Article updated 27/07/2018
Is your Samsung, HP, Brother, Canon, Ricoh or Epson printer not recognising a replacement ink or toner cartridge? This is something that we find our customers experience every now and again so you definitely aren’t alone!
A printer not recognising a new ink or toner cartridge is one of the most common issues that print owners experience when changing or replacing an empty one, irrespective of what brand printer you have, and one that our customers frequently ask us about. This can mostly affect your printer when you a replacing compatible, remanufactured or refilled ink cartridges and you may be looking for a way to fix this issue. Read below where we’ll explain why this happens and how to fix your printer.
Why does this happen?
Computer error message when printer cartridge not recognised.
There may be occasions when, after installing a new ink or toner cartridge in your printer, you might see a message like:
- Your printer says ‘toner is not compatible‘
- Your printer says ‘printer cartridge not detected‘ or your printer cannot detect ink.
- A low or empty level of ink and toner displayed on your computer
- A HP Printer displaying ‘HP Cartridges locked’ or ‘Cartridge Protection enabled’
- A message on your printer warning “no cartridge installed” (or words to that effect)
- Flashing warning lights displayed on your printer
Internal memory reset:
Your printer should automatically recognise when you install a new cartridge and reset its internal memory, ensuring that it’s displaying full ink and toner levels etc. However, sometimes the printer just doesn’t do that correctly and believes that the old one, or no cartridge, is currently inserted instead.
Protective strips:
If you haven’t removed protective covers or plastic strips that are attached to a new cartridge when you first take it out of its packaging, the printer will definitely fail to register the new cartridge and this will cause you problems.
Dirty / damaged contacts:
The new ink or toner cartridge has a number of metal contacts that connect to similar metal contacts in the printer allowing them to communicate. Dirt or damage can prevent this.
HP Cartridge Protection enabled
Whilst updating firmware is often necessary, if you have a HP printer an update may be installed to ‘enable cartridge protection’ this then prevents these cartridges form working in any other printer and also any compatible cartridges from working in your printer. This can be switched off. See how to fix HP cartridges locked to another printer.
Incorrect consumable installed:
A rare occasion but this does happen! If a drum or fuser or other maintenance item was accidentally purchased instead of a toner or ink cartridge, the printer will not work and still needs a new ink or toner.
Ink cartridge has not been inserted correctly:
There is also the off chance that an ink cartridge wasn’t fully clicked in to it’s slot and so the printer can’t detect the new ink cartridge and displays the error message. All you’ll need to do is lift your cartridge cover again and double check all of the inserted cartridges to make sure that they have been clicked in, then close the cover again and try once more.
Firmware / software updates:
This is one of the main causes for a compatible ink or toner to not work in your printer. Modern printers automatically connect to the internet but pc software or internal printer software (firmware) will often need to be updated at the request of the printer. These updates can often fix bugs but more recently printer manufacturers have used updates as a way to stop compatible cartridges from working in your printer. Often delivering messages like ‘cartridge not compatible‘ or ‘cartridge not recognized.’
This is a very grey area of legality for printer manufacturers as it’s against the law for them to stop you from using a compatible or remanufactured cartridge in your printer. However, they can get around this by refreshing the software frequently to new versions that the chips on remanufactured cartridges no longer register to, rendering them unusable.
If you do plan to use compatible or reman inks and toners, it may be wise to disable automatic software updates on your printer. You can do that on your computer via the printer properties (Control panel > printers and devices > right click your printer in the list > properties > software tab > un-tick automatically update your printer).
So, here’s what to do – 8 steps to try
The first thing to do is not to panic! Whether you’ve bought them from us or another supplier, there really shouldn’t be any reason why a good quality original or compatible cartridge wouldn’t work in your printer so with a little patience, we’ll get you through it. Try the following 8 steps to correct your issue.
How to reset the printer memory:
- Remove your new cartridge and replace it with the old one. Leave your printer and go and do something else for 10 minutes.
- Replace the old cartridge with the new one again.These two steps alone often resolve the issue, so see if your printer now recognises your new cartridges. However, if you’re still having trouble…
- Remove the new cartridge. Make sure you place it in a clean and safe place where the cartridge or the surface won’t be damaged.
- Turn the printer off button using its power button
- Unplug your printer at the wall. It’s important to do both steps 4 and 5 separately, as some printers can remain in sleep mode if you’ve only switched off the power button on the printer control panel. Leave your printer like this for about 10 minutes or so.
- Plug your printer back in at the wall (but don’t press the power button just yet)
- Insert your new cartridge
- Press the power button on your printer
Hopefully, you should be able to now print with your new compatible ink or toner cartridge!
If this doesn’t work…
Clean the metal contacts:
The metal contacts can usually be seen on one side, the back of a toner cartridge or back of an ink cartridge and look like a flat piece of copper, metal or even like circuit board (please note that some ink cartridges have no contacts at all). Here are the steps to follow:
- Power down and unplug your printer (for inkjet printers ignore this step as cartridges must be removed before powering off)
- Carefully remove your toner or ink cartridge and place to one side on a flat surface where it will be safe.
- Inspect the cartridge for the metal contacts
- Inspect the inside of the printer for the connection point
- With a lint free / dry cloth lightly wipe the contacts on both cartridges and printer to remove any dirt, or residue being careful not to cause any damage.
- Replace the cartridges in the printer
- Power the printer back on
- Try to print again.
This should now fix any issues you may have with dirty contacts or microchips.
Contact pins inside printer.
Contact chip/pins on toner cartridge
Still having trouble?
Oh dear, if you are still having trouble there are a few more things to check:
- Make sure all protective covers and strips were removed from your new cartridge when it was installed. You normally get instructions in the box that will indicate how to do this.
- Make sure that you purchased the correct consumable. Believe me this does happen to the best of us. Make sure you purchased an ink or toner and not a new drum unit or other maintenance item. If you need help, we can check this for you.
- Update your printer software by following the instructions manual on how to update the firmware. You can normally do this by visiting the manufacturer website and searching for your printer.
If you have exhausted all of these options, then there’s a possibility that you may have faulty cartridge or faulty microchip and providing you made your purchase with a reputable supplier, you should be covered. Also with modern technology in printers some manufacturers are making it even harder for you to use a compatible or remanufactured cartridge such as HP locking cartridges to a specific printer.
