SUPPORT - Frequently Asked Questions (FAQ)

Do you encounter any problems during or after installing? Please look in the questions and answers for your printer brand.
 

If the Pixeljet cartridge is still not working after consulting the support, you can request a new cartridge with this form.



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HP Printers

The printer recognizes the cartridge as not original.

The cartridge is not an original product. When installing, the printer can recognize that this cartridge is not original by reading the data stored on the cartridge’s microchip. Don’t worry, this cartridge has gone through a thorough inspection, cleaning and filling process, giving you a high-quality and compatible product.

During the initial installation of the cartridge, press OK to continue.

I get the message "Cartridge not recognized"

If you can’t click away the message "cartridge not recognized", it means the ink channels may be clogged. This blockage can be solved by running the cleaning program on your printer. You can find this under "Printer Maintenance" or "Printer Properties". If you do not get immediate results, the cleaning program should be repeated one or two times.

An "Ink system error" or a "Ox ..." error message appears on the console.

The exact wording of the message may vary, but the word "error" is usually present. The steps for solving such issues depend on the error code, but you can find them on the official HP website on www.hp.nl.

Installation instructions

Before removing the cartridge from its package and installing it, we recommend that you read the short installation instructions on this website or on the back of the packaging.

Installation Instructions

1. Remove the empty cartridge from your printer

2. Remove the new cartridge from its packaging

3. Remove the yellow tape at the top of the cartridge

4. Remove the orange cap

Caution!! This sequence is extremely important. If you remove the orange cap before the yellow tape has been removed, the cartridge will leak and will no longer be usable.

5. Install the cartridge in the printer

I can’t print, but the cartridge contains enough ink.

When the cartridge isn’t used for a long time, the ink can dry out. If this is the case, you will need to install a new cartridge. If not, please follow the following instructions:

When you click on the link, Guide for HP printers, you are redirected to the site with HP printers. Here you can select your printer from the list and then download the manual. The manual describes, among other things, how to clean the printheads, how to align the printheads and how you can check the ink levels.

If you do not get immediate results, the cleaning program should be repeated one or two times. If this doesn’t help, you can do the following:

A. Solution for cartridges without printhead

B. Solution for cartridges with printhead              

 

A. Cartridges without printhead (elongated cartridges)

 

These include: HP 364XL, 921XL HP, HP 931XL, 951XL HP

In case the cleaning program does not provide the desired result, remove the cartridge from the printer and follow these steps:

1. Make sure you use clean water (preferably distilled, tap water is also allowed) and swabs.

2. The cartridge holder shows small strainers

3. Use a wet cotton swab around the filter

4. You will see that the swab absorbs the residual ink content and assumes the colour of the ink

5. Repeat this process several times until the swab stops absorbing ink.

 

B. Cartridges with printhead (block cartridges)

 

These include: HP 20, HP 21, HP 56, HP 57, HP 300, HP 301

In case the cleaning program does not provide the desired result, remove the cartridge from the printer. Clean the copper-coloured area with a damp, lint-free cloth. Wipe the copper-coloured area.

Use your finger to lightly dab the tip of the cloth on the affected area, so the fabric absorbs a small amount of ink from the cartridge. This should unclog and free up the channels. Denatured alcohol is ideally suited, but you can also use water if necessary.

Then dry the contact completely with a lint-free cloth. When dry, insert the cartridge back into the printer.

Printer manual

By clicking on the link, Guide for HP printers, you are redirected to the site with HP printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

My prints are of poor quality: white stripes / inferior colour

If the cartridge is low on ink or empty, you can clean the cartridge a few times by running the cleaning program of the printer.

By clicking on the link, Guide for HP printers, you are redirected to the site with HP printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

If you do not get immediate results, the cleaning program should be repeated one or two times. If this doesn’t help, you can do the following:

A. Solution for cartridges without printhead

B. Solution for cartridges with printhead

 

A. Cartridges without printhead (elongated cartridges)

 

These include: HP 364XL, 921XL HP, HP 931XL, 951XL HP

In case the cleaning program does not provide the desired result, remove the cartridge from the printer and follow these steps:

 

1. Make sure to use clean water (preferably distilled, tap water is also allowed) and swabs.

2. The cartridge holder shows small strainers

3. Use a wet cotton swab around the filter

4. You will see that the swab absorbs the residual ink content and assumes the colour of the ink

5. Repeat this process several times until the swab stops absorbing ink.

 

B. For cartridges with printhead (block cartridges)

 

These include: HP 20, HP 21, HP 56, HP 57, HP 300, HP 301

In case the cleaning program does not provide the desired result, remove the cartridge from the printer. Clean the copper-coloured area with a damp, lint-free cloth. Wipe the copper-coloured area.

