Bad 65xl cartridge

[earn1]

I put in a brand new HP 65xl cartridge into my printer.  (HP 5000)  It printed 5-6 pages just fine and then began not printing a line or two on a document and then it stopped printing completely.  I ran the printer through all of the cleaning, aligning, etc.  It just wouldn't print at all.   Luckily, I had purchased another cartridge at the same time because I like to have one on hand.  I took the bad one out and popped in the second new one.  That has worked just fine.  The place I bought both cartridges at said I had to go directly to HP with the issue of the bad cartridge.  Can I get a refund or an exchange?  The bad cartridge shows it was made in Malaysia with an October 2023 expiration date.

[sandytechy20]

@earn1

Welcome to the HP support community.

Provide the complete printer model number or the product number for further assistance.

Here is the link to find the product number:- Click here

[earn1]

HP Envy 5000

[earn1]

HP 5070 Envy.  (Sorry, typo on the previous reply.)

[sandytechy20]

@earn1

Try these steps on the defective cartridge to fix the issue.

Clean the ink cartridges

• Load the printer with plain white paper.
• On the printer control panel, swipe left on the display, and then touch Setup .
• Touch Tools, and then touch Clean Cartridges.
• Examine the print quality on the Print Quality Diagnostic report.
• If the print quality is acceptable, touch No. You can stop troubleshooting.
• If the print quality is unacceptable, touch Yes when prompted to perform the next level of cleaning.

Manually clean the area around the ink nozzles

• Gather the following materials:
• A clean, lint-free cloth or a clean, dry cotton swab
• Distilled or bottled water

•   CAUTION:
• Do not use tap water because it might contain contaminants that can damage the printhead.

• Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
• The carriage moves to the center of the printer.
• 
• Wait until the printer is idle and silent before you continue.
• Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.
• 
• Hold the ink cartridge by its sides.
• 
• Lightly dampen a clean, lint-free cloth or swab with bottled or distilled water.
• Clean the face and edges around the ink nozzle with the cloth or swab.

•   CAUTION:
• Do not clean the ink nozzle plate.
• 

• Nozzle plate - Do not clean
• Area surrounding ink nozzle - Do clean
• Ink cartridge contacts - Do not clean
• Wait for the cleaned area to dry before you continue (approximately 10 minutes).
• With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.

• NOTE:
• Install the color ink cartridge on the left and the black ink cartridge on the right.

• 
• Close the lid on the ink cartridge slot to secure the ink cartridge into place.
• Repeat these steps to clean around the nozzles on the other ink cartridge.
• Close the ink cartridge access door.

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.