ink cartridge issue

[KatMat20]

Hi there, I am having an issue with a new black ink cartritdge :/. When I bought a printer, I took a set of inks shown on the photo. Now when I am trying to replace both of them, my printer is telling me that the black one is not compatible with my device :/. How is it possible if both of them where from the same box? The same number of ink, which is dedicated to the printer... I cannot use my printer now, cause everything is cancelled by the printer.

What is the problem?

[TEJ1602]

@KatMat20, Welcome to HP Support Community!

This could be an issue with the printer or the ink system. Follow the steps below-

Verify the cartridge numbers

Make sure the cartridge numbers match your printer and where the country/region the printer was purchased.

Go to HP Store and verify the cartridge numbers for your printer model and country/region. Replace any incompatible cartridges.

Reset the printer

Reset the printer to recover from printer failures.

1. With the printer turned on, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Reconnect the power cord to a wall outlet and to the printer.

Also, Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If you still have issues, use the document HP Printer Does not Print and Error Indicates Faulty Ink Cartridge for additional troubleshooting help.

Keep me posted. 

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!

[KatMat20]

Hi mate, thank you for advice..

Unfortunately the printer is still rejecting my black ink cartridge. 

I have done everything. 

From cleaning to reset. The cartridge is from the same box as colour one..  but this one all the time is saying "the cartridge is not suitable for use in this printer". The number on it match to the printer. All updates done. I bought the printer in the same store as the ink set. How is it possible that I buy a set of two cartridges in a one box and one is working, one not :/..

Have no idea whats going on. Its frustrating.. 

[TEJ1602]

@KatMat20

I appreciate your efforts, this can be a defective ink cartridge. Not to worry, we can help you.

Please reach out to the HP Support in your region regarding the service options for your printer/cartridge replacement.

Hope this helps!

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!

[KatMat20]

Thanks for that,

but when I am going to the Support, the site doesn't let me go to any contact details... 

I've tried few times before I wrote a post here.. 

and again yesterday...

I am having just virtual agent option or community to solve my problem..

Tried to find the service center, but is saying that nothing in my area...

(UK address)...

instead told me to buy a phone support or something like that to help with connection, error messages, network problems and driver downloads..

The only one thing what I need is simple email address or a contact details to arrange the service.. probably ink cartridge replacement.. but I cannot find this anywhere..

thanks, 

Kat