Prtinter does not recognise cartridges

[eyequack]

I contacted HP support to report that my printer said my cartridges were missing when they were fitted correctly. I was sent two new cartridges to see if that was the issue. This did not solve the problem. There is now no HP support available. Both the WhatsApp and phone support is no longer available. This is very poor. I will probably need to go and buy a new printer. The current one has over 4 months warranty.

[Deep_World]

Hi  @eyequack,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand that your HP Envy 6120e is not recognizing the ink cartridges even after replacing them with the new cartridges provided by HP. I also understand your concern since the printer is still under warranty, and I appreciate the troubleshooting steps you've already completed.

To assist you further, could you kindly confirm the following details:

• Are you seeing any specific error message or error code on the printer display or in the HP app?
• Are both cartridges being reported as missing, or only one cartridge?

In the meantime, kindly try the below steps and confirm : 

1. Turn off the printer and disconnect the power cord from the rear of the printer.
2. Wait for about 60 seconds.
3. Reconnect the power cord directly to a wall outlet and turn the printer back on.
4. Open the cartridge access door and remove both cartridges.
5. Inspect the copper-colored electrical contacts on the cartridges for any dirt, ink buildup, or protective tape that may still be attached.
6. Ensure the cartridges click firmly into their respective slots.
7. Close the access door and check whether the printer recognizes the cartridges.
8. If available, open the HP app and check for any pending printer firmware updates.

I hope this helps.