Deskjet 2630 not communicating with cartridge

[PorscheNBHS]

My DeskJet 2630 suddenly won't work with a new colour cartridge. The colour cartridge indicator on the printer front panel flashes and shows the cartridge is empty . I Googled how to reset the printer by holding down the On button then also pressing the X button. After doing this the printer magically sees the cartridge, showing it full on the display, and prints a test page successfully in colour, but as soon as the page has printed, the display once again shows the cartridge empty and won't print anything. I have even tried putting the old empty cartridge back in, but it won't recognise it anymore. I suspec that somehow the printer and the cartridge have become incompatible. Possibly the region code has changed, but that's just a guess. I am in the UK and the cartridge is a HP 304XL, brand new. Can anyone help?

[Nal_NR]

Hi @PorscheNBHS,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are facing issues with cartridge errors.

Update the Firmware. Click here

If you have performed all the steps from this document and still having issues, either the cartridge is faulty or the printer needs to be checked. 

Keep me posted for further assistance.

Please click “Accepted 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!

[PorscheNBHS]

Thank you for your prompt reply. 

The printer firmware is up to date. I have followed all the steps in the document you referred to, multiple times, as each agent I have communicated with at HP has advised exactly the same. Today I took delivery of a new, expensive colour cartridge from the HP store based on the advice of an HP agent, and it has made no difference - the printer does not recognise it. 

I have been through so many things with the different Techs on HP WhatsApp - all sorts of key combinations on the printer front panel - and none of them have made any difference. I am at the end of my tether with this printer.

[Nal_NR]

Hi @PorscheNBHS,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above. This could be an issue with the printer itself.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[PorscheNBHS]

I have given up any hope of printing in colour with this printer. All solutions suggested by HP have failed. The final word from HP Support was that printer is broken and needs to be repaied or replaced. That may well be, but I have two issues with the advice I was given: First, I was advised to purchase a new colour cartridge. These are not cheap, but I bought one from the HP store and it made no difference. Second, as I told many HP staff, the key combination of ON+CANCEL results in a test print  which successfully prints in colour. This works for the new HP cartridge but also the previous compatible cartridge which HP told me had expired. Once the test print is completed the display panel once again shows the colour cartridge as not communicating and the printer cannot print in colour.

In summary, apart from the wasted time I have spent on this, I am upset at the cost of two cartridges I purchased, which are clearly OK as witnessed by the test print, and I can only come to the conclusion that some technology in the printer is rejecting the cartridges on the basis that they might not be genuine HP.