 

Use your finger to lightly dab the tip of the cloth on the affected area, so the fabric absorbs a small amount of ink from the cartridge. This should unclog and free up the channels. Denatured alcohol is ideally suited, but you can also use household water if necessary.

Then dry the contact completely with a lint-free cloth. When dry, insert the cartridge back into the printer.

My cartridge looks different than the original cartridge.

Because of patents, the printer cartridge of the manufacturer may be slightly different from the original. However, this has no influence on the print quality.

I get different print results than with an original cartridge.

The black colour can be slightly different (slightly less deep) from the original. This has to do with the ink, but does not harm the printer.

If the black really looks grey,it can also be due to the printer settings:

Check the paper settings. This should be set to "plain paper". If the paper set is to "Glossy" the print turns to grey. To change the setting, click on Control Panel> Devices and Printers> Select the printer and click the right button> Printing Preferences> Tab: Paper / Quality> Media: Plain paper

My cartridge is leaking ink.

A cartridge can leak if the yellow tape and orange cap are removed in the wrong order . If the orange cap is removed before removing the yellow tape, the cartridge will leak. If this is the case, you cannot use the cartridge. The correct order for installation is:

1. Open the package

2. Remove the yellow tape at the top of the cartridge

3. Remove the orange cap

4. Install the cartridge into the printer.

If the leak is generated during installation of the cartridge, you cannot use this cartridge. Clean the casing with a lint-free cloth and install a new cartridge.

Did the leakage occur during printing? Stop printing immediately. Remove the leaking cartridge holder and clean it with a lint-free cloth and print 3 to 4 white paper sheets to absorb as much ink from the print rollers as possible.

My cartridge should be compatible with the HP Deskjet 3520 but does not seem to fit this printer.

There are two different printer models of the HP Deskjet 3520 on the market. There is the older version Deskjet 3520, which is compatible with the cartridges HP27 and HP28. Then there is the new all-in-one model of the Deskjet 3520, which is compatible with HP364XL cartridges.

My cartridge HP364XL black does not fit into the printer.

For the HP364XL, there is a black cartridge and a photo black variant. These two are not to be confused and have a different compatibility. 

When I install a compatible HP 364 cartridge and follow the status monitor on my computer, I can’t complete the installation.

In some cases, it seems that the status monitor doesn’t allow you to complete the cartridge installation. If so, the printer cover needs to be opened and closed to continue. This ensures that the status monitor is reset. After this reset, the installation of the cartridge can be completed.

My printer requires alignment when installing a new cartridge.

Depending on your HP printer type, it may be possible that you need to align the cartridges before they can be used. Follow the instructions on your screen. In some cases, you may need to scan the alignment to continue.

Immediately after installing the cartridge, I get a bad print.

It can occasionally occur that a print with the newly installed cartridge comes out unclear or smudged. A common reason is a blockage of the ink channels. You can fix this issue with the cartridge by running  the cleaning program on your printer one or more times.

By clicking on the link Guide for HP printers, you are redirected to the site with HP printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

If you do not get immediate results, the cleaning program should be repeated one or two times. If this still doesn’t help, you can do the following:

A. Solution for cartridges without printhead

B. Solution for cartridges with printhead

A. Cartridges without printhead (elongated cartridges)

These include: HP 364XL, 921XL HP, HP 931XL, 951XL HP

In case the cleaning program does not provide the desired result, remove the cartridge from the printer and follow these steps:

1. Make sure to use clean water (preferably distilled, tap water is also allowed) and have swabs

2. The cartridge holder shows small strainers

 3. Use a wet cotton swab around the filter

 4. You will see that the swab absorbs the residual ink content and assumes the colour of the ink

5. Repeat this process several times until the swab stops absorbing ink.

 

B. Cartridges with printhead (block cartridges)

These include: HP 20, HP 21, HP 56, HP 57, HP 300, HP 301

In case the cleaning program does not provide the desired result, remove the cartridge from the printer. Clean the copper-coloured area with a damp, lint-free cloth. Wipe the copper-coloured area.

Use your finger to lightly dab the tip of the cloth on the affected area, so the fabric absorbs a small amount of ink from the cartridge. This should unclog and free up the channels. Denatured alcohol is ideally suited, but can also use household water if necessary.

Then make the contact completely dry with a lint-free cloth. Then insert the cartridge back into the printer.

The status monitor of my printer HP 364 cartridges does not work.

