HP Envy 4500

[LynneL123]

Why is my HpEnvy 4500 printer all of a sudden not recognizing the HP printer cartridges? In the middle of printing I got a message on the printer screen “incompatible ink cartridge”. It’s an HP ink cartridge, both of them, black and color. I did the trouble shooting found on line - nothing works. Why all of a sudden, and why is nothing working to fix it?

[Elohi_NR]

Hi @LynneL123,

Welcome to the HP Support Community. 

I'd like to help!

Update FIRMWARE

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the ink cartridge numbers

Make sure the cartridge model numbers match your printer and country/region.

Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

Look at the cartridge labels.

Printers enrolled in HP Instant Ink: The cartridges should be marked Instant Ink. The numbers on Instant Ink cartridges are different from standard cartridges and the cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see a Cartridge cannot be used until printer is enrolled message, go to Solve problems with Instant Ink cartridges and enrolled printers for more information.

Printers NOT enrolled in HP Instant Ink: Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.

Replace any incompatible cartridges.

NOTE:

HP+ printers require Original HP cartridges.

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.

If the error persists, clean the cartridge and carriage contacts a second time.

Replace the problem ink cartridge

Installing a new cartridge can resolve ink-related errors.

Obtain a replacement cartridge.

Printer is enrolled in Instant Ink. Replacement cartridges are part of your subscription. If you have another Instant Ink cartridge on hand, install it. Otherwise, contact HP Instant Ink support for a new cartridge.

Printer is NOT enrolled in Instant Ink. Go to the HP Store or a local retailer to find and purchase compatible supplies. HP recommends genuine HP cartridges.

NOTE:

If you have a defective HP cartridge, it might be under warranty. Go to About Original HP Cartridges for page yield and HP Limited Warranty information.

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, and then insert the new cartridge into the slot.

Repeat these steps to replace any other cartridges indicated in the error message.

Close the door or lid to the cartridge access area, and then follow any instructions to align the printer.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Hope this helps! Keep me posted for further assistance.
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!

[LynneL123]

Tried all of this - nothing works

[Elohi_NR]

Hi @LynneL123,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!