If this is the case, simply get in touch with your supplier and they will check if you qualify for a refund or exchange it for a brand new cartridge.
What about Refilled ink cartridges?
If you’ve used a refill service or refilled ink / toner cartridges yourself, you may encounter any number of issues. Ink cartridges that have been refilled can damage the integrity of the ink cartridge which can sometimes cause leaks in your printer. The manufacturers chip would also need to be reset as the printer may read the chip and think that it is empty. Once a cartridge has been used until it is empty the chip records that the cartridge has no remaining ink or toner and so when it’s refilled, the chip needs to be reset. If this isn’t done, then the printer will fail to recognise the cartridge. You would need special tools to reset the chip and as firmware is updated on the printer,the chip may need to be reset again.
How to get a refilled cartridge to work
One thing to try to get around any issues with refilled inks is to go to your printers general settings and navigate to preferences and switch off any setting that would be set to send usage data to the printer manufacturer. The message might say something like, ‘Store anonymous usage information’. This setting is normally default to on, and it’s the setting that allows the printer to monitor the use of the cartridges. By switching it off, you’re telling the printer it can’t monitor what inks are being used and it should allow refilled inks to work. However, this would prevent you from knowing how much ink is left in the cartridges at any given time.
If you did purchase your cartridge from us, you’ll be covered by our 3-year guarantee for our compatible ink and toner and a 6 month guarantee on any original cartridge and we’ll be more than happy to help you out. You can contact us on 0845 365 3605 or click live chat on TonerGiant.co.uk.
Did this work for you? Let us know in the comments below, or tweet us @TonerGiant.
About Stuart DeavallStu is the Digital Marketing Manager at TonerGiant.co.uk and is a big fan of gadgets, technology, and being creative!
Tried all above options with my Canon Pixma MG5650, no chance. Final option useless because cannot replace cartridge without power on!
I have faced the same problem but I recover the solution of the problem as follow 1) power tern 2) open front cover 3) fine cartridge remove and finally safety tape is removed.
Did you manage to sort it out? Mine.(exactly the same model) does the same. Just out of guarantee 🙁 very upset.
Unfortunately none of you solutions worked and Samsung say without proof of purchase they will not be able to help.
Bought TWO toners whilst in the shop location and both genuine Samsung toners.
So my next solution is buy a new printer.
Hi there, if you purchased your compatible cartridges from us there may be more advice we can give you to get them to work or if this is indeed a fault we should be able to help you further or determine what is going on. Please contact our customer care team on 0845 365 3605. Thanks, Stu.
I am having the same problem and have resolved to not buy another Samsung product. Getting the runaround and landing on the HP site because Samsung dropped their printer line!!
Tried everything and now so frustrated I want to throw this boat anchor in the trash.
Yes Samsung Printer division has been bought by HP now. All printer manufacturers do similar things so you’d get the same problem with other brands unfortunately.
Worked for me 3rd time trying, just kept swapping old/new back and forth and got there , thanks v much!
I have done what you suggested about replacing the new with the old (which, incidentally, is the same make of compatible cartridge), gone away to do something else and found that the printer recognized the old one and printed the test page. When I replaced it with the new (identical) cartridge, the HP message “failed cartridge” came up. This is a Wilkinsons own brand cartridge. I have used them before, but they started to throw up this message and I reverted to HP originals. However, some shops charge over £20.00 each for HPs own brand. This is too expensive. I am printing 154 pages = 3 volumes in total of 462 pages plus covers, so I cannot really afford to pay much over £8 or £9 per cartridge. They don’t seem to print very many pages per cartridge before a new one is required. Any suggestions? Thanks.
Ps. I’ll try what Simon above said about try it for three or four times.
Hi Stanley, if you’ve tried what we suggested above, the only other options are to try and update your printer firmware on the HP website or try to wipe the printer metal contacts and the cartridge contacts in case they are dirty and not communicating properly. If that doesn’t work, I would suggest contacting where you purchased your cartridge and asking for an excahnge as the chip or contact may be damaged in some way. Thanks, Stu.
I bought set of 4 expensive HP122A from HP online shop…. I bought the black first but could not use it until some months after bought the complete set in June.. I hardly use the printer and the ink display level was showing full for all the four colours since June 2016. All of a sudden in October, on the 28th of October 2016 to be precise it started indicating as empty that i should replace the black cartridge. This is suppose to give me 7,000 prints and I seldom use it since June
I have tried all your suggestions above but it’s still saying I should replace black ink… I hardly use this printer since i
Hi Sarah, thanks for your comment. It sounds like an automatic software update may have triggered a fault with the chip in the toner cartridge, there should be a standard 6 months warranty from HP so that you can get a replacement. Here’s a number you can call to get in touch with HP about your order with them: 0345 270 4142
Absolutely sick to death of compatible cartridges they just dont cut the mustard, stop selling them.
Hi Dorothy, thanks for your comment. Have you actually purchased compatible cartridges from us before? I know the perception out there is that compatibles have lots of problems but in my experience it really does matter where you buy them from. For example our failure rate is below 2% and we only manufacture the best quality compatibles. Thanks, Stu.
how about you stop buying them?
Hello, i have a Samsung Xpress M2026 laser printer and I changed the toner with non-original toner. But it said that the toner is non compatible. I made all the steps that you mentioned but is still not working. I change also the toner with new non original but the same non compatible. What can I do?
Thanks in advance.
Hi there, thanks for your comment. The issue you described is normally caused when a printer update has been applied to the firmware. Whilst it’s against the law for printer manufacturers to stop customers from using compatible cartridges, they do often cause them to fail and get around it by saying that they are preventing the use of illegal copies. It’s likely that the chip in the compatible toner needs to be changed. The only way to fix is usually to contact the company you purchased from and get a replacement. If you purchased from us, please call us on 0845 365 3605 and we’ll be happy to help! Thanks, Stu.
What bugs me about Samsung is that their laser printer cartridges are region coded, which means I have to buy them in New Zealand where there is only one place I can buy. Well, I could find only one on the Internet. The price is NZ$120 plus $10 to send it to me, almost twice as much as on amazon.com. Consequently I am going to have to put up with part of the page being more grey than black until I can find the wherewithal. Grrr! It makes me feel that I never want to buy another Samsung product of any sort.
