HP ENVY 4500 - incompatible cartridge message on printer

[OzmeisterO]

Hi. I've purchased a new, genuine HP, 301 Black cartridge and the printer is showing the error.  I've cleaned, air dusted, power off, unplug, checked drivers and firmware are up-to-date, and still cannot clear the incompatible cartridge error. If I put the old cartridge back in it recognises it fine. I thought the new cartridge might be faulty so I bought another (genuine HP) one and have the same problem. Please can you help as this is seriously inconvenient and expensive now I've had to buy 2 new cartridges which don't work!

[Anand_Andy]

Hi @OzmeisterO,

Welcome to the HP Support Community

I understand you are facing an ink cartridge issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the printer prior to the issue?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Inkjet printers - Ink cartridge errors

Hope this helps! Keep me posted.  

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[OzmeisterO]

Thanks for the response @Anand_Andy.  There were no changes to the printer before the error appeared - I simply inserted a new genuine 301 cartridge and got the 'incompatible' error message.  If I put the old cartridge back in it recognises it fine.  I also tested with a second new genuine cartridge and got the same error.  It's almost like HP have changed something in the cartridges since I got the previous one 18 months ago.

I've done the following as suggested:

1. Pulled out the power cord, ensured all the power was drained, plugged it back in directly to the wall outlet and turned it on.
2. Checked and the firmware is already up-to-date.
3. Checked I'm using the correct cartridges (301).
4. Cleaned the cartridge and carriage electrical contacts.

Unfortunately the issue is still there and I'm unable to use the printer.  I'm really hoping you can help as this is really inconvenient and I need to print some documents urgently.

[OzmeisterO]

I've also just compared the cartridges and they look identical.  The only difference appears to be the code underneath.

The old one has "PET-GF15,PUR" with "FF30" in the little circle.

The other has "PET-GF15," with "SC14" in the little circle.

No idea if this is helpful or relevant!

[OzmeisterO]

Hi Andy - any more ideas please as the previous suggestions have not resolved the issue.

[Anand_Andy]

@OzmeisterO,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!