Ink Cartridge issue

[weissgr]

  I purchased a new 62XL Tri Color cartridge and Installed it. I am not able to print red so I did a test initiated from the printer itself and the magenta shows no color. I have a second HP Envy 5661 printer that uses the same 62XL and with its own set of cartridges it printed a good test of all colors. So I  took the new tri color cartridge out of the first printer and put it in the  second printer and initiated a test again. The second test result was the same, the new print cartridge did not print the magenta again. So it appears there is a problem with the new ink cartridge. This is the unusual part when I tried to put the cartridge back in the first printer,  which was the printer I originally ordered the cartridge for,  the printer gives me an error about a protected print cartridge and therefore I can not finish trouble shooting the cartridge.  I did this test to prove that nothing is wrong with the first printer. Another unusual thing to note is that the film that covers the jets and electrical contacts is clear and not a translucent coppery color like the old one. One would think just replace the ink cartridge from a n ew HP return but their call system leaves a lot to be desired. After 11/2 hours going through the maze I finally get the good tech number that says they are closed, hours are 8AM to midnight and on weekends 9AM to 9PM. I looked at my watch and it said Friday 6:15PM.

  Any thoughts?

[Jay_G24]

Hi @weissgr,

Follow the instructions below to reach the HP Phone support team for replacement options

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day! 

And, Welcome to the HP Support Community. 

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