HP Envy 4507 giving incompatible cartridge error with HP original 301 cartridge

[FJM234]

I have an HP Envy 4507 printer.  I have always used original HP inks, accepting the high cost for the convenience of avoiding incompatibility issues.  I don't subscribe to Instant Ink, but buy cartridges as and when I need them.  The latest black cartridge - as far as I can tell an original HP 301 that was still sealed in original packaging with an expiry date of Nov 2024 - throws an incompatible cartridge error.  I have tried all the tips I can find on line - switching off, waiting, reinstalling the cartridge, etc, etc to no avail.  The only way around this seems to be to turn off the incompatibility option in settings, but that demands a user name and password that I do not have, have never set and cannot find anywhere in the printer documentation.  I am running the printer over wifi from a MacBook, OS 13.3.1 (not on the list of operating systems above which seems significantly out of date!).  Can anyone help?

[Bob_Headrick]

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" (unless your printer still is in warranty.  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.

[FJM234]

I bought a second new cartridge and that one works.  Now to report the faulty one - why do I suspect it will be a lost cause?! 

[Bob_Headrick]

Rather than assume the worst please go through the steps I gave above. 

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.

[FJM234]

I did as you suggested, and have a case number dated 25 April 2023.  That is now nearly a week ago - I have heard nothing and can see no way of chasing or escalating it.  Is there an option somewhere that I have missed?

[Bob_Headrick]

I will ask to have your case escalated.  I would expect an HP agent will respond in the thread here, then  move the discussion to Private Mail.

[Rainbow23]

Hi @FJM234,

Welcome to the HP Support Community. 

This issue might require one on one interaction over the phone to fix it.

I've sent you a private message with the steps to talk to HP Support. 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

Take care and have a great day ahead!