After installing the cartridges, start the cleaning program. You can find this program under "Printer content" or "Printer Properties". You can now print without any problems. If you get prints of inferior quality and / or stripes over time, the cartridges need to be replaced.

 

By clicking on the link, Guide for HP printers, you are redirected to the website with HP printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

My photo black cartridge HP364XL does not fit my B210A printer.

There are two types of B210A printers:  the PREMIUM B210A - it accepts the photo black cartridge. Then there is the PLUS B210A printer, will not accepts the photo black cartridge.


Epson Printers

My cartridge is not recognized by the printer.

Remove the cartridge from the printer and gently wipe the chip on the cartridge with a clean, dry paper towel. Then insert the cartridge back into the printer.

This message on the cartridges means that it is (almost) empty and needs to be replaced. If this is a new cartridge, and therefore cannot be empty, remove the cartridge from the printer and clean the chip gently with a damp, lint-free cloth or paper towel.

Message: "Cartridge not Epson”.

This is an informational message. Epson merely indicates that this cartridge is not an original. This does not affect the quality. Confirm the message and you can continue printing as usual.

When I install my cartridge, I get an error message saying this is not an original cartridge.

Press ‘Continue’ and start your print job as you normally would.

When installing my 18XL ink cartridges the chip reader of my printer came loose. What should I do?

It may happen that the chip reader gets loose when you replace the cartridge.

If this is the case, you can easily push back the chip into the printer.

Put the chip back into place and press firmly on. See photo for proper placement.

When the chip reader is placed back correctly, the cartridges can be installed again.

I installed a complete set of replacement cartridges and the status monitor indicates that they are all empty.

It is possible that the chip on one of the cartridges makes little or no contact with the electrical contacts in the printer.

The cartridge holder needs to be placed in the replacement position. To do this, press the Ink / OK button on the printer to print or follow the step-by-step instructions in your printer maintenance menu.

Lift the flap over the cartridges and push the cartridge firmly in place with your hands. If this fails, lift the cartridge gently. Then firmly replace the cartridge back into position to ensure the chip makes proper contact with the connection points inside the printer.

Why doesn’t my compatible cartridge click like an original cartridge at installation?

The clip on the original cartridge is patented. The attachment mechanism on the compatible cartridge is designed to provide the same functionality without infringing on patents.

After some time of use, the printer displays suddenly that the cartridge is not recognized

If the cartridge had been working properly before this Notification appeared, then it means that the cartridge is empty. Replace the cartridge with a new one to solve this issue. (The reason the printer does not indicate that the cartridge is empty is because Epson has a patent.)

My cartridge looks different than the original cartridge.

Because of patents, the printer cartridge of the manufacturer may be slightly different than the original. However, this has no influence on the print quality. In alternative cartridges for Epson printers, a precise positioning of the cartridges is required in the printer. Make sure the Epson cartridge is installed correctly and is able to make contact. Only then will the printer accept the cartridge and allow you to print without any problems.

I get an error message after installing the cartridge.

When this type of cartridge gives an error message, it can often be corrected by moving the cartridge a few millimetres out and pushing it back into place with the logo at the top. If necessary, you can clean the chip of the cartridge with a damp, lint-free cloth or paper towel.

I can’t print, but the cartridge contains enough ink.

If the cartridge hasn’t been used for a long time, it could mean that the ink has dried out, in which case you will need to install a new cartridge. If this is not the case, remove the cartridge from the printer and very carefully wipe around the chip with a clean, lint-free cloth . Reinstall the cartridge and press firmly.

Immediately after installation I get the message: ”Cartridge is empty”.

With Epson cartridges, accurate positioning of the cartridges is required in the printer. The error message could mean that the cartridges are not installed properly. Remove the cartridge from the printer. Clean the chip gently with a damp, lint-free cloth or paper towel. Press OK or reset the printer.

Why don’t I get a warning in the status monitor that the cartridges are almost empty?

The manufacturer has developed the software in your printer in such a way to make using alternative cartridges more difficult. Your status monitor may not show the ink level at all times, but when your cartridge is actually empty, a message will appear.

I cannot print after replacing the cartridge.

First, check to make sure the yellow tape is removed from the cartridge. If the yellow tape has been removed and no error message appears, you can perform a cleaning program. You can find this program under "Printer content" (name may vary by printer).

You can also click on the link, Manual for Epson Stylus printers. You are then redirected to the site with Epson printers. Here you can select your printer from the list and then download the manual. The manual includes information on how to clean the print heads, how to align the print heads and how you can check the ink levels.

I get different print results than with an original cartridge.

The black colour can be slightly different (slightly less deep) from the original. This has to do with the ink, but does not harm the printer.

