two problem cartridges back to Target. They would not refund my money but they would exchange both cartridges for new ones. I made the exchange. I will open one and if the internal packaging looks right but still doesn't work I will try Phill22’s and Finger’s suggestion and try to clean the electrical contacts. I did unplug the printer (while it was on) and let the “juice” drip out of the capacitors (Finger’s suggestion). That didn’t do anything. I will open one of the exchanged cartridges tonight. I’ll let you know what happens.

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#8
April 30, 2018 at 18:16:48
If the old cartridge works then to my mind it is obvious there is a problem with the new cartridges. Target employees are not qualified or authorized to get involved in the notion of a bad shipment of cartridges. I wouldn't bother with Target anymore at this time.

If you need to use the printer then buy a cartridge from another reputable source. Then contact HP for help. I would bet Target either has a bad shipment, which HP would want to know about, OR they bought counterfeit cartridges. Which HP would also want to know about.


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#9
May 1, 2018 at 09:10:03
Final Follow Up. I opened one of the replacement cartridges that I got from Target (when I returned the two bad cartridges). It works. No error messages. My conclusion is that there was a problem with those two new (now returned) cartridges.

I am supposed to select the best answer to my question. That is difficult. Everybody that responded did so in a meaningful way and provided me with something to think about and/or to do. Selecting a best answer is not to say any was a bad answer. I thank you all.


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