Ink Cartridge Refill Help Center

HP 564, 564XL, 920 & 920XL Ink Cartridges

NOTE: Empty”, “Low Ink”, “Out of Ink“, “? Marks“, “Counterfeit”, “Refilled or Depleted Cartridge Detected” and “Non-Genuine Cartridge”  alerts are COMPLETELY NORMAL for all HP 564, 564XL, 920 & 920XL black and color  ink cartridges which have been refilled!


While at first this may be an unusual workflow, it does allow normal print operations to proceed.

HP 564 Carts_1

HP 564/920 - Low Ink Warnings

Cartridge Installation 

Ensure you remove the orange cap prior to installing the HP cartridge into the printer.

HP 920 Mag_capped

If you have spare cartridges ensure the orange cap is firmly seated onto the bottom of ink cartridge or the internal foam will dry out. It is normally suggested to use refilled cartridges (tank based cartridges) within 1 year from the refill date, but using HP 564/920 cartridges within 90 days is recommended. This is very important for HP 564 and 920 ink cartridges since the ink ports, located at base of ink cartridge, have a tendency to easily dry out.


Understanding Ink Alert Status Indicators

Ink Alert Messages_HP 564 legend

From Left to Right:

•Blue question mark- used or refilled cartridge is detected, ink level disabled
•Red X- cartridge not present or not recognized
•Yellow caution triangle- ink low
•No mark- ink level okay (some original ink still available)


The use of a refilled cartridge should not interfere with normal printing operations

After refills, the printer cannot track the ink level. The ink level indicator will falsely signal as empty – this is normal. You may also receive the message “Refilled or Depleted Cartridge Detected” – this is normal.

While printing, your printer/computer may display an ‘ink alert’ message…this is nothing to be alarmed over. As the refilled cartridge does not support ink level monitoring you will need to ignore all ink level alerts or warnings (including nuisance messages such as ‘counterfeit’ or ‘fraud’ cartridge). Press ‘OK’, ‘Dismiss’, or ‘Continue’ to continue printing operations.

Continue to print until the print quality fades.


HP 564/920 Usage Tips 

If any streaks or missing colors appear on prints the cartridge may be suffering from an air bubble within the internal ink spout. Initiate a “Clean Printhead” procedure, via the printer control panel Setup/Tools menu.

Partially Jetting Nozzles

Caution: Immediately suspend printing if you notice one or more colors are missing in printed output, or damage to the built-in printhead may result. Initiate ‘Clean Printhead’ to help resolve. If necessary, return respective ink cartridge(s) for an ink fill validation check.

Stop Printing when a color drops outClean the Printheads_C6380 printer driver screen



HP564 & HP920 Ink-Series Printer Models — Printhead Cleaning:


To help identify which color cartridge is empty, print a test page via: 1) your printer control panel or 2) via an Inkjet411 test print: Test Prints

A faded or missing color indicates empty.


Cartridge Errors (no printing allowed): 

As the electronics in the ink cartridge and the printer communicate with each other, sometimes the printer will incorrectly identify an ink cartridge as unrecognized or non-functional. Error messages may include “Unrecognized“, “Missing or Damaged“, or “Ink Cartridge Problem”. Remove and reseat ink cartridges to rule out connectivity issues.

An “Incompatible Printhead’ error message is NOT an ink cartridge error, but instead a failure indicator of the large electronic assembly used for firing all four (or five) colors onto the paper. If you observe this message it is suggested you visit HP for recommendations on how to correct.  General HP 564/920 ink series printhead removal procedures are provided below for informational purposes only.

To check the electrical performance of the printhead refer to the diagnostic test for your specific printer model, click here:

HP Printer Diagnostics


HP 564 Printhead Assembly

If you encounter a severe ink cartridge error which prohibits printing, perform the recommended solutions below.   If you think the refilled cartridge might be bad, take it back to your refiller and have them re-check the cartridge.

