Leaking ink cartridge

[Bonita123]

My ink in my old cartridge was running out so I installed a new cartridge. Once it was installed, it went through the printer maintenance process and said my HP ink cartridge was ready or some verbiage like that. I attempted to print but the black selection would not print. The color did print. I tried several times to make sure the cartridge was in correctly and I could not get the page to print. I have had this printer for a while and have installed many cartridges over the years and nothing was different in the way I installed it. I finally gave up. After a while I came back to the printer and attempted to reinsert the cartridge and try again. This time I noticed something shiny inside the printer where the cartridges dock when the lid is closed. I got a flashlight and looked and the place where the cartridge sit was full of black runny ink. In all my many, many years of using an HP printer I have never had anything like this happen. I took the cartridge out and installed another new one. This time after the printer maintenance process, the printer worked just fine. My concerns are that I now have a printer with a lot of black ink sitting in the bottom where cartridges dock and I have wasted money on a cartridge since I did not get to use it since the ink leaked out into the printer. Have you ever heard of this happening and what is the possibility of getting to speak with someone about this issue? I have tried multiple times to call the support number and have never gotten to speak to a person because I have been disconnected when I try to get assistance. Please help! Thanks. 

[Raj2111]

Hi @Bonita123 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here's a breakdown of what might have happened and how you can address it:

Possible Causes:

Cartridge Leakage: The fact that you found black runny ink inside the printer when you inspected it is concerning. This could indicate that the new ink cartridge you installed may have been defective or damaged before installation. Sometimes, the seals on ink cartridges don't properly function, causing leaks inside the printer.

Cartridge Installation Issue: If the cartridge was installed improperly or not seated correctly, it could cause ink to leak into the printer. Although you mentioned that you have installed many cartridges before, it’s still worth verifying that the cartridge is seated securely and that nothing obstructs its installation.

Faulty Printhead: If the printhead or cartridge docking area has been affected by ink leakage, it could also lead to printing problems, especially with the black ink. The printhead might have a blockage or a clog, which could prevent proper ink flow.

Steps to Take:

1. Clean the Printer’s Interior:

• Turn off the printer and unplug it from the power source.
• Use a soft, lint-free cloth to gently clean the ink-stained areas. Be careful around the printhead and electrical components.
• Dampen the cloth slightly with water, but don’t let it get too wet—avoid using harsh chemicals.
• Inspect the cartridge area and make sure there is no remaining ink or residue that could cause further problems.

2. Inspect the Printhead:

• From the printer's control panel, go to Settings > Tools > Clean Printhead.
• Follow the on-screen instructions to clean the printhead. This may help restore proper black ink printing.

3. Use a New Ink Cartridge:

Since the cartridge you installed seems to have leaked, it’s best to discard the damaged cartridge. Use a new, genuine HP ink cartridge to avoid further problems. Check the expiration date on the cartridge (if visible) to ensure it’s not expired or defective.

4. Perform a Test Print:

Once you have cleaned up the ink and installed a new cartridge, try printing a test page or a document that uses black ink. This will confirm if the issue was related to the cartridge or printhead.

5. Contact HP Support:

• Use HP's online chat support, which is often more reliable than phone calls, and explain the situation.
• Alternatively, try HP’s online support portal (HP Support) to check for any warranty information or repair options for your printer.
• If you have any HP warranty coverage left on your printer, you might be eligible for a replacement cartridge or even a repair if the ink leak caused permanent damage to your printer.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support