HP Tri Colour Ink - "Problem with cartridge" Brand new!

[Syraxis]

Hi,

I purchased a pack of genuine, HP 302 Black and Tri-Colour Ink cartridges from Amazon, as both needed replacing in my printer as they had run out completely. They arrived in perfect, unopened condition (both box and cartridges wrapped as expected), and I popped them both into the printer not expecting any issues at all....

The black cartridge behaved as expected, works totally fine (as far as I can tell anyway, it's being detected and shows an Ink level on screen) but the Colour ink cartridge immediately demands that I remove and replace the cartridge with the error "Ink cartridge Problem".

I removed it and reinstalled it, no joy. So then i came online and followed the HP Virtual Support bots troubleshooting advice.

• I have removed the cartridge several times and reinstalled it
• I have performed a "power cycle" by unplugging the printer for 60 seconds and turning it back on
• I have checked to make sure there are no firmware updates (it's on the latest version)
• I have cleaned the copper contacts on both the cartridge AND inside the printer with distilled water, and taken an up close photo of said contacts to zoom in and check for damage, they look completely fine when compared to the black cartridge contacts.
• I have cleaned the contacts several times now
• I do NOT have another new cartridge to try to see if the "cartridge" is bad, and I won't be buying one either :), the printer worked with the last set of cartridges and won't work with this one, clearly the cartridge is bad and I shouldn't need to buy a new one just to test the theory, these cartridges are not cheap.
• Interestingly, the cartridge is under warranty, but when following the information of the limited warranty information page, and clicking "contact us" when it tells you how to make a claim,  the support page offers no further path towards making a claim whatsoever.

So, with all of those steps taken, does anyone have any advice they can offer? Or a direct link to the limited warranty claim form so that i can send this back?

Thanks in advance

Dale

[Kumar0307]

@Syraxis, Welcome to the HP Support Community! I’m here to help.

I see that you are getting an error for the color ink cartridge. Make sure you are using HP ink cartridges.

Check if the ink cartridges are properly inserted in the printer, you may refer to - Replace HP inkjet printer cartridges

Kindly perform the steps mentioned in this document - Ink cartridge error

Insert the old ink cartridge(if available) and check if the error persists. If not, then the new one is defective.

If the error persists with 2 different ink cartridges, it could be an issue with the printer.

Please reach out to the HP Technical Support team in your region regarding the replacement options (under warranty). 

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill out the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes, you may use this link to find the phone number of the regional HP Support team: HP Phone Assist Worldwide

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Syraxis]

Hi there,

Thanks for your reply, but it is evident that you clearly did not read my original post!

Had you done so, you would have known I have already done everything you said (as prompted by the HP Virtual Support Bot), with the exception of buying a SECOND new ink cartridge to test, if my car breaks down should I buy a new car to confirm the old one doesn't work? No.

The previous cartridge works fine, the new one doesn't. The one thing I haven't done is a complete factory reset of the printer, as I am unable to confirm if the Envy 4520 uses "cartridge protection" in which case a factory reset would likely "lock" my working black cartridge out too and leave me with no working cartridges,

[Kumar0307]

@Syraxis, I have read your post completely.

I did not mention buying a new ink cartridge. This thread will be viewed by other community members who have a similar issue. I have attached the documents for their assistance.

If you read my post, I have also mentioned, contacting the HP Support team for replacement options for the defective ink cartridge under warranty norms.

Keep me posted for any other assistance.