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The new color cartridge sent to me does not work in my printer.  The first error message said there was a paper jam.  I reinserted the old cartridge and the printer worked fine.  Tried the new color cartridge again and got an error message that said "carriage problem."  My old cartridge number is 64/303 with pink case and the new one sent to me is 57, shorter and black case.  Using the chat feature I reported the problem and after 30 minutes was told that it was beyond the capability of the employee to solve my problem.  I talked to a second person who confirmed all my information and had me re-insert the new cartridge AGAIN to see if it would work.  No, it did not.  Talked to a third person who said they would send me a "standard" shipment.  He said he could not guarantee what cartridge I would get in 7-10 days.  It could be another 57.  Now I'm wondering if my printer is obsolete due to this color cartridge problem.  

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Hi @NonaLee1018,

 

Welcome to the HP Support Community. 

 

I'd like to help!

 

To be able to answer you effectively, we need some information.

 

Are you enrolled in the instant ink program?
If yes, I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted.

 

Since the instant ink account details are confidential, please send me the required information via private message.

 

I am sending you a private message with the information required. Please check the mailbox icon at the top-right corner of this screen.

 

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

 

I hope this helps resolve this issue completely,

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Elohi_NR
I am an HP Employee
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