Common Error Messages – Low Ink Warnings and Alerts


Recommended Solutions

The contact between the ink cartridge and the printer must be clean for proper functioning.  If any dirt, ink or paper dust is on the contacts, the printer may indicate that the ink cartridge is bad.  To ensure a clean contact, follow the steps below:

Step 1: Remove and re-install the cartridge

  1. Turn the printer on; open the printer to access the print cartridges.
  2. Remove the suspect cartridge(s) from the station.
  3. Re-install the cartridges in their stations.
  4. Close the printer.
  5. Turn off the printer for 30 seconds and then turn it back on.
  6. Print a test page following your printer’s instructions.
  7. If this does not work, please proceed to step 2.

Step 2: Re-set the printer:

a.  If the problem has not been fixed it may be useful to perform a “hard reset”.  This can correct an electronic flag setting inside the printer telling it that the print cartridge is problematic.  Refer to your printer’s user manual or HP website for the correct “hard reset” procedure for your printer model.   Often times it simply involves turning off your printer and unplugging it for at least 30 seconds.

b.  Perform a Semi-Full printer reset.  Refer to diagnostic test file for additional printer model specific instructions, click here:

HP Printer Diagnostics


c.  Print a test page to determine if the problem has been resolved.

d.  If a printing-related problem persists, refer to Step 3.

Step 3: Reseat and clean the print head: 

NOTE: Refer to manufacturer instructions for your printer model; the steps provided below are for general guidance only.

a. Turn on the printer; open the printer to access the ink cartridges.

b. Remove all 4 (or 5) ink cartridge(s) from the carriage.

HP 564 Cartridge removal

c. Lift printhead release latch (lever) to remove printhead assembly. 

Carriage Release latch (B210)

d. Remove printhead and clean printhead contacts. Use the damp cloth (de-ionized water or isopropyl alcohol) to wipe the electrical contacts from the bottom to the top. Coffee filters and glass-cleaning cloths work well.Do not go past the edge between the electrical contacts and the ink nozzles. Repeat this motion until no ink remains on the electrical contacts.

Printhead Removal(B210)


e. Re-install printhead assembly; lower the latch handle to securely lock the printhead assembly into place. 
f. Print a test pattern to determine if the problem has been fixed. If not, refer to Step 4.

Step 4: Replace printhead. Adhere to manufacturer’s recommendations and related troubleshooting instructions.


Print Quality or Missing Colors

If any streaks or missing colors appear on prints, initiate a ‘Clean Printhead’ via the printer control panel ‘Setup’/’Tools’ menu. On some printer models, the ‘Clean Printhead’ procedure will yield a test pattern – inspect pattern to ensure all colors are firing and solid bands of color appear. With other printer models you will need to select a test/diagnostic print under the ‘Tools’ menu. You may need to perform the ‘Clean Printhead’ procedure several times if the printer has been idle or rarely used.

Partially Jetting Nozzles

If the above problem continues, it is suggested to clean the service station…click here for instructions:

HP 564 Color Recovery


If you cannot identify which color cartridge is empty, print a test/diagnostic page via: 1) your printer control panel or 2) via the ‘Test Prints’ button below. A faded/missing color indicates empty. In the examples below, streaking/banding can be observed – running the ‘Clean Printhead’ can help remedy these issues.

Horizontal Banding_self test_sm HP B210 Diagnostic Print

Test Prints


Severe Print Quality Issues / Missing Colors

If, after adhering to all suggestions above, the printer continues to exhibit severe print quality performance and/or multiple colors are missing as observed in the printer’s self test page or print quality report, click here:

Warm (Hot) Water Printhead Flush


Printhead Life 

The replaceable or non-replaceable PRINTHEAD will eventually fail over time with usage and age. Check User Manual to determine if your printer’s Printhead can be removed/replaced.

Possible Printhead Failure? 



Advanced Printer Diagnostics

To view advanced diagnostics tests for your printer model, click here:

HP Printer Diagnostics


NOTE: A compatible, remanufactured or re-branded ink cartridge can be problematic; the smart chip (at base of cartridge) may not provide reliable printer-cartridge connectivity once installed. Compatible cartridges are typically purchased on-line or at select retailers (i.e  sold under a different label than the regular HP cartridge packaging) and is essentially a “remanufactured cartridge” of the HP original/genuine ink cartridge. For the best refilling experience, only use HP original/genuine ink tanks.



Refill Center Locations: 

HP Ink Refill Services




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