If the black really looks grey,it can also be due to the printer settings:

  1. Check the paper settings. This should be set to "plain paper". If the paper set is to "Glossy" the print turns to grey. To change the setting, click on Control Panel> Devices and Printers> Select the printer and click the right button> Printing Preferences> Tab: Paper / Quality> Media: Plain paper
  2. If you are using the Epson Status Monitor software, it can also be that the printing settings is set as "draft" copy. You will see the following options in Printer Properties:

Change the "Draft" in "Text" and the printer will print black again.

My cartridge does not fit into the printer.

When installing compatible Epson cartridges,  accurate positioning of the cartridges in the printer is required. Make sure the cartridge is installed correctly. You should be able to read the logo on the top of the cartridge!

Installing a new cartridge uses ink from all the cartridges, which may result in one of the cartridges becoming empty.

After several installations of cartridges, the printer performs an automatic cleaning program, whereby ink is used from each cartridge. This process may cause an installed cartridge to become empty.

There are lines / stripes on the paper after printing.

Perform a cleaning of the print heads. The cleaning can be found in the service menu of your printer.

When you click on the link, Manual for Epson Stylus printers, you are redirected to the site with Epson printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

Print a test page to see if the nozzles are free from blockages. If the lines / stripes still appear on the printed page, repeat the steps. If two black lines appear on the printed test page, enter up to two cleaning cycles. When you see three black lines, enter up to three cleaning cycles: in most cases blocked spray channels are caused by trapped air inside the print head. If after the cleaning cycle the lines / stripes still do not disappear, allow the printer to rest for half an hour and then check the rollers.

Should there still be no improvement, it is a good idea to let the cartridge rest for another two hours. During this rest period, ink will flow through the cartridge and absorb the trapped air and / or by pressing the print head to the outside.

When the cartridges are permanently removed from the Epson printer, the printhead is subject to dehydration, which can stop the Epson from printing. So please replace the used cartridges only when you have replacement cartridges available. Never unplug the printer from the power supply while the printer is active, for instance during paper handling, cleaning cycles, and printing. When the printer is not in use, the print head is closed by the locking mechanism to prevent dehydration.

Click here to request cleaning cartridges

“Clean Printheads” consumes a lot of ink. It can also help to print a page with large areas of colour. This way, the spray nozzle can flow through well. Click here for an example: ColourTest-sheet.pdf

 


 

 

My cartridge is leaking ink.

If the leak originated during installation of the cartridge, you cannot use this cartridge. Clean the casing with a lint-free cloth and install a new cartridge. Did the leak occur during printing? Stop printing immediately. Remove the leaking cartridge holder and clean it with a lint-free cloth, dry the printer rollers and 3-4 white sheets of paper by removing the printer to absorb as much ink as possible.


 

Printer manual

When you click on the link, Manual for Epson Stylus printers, you are redirected to the site with Epson printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the print heads and how you can check the ink levels.


 


Canon Printers

I get the error: “Cartridge is empty”.

It is possible that a warning message appears indicating that the ink cartridge is empty or that no original cartridge is installed (this message can vary by printer model). Confirm the message. If the ink level indicator appears, pay attention not to stop there. The status shown is not that of the installed cartridge. Click the box [Do not show this message] and close the window. If the [Continue] button flashes: click on it for 5 seconds and the printing will resume. If the [Continue] button flash or you can’t click anything on your screen, reset the printer: - Press the stop / reset, start (triangle) or resume (triangle / circle) button for 5 seconds. Printing will resume. You may continue to get the message that the cartridge is empty. This message can be ignored.

My cartridge is not recognized by the printer.

Make sure the cartridge is properly inserted into the holder, and that the printer cover is closed. Check the status monitor, both on the control panel of your printer and on your computer.

 

Note that the compatible cartridge does not light up to avoid patent infringement. If the error persists, then carefully remove the cartridge to make sure the chip on the cartridge is not loose. Then insert the cartridge back into the printer. If the error still persists, replace your cartridge.

Why won’t my cartridge light up like an original cartridge?

The lighting of the cartridge has been patented by the manufacturer in order to prevent this feature being used for alternative cartridges. So it may be that no light appears when installing the new cartridge. The print quality, however, is not affected.

My cartridge looks different than the original cartridge.

Because of patents, the printer cartridge of the manufacturer may be slightly different than the original. However, this has no influence on the print quality.

I get different print results than with an original cartridge.

The black colour may vary slightly from the original. This has to do with the ink, but does not harm the printer.

I cannot print, but the cartridge contains enough ink.

