If you have installed your cartridges and receive an error message stating "Non-HP Chip detected. Cartridges have been blocked by printer firmware" we apologize for the inconvenience. HP has issued a firmware update that affects your printer model and the use of this cartridge.

Please note, to ensure continued operation of your aftermarket printer cartridges, in lieu of firmware updates, please follow these step-by-step instructions to Disable Automatic Firmware Updates on your printer.

To request a replacement item for your printer, please send the following information to support@cartridge-support.com:

1. What printer are you using?
2. Where was your product purchased?
3. What is the cartridge code(s)? (The cartridge codes are located on a small white label on the front or back of the cartridge. There will be 2 rows of numbers only - please include both rows beginning with the top row.) If you have multiple cartridges, please provide all cartridges codes and a replacement will be sent for each code you provide.
4. Shipping address for the replacement product to be shipped to. Please be sure to include city, state and zip code. Once your information is received and verified, replacement product will be shipped via 2nd day service.

Requests submitted without all of the information may be delayed further.

If you receive an error message stating that the “alignment failed” or that the ”alignment could not be completed”, this may indicate that the printer is not properly recognizing the cartridge.

Remove the cartridge from your printer and locate the chip. Ensure that the chip is in place; and if so, you will want to clean it from any obstruction or debris as this may be preventing the alignment from completing.

Using a lint free cloth (such as a coffee filter), gently wipe the chip to remove any obstruction or debris.

Please also gently pull the tab on the front of the cartridge to help the cartridge fit into the printer properly.

Reinstall your cartridge into the printer (making sure it clicks into place), and attempt the alignment process again.

If the error continues, it may be necessary to perform a cleaning cycle to improve the quality of the print and allow the alignment process to be completed. Every printer is different so please consult your printer’s user manual for instructions on performing a cleaning cycle on your printer.

If you are not able to perform a cleaning cycle or if the alignment fails even after performing a cleaning cycle, please ensure that the scanner glass is clean and free from fingerprints or debris (this applies to certain models only).

If these steps do not allow the printer to align the cartridge(s), you will need to return the cartridge(s) to the place of purchase.

If you encounter an error stating that a cartridge is missing or damaged, please attempt the following procedures as possible solutions to correct the problem.

• Begin by removing the cartridge that is causing the error from its cradle. 
• Gently pull the colored tab on the front of the cartridge.
• Reinstall the cartridge, and you should hear it "click" into place. Follow any on-screen prompts that may appear. 

If you still receive a recognition error after installation, please remove the problem cartridge and confirm that there is a chip intact.

To locate the chip, look at the bottom of the cartridge.

If the chip is missing or not in the proper location, you will need to return the cartridge to the place of purchase.

Once you have confirmed that the chip is in the proper location, you may need to clean it from any type of obstruction or debris as this may be the cause of the error.

• To clean the chip, you may use a pencil eraser. Gently brush the chip with the eraser to remove any potential obstruction or debris. 
• Or you may use any type of lint free cloth such as a coffee filter. 
• Gently wipe the chip with the cloth, again removing any type of obstruction or debris.
• Replace the cartridge in the cradle, close the lid and again follow any on-screen prompts that may appear. 

If the problem persists after returning the cartridge to its cradle, you will want to reset your printer.

• This can be done by turning off your computer and your printer with the cartridges installed. 
• Unplug your printer and leave your machines off for 2 minutes. 
• Restart the printer and your computer, and attempt your print again. 

If you have attempted both of these procedures and encounter the same error, there is most likely an electrical problem with the cartridge; and you should return the cartridge to the place of purchase.

Confirm that the cartridge pictured matches the cartridge you have in your hand or installed in your machine. (The color of the cartridge may be different, but the shape should be the same.)



Confirm that the printer you are using is listed in the printer compatibility table as a suitable printer for the cartridge you are trying to install.

If ONE of these TWO criteria do NOT match, you have most likely received the incorrect cartridge for your printer. Please visit our PRINTER COMPATIBILITY page in order to determine what cartridge you need for your machine.

Once you have confirmed you have the correct cartridge for your printer, the first step is to remove the pull tab from the top of the cartridge.

Next make sure you have properly removed the plastic band and clip from the cartridge. The clip protects the nozzle on the cartridge and also keeps the cartridge from leaking.

Once the clip has been removed, confirm that the chip is in place on the cartridge. Now your cartridge is ready to be installed into your printer. 

If the cartridge still does not fit into your printer, please make sure that you are installing your cartridge into the correct location in the printer. Please consult your printer’s user manual to learn how to correctly install your remanufactured inkjet cartridge.

If you notice that the ink gauge displays low or no ink level, do not be alarmed - this is very common for a remanufactured inkjet.

Remove the cartridge or cartridges displaying a low ink level from your printer. Locate the chip on the bottom of the cartridge.

If the chip is gold, it is likely the original chip and will not display a correct ink level.

If the chip is a different color (such as green), the ink level should register correctly; but you may need to clean the chip from any obstruction or debris.

