Genuine HP cartridge suddenly not recognised

[alandval]

My HP Envy 5532 has suddenly stopped recognising my colour ink cartridge. It is a genuine HP cartridge and was working OK - cartridge is approx half full. Was away on holiday and since then I get the incompatible ink cartridge message. (the black ink cartridge is OK). Replacing the old colour cartridge with a new full one works (so it is not a printer problem ?). I have tried wiping the old cartridge to clean it, but that fails to make any difference. Any suggestions welcome - as I don't want to just throw the old cartridge away and am worried that I might get the same problem again in future

[sandytechy20]

@alandval

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.

[alandval]

Followed the suggestions in your reply - but still get message about invalid cartridge. I have again replaced the failing cartridge with an identical (full) one and this works OK - so the problem appears to be with the cartridge itself rather than the printer and its connections

[LilOtter]

I've got a similar issue but with a brand new cartridge. So now I'm faced with buying another brand new cartridge, fearful that that will be a waste of money. Glad your situation got resolved.

[Bob_Headrick]

I would suggest you remove the cartridge and clean the cartridge and mating printer's electrical contacts with a damp lint-free tissue.  A clean, damp coffee filter works well for this.

If the above does not resolve the issue the cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

[LilOtter]

Thank you for your suggestion; unfortunately, it did not work. I have cleaned the cartridge and contacts, more than once, and it made no difference. I've also rebooted the printer and computer a few times and even uninstalled and reinstalled the printer. Nothing has made any difference.  Quite frustrating. I guess I'll buy a new cartridge, again, and see if that works. If it doesn't, I guess I'll need to check out BTS sales for printers.  I have a full black ink cartridge and nothing for color, so of course, the printer doesn't work t all. 

I will definitely look into the warranty coverage for cartridges--I didn't know that cartridges had a warrranty.

Thanks again for your help.