FixPrinters and Scanners

Printer says ink or toner is not recognized

Your printer reports a missing, incompatible or unrecognized cartridge. Check the model, reseat the cartridge, clean the contacts and learn when to replace it.

  • Updated
  • 10 min
  • Beginner
Applies to
  • Any device

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The printer says the cartridge is missing, damaged, incompatible or not recognized, and it will not print, whether the cartridge is new or existing. Check the common causes in order, from the right model number to dirty contacts.

Before you start

The wording differs by maker and model. Write down the message on the printer's screen or the pattern of its lights, and the name of the color that is flagged. Many printers name the cartridge position in the message. This guide takes about 10 minutes.

A low ink or low toner warning is not the same as not recognized. The first is a level estimate and the printer often still prints. The second means the printer cannot read the cartridge at all.

Fixes to try, in orderA top-to-bottom flow chart with 8 boxes. Work through them in order and stop when the problem is fixed. The full text follows the picture.Fixes to try, in orderNoNo1Match the cartridge toyour printer model2Remove tape and caps,reseat until it clicks3Message gone?Yes: You are done4Gently clean the chip andholder contacts5Turn the printer off andon again6Message gone?Yes: You are done7Try a new genuinecartridgeStill flagged? Use themaker's support page foryour model.
Stop as soon as the message clears.
Text version of this diagram
  1. Step 1: Match the cartridge to your printer model
  2. Step 2: Remove tape and caps, reseat until it clicks
  3. Question 3: Message gone? If yes: You are done. If no, go on to the next item.
  4. Step 4: Gently clean the chip and holder contacts
  5. Step 5: Turn the printer off and on again
  6. Question 6: Message gone? If yes: You are done. If no, go on to the next item.
  7. Step 7: Try a new genuine cartridge
  8. If nothing worked: Still flagged? Use the maker's support page for your model.

Try these fixes in order

Fix 1: Check the cartridge matches your printer

  1. Find your printer's exact model name on its front or in its manual.
  2. Look at the number printed on the cartridge or its box. Compare it with the cartridge numbers listed in the manual or on the maker's support page for your model.
  3. Check the maker's branding. Epson, for example, says to confirm the cartridge is its own product with a product code that suits your printer. Check your own maker's guidance for its cartridges.

Refilled and third-party cartridges

Printers may refuse cartridges that the maker did not make, or accept them with a warning. Some makers warn that other brands may not work properly. If a non-original cartridge is flagged, trying a genuine one is the surest test.

Fix 2: Reseat the cartridge

This takes about 3 minutes. Use the steps in the printer's manual for opening the cartridge door, because the way the carriage moves varies.

  1. Switch the printer on. Open the cartridge door or the scanner lid, as the manual describes. Many inkjets move the carriage to a loading position by themselves.
  2. Do not push the print head by hand. On some printers this can damage it.
  3. Take out the flagged cartridge. Check for protective tape, a plastic cap or film on a new cartridge, and remove it as the packaging says.
  4. On laser printers, check the manual for any packing tape or seal that must be pulled off the cartridge.
  5. Put the cartridge back in the slot that matches its color. Press until it clicks. Epson also advises that it should sit level with the others.
  6. Close the door and wait. The printer may take a moment to check the cartridge.
Reseating a cartridge5 numbered steps, one under the other. The full text follows the picture.Reseating a cartridge1OpenOpen the cartridge door orscanner lid2RemoveTake out the flagged cartridge3CheckRemove tape, caps and film;look at the contacts4ReinsertPress until it clicks in thematching slot5CloseClose up and wait for theprinter to check
Exact steps differ by model; follow your manual.
Text version of this diagram
  1. Open: Open the cartridge door or scanner lid
  2. Remove: Take out the flagged cartridge
  3. Check: Remove tape, caps and film; look at the contacts
  4. Reinsert: Press until it clicks in the matching slot
  5. Close: Close up and wait for the printer to check

Fix 3: Clean the contacts

The cartridge has a small chip or metal contacts that the printer reads. Dust or dried ink on them, or on the holder, can stop the printer reading it.

  1. Turn the printer off and unplug it if the manual says to.
  2. Wipe the chip or metal contacts on the cartridge gently with a dry, lint-free cloth. Epson's guidance mentions only a dry, lint-free cloth for the chip.
  3. Look at the matching contacts inside the holder. If you see dust or dried ink, wipe them gently with a lint-free cloth.
  4. Do not use paper towels, which shed fibers, and do not use sharp tools. Do not touch the nozzles on an inkjet cartridge.
  5. Reinsert the cartridge, plug in and switch on.

Be gentle

The contacts and chip are delicate. Wipe once or twice and stop. Scratching or bending them can make the problem worse.

Fix 4: Restart the printer

  1. Turn the printer off with its power button.
  2. Unplug the power cable and wait about a minute.
  3. Plug it in, switch it on, and wait until the lights settle.
  4. Try printing a test page.

Fix 5: Check for a printer update

If the printer is on your network, the maker's app or the printer's own menu may offer a firmware (built-in software) update. Install updates only from the printer's own menu or the maker's official site or app. Do not use driver-updater tools or download sites. See how to install printer drivers safely.

Fix 6: Replace the cartridge

A cartridge may be faulty even when it looks fine, especially if it is new and flagged straight away. Epson says that if a genuine cartridge is still not recognized after cleaning and reinstalling, replace it with a new genuine one. Check your receipt or the retailer's return rules if you bought it recently.

If it still does not work

  • If the new cartridge is flagged too, and an error light stays on, the problem may be the printer. Use the support page on the maker's website, typed in yourself.
  • To learn what a light means, see printer error lights and codes explained.
  • If the printer accepts the cartridge but prints poorly, see faded, streaky or blank prints.
  • Be careful with search ads for printer help. Never call a number you find in a pop-up or an advert.

Frequently asked questions

Why does a brand-new cartridge say it is not recognized?

Common reasons are leftover tape or film, a cartridge that is not made for your model, a cartridge not fully pressed in, or dirty contacts. Check those in order.

Can I clean the contacts with water or alcohol?

Epson's guidance only mentions a dry, lint-free cloth. Liquids can damage the electronics, so a dry cloth is the safer choice unless your manual says otherwise.

Will a refilled or compatible cartridge work?

It may or it may not. Printers differ, and makers may say other brands are not supported. Check your printer's manual.

Does a low ink warning mean I must replace the cartridge now?

Not always. It is an estimate. Many printers keep printing until the cartridge is actually empty, although some stop earlier. Check your manual.

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Official resources used

Pages consulted while preparing this guide. Check them for the latest details.

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