I purchased brand new ink cartridges that do not work. My printer says the cartridges are empty.

[michellej3913]

I recently replaced the ink cartridges and my Hp Ency 5500 gave a message that the cartridges were empty and need to be changed. I use cartridge 65 color and black ink.

[Sneha_01]

Hi @michellej3913,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP Envy 5500 is indicating that the new ink cartridges are empty, despite being brand new, it can be due to several issues. Here’s a step-by-step guide to troubleshoot and hopefully resolve the problem:

1. Check Cartridge Installation

1. Turn On the Printer: Ensure the printer is powered on.
2. Open Cartridge Access Door: Open the door to access the ink cartridges.
3. Remove and Inspect Cartridges:
   • Remove the new cartridges.
   • Ensure that any protective plastic or tape has been removed from the cartridges.
   • Check the cartridges for any visible damage.
4. Reinstall Cartridges: Reinsert the cartridges firmly into their slots. They should click into place.

2. Check Cartridge Compatibility

1. Verify Cartridge Number: Confirm that you are using the correct cartridges for your printer model (HP 65).
2. Use Genuine HP Cartridges: Ensure that the cartridges are genuine HP cartridges, as third-party or refilled cartridges might not be recognized properly.

3. Clean Cartridge Contacts

1. Turn Off and Unplug the Printer: For safety, turn off the printer and unplug it from the power source.
2. Remove Cartridges: Take out the ink cartridges.
3. Clean Contacts:
   • Use a lint-free cloth lightly moistened with distilled water to clean the electrical contacts on the cartridges and inside the printer.
   • Let everything dry completely before reinstalling the cartridges.

4. Perform a Printer Reset

1. Turn Off the Printer: Press the power button to turn off the printer.
2. Unplug the Printer: Disconnect the power cord from the wall outlet and from the back of the printer.
3. Wait: Leave it unplugged for about 60 seconds.
4. Reconnect and Power On: Reconnect the power cord and turn the printer back on.

5. Update Printer Firmware

1. Open HP Smart App: If you have the HP Smart app installed on your computer or mobile device, open it.
2. Check for Updates: Look for firmware updates for your printer and install any available updates.

6. Check for Ink Cartridge Errors

1. Ink Cartridge Error Message: Refer to the printer’s display or the HP Smart app for specific error messages and follow the recommended troubleshooting steps.
2. Replace with Another Set: If you have another set of cartridges, try replacing them to see if the issue is with the specific cartridges.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[michellej3913]

What do I need to do to get replacement ink cartridges or a refund? I have been to Walmart where I purchased the ink, and they will not give a refund, but instructed me to contact HP. I have already purchased replacement cartridges and would like a refund or additional replacement cartridges. I have the receipt, cartridges and box.

[Sneha_01]

Hi @michellej3913 

I'm sending out a private message to assist you with the next course of action. 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.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support