Troubleshooting Support

What type of cartridge do you need help with? There are basically three general types of printer cartridges. Some manufacturers make all three types and some don’t. Please compare your cartridge to the ones shown below, then click on the correct picture or link for more information.

Print Head

Typical brands of this type:

  • HP (most)
  • Lexmark (most)
  • Dell (most)
  • Canon (some)


Ink Tank

Typical brands of this type:

  • HP (some)
  • Lexmark (few)
  • Dell (few)
  • Canon (most)
  • Epson (all)
  • Brother (all)


Laser/Toner

Typical brands of this type:

  • HP
  • Lexmark
  • Dell
  • Canon
  • Brother
  • Samsung
 

General troubleshooting tips for all Print Head style cartridges:

  1. Turn off auto updates - If you have your printer set up to do automatic updates from the printer manufacturer, you need to turn that function "off" or to "manual" instead of automatic.
    1. The reason this is important is because some manufacturers have been known to use this software upgrade as a tool to identify refilled cartridges in your printer and "kill" the cartridge(s).
  2. Streaky printing - Some times cartridges may need priming if the cartridge prints "streaky". Fold a paper towel up into a square approximately 2" X 2." Take the cartridge and firmly press the cartridge printhead (silver rectangular area at the bottom of the cartridge) into the paper towel. Do not wipe just dab until you see all of the required colors.
  3. Out of ink message - My printer says that my newly purchased refilled cartridge is out of ink!
    1. Some newer printers are able to detect refilled cartridges but have no way of knowing if they have ink in the cartridge, so the default is to warn you that the cartridge is empty. The same thing could happen if you pulled a new, full, brand-name original cartridge out of one printer and installed it in another printer even if you only printed one page.
    2. Please ignore "out of ink" messages and continue printing until you are truly out of ink.
  4. Cartridge error - My printer reports an error such as - flashing LEDs or gives me a message such as "incorrect cartridge" or "cartridge error" or "replace cartridge" - and will not allow me to print!
    1. Any error message that prevents your printer from printing is typically caused by one of four things:
      1. Make sure that any blue covered tape covering the copper part of the cartridge has been removed!
      2. (Most likely) - the electronics on a cartridge has failed and the cartridge needs to be replaced as part of our warranty. (First, see solution below).
      3. The printer is locked up and needs to be rebooted (similar to computers when they lock up). (See solution below).
      4. Your printer’s electrical contacts that communicate with your cartridges may be dirty. Inspect and if dirty clean them with a Q-tip and some rubbing alcohol. Also clean the contacts on the cartridge but do not touch either with you bare fingers.   
      5. Solution - With the power on, remove the cartridges from your printer, close the cover, turn the power off using the power button, and then unplug the printer from the power source.  Let the printer set for approximately five minutes and then follow the above steps in reverse order.
        If this does not solve the problem, see if your printer is indicating which cartridge is faulty and return that cartridge to your Cartridge World store.
  5. Black cartridge appears not to be printing - I just purchased a new black cartridge (or refilled) and when I am printing certain documents the print quality looks terrible.
    1. On most printers, your printer uses the color cartridge in addition to your black cartridge when printing. In most cases, your printer will primarily use the color cartridge to print documents that are images of a document, such as printing from the internet, printing .pdf (Adobe) files or printing scanned documents. Even when the file contains all black text, it will use the colors in your color cartridge to make black.
      Solution - Print a text document that you created with a word processor and if it prints correctly, then make sure your color cartridge has ink and all colors are printing correctly.
  6. Need more help - If you did not find an answer to your question or a solution to your problem then please click on the brand name of cartridge below to see more detailed (brand specific) known issues or Contact Us.
    1. HP
    2. Lexmark
    3. Dell
    4. Canon

If you have read the general information about troubleshooting print head style cartridges, then please continue to see more known issues specific to a manufacturer. If you have not read the general information, please click here.

HP known issues

  • HP 21/22, HP 27/28, and HP 56/57 Cartridges - Several printer models using the listed cartridges may inte rmittently display this error "circuit error" when the color cartridge is replaced. Simply remove the black cartridge, then the color cartridge. Reinstall the black cartridge first, then reinstall the color cartridge. The error message should go away.

