envy 120 cartridge issue

[swashplate]

I am having a problem with my new HP Envy 120 printer.

On power up, the 'cartridge problem' screen appears, saying 'one or more cartridges appear to be damaged'.

There is a black icon below this text but no colour one.

I assumed that meant that the colour cartridge was not working. I went back to the shop and got a new colour cartridge under warranty.

However, with the new cartridge installed, I am still getting the same message. Does that mean, therefore, that it is the black cartridge that is faulty?

I have tried reinstalling both cartridges, cleaning all the contacts and resetting the printer by powering down for 15 secs to no avail; I still get the same display.

As I am returning to the shop soon, I would like some ammo in case of an arguement! The printer is still under warranty, but a resolution can depend whom you speak to... 🙂

I find the display rather ambigous, personally. Thanks for any assistance!

[Jamieson]

Hello @swashplate , and welcome to the HP Forums!

I can see you're experiencing cartridge problems.  I'd love to help!

The black ink icon displaying usually points to a problem with the black cartridge.

I'd recommend following the steps laid out in this document on a 'Cartridge Problem,' 'Incompatible Ink Cartridge,' or 'Ink Cartridges Missing' Message Displays on...

Good luck and please let me know the results of your troubleshooting steps. Thank you for posting on the HP Forums!

[swashplate]

Thanks Jamieson, that is the answer I was looking for. I'll go and get the cartridge changed under warranty tomorrow.

I'd managed to get the printer/scanner working after I tried just loading the colour cartridge, but it's obviousely better with both.

[swashplate · Accepted solution]

Just put the replacement cartridge in now and printer is working fine.

Many thanks to Jamieson for the help!  

[hpuser131]

Hi Jamieson,

my new and genuine CC641E HP 300XL for my ENVY 120 printer fails to print. Printer system says everything is fine. But then if I want to print just black ink it fails.

Can I get replacement? I bought that catridge included in a Multipack on Amazon.de in 2013. There I can't return it anymore after 2 years.

Cheers