This could be one of two things...
Firstly, it could be a problem with communication between the chip on the cartridge and the printer.
Please follow these instructions to resolve the problem:
- Place some old newspaper down to capture any spillage of ink.
- Remove the cartridge{s} from your printer – switch your printer off.
- Using a piece of damp kitchen roll, gently wipe the copper plate{s} on the cartridge{s}. Allow the chip{s} to air dry.
- Once the chip{s} is/are completely dry, re-install the cartridge{s} into your printer and switch the printer back on. I would recommend that you run the print head cleaning program on your printer to clean the heads and push the ink through. For best results you should run the program one or two times.
If this is not successful it is always worth trying a replacement as the chip may be damaged.
Alternatively, it could be a firmware issue.
The software that runs and controls the printer is called 'firmware'. Almost all modern printers now update their own firmware automatically via your computer's internet connection.
Firmware/software updates can tell the printer how to communicate, how to move motors, fire nozzles and most important of all, how to recognise original versus compatible (non-original) cartridge chips. Unfortunately, some manufacturers are now are updating printers automatically, so unless you turn the auto-updates off on the printer, these will take place without you having to do anything. Firmware updates are being released frequently and messages such as 'Cannot Detect Ink' or 'Ink Cartridge Cannot Be Recognised', are tell-tale signs that your printer has updated its firmware/driver.
It is worth knowing that compatible cartridges are sold for current machine software/firmware/drivers at the time of purchase. If you have updated firmware/drivers etc. it makes the compatible cartridge 'incompatible' with your printer and is obviously beyond our control.
By using compatible or remanufactured cartridges you are cutting into the manufacturer’s primary source of profit. Because of this, they update the firmware and this may interfere with the printer operations if using compatible or remanufactured cartridges. Firmware on the printer can then produce the message regarding low or zero ink levels if the machine detects a cartridge that is not a manufacturer's original cartridge. It can on occasion prevent the printer from accepting the cartridges completely.
It is a good idea to block the automatic installation of new printer firmware versions to avoid these issues. This can be done by following the procedure in your printer manual.
If you find that after following this procedure you are still having a problem please contact us, include your order number, the model of printer and provide us with the exact error message shown on the printer.