Brand new HP toner cartridge, not working

[DawnL]

Do the HP original toner cartridges expire? I bought a brand new one when I started to get toner, low messages, and it took about a year for the printing to be affected. So this cartridge has been sitting in my office for about a year and when I installed it Today, it doesn’t work. The entire reason I bought a laser jet as was I was told they can deal with intermittent printing.

[Nal_NR]

Hi @DawnL,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Since the printer has not been used for a year there are chances that the cartridges might have got dried. 

Tips to Prevent Ink Cartridges from Drying Out

1. Regular Use

• Print Regularly:
  • Even if you don’t need to print often, try to print a small color document or a test page once a week. This keeps the ink flowing and prevents the nozzles from clogging.
• Use the Printer’s Built-in Maintenance Features:
  • Use the printer’s maintenance tools such as print head cleaning and alignment features regularly.

2. Proper Storage

• Keep the Printer On:
  • Leave the printer turned on or in standby mode. HP printers are designed to perform periodic maintenance when they are on, which can help keep the ink from drying out.
• Store in a Controlled Environment:
  • Ensure your printer is in a cool, dry place away from direct sunlight and extreme temperatures. High temperatures can cause ink to dry out faster.

3. Sealing the Cartridges

• Re-seal Cartridges:
  • If you need to remove the cartridges for any reason, store them in a sealed plastic bag with a damp cloth or paper towel. This helps maintain humidity around the cartridge nozzles.
• Use the Printer's Cartridges:
  • Only use the cartridges intended for your specific printer model to ensure compatibility and proper functioning.

4. Print Head Cleaning

• Run Print Head Cleaning Cycle:
  • Access the printer’s control panel and run the print head cleaning cycle if you notice print quality issues. This helps clear any dried ink from the nozzles.
  • On your printer’s control panel, go to Setup > Printer Maintenance > Clean Printhead.

5. Cartridge Care

• Avoid Touching Nozzles:
  • When handling cartridges, avoid touching the nozzles and contacts to prevent damage and drying out.
• Check Expiration Dates:
  • Ensure your cartridges are not past their expiration dates, as expired cartridges can dry out more quickly.

Troubleshooting Existing Issues

If your cartridges are already dried out, try these steps to revive them:

1. Clean the Cartridges Manually

• Remove the Cartridge:
  • Turn off the printer and remove the dried-out cartridges.
• Clean the Nozzles:
  • Dampen a lint-free cloth with distilled water and gently wipe the cartridge nozzles to remove dried ink.
• Reinstall and Test:
  • Reinstall the cartridges and run a test print.

2. Use a Warm Water Bath

• Warm Water Method:
  • Place the cartridge nozzles in warm (not hot) water for a few minutes. This can help dissolve dried ink.
• Dry and Reinstall:
  • Pat the nozzles dry with a lint-free cloth and reinstall the cartridges in the printer. Run a print head cleaning cycle and test print.

If you are facing any other issues with the printer or getting any errors. To be able to answer you effectively, we need some information.

May I have the exact product name and number? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @DawnL 

For other cartridge issues, refer to this document and see if that helps. Keep me posted.

[DawnL]

Hi thank you for the attempt to help. I must not have been clear in my description of the issue. It's not that the printer hasn't printed in a year. It's that the new (sealed in the box, never opened) cartridge was sitting there for a year. And now some more troubleshooting has revealed that it's not the ink cartridge. Not the new black ink one OR the color ones. The printer suddenly no longer correctly interprets the print job sent to it.

When I "print report" from the printer touchpad, on the status of the inks, for example, I get a perfectly-printed report in all the colors.

But, when I send a print job, it prints the page header just fine, and two crisp black lines across the page around the middle, but none of the rest of the page. Just blank. So, this very expensive printer (after very little use - the report says it has printed 473 pages total in its 2-year lifetime) is no longer able to "read" a print job properly. Infuriating.

I did try "removing" the printer from my computer and then re-installing the driver. No impact. It's the printer.

AND when I try to contact HP support, I cannot even register for an account because it does not recognize the serial number and product number PRINTED ON THE PRINTER. And (apparently) nobody works at customer service/tech support.

[Nal_NR]

Hi @DawnL,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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!