Incompatible Cartridge Error when Genuine HP Ink cartridge is used - HP ENVY 4502

[AshRK]

Hi, 

I'd really appreciate if someone can help me.

I purchased Genuine HP 301 2 pack cartridge for my HP ENVY 4502 but I'm getting "The indicated cartridge(s) are not intended for use in this printer" error message. 

I've tried everything suggested by virtual agent troubleshooting but unable to get rid of the error. 

The printer seems to accept the Tri-colour cartridge on its own but does not like the Black cartridge of the same pack. However, upon replacing the new black cartridge with my old one the printer seems to run without any issues (now of course old black cartridge is empty).

I'm reading few threads regarding regionalisation but I've been using the printer for at least 5 years with 301 cartridge and not sure if it is something to do with it.

Thanks 

Ash

[Echo_Lake]

 @AshRK

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, 
I understand you are getting this error on the printer screen and I appreciate your efforts to try and resolve the issue. If you have already performed the steps from the document Ink cartridge errors: https://support.hp.com/in-en/document/c04100778 and the issue persists, it could be a hardware failure. 

Please reach out to the HP Support in your region regarding the service options for your printer. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/    
         

Hope this helps! 
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[AshRK]

Hi Echo_Lake, 

Thank you for you reply.

No, the steps have not solved my problem. I have also mentioned that if I switch back to my old cartridge the print functions normally which indicate that the printer does not have hardware issue. It is the cartridge that looks like is faulty. 

Could you further assist on how to get the new cartridge working?

Kind regards, 

Ash

[Echo_Lake]

@AshRK

Thank you for posting back 

I appreciate your efforts! This seems like a faulty ink cartridge problem and in order to fix this, you need a replacement ink cartridge. Please reach out to the HP Technical Support team in your region regarding the replacement ink cartridge. 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.