I hate these ink sucking printers, I’m here to share what worked for me. I know several fixes now. It’s a Brother J285DW and I don’t print often, but when I do it invariably fails for one reason or another, usually low ink or paper jam. It’s because I don’t print often enough and have cartridges sitting in the machine longer than the company would like. Things I have done: unplugged machine, removed and replaced cartridges (not Brother cartridges) to reset memory countless times, took the chip off the old cartridge and stuck it on the new cartridge, put black electrical tape where the sensor detects ink level, and, of course, leave it unplugged when not in use so it can’t do it’s cleaning process which eats ink and wakes me up in the middle of the night sometimes.
All of these worked after receiving messages about low ink. Finally, I got stuck with the message “cannot detect ink” and the above steps weren’t working. It just wouldn’t print my document. I read somewhere about not letting the printer do automatic SW updates (because they obviously read about our “fixes” online and do things to render them useless with every update) so I was looking in the settings to see if it was setup for SW updates. Not that I thought there was anything I could do about it after the fact, but I know from experience that if I mess with my machine long enough, it will eventually do what I want, even if what I did made no obvious sense. Like in this case:
I came across “print user settings” and clicked on it immediately. The machine decided it was okay to print this (maybe because it was an internal document?) and it did, perfectly. No more “cannot detect ink”. Then I went back to my document and tried to print it from my computer and it printed it, no problem. So we’ll see how many pages it will give me yet again after another “fix”. Thank heavens for social media and people sharing fixes or I would be bald from this printer.
Hi Karen, printers can be a big pain at times can’t they! thanks for your comment, you touched on an issue not mentioned above, that we mentioned in a previous comment. Often updates to the printer cause cartridges to fail. Unfortunately it’s usually the printer manufacturer trying to prevent the use of compatibles.Thanks for the great tips, I’m sure they’ll help everyone to get around this issue! Thanks, Stu.
My problem is not that the cartridge is not recognized to print but now that it is empty the printer does not recognize it and will not automatically line it up to replace. I cannot find any instructions anywhere on how to manually align the cartridge so I can change it. I have a Canon MB2360. It is really annoying me as I do colour menus and can’t use the yellow. Anyone got a solution, would be greatly appreciated. Cheers
Hi Catherine, it could be a mechanical issue from the sounds of things. Have you had it for under a year? If so it should still be under warranty with Canon you can contact them here: Call Canon 13 13 83
From within Australia Monday to Friday – 8am to 5pm
I have a HP printer scanner, all my drivers and stuff and firmware are all up to date but it still wont accept my refilled black ink cartridge which came with my printer scanner even though its been refilled but my local computer store where I bought it from so I bought a new catridge and tried all kinds of ideas from the technical guys and what it says on the internet and instruction manuals plus the comment of keep swapping old for new and so on and still no joy this is the second time I have bought one of these models and its doing same as my last one so think I’ll just smash it and go to a different make and model instead of wasting money.
I had to create a tiny shim to stick under the cartridge so the contacts would fit snuggly together.
Great Information…
I am using Samsung LaserJet Printer. Thanks for your support and sharing Information about Samsung Printers.
Help, mine is aficio dsm520pf and after replacing the toner, it is still saying toner empty so I don’t know if its the sensor or the toner I replaced is not compatible. Does the sensor stop working or not.
Hi Kelvin,
have you tried some of the tips above and on the comments left by others here? If it’s a cartridge you only purchased recently it could be that the printer memory needs to be reset but if none of the tips help then its likely that it’s a faulty toner. Try and place your last cartridge that you removed back in to your printer (if you still have it) and if that also displays an error then you may have a printer fault. Let me know how you get on! Thanks, Stu.
I have two different Brother printers and both say the same thing, “Cannot detect the ink. Please replace the cartridge with genuine Brother part or cartridge” Is there a way around this?
Hi Scott, it’s generally caused by a similar issue explained above, if you’ve tried those options to no avail it could be an issue with the chips on the ink cartridges but here’s a page with some tips on what to try specifically for a brother printer: http://support.brother.com/g/b/faqend.aspx?c=as_ot&lang=en&prod=dcpj100_all&faqid=faq00002607_002
Thanks,
Stu
I wonder if you can help – I have a HP OFFICEJET PRO 8620 which comes up with the message
” PRINTER FAILURE, THERE IS A PROBLEM WITH THE PRINTER OR INK SYSTEM TURN THE PRINTER OFF AND TURN ON AGAIN” If problem persists ring HP.
Which I have done, they say because I have used non standard HP cartridges I have damaged the print head and my CARE PACK is invalid because of it. I have tried everything I can including removing the print head and cleaning everything but I suspect HP are up to their old tricks and shutting down remotely anyone who tries to not use their overpriced inks. I will now buy another Printer – can you either see a way round my problem or recommend a printer that is more able to accept non standard cartridges since HP’s cartridges are outrageously overpriced.
Hi there, thanks for your question. I’ll do my best to help! It does seem that the ‘Printer failure’ message does refer to a print head issue but in my experience it is very rare that a compatible or remanufactured cartridge would cause a fault like that and I’ve been working in the industry for 10 years now. Your printer warranty cannot be invalidated by the use of compatibles unless a printer technician checks your printer and confirms that. Unfortunately a HP technician will usually give that reason if you have been using non HP cartridges, even if they weren’t the cause so your options are to get a non HP technician to check your printer and confirm what the issue is (hopefully confirming that it isn’t your non HP cartridges fault) and then your warranty will not be invalidated and you can also get HP to foot the bill for the technician as they told you your warranty was void without even checking your printer.
First of all though, here are some instructions to try for your specific printer which also includes resetting the printer and updating the firmware as outdated firmware can also cause the issue. It’s possible that these could fix your issue (skip the print head clean if you’ve already tried it): https://support.hp.com/us-en/product/HP-Officejet-Pro-8610/8620/8630-e-All-in-One-Printer-series/5367611/model/5367613/document/c03253201
Lastly, if non of these work, let me know and I’ll definitely help you to find a better printer. Thanks, Stu.
my epson stylus refuses to accept any inks other than their own expensive ones – nothing l do will alter that
I have the same problem. From what I have read it is because of a recent printer firmware update. I cannot find a solution to it. Does anyone know how to fix this pls?
Hi Roger My Epson Expression XP-760 has the same problem
if its an H P printer the best thing you can do is find a very big hammer and smash it up , or pay the ripoff prices hp charge ..
my epsom stylus dx8450 will not recognize ink cartridges
Hi Joe,
have you attempted the suggested fixes?
