Faulty HP 65XL Cartridge

[raulb1]

Hi,

I installed a brand new HPXL 65 cartridge in my HP Envy 5055 printer. The printer recognized the cartridge as genuine but the black ink would not print. I cleaned and aligned the cartridge. Followed the instructions from https://support.hp.com/nz-en/document/ish_1721989-1461843-16 but the black would not print. Did this troubleshooting for two hours but nothing worked. Finally I put in a another brand HP 65XL cartridge and everything worked. Clearly first cartridge was faulty. 

How do I get a replacement for the faulty cartridge?

I had bought that cartridge originally from Staples.

[Betty0610]

@raulb1

Welcome to the HP Support Community.

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: https://www.hp.com/us-en/contact-hp/ww-phone-assist.html

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

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Thanks!

Have a great day!