Defective HP 64 Black Ink Cartridge

[SDL3]

My issue is with an real authentic (OEM) HP 64 Black Ink Cartridge. I only use HP branded ink cartridges.

The printed page resulted in faint and uneven characters. After going through the on-line/virtual troubleshooting cleaning procedure, the black print became fainter to non-existent. As suggested, I then replaced the HP 64 Black Ink Cartridge with a new HP cartridge and the printed black characters are fine. The initial and replaced HP 64 Black Ink Cartridge are HP products and the faulty cartridge has an expiration date of 2026/01/29.

Can you please send me a replacement?

[Raj2111]

Hi @SDL3 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, I'm sorry to hear that you're experiencing issues with your HP 64 Black Ink Cartridge despite using a genuine HP cartridge. It can be frustrating when things don't work as expected, especially when you've already tried cleaning and troubleshooting.

Since you've replaced the faulty cartridge with a new one and the print quality has improved, it seems the issue might be isolated to the initial cartridge itself. Even though the cartridge is within its expiration date, there are a few factors that might have caused this problem:

Ink Cartridge Defect: Occasionally, even genuine HP cartridges can have manufacturing defects that affect the ink flow or quality of the printing.

Clogged Printhead: Sometimes, despite the cleaning process, the printhead may still be clogged or partially blocked, especially if the ink dried up on it due to a period of inactivity.

Ink Quality or Air Bubbles: There may have been issues with the ink quality in that specific cartridge, such as air bubbles or a faulty ink seal, which might have caused uneven distribution of ink.

Deep Cleaning of the Printhead: Go into the printer's settings and perform a deep cleaning or multiple cleaning cycles to ensure the printhead is thoroughly cleaned.

Check Ink Cartridge Slot: If the ink cartridge was installed improperly or there is any debris in the slot, it may affect performance. Try removing the cartridge, inspecting the slot, and reinstalling the cartridge.

Try a Printhead Alignment: After installing a new cartridge, make sure the printer performs an alignment. This ensures that the printhead is properly calibrated.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[SDL3]

Hi,

Thanks for your quick reply. I agree with you that my issue is isolated to the initial cartridge since the replacement works fine.

Thanks for the list of suggested factors that might have caused my problem but, in fact, I did execute the HP ENVY Photo 7800 Print Quality Toolbox suggestions before replacing ink cartridge as follows:

• Print a Print Quality Report
• Align Printhead
• Clean Printhead (3 times)

without any improvement. If you desire, I can send you the faulty HP ink cartridge for your inspection. Also, please note that the HP Web utility showed that the faulty ink cartridge was 3/4 full.

Unless you have additional steps for me to complete, can you please send me a replacement HP 64 Black Ink Cartridge. Thank you for your help in this matter and I'm looking forward to your reply.

Sincerely,

Spencer

[SDL3]

Hi Raj2111,

Thanks for your reply and keeping you posted on my situation. It seems that from your reply that my problem is due to a Ink Cartridge Defect and I agree with you.

Since you are an HP employee, can you please provide me with the procedure for replacing my defective HP 64 Black Ink Cartridge since this cartridge is within it's expiration date and is about 3/4 full of ink.

Again, thanks for your help and I'm looking foward to your reply.

Sincerely,

Spencer

[A_Gayathri]

Hi @SDL3,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!