• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
If you're having print quality issues Click here for more tips!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.
HP Recommended

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?

1 REPLY 1
HP Recommended

@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:

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. 

 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards,

Garp_Senchau
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.