Color Ink Cartridge Problem - Not allowed to print

[Mossyh]

Help needed with getting printer working.

Black ink is ok Color ink is the problem......

Have a HP Envy 4502 printer and replaced the old color cartridge (301) as message below appeared on screen of printer.

" Ink cartridge problem - The folowing Cartridge must be replaced"

Replaced with genuine 301.

Same mesage still appeared with NEW Genuine Cartridge.

Removed and checked contatcs were clean and no tape on the cartridge.

Cleaned all the contacts on the pocket where the cartridge fits and refited the new cartridge.

Not fixed.

Had a SECOND NEW GENUINE  301 cartridge and fitted to the printer and same error appeared.

Retried same fault finding with no luck.

Same again with a THIRD NEW GENUINE  301 cartridge.

Reinstalled the firmware and software (latest versions) for the printer on my HP laptop and retried same tests above.

Not fixed.

The support menu on the printer by pressing in sequence       Dash,Home,Dash,Dash. and "Suppor Menu prompts.

Pressed

OK

INFORMATION MENU - the printer is set up for Region 4.

Press OK

Navigate to "pen supply level of ink (LOI" it shows 99% ink and a report prints.

Black cartridge shows 80% which works OK.

With colour on the report................

I can see the SN of the black cartridge (called pen) but I can't of the color cartridge.

Color Pen Region is set to "0"

Black Pen Region is set to "4"

Print Diagnostics Menu I can perform Nozzle test                                                                                                                                                                                                                                                                                                       

On NOZZLE TEST I can still print color  and black and white.

Is the color ink "Region locked"?

I dont beliebe there is problem with the SW or the printer hardware.

Just the way the color cartridge interacts with the printer from a "control" point of view.

Recently bought the ink cartridges as I am about to use.                                                                                                                  

[Raj_05]

Hi @Mossyh,

Welcome to HP Support Community.  

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

I'm sorry to hear that you're experiencing a problem with your HP ENVY 4502 printer. If you're getting a "Color Ink Cartridge Problem - Not allowed to print" error message, there could be a few possible reasons behind this issue. Here are some steps you can follow to troubleshoot the problem.

• Check Ink Levels: Make sure that the color ink cartridges have sufficient ink levels. Low or empty ink cartridges can trigger this error message. You can check the ink levels through the printer's control panel or the HP printer software on your computer.
• Replace or Reinstall Cartridges: If the ink levels are low or empty, replace the color ink cartridges with new, genuine HP cartridges. Make sure they are properly installed in their designated slots. Sometimes, reseating the cartridges can also help establish better connections.
• Clean Cartridge Contacts: Dust or debris on the cartridge contacts can cause communication issues. Turn off the printer, remove the color ink cartridges, and gently clean the electrical contacts on the cartridges and inside the printer using a lint-free cloth.
• Update Firmware/Driver: Ensure that your printer's firmware and driver software are up-to-date. Visit the HP website and download the latest firmware and driver updates for your printer model.
• Restart Printer: Sometimes, a simple power cycle can resolve temporary glitches. Turn off the printer, unplug it from the power source, wait for a minute, and then plug it back in. Turn on the printer and check if the error persists.
• Perform a Hard Reset: If the issue continues, try performing a hard reset on your printer. To do this, turn off the printer, disconnect all cables (including USB and power), and press and hold the power button for 15-20 seconds. Reconnect the power cable, turn on the printer, and check if the problem is resolved.
• Check for Blocked Sensors: There might be sensors in the printer that detect the presence of the ink cartridges. Check for any obstructions or debris near the cartridge area that could be interfering with these sensors.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[Mossyh]

Hi Alden4,

Thanks for responding.

Most of what you have advised in your response I have already tried.

Such as updating the hardware and firmware and making sure the contacts for the ink cartridges and printer sockets are clean to make good contact.

Performing the hard reset was the only thing new to try and it did not work.

I don't believe there is a problem with the hardware (printer).

I believe there is a problem with the software / firmware/ color ink cardtrdge not being alowed to print.

Black ink cartridge works OK but not Color.

When I have no ink cartridges in the printer I have below message:

"Cartridges appear to be missing"

So the printer can detect for presence or non presance of a cartridge for both color and black.

When I load the color cartridge only:

"The following Ink Cartridge (Color) must be replaced"

When I load the black cartridge only:

"Printing in single cartridge mode"

So this leads to root cause of:

1. Color Ink cardtridge.

2.Software or Firmware PREVENTING use of the Color Ink Cardtridge.

I have 3 NEW Color Ink Cartridges.

I tried all 3 - I still get the same message :

"The following Ink Cartridge (Color) must be replaced"

I have already forced the printer in hardware diagnstics mode to print in color for:

1.Printer Status Reports

2.Print Quality Diagnostic Reports

So my final Root Cause is:

******Software or Firmware preventing use of the Color Ink Cardtridge******

Please confirm if you agree with my root cause analasys and advise nest steps to try.

Photos and scans attached.

Kind regards and thanks,

Mossyh

No cartridges installedBlack Cartridge InstalledBoth catridges installedBlack cartridge InstalledColor Carridge not detactable 1Color Carridge not detactable 1Shoing problem with color inkHardware test on the printer -Printer Status Report - the Printer diagnostics menuHardware test on the printer -Printer Status Report - the Printer diagnostics menuPrinter Quality Diagnostic Report made thru the Printer diagnostics menu

[Raj_05]

Hi @Mossyh,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

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

Have a great day!

Alden4
HP Support