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Error: "Right Cartridge Incorrect" on a Lexmark X7170 All-In-One

Document ID:SO3494
 
  Properties  

Problem

Error: "Right Cartridge Incorrect"; Cartridge error; Wrong cartridge

Environment

Troubleshooting a "Right Cartridge Incorrect" message; Microsoft Windows 98; Microsoft Windows Me; Microsoft Windows 2000; Microsoft Windows XP; Microsoft Windows Server 2003; Microsoft Windows XP Professional x64 Edition

Solution

Cause

The Right Cartridge Incorrect error message generally indicates a communication error between the All-In-One and the cartridge.  This can be due to a faulty cartridge or to a simple interruption in the communication between the cartridge and the All-In-One. The procedures below will help you identify the cause and resolve the issue.

Rebricking the All-In-One and Resetting the Factory Defaults

NOTE: The embedded links lead to specific troubleshooting documents.
StepAction
1
Power off the All-In-One and remove the power adapter (brick) from the back of the unit. Wait 20 seconds, reinsert the adapter, and power the unit on. 
Did the error message return?

Yes:  Continue to step 2.
No:  Print a test page.  If the test page prints, the error is resolved.
2
Reset the All-In-One's factory defaults (click here for instructions).
Did the error message return?

Yes: Continue to Checking the Cartridges.
No: Print a test page.  If the test page prints, the error is resolved.

 Checking the Cartridges

NOTE: The embedded links lead to specific troubleshooting documents.
StepAction
1Open the top cover of the All-In-One. Remove both cartridges. Close the top cover.
2Power off the All-In-One and remove the power supply brick from the back of the unit.
3
Reinsert the power supply brick into the back of the All-In-One and power the unit back on. 
Does the error message reappear?

Yes: Skip to Contacting Lexmark below. There is a hardware issue with your printer and you need to contact our technical support center.
No:  Continue to step 4.
4
Clean the cartridge contacts (click here for instructions) and the AIO carrier contacts
(click here for instructions). Continue to step 5.
5
Power the AIO on, reinsert the black/photo cartridge, and close the top cover.  Power the All-In-One off and then on again.      
Does the error message reappear?

Yes: Power the unit off and try step 5 with another black/photo cartridge.  If the error persists with the new cartridge, proceed to Contacting Lexmark
No: Continue to step 6.
6
Power the AIO on, reinsert the color cartridge, and close the top cover.  Power the All-In-One off and then on again.      
Does the error message reappear?

Yes: Power the unit off and try step 6 with another color cartridge.  If the error persists with the new cartridge, proceed to Contacting Lexmark
No: Try printing a test page.  If the test page prints, the error is resolved


 Contacting Lexmark

Please contact Lexmark Technical Support for additional assistance.  NOTE: When calling for service, you will need to know your
printer model type and serial number.  If you need help locating this information,  click here.
Please call from near the printer in case the technician asks you to perform a task involving the printer.


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