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Error message when inserting new HP 62XL Color cartridge

HP Envy 7640
macOS 10.15 Catalina

I am trying to install a new HP 62XL color cartridge in my HP Envy 7640 printer. I keep getting an error message "Remove and reinstall the indicated Ink cartridge, making sure it is correctly installed, and then touch OK." The cartridge consistently snaps securely into the space where it is supposed to go. I have removed it and replaced it with the old cartridge that was low on ink and I do not get that message. Office Depot says I can get a replacement or refund from HP if the cartridge is still under warranty; however, I cannot ever seem to be able to talk to anyone at HP. Very frustrating.

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Error message when inserting new HP 62XL Color cartridge

There is a section on the bottom of the page how to make a claim

 

https://support.hp.com/us-en/document/c00206040 



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