Defective ink catridge

[Eunice82]

An new ink catridge that is not being detected by the printer, indicator says that it is empty eventhough it is a new one and came from a sealed box of HP.

[Garp_senchau]

@Eunice82, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Restart the Printer

• Turn off the printer. Unplug the power cord from the printer and the wall outlet.
• Wait for at least 60 seconds. Plug the power cord back in and turn on the printer.

Run HP Print and Scan Doctor (Windows only):

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.

Update Printer Firmware

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Also, you may refer this guide: HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped you or made things easier, I’d truly appreciate it if you could mark it as an Accepted Solution! ✅ This not only helps others find the right fix faster but also spreads the support. 💙 And if you found my reply helpful, tapping "Yes" on "Was this reply helpful?" means the world- it ensures more people get the solution they need! 🌟 Your small action can make a big impact! 💪😊

Regards,

[Eunice82]

Hi, thank you for this reply.  Sorry for the late revert, though.  There is no problem with the printer, because we replaced the new ink cartridge with a new one again, and it worked.  It seems that the cartridge does not contain any ink, even though it seems full because it is still heavy compared with an empty cartridge.  when we loaded it to the printer, the ink status is still empty that's why we replaced it again with a new one.  how do we report this kind of thing to HP since we believe the company adheres to quality of its product.  thanks.

.

[Garp_senchau]

Hey,

Thank you for the feedback, and I’m sorry for the inconvenience. Could you please let us know where you purchased the cartridges from? This will help us look into the issue further.

Take care and have a good day. 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards,

[Eunice82]

Thank you for the reply.  I bought the ink cartridge in one of the HP franchise store here in SM Mall, Sto, Tomas, Batangas, Philippines.  The name of the store is JONOCOTECH, Inc., they sell exclusively HP products and accessories.  I approached them regarding this defective item, but it seems they could not do anything.  What I was after was for HP to have a check on their product quality so this things could not happen again and also the item is not that cheap that you could let it pass that easily, how about it all cartridges that I will be purchasing in the future, will have this kind of problem.  May I also know, why this thing could happen, does the products expires?  If it does, how many months does it expire?  thank you.

[Kuroi_Kenshi]

Hi @Eunice82,

Welcome to the HP Support Community! 

We're here to help you tackle that hardware failure! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

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We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,