Lexmark known issues

  • Lexmark uses an ink formula that is bad about "drying up" and clogging the print head if not used regularly. Remember to print both black and color occasionally to keep the ink fresh and flowing.

Dell known issues

  • Dell uses Lexmark’s ink formula and it is bad about "drying up" and clogging the print head if not used regularly. Remember to print both black and color occasionally to keep the ink fresh and flowing.
  • Low ink issues with the AIO 922, 924, and 926 printers. Click here to view steps to correct problems with the low ink message on these models.
  • Dell "All In Ones" using the Series 6 (JF333) and Series 11 (KX701 and KX703) cartridges. Click here to see how to resolve low ink message issues.

Canon known issues

  • Canon IP series printers (using the 30, 40, and 50 series cartridges)
    • After installing cartridge you may see this message:
      "The ink cartridge has been installed or replaced. If the print out contains misaligned lines or is not satisfactory after the installation or replacement, refer to the user’s guide and carry out the print head alignment."
    • Click OK to continue. Printer will start printing.
      If second message appears and yellow light flashes:
      "The following may have run out of color. The function for detecting the remaining ink level will be disabled since the ink level cannot be correctly detected. If you want to continue printing with out this function, press the printer’s resume button for at least 5 seconds. Canon recommends using new genuine Canon cartridges in order to obtain optimum quality. Please be advised that Canon shall not be liable for any malfunction or trouble caused by continuation of printing under the ink out condition."
    • Do not click "cancel printing." Press and hold down printer resume button until the yellow light disappears and the green light stays on. Printer will start printing. This action will bypass the ink level detection from the recycled cartridge. It will not damage the printer! With a recycled cartridge this action needs to be done one time. A full recycled cartridge ink level may not display correctly.
  • Canon MP series printers (using the 30, 40, and 50 series cartridges) 
    • After installing cartridge you may see this message:
      "The ink cartridge has been installed or replaced. If the print out contains misaligned lines or is not satisfactory after the installation or replacement, refer to the user’s guide and carry out the print head alignment."
    • Click OK to continue. Printer will start printing.
      If second message appears and yellow light flashes:
      "The following may have run out of color. The function for detecting the remaining ink level will be disabled since the ink level cannot be correctly detected. If you want to continue printing with out this function, press the printer’s start button. Canon recommends using new genuine Canon cartridges in order to obtain optimum quality."
    • Do not click "cancel printing". Press printer start button to start printing. This action will bypass the ink level detection from the recycled cartridge. It will not damage the printer! With a recycled cartridge this action needs to be done one time.
  • Canon series printers using the 210 and 211 series cartridges - Install cartridge and start printing. After first message appears, click OK to continue. Printer will start printing. If second message appears and LCD shows error code "E" do not click cancel. Press and hold down printer "Stop/Reset" button for at least 5 seconds or more. Printer should start printing.

General troubleshooting tips for all Ink Tank style cartridges:

All ink tank style cartridges have the print head separate from the cartridge. It is always important to remember the following with these type cartridges:

  • Never let the printer sit without all the cartridges in the printer for more than a few hours. Air will cause the ink to dry in the print head and cause poor print quality.
  • Do not allow the printer to sit for extended periods of time without printing. To keep your printer ink fresh, you should print at least once every week or two.
  • Some printers will not allow you to print when you run out of any one of the colors

If you suspect that the ink has dried in the print head do the following:

  • Run a "print head cleaning" cycle from the printer properties dialog box. If that corrects the problem then continue with printing.
  • If it is close to being correct but not quite printing correctly - try running the cleaning cycle one more time or allow the printer to sit overnight and try again the next day.

Need more help - If you did not find an answer to your question or a solution to your problem then please click on the brand name of cartridge below to see more detailed (brand specific) known issues for this type cartridge or Contact Us.

Epson known issues

  • Newly refilled cartridge was just installed and still reads empty - In most cases this problem is due to our mistake. The cartridge has a chip on it that must be reset. Please bring it by the store and we will reset or replace the cartridge.
  • My newly refilled cartridge prints "streaky" - See the general information above about the problem with dried print heads. amp;nbsp; Dried print heads are more common and more severe in the Epson printers due to their ink formu las.