Stu
Stuart I too have an epson and today updated the software/firmware – NOW I know that was a mistake. I HAVE tried all the above tricks that I was able to. The closest I got was installing the old cartridges, let printer do it’s check and it ok’d those cartridges and then I quickly switched out the old for the new generic cartridges. Printer didn’t detect it….at first. I let it sit while I was looking for something to print and 3 minutes later the printer detected the ‘alien’ cartridges, beeped loudly and put up the same old message again. Back to square 1. I don’t dare call Epson and tell them I put generic cartridges in!! Has anyone found any other tricks that work? Or is it back to purchasing only the more expensive Epson cartridges?
Hi Louisa,
you don’t need to go back to buying genuine Epson, what’s happened is that the chips on the compatible cartridges are now out of date. The best thing to do is contact the company you bought them from and get an exchange for somewhere the chip is up to date.
Stu
hi stuart I have a canon MG2570S printer and after refilling the cartridge printer doesn’t recognize the ink and even when the ink is full my printer doesn’t print anything…. it tries but even the printing process starts but a blank page comes out please help me out here thanks mate
Hi there, I had a quick search around to see if I could solve your problem and the suggestion is that the print head could be damaged or completely blocked up see here. Did you actually refill the cartridge yourself or purchase a compatible? Thanks, Stu
Pls help – I have a strange one using compatible on HP Officejet 8600. Inserted, seems okay, ink shows ‘full’. But when it prints, it says missing or damaged cartridge. All I have to do is open and close the front cover of the printer (as if accessing the cartridges), even just for 1 second, it prints fine. And it does that at every file, even if I send the second file straightaway before it sleep…missing cartridge…open and close cover, prints. Annoying as it loses the wifi function. Any suggestion?
Hi Andy, the damaged or missing cartridges issue seems to be a common problem with the HP OfficeJet Pro 8600 printers but there doesn’t seem to be a clear fix for the issue. One suggestion is to try a hard reset of the printer.
To do a hard reset, turn the printer on and wait until all sounds stop and it’s in idle mode, then unplug the printer at the wall. Wait for about 10 minutes, then plug it back in. Make sure it’s plugged directly into the wall and not into an extension cable. Allow the printer to warm up and then go back to an idle state and try and use it again.
Hopefully this will fix your issue! Let us know how you get on.
Stu
Thank you for your help, unfortunately I have tried 4 times of the suggested method, each time waited for more than 10 min and into idle before the trial, so far it has not been successful. Any other suggestion? The printer is getting quite annoying. Kindly regards.
Hi Andy, ahh I understand how frustrated you must feel! The best source of advice I can find is on the HP support website but it’s just suggesting similar things that you’ve already tried.
worst help page ever. “turn it off and on again” this is not helpful it is just ridiculous and a way for you to make a page to sell advertising.
waste of time
Hi and thanks for your input, we do appreciate any, even if it is negative! I think you’ll find if you follow the instructions that this solution is the correct way to fix the problem described. Also ‘turn it off and on again’ is the number 1 solution to most tech problems (by the way that was a light-hearted joke).
I have an Epson SX430 printer which, until recently, would accept non-Epson cartridges. This has now stopped and I can only think that is because of a recent printer update. Does anyone know of a fix for this pls?
Hi Angela, unfortunately it sounds like since the firmware update you mentioned the chips in the compatibles may now be out of date. The best thing you can do is send them back as faulty and try some newer ones from a reputable supplier.
i had a cannon pimxima i think that is the right name drove me mad with the colour so i got a printer black only it uses a roll not a cartridge and it has never let me down i dont need colour and the rolls are much cheaper and last longer
it’s as simple as this…..it,s cheaper to buy a new printer than a new cartridge.i just replaced my ink and nothing works can’t print anything.
I believe this is right. I’m on my 3rd printer due to running out of the initial black ink cartridge and the printer not accepting the new one.
Just buy a new printer every time you run out of ink. Quite the scam, printer manufacturers!
New printers come with start ink toners.
When you buy a toner the life of that toner is often twice or 4 times that of the starter toner.
Buying a new printer is actually not feasible.
However, for long life consumabels for lower end machines it is cheaper to buy a new machine. (E.G Fusers/Transfer Belts as these will have lives of 10,000 pages upwards and cost as much as the printer)
Today, I came across your web site by accident, since I too have printer problems with my Samsung SCX-4600. I find the requests and your answers very interesting indeed and will continue to read your offerings. It almost appears, that the printer world is full f crooks with all the problems which ‘they’ program into their products. Regards Dierk from Germany
when you remove cartridge then switch off a 2540, it moves cartridge holder back then ,un plug wait 10 mins, plug in…. the cartridge holder is “hidden” unavailable…
so can not complete your sequence ( above) and insert cartridge before switching on..
Hi Thomas, reverse the two steps so you install the cartridge once the printer is is powered on.
I’ve got a seven-year-old Brother printer that’s beginning to get senile. It has a long think before it does anything and flashes up odd error messages now and again. It’s latest trick was to stop in the middle of a print run (where all the inks were crystal clear and the black nice and black) and declare that it couldn’t detect the black ink. Lots left in the cartridge, but I put a new one in. Same message. Unplugged and plugged back in, fiddled with cartridges etc but still says the same.
On the floor behind me is a nice new printer. It also cannot detect the ink cartridges – for the simple reason that they cost as much as I paid for the printer and I simply can’t afford them.
What do I think of modern technology? You wouldn’t be able to print it.
It sounds like you’ve had nothing but trouble with printers Frankie!
Is there any specific error message on screen (if there is a screen)?
Stu
Just bought an Epson WF-3640 but when trying to install the printer isn’t recognising the set up ink cartridges, any ideas so I don’t have to return the printer to catalogue and wait for new one to arrive
Hi Kelly, Epson printers like to be a little more awkward than most other brands. There are a few things you can try…If you’ve already tried some of these skip over them:
1. Make sure the cartridges have all tabs or protective clips removed and are clicked into place in the printer properly.
2. Make sure the printer software / firmware is up to date by downloading the most recent drivers here.
3. Try a memory reset of the printer by turning on and removing the cartridges, turn the printer off, unplug at the wall and leave for 10 minutes. plug back in, turn on and re install the inks.
Let me know how you get on!
