Color 67 new ink cartridge not working

[SandiMReed]

I installed a new HP 67 tri color ink cartridge and get an error message on my HP Envy Pro6455 printer. I tried gently cleaning the contacts, gentle shake of the cartridge (per suggestion on your help site) but to no avail. I then tried another new HP 67 tricolor ink cartridge and it works just fine. Is this is faulty ink cartridge? Can it be returned for a replacement? Thanks

[Sneha_01]

Hi @SandiMReed,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've encountered a faulty HP 67 tri-color ink cartridge, especially since another new cartridge worked fine in your HP Envy Pro 6455 printer. This issue can occasionally occur due to manufacturing defects or damage during shipping.

Steps to Take

Check the Cartridge and Printer Contacts:

• You’ve already cleaned the contacts, which is great. Ensure that the protective tape has been completely removed from the cartridge and that there’s no residue or obstruction.

Check for Error Messages:

• Note any specific error messages displayed on the printer or the computer. These messages can provide more information about the issue.

Try Reinstalling the Cartridge:

• Sometimes reseating the cartridge can help. Turn off the printer, remove the cartridge, and then reinstall it. Make sure it clicks into place securely.

Inspect the Cartridge:

• Look for any visible damage or leaks on the cartridge. If the cartridge appears damaged, it is likely defective.

Try Another Cartridge:

• Since you mentioned that another HP 67 tri-color cartridge works fine, this indicates the issue is likely with the first cartridge and not the printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[SandiMReed]

I have tried all of the suggestions given by Rachel (HP Support) and I continue to get an error message when installing a new HP Color 67 ink cartridge. Since I have tried everything, if there an option to get a replacement? Thank you!

[Sneha_01]

Hi @SandiMReed ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out 

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support