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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .

‎09-08-2026 06:44 PM

HP Recommended
Product: HP ENVY 4500 e-All-in-One Printer

I have used all the avenues, virtual assistant, aisupport, online hp ink support,  my hp envy 4500 all in one printer is not able to use my original HP ink cartridge " In the middle of printing a photo, out of the blue it is saying my cartridge is incompatible. (only the black 61) my printer is saying it has the latest update and of course online is no help.  I have tried resetting the printer, HP sent me a new cartridge, same error.  I am beside myself of what to do.  Does any one know of any solutions?

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9 REPLIES 9

‎09-10-2026 07:52 AM

HP Recommended

Hello @Mookie635, Welcome to the HP Support Community.


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

 

I understand you are facing an issue with your HP Envy 4500 Printer not recognizing the HP new Cartridge, not to worry I will help you to get a resolution to the issue.

 

Troubleshooting Steps:

Check Cartridge Authenticity:

  • Verify that the cartridge is an original HP 61XL cartridge. Look for the holographic HP security label on the box or verify the serial number on the HP Authentication website.

Clean the Cartridge Contacts Again:

  • Power off the printer and unplug it.
  • Use a lint-free cloth slightly dampened with distilled water or isopropyl alcohol (not dripping).
  • Gently clean the copper contacts on both the cartridge and inside the printer where the cartridge sits.
  • Allow them to dry completely before reinserting.

Reset the Printer:

  • While the printer is turned on, unplug the power cord from the printer and the wall outlet.
  • Wait for at least 60 seconds.
  • Reconnect the power cord, turn on the printer, and reinstall the cartridge.

Update Printer Firmware:

Try a Manual Alignment:

  • Navigate to your printer’s settings and select Tools > Align Printer.
  • Follow the prompts to complete an alignment, which might help the printer recalibrate and recognize the cartridge.

Check Cartridge Warranty:

  • HP cartridges have a warranty, which includes defects in materials or workmanship. If the cartridge is defective, you may be eligible for a replacement.
  • Locate the date code on the cartridge and verify warranty eligibility on the HP Warranty Check.

Attempt a Printer Reset:

  • Turn the printer off.
  • Hold the Cancel (X) button and the Start Copy Black button simultaneously.
  • While holding these buttons, power on the printer and continue holding them for about 10 seconds until the printer resets.

I hope this helps. 

 

Take care and have a good day.

I'm an HP Employee.


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‎09-17-2026 07:46 PM

HP Recommended

Thank you Meghan I'm just seeing the response. I have tried all suggested fixes. HP ink service is sending me a 61lx cartridge and I will post if it works when I recieve it.

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‎09-18-2026 01:40 PM

HP Recommended

Thank you so much for your response. @Mookie635 

Please let us know if the new cartridge works perfectly fine with the printer once received. 

Have a great day!

I'm an HP Employee.


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‎09-20-2026 06:19 AM

HP Recommended

Although the support person was to send a black 61xl black cartridge they sent another 61/301 which make 3-$50.00 cartridges that are not accepted by my computer.. I'm livid. I'm contacting them again today.

1789906543738884014985089704136.jpg

 

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‎09-21-2026 01:20 PM

HP Recommended

Thank you so much for your response. @Mookie635 

 

However, please check the image below for the cartridge compatibility according to your region.

 

Have a great day!

I'm an HP Employee.


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‎09-21-2026 04:18 PM

HP Recommended

Yes my cartridge for my region is correct. I believe the flaw is when the cartridge changed to 61xl, i believe it caused an error when using the 61/301 which hp ink sent instead of the 61xl I requested. 

I hate that I pay for a service and can not get cooperation in solving an issue related to my paid service

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‎09-22-2026 06:48 AM

HP Recommended

Thank you so much for your response. @Mookie635 

Could you please share us the instant ink account details on private message so that we can look into it and assist you further? Private Messages - HP Support Community

Have a great day!

I'm an HP Employee.


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‎09-24-2026 08:13 AM

HP Recommended

I tried to connect to the private message but recieved the error attached.  I also sent an email to [email protected].

Screenshot_20260924_090641_Samsung Browser.jpg

 

 

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‎09-24-2026 02:01 PM

HP Recommended

Thank you for your response. @Mookie635 

We will send you the requested information on private message. 

Please send us the details.

Have a great day!

I'm an HP Employee.


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