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- HP Community
- Printers
- Printer Ink Cartridges & Print Quality
- Incompatible ink cartridge

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05-31-2025 03:53 PM
I have an HP Officejet 4635. I always use HP61XL ink cartridges. This time when I installed a new cartridge I got an error of incompatible cartridge. It's the same one I always use and it was brand new. I bought it from Officemax. They won't refund me because the package was opened. How can I get a refund?
06-02-2025 12:52 PM
@KimM88, Welcome to HP Support Community,
Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue
Turn Off and Restart the Printer
Turn off the printer.
Unplug it from the power source for at least 60 seconds.
Plug it back in and turn it on.
Reinsert the cartridge.
This can sometimes reset internal memory errors.
Clean the Cartridge and Printer Contacts
Turn off the printer and unplug it.
Open the cartridge access door.
Carefully remove the problematic cartridge.
Use a lint-free cloth slightly dampened with distilled water to gently clean:
The gold-colored contacts on the cartridge.
The contacts are inside the printer where the cartridge goes.
Let everything dry for 5–10 minutes before reinserting the cartridge.
Run HP Smart:
- Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
- Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support
Update Printer Firmware (Update the firmware on an HP printer | HP® Support)
- Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.
I hope this helps.
Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.
Take care and have a good day.
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Regards,
Garp_Senchau
I am an HP Employee