New HP ink cartridge not recognised

[ROliver1]

Dear HP,

I purchased a new pack of genuine HP 364 ink cartridges for my HP photosmart 5520 printer and after inserting them the following error message is showing:

"Ink cartridges problem. One of more cartidges appear to be missing or damanfed. Install or replace the affected cartridges". And the cyan cartridge is shown.

This happened when I first inserted the new cartridges - after some trouble shooting by insertig the old cartridge, turning the computer off and unplugging, leaving 10 mins then replugging in the error message disappeared and I was able to print a document. However, now a week or so later, when I come back to the printer the error message is showing again.

I have repeated the steps I did the first time round, cleaned the cartridge heads and ensured my firmware is up to date, but the message is still showing. Also, considering the cartridges are brand new the ink levels are all showing as low.

Can you please advise on what steps I should take next? I am unable to bypass the error message so unable to print anything at all.

Thanks

[ROliver1]

Is someone able to help?

[Kumar0307]

@ROliver1, Welcome to the HP Support Community!

I understand you are not able to print due to this error.

Make sure you have tried the steps mentioned in this document to resolve this issue- HP Printer Does not Print and Error Indicates Faulty Ink Cartridge

If the error persists, please reach out to the HP Technical Support team in your region regarding the replacement options for the defective ink cartridge. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

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Have a great day!