11-20-2018 07:16 PM
I recently bought the HP Envy 5020, I used the setup cartridges as instructed. When the printer stopped printing in colour (after a week of use) I went through the basic steps (cleaning print heads, etc) until finally I thought the cartridge was empty and so replaced them both with normal genuine HP ink cartridges. Since then the printer displays the Use setup cartridges message and will not work. How do I bypass this and use normal cartridges as the printer has already been through the setup process once before
11-21-2018 04:56 PM
Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see from your post that you are getting "Use Setup Cartridge" error message on your HP Envy printer. No worries, I'll be glad to help you.
In this scenario, Let's try to update the printer first and if the issue persists I would suggest here is to do a hard reset on the printer
Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.
For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware
If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.
Remove all the ink cartridges and then try to perform a hard reset on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
Remove USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if it works.
If the issue persists, then the last option would be to perform an advanced reset on the printer. For which I'm going to send you the instruction over the private message.
Please check the mailbox icon at the top-right corner of this screen.
Please check your Private message icon on the upper right corner of your HP Forums profile,
Next, to your profile Name, you should see a little blue envelope, please click on it.
I hope this helps resolve this issue completely,
I am an HP Employee
01-05-2020 07:25 AM
As we did not receive any setup cartridges we followed your step by step procedure ie downloading Firmware as well as Hard Reset. The issue still persists with printer showing "Use Setup Cartridges That Came With Your Printer" Please Help.