To do so, you may use a pencil eraser. Gently brush the chip with the eraser to remove any potential obstruction or debris.

Or you may use any type of lint free cloth such as a coffee filter. Gently wipe the chip with the cloth, again removing any type of obstruction or debris.

Once this is complete, replace the cartridge in the cradle. You should now see an ink level.

If the chip is gold (or a different color other than green), the ink gauge on your printer will no longer read the ink levels correctly because it does not recognize your cartridge as “new”. There is no way to reset this gauge; but this message can be bypassed easily, when necessary, and will not affect your printing performance.

Keep in mind that the ink gauges on printers only serve as an estimate of how much ink may be remaining in the cartridge.

To continue printing, click ok or continue through any printer prompts, if applicable, to allow the printer to finish printing.

Or you may press ok on your printer’s LCD screen, if it has one.

If you do not see an option to bypass the low ink message, please click here for an example of what to look for on your printer.

If you have attempted this troubleshooting and are still not able to print, there may be a problem with the cartridge and you should contact the place of purchase.

Ink System Failure

The error shown below most often indicates that a printhead or printheads in your machine need to be replaced. If powering the printer off and then on again did not eliminate the error, removing all of the cartridges and reinstalling them may resolve the issue.

If you still receive the error message after completing these steps, you should replace the printhead(s). Please consult your printer's user manual (or the OEM website) for instructions on how to change the printhead in your machine and the suggested maintenance for your printer.

Please note that printheads are a consumable item. They may need to be replaced periodically throughout the life of your printer to ensure the best printing quality.



The error pictured above may not look identical to yours, but the same information applies to the cartridge you have chosen to troubleshoot.

If you encounter a pop-up screen containing information about HP's Cartridge Protection Feature asking you if you would like to discourage theft and counterfeiting by protecting your HP cartridge, select "No".



If you selected “Yes” in error, you may see a second screen asking you to enable or disable HP Cartridge Protection.

Select “Disable HP Cartridge Protection” then “Save Setting” and close.

  



You may encounter an error stating that "HP's ink cartridge and printer warranties do not cover repairs or service due to the use of non-HP cartridges or non-HP ink" or an error stating "Counterfeit Cartridge Advisory".

It is important to note that most remanufactured inkjet cartridges are 100% guaranteed. Most manufacturers warrant against any damage to your printer.

In order to continue or begin using your printer, click OK or Continue to dismiss the printer prompts that appear on your screen after installing the remanufactured cartridges. Do not click "Cancel".

This message may reappear prior to the depletion of your cartridge. Please follow the same procedure to dismiss the message if this does occur.

If you did click "Cancel", click here for more information.

Your rights as a consumer are protected under the Magnuson-Moss Warranty Federal Trade Commission Improvement Act, Subparagraph C, Section 101.

"The use of a non-HP ink cartridge or a refilled ink cartridge does not affect either the warranty to the customer or any HP support contract with the customer."

Please click here for more information

You may encounter an error stating that "HP's ink cartridge and printer warranties do not cover repairs or service due to the use of non-HP cartridges or non-HP ink" or an error stating "Counterfeit Cartridge Advisory".

It is important to note that most remanufactured inkjet cartridges are 100% guaranteed. Most manufacturers warrant against any damage to your printer.

In order to continue or begin using your printer, click OK or Continue to dismiss the printer prompts that appear on your screen after installing the remanufactured cartridges. Do not click "Cancel".

This message may reappear prior to the depletion of your cartridge. Please follow the same procedure to dismiss the message if this does occur.

If you did click "Cancel", click here for more information.

Your rights as a consumer are protected under the Magnuson-Moss Warranty Federal Trade Commission Improvement Act, Subparagraph C, Section 101.

"The use of a non-HP ink cartridge or a refilled ink cartridge does not affect either the warranty to the customer or any HP support contract with the customer."

Please click here for more information How to respond to Warranty messages 

Missing or Failed Printhead

If you experience the error shown below, please turn your printer off and then back on again. This should clear the error.

If the error persists, please consult your printer's user manual regarding printhead maintenance. Please note that printheads are a consumable item. They may need to be replaced periodically throughout the life of your printer to ensure the best printing quality.



The error pictured above may not look identical to yours, but the same information applies to the cartridge you have chosen to troubleshoot.

If you have removed the pull tab, plastic band and clip from the cartridge but it does not "snap" into place, there is a simple solution to fix this.

• Gently pull the colored tab on the front of the cartridge. 
• Reinstall the cartridge, and you should hear it "click" into place. 
• Follow any on-screen prompts that may appear. 

If your cartridge is still not fitting into the machine, you will need to confirm that you have been given the correct cartridge for your printer.

Please visit our Printer Compatibility page to determine which cartridge you need for your machine. 

If you encounter an error stating that a cartridge is missing or damaged, please attempt the following procedures as possible solutions to correct the problem.

• Begin by removing the cartridge that is causing the error from its cradle. 
• Gently pull the colored tab on the front of the cartridge.
• Reinstall the cartridge, and you should hear it "click" into place. Follow any on-screen prompts that may appear. 

