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The following error message appears when printing: "Incorrect Installation; try removing the black (or color) print cartridge and reinstalling it". The HP Deskjet 1220c series printer's Toolbox may
also display the message: "Cartridge seated incorrectly". The HP Deskjet 900c, 1220c, 3820, 6122, and 6127 series printers will print the document successfully and the error message will disappear. This
message may occur even if the driver successfully installs without communication error messages.
This document provides directions for the HP Deskjet 900c, 1220c, 3820, 6122, and 6127 series printers to
resolve "Incorrect Installation (color or black) Cartridge" errors, also known as pen rejection. These messages result when the printer hardware or software has detected a problem with the installation of
a print cartridge. This problem may be the result of an incomplete connection between the copper strip cartridge contacts and the contacts in the carriage assembly (Actual). The errors may be the result of
incomplete communication between the printer and the computer (False). The following troubleshooting steps may resolve the Incorrect Installation error messages.
Instructions
- Turn the HP Deskjet printer on and lift the printer's top cover. The ink cartridge carriage should move to the center position.
- Remove the Inkjet print cartridge(s). Examine the copper flex circuitry on the back of the cartridge that was indicated by the error message. Ensure that the flex circuitry is fully intact and not damaged.
- Locate the Inkjet print cartridge part number on the front of the ink cartridge. Verify that the part numbers of the cartridge(s) are the correct cartridges required in the printer
- Unplug the printer from its power source. This is important to reset the printer.
- From the instructions listed below, follow the steps to clean the print cartridge.
- Get a clean, dry, soft, lint-free cloth.
- Locate the copper-colored circuitry strip on the back of the cartridge.
- Wipe the copper-colored strip with the dry cloth. Use an upward motion, from the nozzle end to the top of the cartridge. Do not wipe the nozzle end of the cartridge or touch the nozzle plate. Wipe the contacts
only once.
- To clean the printer contacts, carefully look for fibers or contamination on the electrical contacts inside the carriage assembly, but do not wipe the printer contacts with any object. The contacts in the
printer can be damaged if too much pressure is applied during a wiping process. Try to remove any visible attached debris within the carriage assembly by gently pulling the debris off with your fingers. If the
carriage contacts show noticeable damage, contact the HP Customer Care Center listed in the printer's User's Guide.
- Plug the printer into a power source and turn on the printer. Place the ink cartridge(s) into the carriage and snap or lock into position. Lower the printer's top cover.
- Try printing again.
- If the error "Incorrect Installation" still appears or the print cartridge carriage does not return to the home position, try a new print cartridge(s). If the error "Incorrect Installation"
appears after a new cartridge(s) has been installed, the printer may require service. Contact the HP Customer Care Center listed in the printer's User's Guide
Alternate solution
An alternative solution is to turn off bidirectional communication with the printer. This does not resolve the issue, but stops the error message from displaying. This option could be used if the hardware is out of
warranty and service is not an option or if the message is being disabled temporarily while a new component is being shipped. Completing the following steps disables Bidirectional Communication:
NOTE: This solution does not apply to the 3820, 6122, or 6127 series printers.
HP Deskjet 900c series printers
- Click Start, Programs, HP Deskjet 990c printer and then HP Deskjet 990c series toolbox.
Click the printer icon, located on the top right title bar.
- Click About.
- When the toolbox screen appears, hold CTRL on the keyboard and double-click the picture of the printer.
- Click Continue on the pop up box.
- Select Ultra Safe Mode for HP IO.
- Reboot the PC.
HP Deskjet 1220c series printers
- Click Start, Programs, HP Deskjet 1220c printer and then Toolbox.
- Select the Printer Status tab and click Preferences.
- Remove the check marks from the following selections:
- Display Error Messages (When An Error Occurs section)
- Ink (Show These Errors section)
- Show myPrintMileage Confirmation Dialog
- Enable Bidirectional Communication
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