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HP Recommended
HP ENVY 5534 e-All-in-One Printer
Microsoft Windows 11

Hi I've purchased replacement inks for my printer which I've owned for several years but it says the black cartridge is not compatible yet it's brand new, came as a black and colour twin pack and the colour works fine.

Support bot won't understand I need to get a warranty replacement and I can't return to store as purchased from Amazon and support is directed to hp website bots.

Can someone advise me please 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@575770

 

This might require one on one interaction to fix the issue.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

 

I hope this helps resolve this issue completely.

Cheers.

Sandytechy20
I am an HP Employee

View solution in original post

4 REPLIES 4
HP Recommended

@575770

 

Welcome to the HP support community.

 

I understand that you are getting a cartridge error, I am glad to assist you.

Reset the printer

  • Reset the printer to recover from printer errors or failures.
  • If your printer has a rechargeable battery, remove it.
  • With the printer turned on, disconnect the power cord from the printer.
  • Unplug the power cord from the power source.
  • Wait 60 seconds.
  • Reconnect the power cord to a wall outlet and to the printer.
  • NOTE: HP recommends plugging the printer directly into a wall outlet.
  • Turn on the printer to complete the reset.

Clean the ink cartridge and carriage electrical contacts

  • Remove any debris or buildup from the contacts on the cartridges and in the carriage.
  • Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
  • Remove the cartridge indicated in the error message from the carriage.
  • Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.
  • Removing the ink cartridges with latches from the carriage
  • Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.
  • Removing the ink cartridges from the carriage
  • Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.
  • CAUTION: Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.
  • Removing tape from the ink cartridge
  • Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.
  • Cleaning the ink cartridge contacts
  • Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.
  • Cleaning the contacts in the carriage
  • Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.
  • Repeat these steps for the other cartridge if it was indicated in the error message.
  • Close the door or lid to the cartridge access area.

Refer to this HP document for further assistance:- Click here

 

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

HP Recommended

Hi Sandytechy20 

Thanks for the reply 

I have done as advised and still same occurred.

Printer informs me it's an incompatible cartridge yet it's identical to what was there before and is a genuine cartridge.

If I replace the old one back in it duly informs me it's out of ink once more.

I'm going to have to purchase another as I need it to work.

Kind regards

 

 

HP Recommended

@575770

 

This might require one on one interaction to fix the issue.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

 

I hope this helps resolve this issue completely.

Cheers.

Sandytechy20
I am an HP Employee

HP Recommended

Hello - I am having the exact same issue as this other customer where I am suddenly receiving an error message saying "incompatible ink cartridge". These are the same ink cartridges that I have been using for years since purchasing the printer. It was in the middle of a print job when this error came on (so it is not a compatibility issue). I replaced both color & black cartridges and still the error occurred. I unplugged & reset the printer several times as well as cleaning the inside of the printer, still the same error is occurring and I cannot print. Please help.

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