My HP ENVY 4500 e-All-in-One Printer tells me to replace the brand new 61XL tri-color ink cartridge.

[Gary4500]

HP ENVY 4500 e-All-in-One Printer will not accept the brand new 61XL tri-color ink cartridge.  It says on the display to replace the cartridge.  I put the old one back in - the same type of cartridge - and it works (except for the fact it is out of yellow and low on the other colors).  What are my options?  Can I get a refund or replacement from HP and how?

[Nal_NR]

Hi @Gary4500,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It’s frustrating when a brand new ink cartridge isn’t accepted by your HP ENVY 4500 e-All-in-One Printer. Since your printer accepts the old cartridge but not the new one, it seems like the issue is related to communication between the printer and the cartridge. Let’s go through some sensory-rich troubleshooting steps to help solve this problem.

1. Inspect the New Cartridge for Packaging Residue

• Take out the new 61XL tri-color cartridge and feel the smooth plastic on the sides. Look for any leftover protective tape on the cartridge’s contacts or nozzles.
• Run your fingers lightly over the copper-colored contacts at the back and the ink nozzles at the bottom. If you feel a piece of tape or sticker, gently peel it off and ensure the surfaces are clean and clear. Sometimes, the printer can’t read the cartridge properly if this protective tape isn’t fully removed.

2. Clean the Cartridge Contacts

• Take a soft, lint-free cloth (or coffee filter) and lightly dampen it with distilled water. Feel the cool moisture in your fingertips as you wipe the copper contacts on the new cartridge.
• Gently clean the cartridge slot contacts inside the printer as well. Make sure to let the contacts dry completely before reinserting the cartridge.
• Slide the new cartridge back into its slot and listen for the click as it locks into place.

3. Reset the Printer

• Turn off the printer and unplug it from the power source. Feel the smooth click as you hold the power button for about 15 seconds to discharge any stored energy.
• After waiting a minute, plug the printer back in and turn it on. Feel the soft vibration of the printer coming to life again as it resets its internal components.
• Reinsert the new cartridge and check if the error message disappears.

4. Try a Hard Reset

• With the printer powered on, unplug the power cord directly from the back of the printer (you might feel the slight tug as the cord detaches).
• While unplugged, press and hold the power button for 30 seconds to release any residual charge inside the printer.
• Reconnect the power cord and turn the printer back on, then insert the new cartridge. This reset sometimes helps resolve communication issues between the printer and the cartridge.

5. Test Another Cartridge or Check for Compatibility Issues

• If you have access to another 61XL tri-color cartridge (perhaps from a different batch), try inserting that cartridge. Feel the smooth edges as you carefully place it into the slot.
• Check the packaging to make sure the cartridge is genuine HP and compatible with your specific HP ENVY 4500 printer. Sometimes, even new cartridges may be defective or counterfeit if purchased from non-verified sources.

Update the firmware. Click here

After trying these steps, if the new cartridge is still not accepted, it’s possible the cartridge is faulty or there’s a printer hardware issue. contacting HP support for further assistance.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.