HP ENVY 4500 Black ink says it needs to be replaced

[subaes]

just purchased new ink (61 XL COMBO BLACK AND TRICOLOR) for my ENVY 4500. i went to install both cartridges and the display says "The following ink cartridge needs to be replaced..... BLACK INK SYMBOL" the tri color is working properly and showing full. i cant seem to get the black ink to work and i did the troubleshooting steps and cleaned the copper contacts on both ends, reset printer, etc, etc. sometimes there will be a notification that says "the ink is incompatible with the printer" im not sure what the next steps are..... 

[Jay_G24]

Hi @subaes,

I'd like to help!

If you have already performed the steps from the document Error Indicates Faulty Ink Cartridge and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps!

And, Welcome to the HP Support Community. 

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