Missing starter cartridges HP ENVY 5020

[CK2A]

I have a brand new HP Envy 5020 received as a gift a couple of years ago but unused till now. In the interim my kids tried unsuccessfully to use its starter cartridges for our previous printer of the same model and they are now unusable. We have bought new HP cartridges but when we install in the new printer we get an error message instructing us to install starter cartridges. Is there any way of obtaining new starter cartridges or otherwise bypassing this to enable the new cartridges to be accepted? Otherwise we have a brand new unusable printer and a brand new unusable set of cartridges. One wonders how this squares with HP's sustainability policies...

Thanks for any advice.

[Jay_G24]

Hi @CK2A,

I'd like to help!

I understand you are receiving a "use setup cartridges" error.

We could perform OOBE reset to bypass the error

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• In order to access your private messages, click the support private message icon on the upper right corner of your HP Support community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

OR 

You can reach HP Support for replacement setup ink cartridges.

Follow the instructions below to reach them:

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 out the webform 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! 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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