Print Cartridge Does Not Fit In Printer

When attempting to install the print cartridge, the Q5949A or Q5949X print cartridge does not fit in the printer.

NOTE: Do NOT send a new print (toner) cartridge as this will not resolve the issue.

This issue can be the result of one or more factors.

The print cartridge is not an original HP print cartridge.

The print cartridge installed in the printer is not the correct part number. The correct print cartridges are Q5949A (HP LaserJet 1160 or 1320) or Q5949X (HP LaserJet 1320 only).

The print cartridge or printer is damaged.

Broken pieces of black plastic are found inside the printer. This is typically the result of broken print cartridge guides in the printer.

If the upper left print cartridge guide is broken, the print engine may not be able to detect the print cartridge and a "install toner cartridge" or "install black toner cartridge" message may display in the HP LaserJet Toolbox in conjunction with a flashing toner light on the printer control panel.

Figure 1: Broken upper left cartridge guide1 -OPC shutter "hangs up" on the step2 -Bent or Broken guide lock

Figure 2: Normal upper left cartridge guide1 -Normal appearance of OPC shutter and guide lock

If the cartridge contact lever is hyper-rotated and out of the right plate, the cartridge contacts come out of position or are misassembled. The print cartridge may not insert properly into the printer and the customer may believe the have the incorrect print cartridge.

Figure 3: Hyper-rotated cartridge contact lever1 -Cartridge contact lever is hyper-rotated and out of the left plate2 -Cartridge contacts are out of position/misassembled

Figure 4: Normal cartridge contact lever position

The laser-scanner shutter trigger on the toner door may broken.

A "install toner cartridge" or "install black toner cartridge" error condition occurs and the customer believes they have the wrong print cartridge.

The print cartridge is inserted too forcefully into the printer, causing the left print cartridge guide to crack or break at the spring slot. This may also generate an "Install toner cartridge" or "Install black toner cartridge" error.

The retention pin in the upper right print cartridge guide is loosens causing the right print cartridge guide to move out of the correct position.

If the any of the above issues are identified, advise the customer to return the product to retailer for exchange, return to HP for repair, or initiate the express exchange process.

NOTE: As a temporary measure only, an advanced user can pop the shutter guide off the print cartridge; however, this should only be suggested to prevent an escalation and not as a solution to the issue.

© 2005 Hewlett-Packard