A printer not recognising a new toner cartridge is one of the most common issues that print owners experience when changing or replacing an empty one, irrespective of what brand printer you have, and one that our customers frequently ask us about.  This can mostly affect your printer when you a replacing compatible, remanufactured or refilled toner cartridges and you may be looking for a way to fix this issue. 


There may be occasions when, after installing a new toner cartridge in your printer, you might see a message on your printer like:

  • Your printer says ‘toner is not compatible‘
  • A low or empty level of toner displayed on your computer
  • A message on your printer warning “no cartridge installed” (or words to that effect)
  • Flashing warning lights displayed on your printer


This is one of the main causes for a compatible toner to not work in your printer.  Modern printers automatically connect to the internet but pc software or internal printer software (firmware) will often need to be updated at the request of the printer. These updates can often fix bugs but more recently printer manufacturers have used updates as a way to stop compatible cartridges from working in your printer. Often delivering messages like ‘cartridge not compatible‘ or ‘cartridge not recognised.’


If you do plan to use compatible or remanufactured toners, it may be wise to disable automatic software updates on your printer.  You can do that on your computer via the printer properties (Control panel - printers and devices - right click your printer in the list - properties - software tab - un-tick automatically update your printer).


Ways to remove the error messages


  • Remove your new cartridge and replace it with the old one. Leave your printer and go and do something else for 10 minutes.
  • Replace the old cartridge with the new one again.  These two steps alone often resolve the issue, so see if your printer now recognises your new cartridges.  However, if you’re still having trouble.
  • Remove the new cartridge.  Make sure you place it in a clean and safe place where the cartridge or the surface won’t be damaged.
  • Turn the printer off button using its power button.
  • Unplug your printer at the wall. It’s important to turn off the printer before you unplug it as some printers can remain in sleep mode if you’ve only switched off the power button on the printer control panel.  Leave your printer like this for about 10 minutes or so.
  • Plug your printer back in at the wall (but don’t press the power button just yet).
  • Insert your new toner.
  • Press the power button on your printer.


If that doesn’t work…


Clean the metal contacts (Please note not all toners have these).


The metal contacts can usually be seen on one side, the back of a toner cartridge or back of an ink cartridge and look like a flat piece of copper, metal or even like circuit board.  Here are the steps to follow:


  • Power down and unplug your printer.
  • Carefully remove your toner cartridge and place to one side on a flat surface where it will be safe.
  • Inspect the cartridge for the metal contacts.
  • Inspect the inside of the printer for the connection point.
  • With a lint-free/dry cloth lightly wipe the contacts on both cartridges and printer to remove any dirt, or residue being careful not to cause any damage.
  • Replace the cartridges in the printer.
  • Power the printer back on.
  • Try to print again.


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.