Stu
Hi Stu, tried all that and nothing is working
Hmmm, is there a specific error message on screen or error code? If there is one it might help us to get to the bottom of the problem.
Other than that, something I read suggested it could be remembering the error and not clearing it properly. You can see more info on that here
All it says is installation incomplete, ink cartridges unrecognised, try again
Every site I’ve tried to get info has nothing for problems with initial set up of printer, they’re all just for replacement of cartridges
There’s one more thing I’ve seen someone mention on a forum that actually sounds a bit odd but maybe worth a try.
It sounds like the contacts on the ink cartridge chip are the problem or that it for some reason can’t connect properly to the printer.
The suggestion is to use a pencil eraser and gently rub the metal contacts / chips to clean them. make sure there is no eraser left on the contacts and try to install them again.
Other than that, I think it could be a printer problem. As you mentioned. There doesn’t seem to be any solution for a brand new printer that I have experienced.
Stu
I’ll give it try Hun thank you, if that fails I’ll send it back and get a replacement
Didn’t work hun
Sorry I couldn’t fix it for you! You can contact Epson on this page here
Could you tell me if the ink cartridges for a Canon Prixma MG5550,
Will work in a Canon MG 5750.
Old printer gone to the big printer in the sky, but still got inks for it and the MG 5750 looks to be the same all bar model number.
Many thanks Barry
Hi Barry, oh no that’s sad news! I’ve had a look and unfortunately the ink cartridges that go in the MG5750 are different to the ones you currently use (You printer took CL551 but the MG5750 takes CL571). Here’s a list of the printers that take the CL551 inks:
Canon PIXMA iP7200
Canon PIXMA iP7250
Canon PIXMA iP8750
Canon PIXMA iX6850
Canon Pixma MG5450
Canon Pixma MG5550
Canon PIXMA MG5650
Canon PIXMA MG6350
Canon Pixma MG6450
Canon PIXMA MG6650
Canon PIXMA MG7150
Canon PIXMA MG7550
Canon PIXMA MX725
Canon PIXMA MX925
after leaving my hp deskjet ink advantage 2135 for 3 months when i sstarted it says color cartriges are incompatible. what to do
Hi there, are they compatible or original inks? They may have actually dried up you see as they were left for a long period of no use. It could also be a software update that caused the issue.
I have a Canon pixma ip90 I have changed the head as well as the catridges it does not print
Hi Edward, could you tell me if there is a specific error code or message on the printer when you attempt to print?
My cartridges are stuck, So I cannot do the steps you provided. HELP
Hi Mari, what’s your printer model and could you give me some more detail on what happened? Stu
i filled the cartridge with ink but the system saying tha ink has run out… what have to do?
If you refilled the cartridge yourself you would also need to reset the chip on the cartridge to get the printer to see that the cartridge now has ink.
Hi Stuart. My Hp Office-jet 8610 was working until I changed router. Now the screen shows printhead missing or failed. I have tried everything. When I contacted HP for help the person assigned to help me tried to get me to exchange my printer for another one at a cost of $122. I can get a cheaper one at Best Buy or Staples for less.
My ink level is almost full. If I purchase a reset the chip cartridge could this solve the problem or should I just purchase another printer?
Hi there, I don’t think that using a chip resetter will help you in this case. It sounds like some damage has occurred to the print head as suggested by the error you get on screen. These can be replaced but for what it would cost, you may as well buy a new printer. Sorry to be the bearer of bad news! Stu
Hi,my Canon ipf710 cannot detect a new catridge at all,ave tried above steps but still can’t..kindly assist what might be the problem
Hi Jackie, as you’ve already tried all the listed steps I thinks it’s more than likely that there is a larger problem at play. If the cartridges are compatible ink cartridges it’s probably a fault with the chips on the cartridge and you’ll need to speak to the company you purchased them from.If they are original, I would contact Canon Support here
Stuart
Hi. My Mom has an HP 2134 printer and she has been using Real HP ink cartridges which she has just replaced but the light still keeps blinking. A possible connection is that where I push the ink cartridges in, it’s a little shaky now where before it was firm, I have to hold the back in order to push them in. Is this causing the blinking lights? I have turned it off anyway and unplugged it and am waiting half an hour! I have cleaned the ink cartridges. Thanks
Hi there, it certainly is possible that the inks aren’t touching the contacts correctly if they haven’t clicked in fully. Is there any warning message on the printer? Depending on which light is blinking can mean different things but for your Moms printer you can find exactly what the lights mean on HP’s information page here
Thanks I figured out what was wrong! After buying a new printer!! The REAL HP ink cartridge was dried out or something and not recognized by printer (the colour one was ok!) I think I will try out what you sell! Thanks for all your support.
No problem, thank you!
Stuart, I have a Samsung Xpress C430. The yellow/magenta/black are non-Samsung cartridges but the cyan is a Samsung cartridge. I was printing and then all of a sudden the printer gives me the error message that they yellow and magenta are not compatible. I did not get a message for the black. I’ve tried cold resets but does not work. Any other Suggestions?
This sounds like a printer update may have caused the chips on the compatibles to fail. The only way to fix that is to get the chips reset or replaced by the company you bought them from.
Cannot make my brother MPC430W accept a new cartridge purchased from (Office Outlet) despite the fact that it is an identical brand and model to the previous one.
There appear to be no electrical contacts on the cartridge. I do not know the brand but was purchased as a replacement from a reliable supplier.
Any ideas?
Hi David, I’m not sure these specific cartridges have a metal contacts or chips, are they there on your old ink that you removed? If not then it’s likely to be a clogging of the ink in the cartridge and you may need to contact Office outlet for a replacement cartridge.
I have a HP LaserJet4plus. Replaced the toner cartridge with a HP98A LaserJet print cartridge.(92298A) Get 14 No Cartridge message.
When I insert the old cartridge, I get the same message. I have gone through the 8 steps and the additional Still Having Problems steps…and still get the same message. HELP!
Hi there, is this a compatible / remanufactured toner that you installed? I take this is likely the case as HP have discontinued original toners for your printer now. If so then it will be the toner that is at fault and you’d need to get that replaced by where you purchased it.
We bought a genuine Samsung toner cartridge from you guys back in December last year. It has been stored in a cupboard and kept dry and in its original packaging. I’ve just put it into the printer and it is saying it is not recognised. Could this be due to the age of the cartridge? I was under the impression that these cartridges lasted more than 12 months? Tried all of the above twice with no luck. Any advice greatly appreciated.
