Problem with Genuine HP Ink Cartridge Installation

[RJW131]

After installing genuine HP new cyan and yellow cartridges (951), received an error message "There is a problem with the printer or ink system. Turn printer off and then on. If the problem persists, contact HP." After power cycling the printer, the problem is still there.

[Max3Aj]

@RJW131, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
If your HP ENVY 6400e All-In-One printer is experiencing issues with new cartridges, here’s a step-by-step checklist to troubleshoot and fix the problem:

✅ 1. Basic Reset

1. With the printer powered on, unplug the power cord from the printer.
2. Unplug the cord from the wall outlet.
3. Wait at least 60 seconds.
4. Plug it back into the wall directly (no surge protector or extension cord).
5. Plug into the printer and turn it on.

This resets internal hardware sensors.

✅ 2. Check Cartridges Again

1. Remove all ink cartridges (including cyan and yellow).
2. Check the cartridge chip area—ensure no ink, dust, or tape is present.
3. Gently wipe the copper contact on the cartridges and inside the printer with a lint-free cloth slightly dampened with distilled water or isopropyl alcohol. Let dry.
4. Reinsert the cartridges one at a time, starting with black, then magenta, cyan, and yellow.

Even new cartridges can have connectivity issues due to slight misalignments or contact issues.

✅ 3. Check for Firmware Update

1. Go to the HP Smart App or the HP website.
2. Check if there's a firmware update available for your printer.
3. HP releases updates that handle ink system errors and cartridge compatibility issues.

✅ 4. Try Old Cartridges (If Available)

1. If you still have the old cyan and yellow cartridges (even if empty), try reinserting them.
2. If the error goes away with old ones but returns with new, the issue may be with cartridge chip recognition.

✅ 5. Clean Printhead from Printer Menu

If the printer menu is accessible:

1. Go to Setup > Tools > Clean Printhead.
2. Run the cleaning utility 1–2 times.

A clogged or faulty printhead can trigger this error, especially after installing new ink.

I hope this helps. 

Take care and have a good day. 

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Max3Aj

HP Support