HP Envy Pro - Brand New Black Ink Cartridge Error: The indicated cartridges are not communicating

[agilkes2023]

Bought a brand new Black Ink Cartridge 67XL 3YM57A and it didn't work right out of the box. It worked fine with the previous cartridges without any error. The current the error is: Cartridge Problem - The indicated cartridges are not communicating correctly with the printer. If this problem persists, replace the cartridges.

However, I had 2 other errors which make me feel that this cartridge was recycled and not properly handled before reselling it. There is no way I could of enabled any type of protection on the cartridges when I just pulled them out of the box and straight to my Envy Pro 6452 Printer. The errors include the following:

Error #1: HP Protected Cartridges Installed - The indicated cartridges can only be used in the printer that initially protected the cartridges using the HP Cartridge Protection feature, and must be replaced.

Error #2: The HP Cartridge Protection feature allows a printer owner to set the cartridges installed in their printer so that the cartridges will only work in that printer.

I am not part of the Ink Express program as I bought these at Walmart like I normally do. I've tried resetting the printer and removing and reinstalling ink cartridges with change. I've even tried the Virtual Support Chat which was not helpful.

Is buying another ink cartridge the ONLY fix? It seems like that's the only solution I've found on the forum. Does HP handle exchanges for FAULTY cartridges if your are not part of their ink program?

[A_Gayathri]

Hi @agilkes2023,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Envy Pro - Brand New Black Ink Cartridge Error:. Not to worry I will help you to get a resolution to resolve the issue.

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:

Clean the electrical contacts

Gather the following materials:

Clean, dry foam-rubber swabs or a clean, lint-free cloth

Distilled or bottled water (tap water might damage the ink cartridge or the printer)

Open the ink cartridge access door.

The carriage moves to the center of the printer.

Figure : Opening the ink cartridge access door

1. 

Wait until the printer is idle and silent before you continue.

Disconnect any cords connected to the printer, such as the power cord and USB cable.

Press down on the ink cartridge to release it, and then pull the ink cartridge toward you to remove it from its slot.

Figure : Removing the ink cartridge

1. 

   CAUTION: 

Do not remove both ink cartridges at the same time. Remove and then clean each ink cartridge one at a time. Do not leave an ink cartridge outside the printer for more than 30 minutes.

Hold the ink cartridge by its sides.

Figure : Holding the ink cartridge by its sides

1. 

Inspect the copper-colored contacts for ink and debris buildup.

Gently wipe the contacts with a dry swab or lint-free cloth until they are free of debris.

   CAUTION: 

Be careful to wipe only the contacts. Do not smear any ink or debris elsewhere on the ink cartridge.

Figure : Cleaning the contacts

1. 

Lightly dampen a clean foam-rubber swab or lint-free cloth with distilled water, and then clean the contacts.

Lightly dampen another clean foam-rubber swab or lint-free cloth with distilled water, and then clean the electrical contacts in the carriage, located inside the printer.

Figure : Cleaning the carriage contacts

1. 

Wait for the ink cartridge and carriage contacts to dry before you continue (approximately 10 minutes).

Hold the ink cartridge by its sides with the contacts toward the printer, insert the ink cartridge into its slot, and then gently push the ink cartridge until it snaps into place.

Figure : Snapping the ink cartridge into place

1. 

Repeat these steps to clean and then reinsert the other ink cartridge.

Close the ink cartridge access door.

Figure : Closing the ink cartridge access door

1. 

Reconnect the power cord or USB cable to the printer, if needed.

Turn on the printer if it does not turn on automatically.

Hope this helps! Keep me posted. 

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