Hi Gary, you shouldn’t get an issue like that with a genuine cartridge after only 12 months so it sounds like a fault. The packaging should have protected the cartridge while it was being stored so I’d imagine if anything the firmware on the chip / contacts is out of date. As it’s been almost 12 months, it’s out of the 6 months warranty but if you give us a call on 0845 365 3605 and ask for Lou (our customer care team leader) mention you spoke to me online and we’ll discuss if there’s anything we can do for you. Stu
hi ….. what is the difference between samsung printer toner mlt-d111s and mlt-d111s/els
i recently bought mlt-d111s/els for my samsung printer M2070 but it keep on giving me (not compatible toner cartridge) can you please tell me what is the reason for this? and how i can fix it?!
regards
Hi Pedros, the ‘/els’ part of the product code is just something that is sometimes used or not. Technically all cartridges should have /els but most retail websites leave it off, they’re the same cartridge.
It sounds like the issue you have with your printer is caused by the chip on the toner. If you’ve tried everything on this page without success, you’ll likely need to return the toner as a faulty product to the company you bought it from.
Stu
Have a Canon Pixma MG4250 – it came with cartridges installed – they have now run out – tried to change them with new Canon cartridges – says I am not using the correct cartridges???? bought at the same time of buying the printer. Right numbers – so what do I do now?? Any ideas
Hi there, could you let me know what the cartridge numbers are (product codes) and where you bought them from (a url would be a great help). It’s very strange that original inks would do this.
second step worked for me, many thanks.
This printer still won’t work with the new cartridges. No matter what I have tried, it does look like the black cartridge was accepted but not the color cartridge. HELP!!!
Hi, if you can let me know which printer do you have, whether the cartridges are original, compatible or refilled and if there are any onscreen error messages.
Congratulations on the article! I would like your help! How to clear firmware on old printers? Is there any way on the HP c4780 printer? This printer, strangely, no longer receives rechargeable cartridges.
Hi Jardel, thanks for the compliment. As far as I’m aware there isn’t a way of removing new firmware once it has been installed.
Stu
Hello Stuart.
There is no doubt that the printer companies are making it more and more difficult for
people to use replacement ink cartridges that are not manufactured by them. I just wonder as to the legality of this ?
Can they do this legally ?
Why should I be obliged to buy their cartridges at ridiculously inflated prices ?
Hi Chris, all very good questions!
It is in fact illegal for an original printer manufacturer to not allow a customer to use compatibles or remanufactured cartridges in one of their printers. This is part of the fair competition law.
However! As you mentioned, it seems that printer manufacturers make it difficult for people to use them.
The biggest competitor printer manufacturers have, even bigger than each other, are companies that produce compatible or remanufactured cartridges.
That’s because OEM manufacturers sell printers at a heavy loss, banking on making the money back with sales of consumables. It’s also why original consumables are so expensive. At the end of the day, they are businesses and need to make money, as frustrating as it is for us!
What printer manufacturers tend to do is constantly update the firmware of printers and the chips of inks, so that the chips on remans go out of date and printers don’t recognise the inks / toners anymore and deliver a cartridge not recognised message. There is no law against them updating printers so technically, they aren’t breaking laws.
I suppose it’s like buying a new car at an extremely discounted price and then being told, you have to buy the petrol from the manufacturer and for more a lot more money than you have to. Its not exactly the best business model to keep customers coming back!
Stu
Hello-
I have an old workhorse (well, ok, maybe a pony) HP 1012 inkjet- i bought a knock-off brand from a company nearby and it worked for maybe 30 on and off different pages over a few weeks. For some reason today it said it could not print due to low toner. I cleaned the contacts as best i could see them (looked like the heads of paper clips inside the side of my printer that would make contact with some flat shiny metal bits on the sides of my cartridge, the left side of the log-shaped cartridge). Did the unplugging routine, left for quite a while…could the cartridge just have failed, or did my trusty steed just “croak” for all intents and purposes?
Hi, I doubt the printer is the problem. It’s more likely that the cartridge software has become out of date. Original printer manufacturers tend to keep updating printers and cartridges so that the firmware on the chips of compatibles / remans doesn’t match anymore and the cartridges can’t be read. Without updating the cartridge chips (usually done by the manufacturer before sale), they won’t register in the printer anymore.
Can a genuine toner cartage be replaced with a compatible cheaper one by
removing the chip from genuine one to the replacement one?
Hi Marion, no that wouldn’t work. If it’s an empty original, the chip would register as an empty cartridge.
It is evident to me that the firmware updates are generally the cause of the problem. I have a Samsung MX-830 I purchased a few years ago and I’ve been using alternate suppliers’ ink cartridges for 3 years.
Yesterday I loaded my samsung setup disc into a new computer and stupidly allowed the firmware update to install.
Now the set of alternate ink cartridges–that worked fine the day before–are all showing as “empty” and I can’t print.
These printer manufacturers bait us with cheap printers and burn us with absurdly expensive ink.
Not much to say for their ethics!
Just swap the new chip for your old (from the empty but was functioning cartridge) this solved the incompatible cartridge issue for my Samsun ML2165-W!
Hello, I have an HP Photosmart 7525. A message appeared that read cartridge was missing or damage. I followed all the steps. Unistalling cartridges,turning off printer,unplugging from wall outlet, waited for 10 mins. Plugged back on, waited for printer to calibrate and so on. And still get the same message. I replaced the damage cartridge(cyan) with a new one. Now I get the same message with a different cartridge which is black photo.
Hi Laura, are you using compatible inks or originals. If you are using compatibles, it sounds like the software on the cartridge chips have been knocked out of date by a printer firmware update. Replacing the cyan with a new cartridge with a more up to date chip, solved the issue for that colour.
This happens because basically compatible or remanufactured cartridge manufacturers have to keep the chips up to date with the printer software and the printer manufacturer will continue to bring updates that put old chip software out of date (to stop old compatibles from working). The only thing you can do is get a faulty replacement from where you bought the cartridge.
Stu
Hi we have a SAMSUNG CLP-415N printer and we have ordered replacement cartridges and when loaded there would be an alarm indicating “not compatible toner cartridge”. I have checked with the old cartridges and the number has slight deference like for Black the new cartridge we have is CLT-K405/SEE while the original was CLT-K405/ELS. I tried and printed out the built in supplies information and it was indicating that the printer and supplies are from Europe. I am thinking that the new cartridges may be for another region and we have to change the region of the 2 printers we have as we have already spent a lot on the newly purchased cartridges. Please suggest anything to resolve our problem. Many thanks.
