Cartridge Error

[GalacticaGoth]

I recently bought a two-pack of ink cartridges for my HP Envy Photo 7120, and installed the black and tri-color cartridges. The black ink is working just fine, but the printer says the tri-color cartridge is incompatible, even though it came from the same package. I bought the HP 64 cartridges, which say they are compatible with the 7200 series. 

Could this be a faulty cartridge? If so, how do I get a replacement? I bought these cartridges recently. 

[A_Gayathri]

Hi @GalacticaGoth,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue you're describing suggests the tri-color cartridge may indeed be faulty, even though it's the correct model. Here's how to troubleshoot and address the problem:

Troubleshooting Steps:

Check Cartridge Model and Packaging:

• Ensure the tri-color cartridge is an HP 64 or HP 64XL. Confirm it says "compatible with HP Envy Photo 7120" on the packaging.
• Verify it hasn’t been mislabeled or tampered with.

Reinstall the Cartridge:

• Remove the tri-color cartridge.
• Inspect the copper contacts and the nozzles for any dirt, damage, or protective tape that may not have been fully removed.
• Clean the copper contacts gently with a lint-free cloth and distilled water if dirty.
• Reinsert the cartridge and ensure it clicks securely into place.

Reset the Printer:

• Turn off the printer and unplug it for 2–3 minutes.
• Plug it back in, turn it on, and check if the issue persists.

Update the Printer Firmware:

• Sometimes, an outdated firmware version can cause cartridge compatibility issues.
• Update your printer's firmware using the HP Smart app or by downloading it from the HP Support website.

Test the Tri-Color Cartridge in Another Compatible Printer (Optional):

• If you have access to another HP Envy Photo 7120 or 7200-series printer, test the cartridge to see if the issue is specific to your printer.

I hope this helps. 

Take care and have a good day.

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