Trying to replace an old ink cartridge with the new one but error message comes up

[robstrange]

I have tried to replace the black ink cartridge with the replacement one sent to me by HP Inkjet (I've done this many times over recent years, always easily).  An error message saying "Ink cartridge problem; the following ink cartridge must be replaced".  I've retried the process several times and have also followed all the troubleshooting advice given by the Virtual Assistant (reloading, switching off/on etc) but with no success.  Any suggestions please? Rob

[Sneha_01]

Hi @robstrange

Welcome to the HP Support Community

I understand you are facing a print quality issue with your HP  printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Are you using genuine HP ink cartridges?
• Any ink cartridges are leaking?
• When did the issue begin?
• Was there any recent update on the printer?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware:

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

 Also, try the steps mentioned in this document - HP OfficeJet Printers - Resolving 'Print System Problem', 'Problem with Ink System' Errors

Hope this helps! Keep me posted. 

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