New Printer Cartridge Error

[Mark945]

Hi,  I have a HP officejet 4650 which is an awesome printer.  I bought a new ink cartridge #63 yesterday at Best Buy, installed it, and I keep getting a printer ink error message, I tried all of the remedies that were recommended by the hp virtual assistant on the website and none of them work.  I continue to get the error.  I tried taking the cartridge back to Best Buy, but they will not take it because it was opened.  It is not past the expiration date of August 2027.  I do I go about getting a replacement cartridge from HP?  Have a nice day.

[Hawks_Eye · Accepted solution]

Hi @Mark945 

Welcome to the HP Support Community! We're here to help you get back up and running.

I’m sorry you’re facing this cartridge error right after purchasing a new #63 ink—it’s frustrating when everything else about the printer works well. I appreciate the effort you’ve already put in by following the virtual assistant steps. 

Let’s go through a few more detailed checks before considering replacement options.

Power reset

• Turn off the printer.
• Unplug the power cable from both the printer and wall outlet.
• Wait at least 60 seconds.
• Plug the cable back in and power on.
  This clears temporary states that can block cartridge recognition.

Reseat the cartridge

• Open the cartridge access door.
• Remove the new cartridge and check that all protective tape has been completely removed from the copper contacts and ink nozzles.
• Wipe the copper contacts gently with a lint‑free cloth slightly dampened with distilled water.
• Let dry completely, then reinstall firmly until it clicks into place.

Check cartridge compatibility

• Confirm that the cartridge is an HP 63 (black or tri‑color) and not a different series.
• The OfficeJet 4650 only accepts HP 63 cartridges.

Clean the electrical contacts inside the printer

• With the printer powered off, use a lint‑free cloth slightly dampened with distilled water to clean the contacts inside the carriage where the cartridge sits.
• Allow to dry before reinstalling the cartridge.

Update firmware

• Install the latest firmware to ensure the printer interprets cartridge data correctly:
  Update the firmware on an HP printer | HP® Support

Run a test print

• After reseating and cleaning, try printing a test page from the control panel.
• If the error persists, try swapping cartridges (if you have another HP 63 available) to confirm whether the issue is with the cartridge or the printer.

For guidance on fixing cartridge errors:
HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support

By reseating the cartridge, cleaning contacts, and updating firmware, many recognition errors can be cleared. If the error continues after these steps, then the cartridge itself may be defective and you can explore replacement options directly with HP.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Mark945]

Hello, thank you for your reply and suggested remedies.  Unfortunately, they were unsuccessful.  I tried another print cartridge and the printer has no problem.  I really believe this is a defective cartridge.  How do I go about getting a replacement cartridge?  Who do I talk to or where can I send this defective printer cartridge?  Have a great day.

[Hawks_Eye]

Hi @Mark945 

Thank you for the update, and I truly appreciate the steps you’ve taken to isolate the issue. It does sound like you've done a thorough job confirming that the cartridge itself is the source of the problem.

I'm sending you a private message to guide you on the next steps to request a replacement for a defective HP ink cartridge.

Take care and have a great day!

Regards,

Hawks_Eye