Defective new printer ink cartridge

[Fane]

We purchased HP printer 63XL ink cartridges in a combo pack of black and color. when we installed the new cartridges and tried to print documents. We got a message that the cartridge was not communicating with the printer. we went on-line to trouble shoot the problem and learned that we might need to clean the contacts with a lint-free cloth which we did, but that did not solve the problem. In looking at the ink levels on the printer dash board the black level showed full but the color cartridge did not show any level. we reinstalled the old color cartridge as a temporary fix and everything worked fine, leading to the conclusion that the new color cartridge we installed was defective out of the package, so we are looking for you to send us a replacement 63XL color cartridge to replace the defective one.

Thank you

[Sneha_01]

Hi @Fane,

Welcome to HP Support Community.

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

It sounds like you’ve done a thorough job troubleshooting the issue with your new HP 63XL color ink cartridge. Here’s a detailed guide on how to handle this situation and request a replacement for the defective cartridge:

1. Confirm Cartridge Defect:

• Verify Cartridge Status:
  • Make sure that the issue is indeed with the new cartridge. If your printer works with the old cartridge and not the new one, it’s likely that the new cartridge is defective.

2. Recheck Troubleshooting Steps:

Clean Contacts Again:

• Double-check that you cleaned the cartridge contacts and printer contacts with a lint-free cloth. Ensure no moisture or residue is left.

Reinstall Cartridge:

• Remove and reinstall the new cartridge, making sure it is seated correctly in the printer.

3. Check for Firmware Updates:

• Update Printer Firmware:
  • Ensure your printer’s firmware is up-to-date, as sometimes updates can resolve compatibility issues with new cartridges.
• Follow Return Instructions:
  • If instructed by HP or the retailer, return the defective cartridge. They may provide a prepaid return label or instructions on how to send it back.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support