Brand new HP 63XL cartridge - now it doesn't print black at all

[smontanaro99]

My black ink cartridge ran out mid-page, so I grabbed a new one (HP 63XL), removed the tape covering the print head, then installed it. The printer recognized it as an authentic HP cartridge, but it simply refuses to print black ink at all. I've tried cleaning the cartridges and power cycling the printer, but to no avail. Any other suggestions?

Edit: I have since run the cartridge cleaning steps at least two more times, including the second level cleaning it offered. Nothing has helped so far.

[Betty0610 · Accepted solution]

@smontanaro99

Welcome to the HP Support Community.

I'd be happy to help.

You could either return/replace it to the store/website you purchased it from or contact the HP Support Team regarding a replacement.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[smontanaro99]

Thanks for the offer. As we were in a time crunch, we eventually opted for a new printer. We had a couple waiting against the day we needed them. I'm sure we no longer know where we got them or have a receipt, so a return for refund isn't really an option. I'll check with HP Support about an exchange.

[smontanaro99]

Alas, I have been completely unable to get past the HP Support "virtual agent" because my printer is out of warranty. Is there some trick to speak with a human?

[Betty0610]

Probably see if this helps: https://www.hp.com/us-en/contact-hp/ww-phone-assist.html

[smontanaro99]

Thanks for the list. I was never really able to get through to anyone. The hold times were abysmal, and the one time I got through to someone, they sent me elsewhere. That person put me on hold, then the phone hung up.

[smontanaro99]

Final(?) followup. I tried one more time and got through to a helpful person within a couple minutes. He took down my info and the date on the cartridge — which appears to be an end-of-warranty date — and shipped out a new cartridge. Well, UPS saw the shipping label has been created. I trust it should arrive in a few days.