Canon known issues

  • Newly refilled cartridge was just installed and still reads empty - In most cases this problem is due to our mistake. The cartridge has a chip on it that must be reset. Please bring it by the store and we will reset or replace the cartridge.

HP known issues

  • Newly refilled cartridge was just installed and still reads empty - In most cases this problem is due to our mistake. The cartridge has a chip on it that must be reset. Please bring it by the store and we will reset or replace the cartridge unless it is one of the following cartridges that are currently not resettable:
    • HP 564 series
    • HP 920 series
    • HP 940 series
  • Click here for instructions how to use these cartridges and how to override the low ink messages. 

Brother known issues

  • There are no known issues with these printers!

General troubleshooting tips for all Laser/Toner style cartridges:

  1. After installing the cartridge, the printer reads "low" or "out of toner" - In most cases, this message indicates that the cartridge did not get reset when it was rebuilt. Please make sure that you did not accidently put a used cartridge in the printer. If you are certain it was not a used cartridge then please contact the store and we will get you a replacement cartridge.
  2. On my multifunction machine I get a line on my documents when I am copying. Check to see if you are also getting a line when you print from the computer or run a report from the machines menu. If not, you have a dirty or damaged scanner on the copier part of the machine.

Please click on the brand name of cartridge below to see more detailed (brand specific) known issues or Contact Us.

HP known issues

  • HP Color LaserJet 1600, 2600, 2605 printers leave toner in the printer near the end of the cartridge life - These printers have a history of allowing toner to leak into the printer because the waste hopper on the toner will get too full. It is most common with the Magenta cartridge. This problem only occurs under certain printing conditions.
  • HP Color LaserJet will not stop calibrating after I replaced a cartridge - th is is most likely caused by one of two issues. First make sure that you did not need to replace another color also. If that is not the case, then the printer may need a new firmware upgrade (available at HP.com).
  • Cartridge prints a blank page  - Check to make sure the seal strip was pulled from the cartridge.

Brother known issues

  • On all Brother brand printers, special instructions are required when you replace the drum unit. Please click here for instructions on how to replace the drum unit and reset your printer or fax machines.
  • Poor print quality - Occasionally the corona wire on the drum needs to be cleaned if you notice poor print quality. This can be done by removing the drum unit from the machine and sliding the small blue or green knob on the top of the drum unit back and forth several times and then reinstalling the unit into the machine.

Canon known issues

  • "Toner not set" error message on printers/copiers using the 104 cartridges - This is not a cartridge issue. It is a glitch in the printer! All paper must be removed from tray, remove cartridge, and unplug power for 10 seconds. Add power, paper, and cartridge and it should solve the problem.
  • "Toner not set" error message on printers/copiers using the 106 cartridges - This is sometimes caused by the contacts on the cartridge or because the machine is getting dirty. Simply remove the cartridge and wipe the silver contacts on each end of the cartridge. Also, wipe the mating contacts in the printer and reinstall the cartridge. You may need to turn the printer off and then back on to clear the message.

Lexmark known issues

  • Some Lexmark printers utilize a separate drum cartridge and require special instructions when replacing the drum unit. After replacing the new drum unit, keep the printer cover open and press and hold the "Cancel" button until all LED lights light-up in sequence. The printer is reset.

Dell known issues

  • On all Dell Series 1700 printers, special instructions are required when you replace the drum unit. After replacing the new drum unit, keep the printer cover open and press and hold the "Cancel" button until all LED lights will light up in sequence. The printer is reset.

Samsung known issues

  • There are currently no known issues.

HP® is a registered trademark of Hewlett-Packard Company. IBM® is a registered trademark of International Business Machines Corporation. Lexmark® is a registered trademark of Lexmark International, Inc. Brother® is a registered trademark of the Brother International Corporation. Dell® is a registered trademark of Dell Inc. Samsung® is a registered trademark of Samsung Electronics. Canon® is a registered trademark of Canon Inc. Epson® is a registered trademark of the Seiko Epson Corporation.

The trademarks and product numbers used in this document are for compatibility purposes only.

Trademarks referenced are property of their respective holders and are used for identification purposes only. No company distributing this material shall be liable for errors contained in this document or for incidental or consequential damages connected with the use of this material.