Help

A “Cartridge Not Recognised” or “Cartridge Problem” message can appear for several reasons, including incorrect installation, dirty contacts or the cartridge being empty.

Check the following:

• Is the correct cartridge installed?
• Is it fitted into the correct colour slot?
• Was the cartridge working before the error appeared? If so, it may be empty.

If everything is correct:

1. Remove the cartridges.
2. Check the chip contacts are clean and free from dust.
3. Reinstall the cartridges.
4. Turn the printer off and unplug it for 5 minutes.
5. Reconnect the printer and try again.
6. Run a print head/nozzle cleaning cycle if required.

Compatible cartridges may display as “Low” or “Empty” ink levels. This is normal. Once you confirm you wish to continue, the printer should allow you to print.

Canon printers: Try printing and, if prompted, hold the cancel button (usually a red triangle symbol) for 5-10 seconds.

Your new cartridge may look slightly different to your old one, but this does not mean it is incorrect. Ensure all packaging, seals and protective strips have been removed, then insert the cartridge correctly.

Do not remove the chip from the cartridge.

If the cartridge appears completely different in size, your printer may use a separate toner and drum unit. Remove the old toner from the drum unit and replace it with the new cartridge by pressing the release button or lever (usually green or blue).

Cartridges are often compatible with many different printer models, so your printer may not be listed on the box or cartridge label. This is usually due to limited packaging space or because your printer model is newer.

Before opening the packaging, please check that you have ordered the correct cartridge. If you are unsure, contact us and we will be happy to help.

Ink cartridges

Faded prints are often caused by dried ink blocking the print head. Printing regularly helps prevent this. Try running a print head cleaning cycle.

Toner cartridges

Faint prints may indicate that the toner is running low. Check the toner level and replace if required.

Paper quality can also affect print results. For best colour results, use paper suitable for your printing needs.

Epson firmware updates can sometimes prevent compatible cartridges from working. To continue using compatible cartridges, avoid accepting firmware updates from Epson.

Disable Epson Automatic Updates (Windows)

1. Right-click the Epson printer icon in the Windows taskbar.
2. Select Auto Update Settings.
3. Choose Never.
4. Click Apply and OK.

This applies to certain Epson printers and cartridges.

Menu names vary by printer model, but generally:

Disable Cartridge Policy

1. Open Settings or Setup.
2. Find Printer Maintenance, Service or Cartridge Settings.
3. Disable Cartridge Policy.

Disable Automatic Firmware Updates

1. Open Settings or Setup.
2. Go to Network or Wireless settings.
3. Find Firmware Updates.
4. Disable automatic updates.

You can also check these settings through the HP Smart app.

HP printers ending in “e” are HP+ models (for example, OfficeJet Pro 9012e).

Once HP+ is activated:

• An HP account is required.
• The printer must stay connected to the internet.
• Only original HP cartridges can be used.
• HP+ cannot be removed later.

During first-time setup, choose the option to skip HP+ activation if you want to use compatible cartridges.

Some HP printers have a cartridge protection feature that locks compatible cartridges to the first printer they are installed in.

If you see an “HP Protected Cartridge” message, the cartridge may only work in the original printer it was first installed into.

Disable HP Cartridge Protection

Printers without internet features:

1. Open the printer settings menu.
2. Find cartridge protection settings.
3. Select disable and save.

Printers with internet features:

1. Find your printer’s IP address from the network settings.
2. Enter the IP address into a web browser.
3. Open the printer’s Embedded Web Server.
4. Go to Settings > HP Cartridge Protection.
5. Select Disable and save.

Some HP printers may block compatible cartridges after firmware updates.

This applies only if your printer shows a “Cartridge Problem” message and is one of the affected models below:

• OfficeJet Pro 6230 series
• OfficeJet 6810 / 6820 series
• OfficeJet Pro 6830 series
• OfficeJet Pro 8610, 8620, 8630, 8640, 8660 series
• OfficeJet Pro X451, X476, X551, X576 series

Installing the latest HP firmware in this case may resolve this issue, otherwise do not install any printer updates.