Defective ink cartridge

[SL115]

OfficeJet 8600 Pro.  While the printer is over 10 years old, I replaced the cyan cartridge with a new one purchased earlier this month.  New cartridge has an expiration date of 03/2027.  When trying to add my printer serial number, HP continually says it's an invalid serial number so I can't do much ore online.  If i put the expired Cyan cartridge back into the printer, other than saying it's empty, the printer acts normal.  New cartridge eventually generates an error message on the screen and I've done everything indicated to make sure things are working.  How do I get HP to replace this cartridge.  And I bought a 4-pack, CMYK when the cyan cartridge was purchased - are all 4 faulty?

[Max3Aj]

@SL115, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I understand you're experiencing issues with a new cyan cartridge in your HP OfficeJet Pro 8600, even though the older (expired) cartridge works without triggering an error—aside from being empty. Let's walk through some steps to help resolve this:

Check Cartridge Authenticity

Make sure the cartridge is a genuine HP product. Non-HP or refilled cartridges can sometimes cause compatibility issues.

• You can verify your cartridge here: HP anti-counterfeit | HP® Official Site

Clean the Cartridge and Electrical Contacts

Sometimes, ink or debris on the cartridge or printer contacts can cause recognition errors.

• Turn off the printer and unplug it.
• Remove the cyan cartridge.
• Gently clean the copper-colored contacts on the cartridge and the corresponding contacts inside the printer using a lint-free cloth slightly moistened with distilled water.
• Let everything dry for 5 minutes, then reinsert the cartridge.

Reset the Printer

A simple reset can sometimes clear internal errors.

• With the printer on, disconnect the power cord from the back.
• Wait 60 seconds.
• Reconnect the power cord and turn the printer back on.

Update Printer Firmware

Outdated firmware may not recognize newer cartridges.

• Download the latest firmware for your printer: Official HP® Support

Test Other Cartridges from the 4-Pack

Since you purchased a CMYK 4-pack, try inserting the magenta, yellow, or black cartridges to see if they trigger similar errors. If only the cyan cartridge fails, it may be defective. In that case, please visit the nearest HP authorized service center, the service team will check and assist you. 
Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - United States | HP® Support
(Select the country from the dropdown menu and enter the city name or pincode) 

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support

[fdavis99]

Tried all these things, still get error. I swapped the print head from my other 8620, and the error went away, so it seems the print head is defective. 

You did not address why HP Support page says the serial number is invalid. I tried the number on the back of the 8600 Edited, and the serial number from HP Smart app Edited.