If the cartridge isn’t used for long periods of time, it could cause the ink to dry out. In this case, install a new cartridge. If this is not the case, please follow the following steps for your printer type:

Remove the cartridge from the printer and wipe it very carefully around the chip with a clean, lint-free cloth. Reinstall the cartridge and press firmly.

I cannot print after replacing the cartridge.

First make sure you have removed the seal / tape from the cartridge. If removed and no error message appears, you can perform a cleaning program.

You can click on the link, Manual for Canon Pixma printers. You are then redirected to the site with Canon Pixma printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the print heads, how to align the print heads and how you can check the ink levels.

Printer Guide

When you click on the link, Manual for Canon Pixma printers, you are redirected to the site with Canon Pixma printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the print heads, how to align the print heads and how you can check the ink levels.

I have removed the orange protective cap and now there is ink leaking from the cartridge.

Did you first remove the yellow label and then the orange cap? If you removed the orange cap first, the cartridge will leak and the cartridge is then no longer usable.

If you removed the yellow label first, try the following:

When the inner foam in the cartridge is not correctly positioned, it can drip after the protective cap is removed from the ink nozzle. The dripping can be stopped in most cases by patting the ink nozzle with a folded paper towel.

My cartridge does not fit into the printer as precisely as the original cartridge.

Lift the cartridge slightly upwards until it audibly clicks into position. You will feel some resistance when installing it, but you can just lightly push it through.

My prints are of poor quality: white stripes / inferior colour.

If the cartridge is low on ink or empty, you can clean the print head one or more times using the cleaning program. You can find this under "Printer Maintenance" (name may vary by printer).

You can also click on the following link, Manual for Canon Pixma printers. This redirects you to the site with Canon Pixma printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the print heads, how to align the print heads and how you can check the ink levels.

There is ink on the orange protective cover after I remove it.

It is quite normal that ink is visible in the clip. This is not an indication that the cartridge is leaking.

My Canon printer prints marks on the paper and cleaning the print head does not improve it. What should I do?

If this problem occurs, there is probably a fault / wear in the head cleaning mechanism of the printer. We encourage you to bring back the printer to your Canon dealer.


Brother Printers

The cartridge does not get recognized by my printer.

Whenever the message "cannot detect" or "no cartridge" is shown after installing the cartridge. Remove the cartridges from the printer. Now slowly reinstall the cartridges in the right position while the printer is turned on. If the printer asks if the cartridge is a new one, press "yes".

The cartridge gets recognized as not original by Brother.

The printer is giving this message as informational. Brother merely indicates that the cartridge is not an original. This will not affect the quality. You can confirm the message and continue printing.

How do I replace my Brother cartridges?

The Brother cartridges are a little bit more stuck in the printer. This is why the cartridges are a little bit more difficult to replace.

Please follow the next steps to replace the cartridges.

  1. Open the cartridge cover.
  2. Press down the handles down on the cartridges. Now take out the cartridges that needs to be replaced.
  3. Open the package of the new cartridges and remove the yellow sticker with "PULL" of the cartridge.
  4. Now place the new cartridge on the right spot in the printer. Gently push the ink cartridge to you hear or feel a click.
  5. Close the cartridge cover.

My cartridge looks different than the original cartridge.

Because of patents, the printer cartridge of the manufacturer may be slightly different than the original. However, this has no influence on the print quality.

I can’t print, but the cartridge contains enough ink.

If the cartridge isn’t used for long periods of time, it could cause the ink to dry out. In this case, you will need to install a new cartridge. If this is not the case, please follow the following steps:

1. Remove the cartridge from the printer and wipe it very carefully around the chip with a clean, lint-free cloth.

2. Reinstall the cartridge and press firmly.

There are lines/stripes on the paper after printing.

This requires a cleaning of the print heads. You can find this cleaning program under the catagory "inkt" with the term "cleaning" (this term may vary by printer) on your Brother printer. This proces can be repeated a couple of times.

By clicking on the link, Guide for Brother printers, you are redirected to the site with Brother printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.

I get different print results than I get with an original cartridge.

The black colour can look different  (slightly less deep) than the original. This has to do with the ink, but does not harm the printer.

If the black really looks grey, it can also be due to the printer settings:

Check the paper settings. This should be set to "plain paper". If the paper set is to "Glossy" the print turns to grey. To change the setting, click on Control Panel> Devices and Printers> Select the printer and click the right button> Printing Preferences> Tab: Paper / Quality> Media: Plain paper

Printer manual

By clicking on the link, Guide for Brother printers, you are redirected to the site with Brother printers. Here you can select your printer from the list and then download the manual. The manual describes how to clean the printheads, how to align the printheads and how you can check the ink levels.


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