HP Envy 7640 ink cartridge issue

[LittleBlue]

I've had this HP ENVY 7640 for a few years and it was working fine. I went to go put a new black ink cartridge and tri-color cartridge in  as they ran out. 

The printer recognizes the tri-color cartridge ( that I bought 1-2 years ago) but the brand new black cartridge is not recognized. 

I get "Ink Cartridge Problem" - "Remove and reinstall the indicated ink cartridge , making sure it is correctly install stalled and click ok"

I did that a number of times in addition tp :

-I cleaned the contacts of the cartridge

-I bought a new cartridge 

-I did a partial reset on the printer

-I did a semi-full reset on the printer. 

-I made sure I was up to date with the firmware, which I was

One thing that did work, was if I put the old cartridge in, the printer recognizes that. 

I then did a cleaning, and alignment as well, but it won't recognize the new cartridge. 

My guess is it's not a printer issue per se- but an ink cartridge compatibility one. 

I've only used HP brand ink cartridges since I bought this and wondering if they changed something. 

[LittleBlue]

got in touch with HP support other than taking my name and number 3 times, they weren't much help, they said I should get a new printer, but couldn't tell me what the issue is. 

They also told me "never has it been a better time to get a new printer" .   I feel lucky... 

I may try a non hp cartridge to confirm. 

[Nal_NR]

Hi @LittleBlue,

Welcome to the HP Support Community. 

I'd like to help!

Perform the steps from this document and see how it goes.

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!

[LittleBlue]

Step 2 is

If your printer has a rechargeable battery, remove it.

How do I know if this has a rechargeable battery ? 

Every other step in that document I have already done, 3-4 times. 

[Nal_NR]

Hi @LittleBlue 

I appreciate you taking the time to run those steps. However, if you do not have a rechargeable battery, you may ignore that step.

So, what is the current scenario? Did it work or are you still facing issues?

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!

[LittleBlue]

the issue still remains. 

New cartridges are not recognized, while old ones are. 

Went through a number of troubleshooting steps documented in support. 

I've unplugged the printer for multiple hours in hopes of resetting it. 

I do not know if this has a removable battery or not, If there is one, where is it located and I can check. 

[LittleBlue · Accepted solution]

I was on with HP support and they couldn't help. 

I ended up getting non HP ink cartridge, and it worked. 

So the solution would be not to use HP ink.. 

I had been purchasing HP ink only , but am happy that I will buy non hp ink for $30 less a cartridge that will work.