I have a brand new HP cartridge expiration sep 26 which gives me a communication error I need replac

[bg137]

The new HP cartridge causes a communication error.  The old one does not.  I have cleaned the contacts, reset the printer, and tried single cartridge mode.  I am still getting the error with the new cartridge.  I would like to get the cartridge replaced.

[bg137]

I can't find a way to talk to a person to get the cartridge replaced.  Any suggestions

[Max3Aj · Accepted solution]

@bg137, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I understand you're experiencing a communication error with a new HP ink cartridge (exp. Sep 2026) on your HP ENVY Photo 7855, while the old cartridge works fine. You've already tried cleaning contacts, resetting the printer, and using single-cartridge mode, great troubleshooting steps!

Let’s go through a few more steps to help resolve this issue:

Verify Cartridge Authenticity

Make sure the cartridge is a genuine HP product. Counterfeit or refilled cartridges can cause communication errors.

• Use the HP Cartridge Authentication Tool to verify. HP anti-counterfeit | HP® Official Site

Update Printer Firmware

Outdated firmware can cause compatibility issues with newer cartridges.

• Download the latest firmware for your printer from the HP Software and Driver Downloads page. Official HP® Support

Power Reset the Printer

A full power reset can clear internal memory issues.

• With the printer on, unplug the power cord from the back.
• Wait 60 seconds.
• Plug it back in and turn the printer on.

Clean Cartridge and Printer Contacts Again

Even a small amount of residue can cause issues.

• Use a lint-free cloth slightly dampened with distilled water.
• Gently clean the copper-colored contacts on the cartridge and the corresponding contacts inside the printer.
• Let everything dry for 10 minutes before reinserting.

Try the Cartridge in Another HP Printer (if available)

This helps determine if the issue is with the cartridge or the printer.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support