Defective HP 62XL Tri-Color Cartridge

[fernandezjm]

Bought two 62xl color cartridges a year ago and the first one finally ran out three weeks ago. I installed the second cartridge and only the pink looking hue printed. I tried every technique I found in your recommended fixes and tried everything I could. I've had this printer for several years and have never had this problem with a cartridge. I bought a 62 tri-color at the base to get us by for now. But we would like to send you the XL one and get another XL in its place. I think I ordered from you originally. THanks.

[Raj_05]

Hi @fernandezjm,

Welcome to the HP support community.

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

Please help us with the Printer serial number or the product number on a private message for further assistance.

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

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.

Alden4
HP Support 

[Raj_05]

Hi @fernandezjm,

Thank you for your response, 

If you believe that your HP ENVY 7640 e-All-in-One Printer is experiencing issues with a defective HP 62XL Tri-Color Cartridge, you can try the following steps to troubleshoot the problem.

• Check for Error Messages: Look at the printer's display or your computer's screen for any error messages or notifications related to the cartridge. This can help identify the specific issue.
• Inspect the Cartridge: Take out the tri-color cartridge from the printer and visually inspect it. Look for any visible defects, leaks, or damage to the cartridge.
• Clean the Contacts: Sometimes, poor electrical contacts between the cartridge and the printer can cause issues. Turn off the printer, remove the cartridge, and gently wipe the electrical contacts on both the cartridge and the printer with a lint-free cloth. Reinsert the cartridge securely.
• Check for Expiry Date: Ensure that the cartridge is not expired. Cartridges have an expiration date printed on them, and using an expired cartridge can lead to issues. If it's expired, replace it with a new one.
• Run a Printer Self-Test: Many printers have a self-test or diagnostic function that can help identify cartridge issues. Refer to your printer's manual for instructions on how to run a self-test.
• Update Firmware/Drivers: Ensure that your printer has the latest firmware and drivers installed. Sometimes, updating the printer's software can resolve compatibility issues with cartridges.
• Try a Different Cartridge: If you have access to another HP 62XL Tri-Color Cartridge, try inserting it into the printer to see if the problem persists. This can help determine if the issue is with the cartridge or the printer itself.

Remember to follow safety precautions when handling printer cartridges and avoid touching the print head or contacts with your fingers. Additionally, always use genuine HP cartridges for the best performance and to avoid potential issues with third-party or refilled cartridges. 

If you would like to thank us for our efforts to help you, please go to the public post and click on "Accepted Solution" and give us a virtual high-five by clicking on the "Thumbs Up" icon.

Take care and have a great day ahead!

Alden4
HP Support

[fernandezjm]

Thank you Aldenr4. I've done all that you recommended. And it still does not work. I did replace it was a HP 62 Tri-Color Cartridge that works just fine in the same slot. It is not an XL type, but that should not matter. I'd like to return the defective product to you. I bought from you. Let me know how to do this? Thanks.

[Raj_05]

Hi @fernandezjm,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support