A new HP printer cartridge not working means the printer cannot read the cartridge, the cartridge is not seated correctly, or the cartridge does not match the printer’s requirements. Start with the checks that solve the cartridge itself, then move into HP app, firmware, account, and replacement fixes. Follow the steps below in order and stop when the printer accepts the cartridge.
Reseat the cartridge and remove the packaging
The most common cause is protective tape or plastic left on the cartridge, even when the cartridge looks fully installed.
Turn on the printer and open the door or lid to the cartridge access area. Wait until the carriage is idle and silent before touching anything inside.
Remove the cartridge named in the error message. Check that every strip of protective tape or plastic has been removed.
Put the cartridge back into the correct color-coded slot. Push it in until it clicks or seats firmly.
Close the door or lid, then follow any alignment prompt on the printer.
Power reset the printer
This clears a stuck cartridge-recognition or cartridge-error state after installation.
Press the printer’s power button to turn it off.
If the printer does not turn off normally, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Plug the power cord directly into a wall outlet, then reconnect it to the printer.
Turn the printer on and check whether the cartridge error clears.
Check that the cartridge is compatible
A brand-new cartridge fails when the cartridge number, printer model, or country and region do not line up. HP points users to its cartridge lookup page for this check.
Go to HP’s cartridge lookup page and select your printer from the dropdown, then enter that printer’s serial number and the number of the cartridge you want to use. Compare the result with the cartridge label and packaging. If your printer is not listed in the dropdown, that lookup does not apply to it, so use HP’s model-specific supplies and support page for your printer instead.
Read the exact error wording on the printer. Messages such as Incompatible Cartridge, older generation cartridge, or not intended for use in this printer mean the printer is rejecting the cartridge itself.
If this method fails, clean the cartridge contacts next because a compatible cartridge still fails when the printer cannot read its electrical contacts.
Clean the electrical contacts carefully
Gather a clean lint-free cloth and distilled, filtered, or bottled water. Turn on the printer, open the cartridge access area, and remove the cartridge named in the error.
Lightly dampen the cloth and wipe only the copper or gold electrical contacts on the cartridge. Wipe the matching contacts in the carriage as well.
Let the contacts dry for several minutes, then reinstall the cartridge and close the access door. Do not wipe the ink nozzles unless HP’s model-specific instructions tell you to.
Use the SETUP cartridges on a new printer
The most common cause on a brand-new HP printer is installing standard replacement cartridges before the printer finishes its first initialization.
If the printer displays Use SETUP Cartridges, open the cartridge access area and remove the standard replacement cartridges.
Install the SETUP cartridges that came in the printer box.
Complete the initialization and alignment process.
After the printer allows replacement, install standard compatible cartridges.
Run HP app Diagnose and Fix
Use the official HP app when the cartridge problem appears through printer software, setup, offline status, or communication errors.
- 1.Go to 123.hp.com, search for your printer, then follow the on-screen instructions to install the print app shown for it. The HP app replaces HP Smart, but it is not available for every device or operating system, and HP Smart gives full-feature support where the HP app is missing.
- 2.Open the HP app, or HP Smart if that is what installed, on Windows or macOS. Diagnose & Fix needs a printer that supports the app, app version 100 or later on Windows or 5.5.2 or later on macOS, and Windows 10 version 1809 or later or macOS 12 or later.
- 3.Click your printer, then click Diagnose & Fix.
- 4.Click Start and wait while the app diagnoses and fixes issues.
- 5.If Diagnose & Fix appears under the Printers menu or Diagnostics, use that path instead.
Fix Instant Ink or HP Plus cartridge messages
Instant Ink and HP+ are different programs, so troubleshoot the right one. Instant Ink cartridges need an enrolled printer, an active account with current billing, and an internet connection to validate. HP+ is a printer configuration rather than a subscription, and it requires an HP account, an ongoing internet connection, and Original HP ink for the life of the printer. When the printer says the cartridge cannot be used until the printer is enrolled, sign in to HP Instant Ink and confirm that the printer is enrolled, active, online, and connected to the internet.
Update the payment method when HP reports a billing problem. If the printer was canceled, replace disabled subscription cartridges with standard compatible cartridges or re-enroll when HP allows it.
For an enrolled HP+ or Instant Ink printer, turn on the printer, open the cartridge access area, wait until the carriage is idle, remove the cartridges, reinstall them firmly in the correct slots, and close the door or lid. Keep the printer connected to the internet so the cartridge status can validate.
If this method fails, update the printer firmware next because HP releases cartridge-recognition and printer-firmware fixes through official HP tools.
Update firmware through HP tools
The most common software-side cause is outdated or missing printer firmware, especially when a network-connected printer rejects a cartridge after setup or an account change.
Open the HP app, click the image of your printer, then open Advanced Settings.
In the printer’s Embedded Web Server, click the Printer Update tile.
If that tile is missing, open Tools, then Printer Updates, then Firmware Updates, and follow the prompts.
Some printers use a side-menu Embedded Web Server instead of tiles. On those, expand General in the left menu, then click Firmware Update.
HP also documents an Embedded Web Server path through About printer, Firmware update, and Check now.
When the app path is not available, use HP’s printer drivers page, enter your printer model, choose the detected operating system, and download firmware, drivers, software, or diagnostics from HP only.
Know when replacement or HP support is the fix
Some cartridge warnings can be dismissed when the cartridge is genuine. For Used, Refilled, or Counterfeit ink cartridge Detected or Counterfeit ink cartridge Advisory, choose No, OK, or Continue; when the print job completes, the warning was the issue.
If printing still fails after reseating, resetting, cleaning, and checking compatibility, replace the cartridge named in the error. Use subscription cartridges only on active Instant Ink printers. After canceling Instant Ink, HP’s guidance is to replace them with Original HP Standard or XL cartridges matched to your printer and region. An HP+ printer requires Original HP ink for the life of the printer, and on a Dynamic Security model a third-party cartridge has to carry an original HP chip or electronic circuitry.
For suspected counterfeit packaging, inspect the HP security label or tamper-proof seal and scan the QR code when one is present. If HP’s validation reports a problem, return the cartridge to the seller or contact HP Support.
Do not use HP Print and Scan Doctor or firmware downgrade packages as the fix path. HP’s current path is the HP app with Diagnose & Fix and official firmware from HP; for region mismatch, warranty replacement, Dynamic Security messages, or unresolved genuine-cartridge rejection, contact HP Support.
Frequently Asked Questions
Why does my HP printer reject a brand-new cartridge?
The printer rejects a new cartridge when protective tape remains, the cartridge is not seated firmly, the cartridge number or region does not match, Instant Ink needs validation, or the cartridge is defective.
Can I keep using an Instant Ink cartridge after canceling HP Instant Ink?
No. Replace them with Original HP Standard or XL cartridges, or re-enroll when HP allows it. Disabled subscription cartridges are not the fix for a canceled account, and an HP+ printer requires Original HP ink for the life of the printer.
What should I do if HP says the cartridge is counterfeit or used?
For a genuine cartridge, choose No, OK, or Continue and try printing. If printing fails, reset the printer and replace the problem cartridge. For packaging concerns, check the HP security label or QR code and return it if validation fails.
Do Cartridge Policy or Cartridge Protection settings bypass Dynamic Security?
No. HP’s current information says those settings do not override Dynamic Security blocking. For a non-HP chip or circuitry block, use a compatible cartridge with an original HP chip or electronic circuitry.