Envy 5534 cartridge error new cartridge

[575770]

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 

[sandytechy20]

@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.
• 
• Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.
• 
• 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.
• 
• Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.
• 
• Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical 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.

[575770]

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

[sandytechy20 · Accepted solution]

@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.

[LauraNY13]

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.