If you still receive a recognition error after installation, please remove the problem cartridge and confirm that there is a chip intact.

To locate the chip, look at the bottom of the cartridge.

If the chip is missing or not in the proper location, you will need to return the cartridge to the place of purchase.

Once you have confirmed that the chip is in the proper location, you may need to clean it from any type of obstruction or debris as this may be the cause of the error.

• To clean the chip, you may use a pencil eraser. Gently brush the chip with the eraser to remove any potential obstruction or debris. 
• Or you may use any type of lint free cloth such as a coffee filter. 
• Gently wipe the chip with the cloth, again removing any type of obstruction or debris.
• Replace the cartridge in the cradle, close the lid and again follow any on-screen prompts that may appear. 

If the problem persists after returning the cartridge to its cradle, you will want to reset your printer.

• This can be done by turning off your computer and your printer with the cartridges installed. 
• Unplug your printer and leave your machines off for 2 minutes. 
• Restart the printer and your computer, and attempt your print again. 

If you have attempted both of these procedures and encounter the same error, there is most likely an electrical problem with the cartridge; and you should return the cartridge to the place of purchase.

If you have attempted to print a document but nothing prints on the page, first ensure that you have removed the pull tab from the top of the cartridge.

If you have already removed the pull tab and the cartridge is still not printing, you may need to clean any excess adhesive from the top of the cartridge.

• Look at the top of the cartridge. Just above the cartridge label, you should see a “T”. 
• Using a pen or a pencil, remove any obstruction or debris from the “T”. This will allow ink to flow freely from the cartridge once installed into the printer. 
• Once this has been done and the cartridge has been reinstalled into your printer, please attempt your print again. 

If the cartridge still does not print after cleaning the "T", please remove the product label. Once the product label is removed, you should be able to view the entire air vent (it looks like a channel of curvy lines). This should give the cartridge the proper air flow that it needs in order to continue printing.

If the cartridge still does not print or prints poorly after completing these steps, you may need to perform a cleaning cycle in order to improve the quality of your print.

This video will show you an example of how to perform a cleaning cycle through your printer’s LCD or touch screen. If your printer does not have an LCD screen, please select the troubleshooting for "Performing a Cleaning Cycle from your Computer" for further assistance.

• Using the arrow keys, scroll to and select Setup 
• Select Tools 
• Scroll down, if necessary, and select Clean Printhead 
• Your printer will now perform a cleaning cycle 
• When the cleaning cycle is complete a test page will print. 
• If the quality on the test page is satisfactory, you may return to the document you wish to print and resume printing. 
• If the print quality is still unsatisfactory, you may perform another cleaning cycle. 

Please be aware that cleaning cycles consume a fair amount of ink and should only be performed when necessary.

If you are not satisfied with the print quality after two or three consecutive cleaning cycles, the cartridge may be defective and need to be returned to the place of purchase.

If you have attempted to print a document but nothing prints on the page, first ensure that you have removed the pull tab from the top of the cartridge.

If you have already removed the pull tab and the cartridge is still not printing, you may need to clean any excess adhesive from the top of the cartridge.

• Look at the top of the cartridge. Just above the cartridge label, you should see a “T”. 
• Using a pen or a pencil, remove any obstruction or debris from the “T”. This will allow ink to flow freely from the cartridge once installed into the printer. 
• Once this has been done and the cartridge has been reinstalled into your printer, please attempt your print again. 

If the cartridge still does not print after cleaning the "T", please remove the product label. Once the product label is removed, you should be able to view the entire air vent (it looks like a channel of curvy lines). This should give the cartridge the proper air flow that it needs in order to continue printing.

If the cartridge still does not print or prints poorly after completing these steps, you may need to perform a cleaning cycle in order to improve the quality of your print.

This video will show you an example of how to perform a cleaning cycle through your printer’s LCD or touch screen. If your printer does not have an LCD screen, please select the troubleshooting for "Performing a Cleaning Cycle from your Computer" for further assistance.

• Using the arrow keys, scroll to and select Setup 
• Select Tools 
• Scroll down, if necessary, and select Clean Printhead 
• Your printer will now perform a cleaning cycle 
• When the cleaning cycle is complete a test page will print. 
• If the quality on the test page is satisfactory, you may return to the document you wish to print and resume printing. 
• If the print quality is still unsatisfactory, you may perform another cleaning cycle. 

Please be aware that cleaning cycles consume a fair amount of ink and should only be performed when necessary.

If you are not satisfied with the print quality after two or three consecutive cleaning cycles, the cartridge may be defective and need to be returned to the place of purchase.

To determine whether the chip on your cartridge has been replaced, locate the chip on the bottom of the cartridge.

If the chip is gold and has notches at one end, it is likely the original chip (which means that it may not display a correct ink level).

If the chip is a different color (such as green) or is gold with no notches, the chip has been replaced (which means that the ink level should register correctly).



The cartridges pictured above may not look identical to yours, but the same information applies to the cartridge you have chosen to troubleshoot.