Defective ink cartridge

[Snoopykath]

I just replaced the black ink cartridge with a new one that I purchased in December 2024 from Sam's Club, and it doesn't work at all.  It is beyond the time period it can be returned, and it is part of a 2-pack including a color cartridge which I had installed previously and that is working fine.  Do I have any recourse for getting either a refund or a replacement cartridge?

[Hawks_Eye]

Hi @Snoopykath 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like you're dealing with a frustrating issue where your HP ENVY 6458e isn't recognizing the new black ink cartridge. Here are some steps to troubleshoot:

1. Check Cartridge Installation

• Remove the black ink cartridge and reinstall it firmly.
• Ensure the cartridge is seated correctly in its slot.

 

2. Clean the Cartridge Contacts

• Turn off the printer and unplug it.
• Open the ink cartridge access door.
• Remove the black ink cartridge.
• Use a lint-free cloth slightly dampened with distilled water to gently clean the copper-colored contacts on the cartridge and inside the printer.
• Allow the contacts to dry for a few minutes.
• Reinstall the cartridge, close the access door, plug in the printer, and turn it on.

 

3. Run the Printhead Cleaning Utility

• Open HP Smart or HP Printer Assistant.
• Navigate to Printer Maintenance > Clean Printhead.
• Run the cleaning cycle multiple times if necessary.

 

4. Perform a Printer Reset

• Turn off the printer.
• Disconnect the power cord from the printer and the wall.
• Wait 60 seconds, then reconnect and turn it on.

Let me know if you need help with any of these steps!

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Take care, and have an amazing day!

Regards, 

Hawks_Eye