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Hedgehog8595
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Message 1 of 2
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HP ENVY 5010 cartdriges

HP Envy 5010
macOS 10.14 Mojave

My brand-new printer says "cartridge has a problem". We've had it for 2 days and the colour cartridge no longer works. We tried to reinstall it dozens of times, also tried to reset the printer, nothing works. The black one is working ("single cartridge mode") but I've paid for both of them. Any ideas anyone?

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HP Support Agent
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HP ENVY 5010 cartdriges

Hi @Hedgehog8595

Welcome to the HP Support Community. I'd be happy to assist you. This seems like an issue with the tri-color ink cartridge. Let us try these steps to resolve this issue:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Also, perform step 3 mentioned in this document.

 

Hope this helps! Keep me posted. 

 

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

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Have a great day! 

 

KUMAR0307
I am an HP Employee

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