New HP Ink cartridges not communicating w/printer

[Rkk93401]

I just purchased new HP InkJet printer cartridges 63XL Black and 63XL TriColor ($142.22 Total at Best Buy), for my well-functioning HP InkJet 5258 printer. I am getting the message, “The indicated cartridges are not communicating correctly with the printer. If this problem persists, replace the cartridges.”

• I have done ALL of the Troubleshooting recommendations MULTIPLE TIMES with NO change. I have unplugged, powered back on, removed cartridges, cleaned connections as directed, etc., etc. 

• I have been in the endless roundabout of the Virtual Assistant merry-go-round trying to speak to a live human being, to no avail.

• My printer works just fine.

• My suspicion is that HP wants me to purchase a new printer - which I do not need - and does not want to help replace these HP cartridges that are not communicating with my printer, for no good reason. 
Help. 

[VikramTheGreat]

Hi @Rkk93401,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can hear how frustrating and exhausting this has been. You purchased brand‑new HP 63XL Black and Tri‑Color cartridges, your OfficeJet 5258 was working perfectly, and instead of smooth printing, you’re met with the cold, stubborn message: “The indicated cartridges are not communicating correctly with the printer.”You’ve already done everything right… cleaning… reseating… restarting… over and over. When you’ve paid good money for genuine HP ink, this experience feels like the printer is ignoring you on purpose.

Let’s walk through this gently, step by step, in a way that honors the effort you’ve already put in.

STEP 1: Understand what the message really means

This message appears when the tiny gold chip on the cartridge fails to “handshake” with the printer.
It is not caused by:

• a dirty contact
• The printer being too old
• The printer being broken
• anything you did wrong

It is almost always a defective cartridge chip; even brand‑new ones from Best Buy can occasionally fail.

Your printer is working perfectly.
Your troubleshooting was perfect.
This is 100% a cartridge issue, not a printer issue.

STEP 2: Identify which cartridge has failed

We do this so you don’t waste both cartridges.

1. Remove both cartridges
2. Insert only the Black 63XL
3. Close the lid
4. Check for the error
5. Remove it
6. Insert only the Tri‑Color 63XL
7. Check again

👉 The one that triggers the error is the defective one.
👉 If both trigger it, both are defective, rare but possible.

No further cleaning or resetting will fix a bad chip.
You cannot repair the chip yourself.

STEP 3: Confirm they are Genuine HP (so HP will replace them)

Since you bought them from Best Buy, they should be genuine.

Check for:

• The HP security seal on the box
• A clean, undamaged tear strip
• No “remanufactured” text

If they’re genuine → HP will replace them for free under the Supplies Warranty.

I hope this helps.

Take care and have an amazing 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,

VikramTheGreat

[Rkk93401]

Thank you for your very thoughtful response. Using the process you suggested,  the black ink cartridge does work, the tri color does not, which I will take back to Best Buy for an exchange. Fingers crossed. Thank you again. 

[VikramTheGreat]

Hi @Rkk93401,

Thank you very much for the update, and I truly appreciate you testing the cartridges as suggested.
 

I’m glad to hear the black cartridge is working properly. Since the tri-color cartridge is not functioning, exchanging it at Best Buy is absolutely the right next step. It does sound like the cartridge itself may be defective.
 

Fingers crossed indeed, once you install the replacement, everything should work smoothly. If you notice anything unusual after installing the new cartridge, please don’t hesitate to reach out. I’ll be happy to assist further.
 

Thank you again for your patience and cooperation.

Take care and have an amazing 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,

VikramTheGreat

[Rkk93401]

I attempted to return the defective Inkjet 63XL Tri Color ink cartridge where I purchased it, at Best Buy. They were unable/unwilling to exchange or refund this defective ink cartridge where- saying the replacement or refund would need to come from HP.

- I just spent the past TWO HOURS on HP Customer Support online - was transferred 4 times (Kusuma—>Tanzlya—>Richeille—>_____), the 4th time spent 1 hour waiting with no response. 

- I had to restart my conversation, was transreferred (Kusuma—>Oscar), who finally informed me he wasn’t the store-purchased ink department, he was the refillable ink department, and could not help me, and referred me back to a tech specialist (which Kusuma introduced themselves as), which would have to be started all over again tomorrow. 

I have spent about 4 HOURS on this issue now, and by all intents and purposes, I am not experiencing any customer service as of this time. 

IS THERE A PHONE NUMBER I CAN CALL, PLEASE? 

[VikramTheGreat]

Hi @Rkk93401,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

First and foremost, we sincerely apologize for the experience you’ve had. Spending four hours being transferred between departments without resolution is absolutely not the level of service we want you to receive. We truly understand how frustrating and exhausting this must feel.

Regarding your HP 63XL Tri-color Ink Cartridge, we would like to help review this properly for you.

Before we proceed with replacement options, we’ll need to verify a few details:

• Clear images of the front and back of the cartridge
• A clear photo of the expiration date printed on the cartridge
• The error message you’re seeing (if any) on the printer screen

This will allow us to check:

• Whether the cartridge is within warranty
• If it qualifies for direct replacement through HP

As for phone support, yes, there is phone assistance available. Once we confirm your region (country/state), we can provide the support team link for your location so you can speak directly with a representative.

We truly regret the inconvenience and the back-and-forth you’ve experienced. Please share the requested details when you’re ready, and we will do our best to find the quickest possible resolution for you.

Take care and have an amazing 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,

VikramTheGreat

[Rkk93401]

 

 

 

 

 U.S.A./California

[VikramTheGreat]

Hi @Rkk93401,

Thank you for getting back to me with the image details. These cartridges are in warranty as you have trouble, I would suggest talking to our support team over the phone in your region to get the ink replaced.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support

[Rkk93401]

After logging in to my Private Message, It appears you are sending me right back to the place where I spent hours trying to get help, being transferred time and again with still no help before getting disconnected, having to reconnect with a new inquiry, only to be transferred and ultimately told the department that could help me was closed.

This is NOT the phone number I asked for to speak to a live human being.

I am so very disappointed in the lack of support I am getting to REPLACE THIS DEFECTIVE HP INK CARTRIDGE. I will try this link you have provided and hope for different results.