Hi there, as far as I can tell the cartridges with /ELS are UK toners and the cartridge with /SEE would likely be manufactured for Germany. Unfortunately I’ve never attempted to change the region of a printer so I’m not sure if this will help but it could cause issues with Samsung if you have a warranty with them. Could you return the cartridge to the company you purchased them from and get a refund?
Hi I have an Epson WF 2760 Printer that will not recognize the ink cartridges. I used the same cartridge the last time i printed when it was time to replace it, the printer will not work.i want to replace only the black.
I have an Epson 315xp, colour cartridges were low, so
replaced with genuine Epson cartridges, but not the black
as that is Half full. message came up “cartridges not recognised”
Saw on the pack is 4 months past use by date (don’t do much printing)
could that be the reason? or should I have replaced the black as well, that is in a different pack because I had already used the black which was in the same pack as the colour ones
Hi there, the ‘use by date’ is only a guide so shouldn’t cause an issue. It’s more of a best before date. What’s probably happened is that the changing of the empties has triggered the printer to check the cartridge chips again and a software update in between has caused the black ink to be unrecognised. It’s very frustrating but it’s likely this software update means that you’ll need to replace the black now.
Hi Stu
I was looking for a replacement printer and ran across your very helpful website. I currently have an Epson XP620 all in one which has proved to be the most worthless, exasperating poorly constructed, techno joke I have ever had the misfortune to purchase. I previously had a Canon Pixma all in one (can’t remember which model). It was expensive, but it did everything it said on the package and I never encountered any problems installing compatible cartridges in it. It gave up the ghost after 5 years but for the money was still economically viable and, most importantly, stress free.
I absolutely refuse to bullied into paying the exorbitant cost of brand name ink cartridges, when the compatibles are every bit as good at a third or even quarter of the price. Every time I attempt to install a compatible cartridge into this Epson, it takes at least an hour of frustration to force it into compliance, and now after 3 years of wanting to demolish the darn thing, I’ve finally reached the end of my tether, but am totally gutted to learn that these underhanded tactics are now included in all printer software.
Apart from manufacturers greed, I’m wondering why we need updates at all? My old Canon worked 10 times better than this one without being complicated by creepy Big Brother technology. Next thing we know we’ll have to provide passwords and bank details to operate normal household appliances!
I do lots of artwork, writing, and printing, therefore I require a printer that includes WiFi, printing from PC, duplex printing, scanning, copying and good quality photos, and easy installation of compatible cartridges. Simples!! I don’t need a mobile app, cloud scanning, email print etc etc. I have other devices that serve that purpose.
I’m no techno expert so am wondering if you know of any way to avoid installing the offending bits of updating software at the outset if you don’t require them? Or, what if you don’t install the branded cartridges provided and start off with compatibles?
Hi there,
thanks for your comment. I share your frustrations as well. I bought an Epson inkjet for home use myself and it’s a nightmare to use! I’m not surprised you’re at the end of your tether!
You’re completely right, these days all the manufacturers place these software updates in that cause similar issues but I would say that you’d probably have the best experience with Canon or Brother machines so if I were buying a new printer, that’s what I’d go for.
If you start with compatibles, it’s unlikely to have any difference as they come pre-installed with software / firmware but you can of course stop further updates by not having the printer connected to the internet or stopping certain settings. Although, I think soon enough the printer will run into problems and demand an update of some description and I’m not too sure how long you’d be able to go without one. There are lots of good reasons for these updates such as security improvements, bug fixes and added functionality and the ones that normally cause the printer to reject cartridges are firmware updates rather than software updates. Most times, you will be asked if you want to go ahead with a firmware update so it might be possible to connect the printer to the internet but just say no to these. Hopefully that would help.
You would also need to disable automatic updates by going to the settings (control panel on the PC) finding the printer settings options, right click your printer and navigate to properties of software update settings and setting that to ‘never’. This way, you won’t automatically get these pesky updates without being given the option to say no first.
Hopefully this will help!
Stu
Stu,
First of all my compliments on all the help you are offering here. In one of your replies you offered to point someone in the direction of a printer that would better serve their needs (i.e. not rejecting compatibles) but did not actually say what make/model(s) you had in mind. It seems to me that all the main OEMs out there are all playing the same game and the consumer is losing out, the only option then is for consumers to vote with their custom and to give it to OEMs that play fair – so in that vein how about putting up a list of makes/models that your experience has shown to be friendly to compatibles?
Hi there, thanks for your comment.
Unfortunately as new printers have been released the problem has become even more apparent. What I’m trying to say is that there aren’t any printers anymore that are friendly to compatibles. Every OEM manufacturer are using software to prevent compatibles from being used. It’s absolutely unfair, and the way they are doing it is to keep changing the software on the chips of ink and toner so that remanufactured cartridges are no longer recognised by the printer. Unfortunately, it’s not against the law to do that but it’s definitely doesn’t seem to meet the fair play laws to me. I think the only way to stop this would be a court case against the manufacturers and if they lost, it would be likely that they would have to stop preventing the use of compatibles in this way.
I know this is an older post, but I’m curious… is there any major printer manufacturer that does NOT actively prevent (via so-called firmware updates, etc) off-brand, generic ink cartridges from being used?
I have recently been incredibly frustrated with Epson, due to their questionable (illegal?) handling of non-OEM cartridges, and I would like gladly purchase a printer from a company with less unsavory business practices!
Unfortunately not! They all seem to do this these days, it can’t be escaped.
They tend to offer the explanation that they are preventing fake products (products that are copies and try to pass off as original products) coming from the far east, which is an illegal act and they are within their rights to prevent, but it allows them to conveniently block other compatibles or remans at the same time.
This is just the impression I get from feedback, not necessarily the absolute truth!
I am appalled by the spelling in the title of this information and would not seek help from you Mr. Deavall based on this alone. What grade education do you have? What is your current reading level?
Perhaps you should work on your academics before you tackle these sorts of things as it will serve you better in your future. Unless you spell words differently in the UK, you should learn the proper spelling of words when dealing with those of us living in the United States. For future reference the word is spelled RECOGNIZE with a “Z” not a S.
