HP printer does not recognize new HP ink cartridge

[Tom21g]

I have a HP Envy 6255 printer. I'm running Windows 11.

I've always bought and used HP genuine ink cartridges. 64XL tri-color and black.

When printing in black, some letters began to misprint (partially printed characters).

I had ink remining in the black ink cartridge but wanted to try a new cartridge to see if that fixed printing.

I had the new genuine cartridge for maybe a couple of months (as backup, to have when needed).

So I exchanged the old HP black ink cartridge with the new one, and the printer tells me it's not communicating:

When I put the old cartridge back, there is no problem.

Can someone suggest a solution for this? These cartridges are expensive.

Thanks and regards,

Tom

[Nal_NR]

Hi @Tom21g,

Welcome to the HP Support Community. 

I'd like to help!

To assist you better, we would need some information.

Are you enrolled in instant ink?

Meanwhile, follow the steps from this document here and see how it goes. 

Hope this helps! Keep me posted for further assistance.
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[Tom21g]

Thank you for the reply.  I'll try the link you provided later today.

I do not use Instant Ink, but I purchase all my HP ink cartridges through the HP Smart app on my Windows 11 pc.

I just received a new set of black and tri-color cartridges and I'll try both of those today, to see if the

printer has a problem communicating with them.

What's my resolution if I buy an ink cartridge from HP through HP Smart and it can't work in my printer?

(assuming older cartridges DO work; just a new one does not)

Can I return the cartridge for a refund or a replacement?

[Nal_NR]

Hi @Tom21g,

Thanks for your reply, appreciate it. Take your time and keep me posted. Have a great weekend. I you wish to return the cartridges, 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