Incompatible Cartridge - although it is a genuine HP [HP Envy 4507]

[SJCHarlton]

I keep going around in circles.  I think a firmware update has triggered my blank ink cartridge suddenly not working and then when I replace it with a new HP cartridge it is still saying the same message - only for the black one.  They are in the same packet!

[Nal_NR]

Hi @SJCHarlton,

Welcome to the HP Support Community.

I understand that you are getting an Incompatible Cartridge error. I'd like to help!

To assist you with accurate information I would require more information regarding this:

• Did you check for bits of paper using a flashlight?

For now, try these steps:

• Please perform a hard reset on the printer from this link: https://hp.care/2JqW621   by following instructions from the section “Step 1: Reset the printer”

Have you also performed the steps from the document  HP Printer Does not Print and Error Indicates Faulty Ink Cartridge if yes and the issue persists, it could be a hardware failure? 

Let me know. 

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!

[Nal_NR]

Hi @SJCHarlton,

As we did not hear from you, 
I'll be closing this case for now. If you need further assistance, feel free to reach out to us. 

Have a great day!

[SJCHarlton]

I have tried all of the solutions but it still won't recognise the HP 301 black cartridge as a genuine cartridge.  The black cartridge just suddenly stopped working, I replaced it with a new one that I had only bought about 6 months ago and it still comes up with the same error code.

I have changed it to single cartridge use to enable me to continue to print using the color cartridge and it is printing but not practical for long term printing as it is too expensive.  I don't know what else I can do to ascertain if it is a fault on the printer itself or if it maybe a software fault when the last firmware/driver update was released?

[Nal_NR]

Hi @SJCHarlton,

Thanks for your reply. This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!