My printer doesn't recognise the cartridge: 9 solutions (HP, Epson, Canon, Brother)
UpdatedQuick response: when the printer doesn't recognise an ink cartridge, the most common cause is physical: protective tape that is still on, a poorly fitted cartridge or dirty contacts. Follow the steps in order. The first five cost nothing and can be done in ten minutes. If the alert appeared right after an update on an HP printer, go straight to step 7.
Before starting: take a photo of the message
The exact text tells you where to look. 'Cartridge not recognised' (the printer cannot read the chip) is not the same as 'Incompatible cartridge' or 'Not intended for this printer' (it reads it and rejects it), nor is it an 'Out of ink' alert with a new cartridge (it reads it, but thinks it is empty). The table at the end links each alert to the correct step. The text varies by model and screen language, so look for the meaning rather than the exact words.
1. Check the exact reference
Compare the cartridge number with the one in the manual or the printer's inner lid. There are very similar references that are not interchangeable: an HP 950XL will not work in a printer that uses the 953XL, and an Epson 603XL will not work where the 604XL goes. If you are not sure, search for your model in our 'which ink it needs' guides or check the compatible printer list in the cartridge product sheet.
2. Remove all tapes and caps
New cartridges have a tape or a plastic tab over the contacts or the ink outlet: yellow on Epson, orange or transparent on HP. If a piece remains on the chip, the printer won't read it. Epson puts this check first in its official guide for the cartridge not recognised alert.
3. Remove the cartridge and reinsert it until you hear the click
Remove it and insert it again into the slot of its colour, pushing until it clicks into place and is at the same height as the others. Brother recommends inserting it slowly until it locks: a cartridge inserted in a hurry is a frequent cause of the 'Cannot detect' alert.
4. Clean the chip and the carriage contacts
- Turn off the printer.
- Clean the chip or the cartridge contacts with a dry, lint-free cloth. Do not touch them with your fingers: skin oils also break the contact.
- Look at the gold contacts inside the carriage, where the cartridge sits. If you see dried ink or dust, clean them with the same cloth. HP indicates it can be lightly dampened with distilled water; in that case, let it dry for about 10 minutes before reinserting the cartridge.
If the cartridge has been stored for a long time or in a damp place, this is the step that most often solves it.
5. Reset the printer by disconnecting it from the power
With the printer on, unplug the cable, wait 60 seconds and plug it back directly into the wall, without an extension lead. Upon starting, the printer reads all consumables again. This is the sequence recommended by HP technicians in their support community, and it works just as well for other brands.
6. Change cartridges one by one
If you have changed several at once and the printer only says 'cartridge problem', put the old ones back and replace one at a time. This way you know which one is failing, instead of assuming the whole set is bad.
7. HP: firmware updates and dynamic security
On some HP printers, the firmware checks the chip of each cartridge. HP calls it dynamic security. Its official document explains that cartridges with a non-HP chip may work for a time and then stop working, and that these changes can arrive with firmware updates via the internet. If the rejection started after an update:
- Disable automatic updates from the printer's embedded web server or the HP Smart app, so another one doesn't arrive while you resolve it.
- Do not install old firmware downloaded from non-HP websites.
- Read our detailed guide: HP firmware blocks cartridges: the truth and how to avoid it.
Disabling updates avoids future changes, but it doesn't undo an update that is already installed. For other brands we have our own guides: Epson firmware and Brother and Canon.
HP document on dynamic security (PDF, in English)
8. HP: Instant Ink cartridges and cartridges from another region
There are two cases that look like a defective cartridge and are not:
- Instant Ink: if you cancelled the subscription, Instant Ink cartridges stop working even if they have ink left. They must be replaced with normal cartridges. We explain it step by step in You have cancelled Instant Ink and the printer stopped.
- Region: some original HP cartridges are sold by region, and the printer remains associated with the region of the first cartridge installed. An original bought in another country may give the alert 'the indicated cartridges are not intended for this printer'. In that case, you must request a region reset from HP.
9. Canon and Epson: ink level alerts
In many Canon PIXMA models, support codes 1686 and 1688 indicate that the printer cannot calculate the remaining ink or considers it empty. Canon documents that you can continue printing if you hold down the Stop button for at least 5 seconds with the cartridge installed: this disables ink level detection. Canon warns that printing without real ink can damage the printer, so keep an eye on print quality and change the cartridge when they start to come out faint.
In Epson, if the alert continues after steps 2 to 5, check that all cartridges are level and that the film on the bottom of the cartridge is punctured; if it isn't, reinstall it.
What each alert means
| Alert on screen | What it usually indicates | Steps |
|---|---|---|
| 'Cartridge not recognised' or 'Cannot detect' | The printer isn't reading the chip | 2, 3, 4 and 5 |
| 'Incompatible cartridge' or 'Non-HP cartridge' right after an update | The firmware rejects the chip | 1 and 7 |
| 'The indicated cartridges are not intended for this printer' | Different reference or region | 1 and 8 |
| 'Cartridge problem' after changing several | One of them is failing | 6 and 4 |
| Out of ink with a new cartridge, or Canon codes 1686 and 1688 | Doesn't read ink level | 4, 5 and 9 |
| Cartridges stopped working when cancelling Instant Ink | End of subscription | 8 |
If nothing works
If the cartridge is from Startoner, write to us via WhatsApp or at info@star-toner.com with the printer model, the cartridge reference and a photo of the message. Our consumables have a 3-year Startoner warranty, in addition to your statutory rights: if one fails, we'll replace it. If the cartridge is from another shop, give the same information to their seller before buying another.
Is the problem with a laser toner? It has its own guide: My printer doesn't recognise the compatible toner. And if the printer recognises the cartridge but the page comes out blank, continue with The printer won't print even though it has ink.
Frequently asked questions
Why doesn't the printer recognise a new cartridge?
Almost always due to protective tape that is still on, a cartridge that hasn't fully clicked into place or dirty contacts. Remove all tapes, reinsert the cartridge until you hear the click, clean the chip with a dry cloth and unplug the printer for 60 seconds.
Can I use compatible cartridges on an HP with dynamic security?
It depends on the model and the installed firmware. HP indicates that cartridges with a non-HP chip may stop working after an update. Disabling automatic updates avoids future changes, but doesn't undo an update already installed.
Does using compatible cartridges void the printer's warranty?
HP indicates that using a non-HP cartridge does not by itself void its limited warranty, although it does not cover damage caused by that cartridge. Keep the cartridge invoice and note the error message if you need to claim.
How do I clean the cartridge contacts without damaging them?
Turn off the printer and wipe the chip with a dry, lint-free cloth, without touching it with your fingers. Also clean the gold contacts on the carriage. If you dampen the cloth with a little distilled water, let it dry for about 10 minutes before reinserting the cartridge.
I've installed a new cartridge and it still says there's no ink, what do I do?
Reinsert it, clean the contacts and unplug the printer for 60 seconds. In many Canon PIXMA models, you can continue printing if you hold down the Stop button for at least 5 seconds. If the alert continues, the chip may be faulty: ask the seller for a replacement.
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