cartridge not communicating with printer

[wsipple]

My ink cartridge is saying it cannot communicate with the printer.
I have the correct cartridge (64) for the HP Envy 7800.
I pulled the old black cartridge and put in the brand-new HP cartridge (Still in the HP BOX), and it said the cartridge cannot communicate with the printer.
I pulled the new one out and put back in the old one, and it was fine. 
I checked for any residual tape or other issue, but found nothing. I turned off the printer and turned it back on; the issue remains.
I bout this through Amazon, so am I just out of luck here?
These cartridges are not cheap.
Please help
Thank you in advance

[VikramTheGreat]

Hi @wsipple,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for reaching out, and I'm sorry you're having trouble with your new HP 64 cartridge. Based on the symptoms you've described, the printer is able to communicate with the old cartridge but not with the newly installed one. Please work through the following steps in order.
 

1. Remove and Reinstall the Cartridge

1. Open the cartridge access door and wait for the carriage to stop moving.
2. Remove the new black HP 64 cartridge.
3. Verify that all protective tape has been removed from the cartridge.
   
4. Reinstall the cartridge firmly into its slot.
5. Check if the error clears.
    

2. Clean the Cartridge Contacts

If the error persists:

1. Remove the new cartridge again.
   
2. Using a lint-free cloth lightly dampened with distilled water, gently clean the copper-colored electrical contacts on the cartridge.
   
3. Using another lint-free cloth or swab lightly dampened with distilled water, clean the electrical contacts inside the cartridge carriage.
4. Allow the contacts to dry for approximately 10 minutes.
5. Reinstall the cartridge and close the access door.

Important: Do not touch the ink nozzles or electrical contacts with your fingers.
 

3. Reset the Printer

1. Turn the printer off.
2. Unplug the power cord from the printer and the wall outlet.
3. Wait 60 seconds.
4. Plug the power cord directly into a wall outlet.
5. Reconnect the printer and turn it on.
    

4. Determine if the Cartridge Is Defective

Since:

• The old black cartridge is recognized by the printer.
• The new HP 64 cartridge generates the communication error.

This strongly suggests the new cartridge itself may be defective.
 

5. Cartridge Replacement

If the error remains after cleaning the contacts and resetting the printer, HP's recommended next step is to replace the problem cartridge.

Since the cartridge was purchased through Amazon:

• Check the cartridge's warranty date printed on the packaging or cartridge.
• If it is within warranty, you may be eligible for a replacement.
• You can also contact the seller through Amazon regarding an exchange or replacement.

 
For more help sharing the link: HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support
 

I hope this helps.

Take care and have an amazing day!

[VikramTheGreat]

Hi @wsipple,
 

I hope this helps. Try all the steps and let me know how it goes.

Take care and have an amazing day!