Bad ink cartridg

[hutch37]

I purchased a new HP 60XL ink cartridge yesterday (4/16/2021). I have inserted the cartridge several times. Each time I get the following message: "At least one of the cartridges has a problem". I have determined  that it is the new black cartridge that is malfunctioning.. I have searched for a support telephone number or email address but have been unable to find anything. At the price of ink cartridges I believe it should be replaced. What do I do now?

[Jay_G24]

 Hi @Carmine2,

I'd like to help!

Try the below suggestions-

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Clean the electrical contacts

Remove the cartridge indicated by the error message, clean the electrical contacts, and then reinsert the cartridge in its color-coded slot.

1. Turn the printer on.
2. Open the door to access the cartridges.
3. Wait until the carriage stops moving before you continue.
4. Remove the cartridge indicated in the error message from its slot, holding it by its side.
      CAUTION: Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
5. Remove any protective tape that still might be on the contacts.
      CAUTION: Do not touch or try to remove the copper electrical strip
6. Lightly dampen a lint-free cloth with distilled water, and then clean only the copper-colored contacts on the cartridge.
7. Lightly dampen a lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.
8. Wait 10 minutes for the contacts to dry.
9. Reinsert the cartridge.
   • Insert the black cartridge into the right slot.
   • Insert the tri-color cartridge into the left slot.
10. Repeat these steps for the other cartridge, if necessary.
11. Close the cartridge access door.
12. If the error persists, repeat the previous steps to clean the cartridge and carriage contacts a second time.
13. Check for the error message

 If the issue persists, I'd suggest you contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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[hutch37]

Thanks

Have tried the suggestions. Get the following message after each restart: "At least one of the cartridges has a problem". By elimination I have determined the problem cartridge to be the new Black not the Tri-Color.

[Jay_G24]

Great 🙂

If the cartridge is in warranty and has ink in them, I’d recommend you contact HP Phone Support in your region for replacement options.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day!