damaged cartridge error - but is new cartridge - genuine HP cartridge !!

[PC05701]

My wife's printer was low on cyan, so she replaced cartridge (as she has done a million times before, so it is not that she's unware of how to replace these).  After installed, it now says the cartridge is damaged - but this is a brand new cartridge.  Went to store, got new cartridge, and same error !!  At one point, it is showing the full cyan cartridge, but then it goes back to the same error message - damaged cartridge.  And this after it recognized the cartridge, saw it was a full cartridge (as it showed the status of all cartridges) and went back to saying it was a damaged cartridge.  Very frustrating...  Printer broken ??  

I saw a previous post with exact same issue, and a response from a HP employee (Betty) with a link, but the link is outdated (error 404) !!  So no help there....  Anyone else had issue and got resolved ?  Many thanks.

[Dilip_18]

Hi@PC05701,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing cartridge issues with the HP Officejet Pro Printer. I apologize for the Inconvenience. 

For further help click on this link ,If issue persists then it could be a hardware issue on the Printer.

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty products as well. Hence I encourage you to contact HP support for all warranty service options.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

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Have a great day!