You define yourself using the word “giant”? You are certainly no giant academic scholar. Isn’t this embarrassing? What a shame.
Hi Robin Ann Tussey!
Thanks for your comment about my grammar, I actually don’t have any grade education but I’m not that embarrassed as I was educated here in the United Kingdom where we spell ‘recognise’ with an ‘s’ not a ‘z’.
Luckily, we can both accurately spell things either way! Happy post 4th July!
Stu
I have a Canon mg 5750, bought a compatible ink tank. but my printer won’t take it.
rejects it saying unknown or uncompatible ink tank, incert new. there I stand.
I have done a lot of tests, cleaning, on and off, even wall socket. I’m fed up, I have two other compatible who work. wonder why?
Hi Svein, thanks for your comment. The reason for this tends to be a race against time. What I mean by this is that when compatible cartridges are manufactured, the information on the chips are made to match the software on the printer, but over time as the printer software updates, the information on the chips goes out of date and the cartridges are rejected by the printer, so sometimes the chips are still valid and sometimes they are out of date. It sounds like you have experienced both instances.
Issue solved within the first 8 steps after an initial period of panic. Thank you for this informative guide!
Hi I have a brother printer model MFC-J450DW. I purchased ink from LDproducts.com. It says that the cartridges are compatible with brother, its showing that the cartridges have been replaced and it shows that they are full. However, when i try to print the page comes out blank. Will you be able to help? I’ve tried several ways but I’m still stuck.
Hi there, that’s very strange, this sort of thing tends to happen if the plastic protective strips haven’t been removed from where the ink comes out of the cartridge. Do they have any protective strips on them?
Tried every step – nothing worked. I have a Samsung M2026W printer & am trying a MLT-D111S/XSG toner, which is supposed to be compatible. And it is a genuine Samsung toner.
Hi, which country did your printer originate from? I have a suspicion that your issue is regional encoding. The toner MLT-D111S/XSG originated and is meant for printers in South Africa or the Middle East but if your printer is encoded to another continent then the cartridges will be rejected.
I’ve tried series of the methods above to my less than 1 week old printer (canon MG2540s) but it seems not working here, the printing continue complaining that the following ink cartridge cannot be recognised. color, and black etc. I allowed it to rest, cleaned the electric contact of both, yet the problem still persist, please help… from Nigeria
Hi Ezekiel, this is a strange thing to happen in a printer that is less than 1 week old. Are the inks, Canon inks or remanufactured inks? If they are remanufactured then it’s likely there is a fault with the chips on the cartridges and they’ll need to be replaced. If it’s the starter inks that you received with the printer or other original Canon inks, there may be a problem with the printer and I’d advise to contact Canon and ask them to replace your printer.
I have a Xerox Phaser 7800 and have recently come off a Xerox contract due to the appauling service they were offering. This means however that I now have to either purchase official Xerox cartridges at £200 + VAT each or the Toner Giant ones at £70 + VAT, so no brainer! This seemed to be working out fine for me but I have now got a recurring error that is very frustrating. The copier accepts that I have put a new black cartridge in and shows as full on the screen. However after a few prints it goes into a processing state and changes the level of the black to empty and wants another cartridge. I know that this is a brand new toner Giant Cartridge so there is plenty of ink. If I switch it of at the wall and leave overnight it comes back on saying black has toner again only for it to change to empty after a few copies. I am finding it very difficult to get anything printed and as this is my only machine is causing a serious headache. I have made sure the firmware on the printer is up to date. What tells the copier that the cartridge is empty? Can you advise please?
Hi Chris, thanks for your comment and for buying our compatibles.
There is a chip on the toners that carry the capacity info and it will have a code or serial number that matches the printer software. Automatic updates to the printer can cause the chip to no longer match. It’s normally how original manufacturers prevent the use of compatibles in their machines.
Best thing to do is if we get in touch with our tech team and see if they can advise a way to correct the issue and if not we can possibly replace the toners for you. I’ll ask one of our customer care team to get in touch. If you’d rather call, you can contact us on 0845 365 3605.
Stu
Touch wood, your tip of putting the original cartridge back and going off to do something else before replacing with the replacement (compatible) cartridge seems to have worked. It will still be a long time before I touch another HP printer with the proverbial bargepole. I am fed up to the teeth with the inability of the HP Officejet 6230 to deal with images pasted into Word documents, meaning that I have to save as a PDF if I want Word documents to print correctly.
Hi Neil, I’m glad that’s helped so far (Touch wood).
I got to the office and saw that I had an error light on my Samsung CLP-415NW Printer. Not sure what it was I cycled the power.
Once back on, still had an error light. The printer display stated, “Not compatible M toner cart”.
I then opened the Samsung Printer Status icon and it told me the same thing, showing the other three ok.
I had installed off market Cyan and Yellow toner cartridges prior to March of 2018. (The after market Black didn’t work well so I replaced that with a Samsung cartridge)
I then opened the printer door and slid out the cartridge rack, slid back in, now all three after market cartridges, (Cyan, Magenta and Yellow), show “Not Available”. . . Not Compatible!!!
I’m running Windows 7, and have my automatic updates turned off. I have not run a Windows update since 4/22/18.
I have purposefully in the past NOT downloaded the optional Samsung Printer updates as I had heard that they were attempting to prohibit the use of after market printer cartridges from being used in their printers.
So, why all of a sudden after at least 6 months of running with after market cartridges has my printer decided that they are not incompatible?
Either the chips on the after market cartridges were programed to fail today, on 9/12/18, or Samsung has somehow, without my permission, updated their firmware on my printer without my permission!!
Per this website, I’ve tried replacing the old, out of toner original cartridges in, (The printer just tells me that they are empty), re-installed the aftermarket ones and still no go.
The only change to my system is that my internet provider has installed a new router/modem, doubling my speed. (Although I was never able to use this printer wirelessly, it’s connected via usb)
Is there a way of physically taking it apart and restoring it to its original firmware, and stopping the firmware from ever being upgraded again?
Hmmm if the originals that you put into the printer are also causing issues it could be a memory issue. Try taking all toners out, power off, unplug for 10 – 20 minutes, plug back in, install toners and see how you get on. It could possibly be a firmware update which can be installed separately from software updates that has caused the issue with the remanufactured cartridges but unfortunately once firmware is changed, I don’t believe that it can be reverted to a previous version.