i can't install my new cartridge

[CocoTia]

my printer does not recognise my new cartridge

[Sneha_01]

Hi @CocoTia,

Welcome to HP Support Community.

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

I'm sorry to hear that your printer is not recognizing the new cartridge. Here are some steps you can follow to troubleshoot and resolve this issue:

Check Cartridge Compatibility:

• Ensure that the new cartridge is compatible with your HP ENVY Photo 7800 Series printer. Check the cartridge number against the printer's specifications.

Proper Cartridge Installation:

• Make sure the cartridge is installed correctly:
  1. Turn on the printer.
  2. Open the cartridge access door and wait for the carriage to move to the center.
  3. Remove the old cartridge, if present.
  4. Take the new cartridge out of its packaging and remove the protective tape.
  5. Insert the new cartridge into the correct slot (tri-color on the left, black on the right).
  6. Push the cartridge in until it clicks into place.
  7. Close the cartridge access door.

Clean the Cartridge and Contacts:

• Sometimes, dirt or residue can prevent proper contact between the cartridge and the printer:
  1. Turn off the printer and unplug it from the power source.
  2. Open the cartridge access door.
  3. Remove the cartridge.
  4. Use a lint-free cloth slightly dampened with distilled water to gently clean the electrical contacts on the cartridge and inside the printer.
  5. Allow the contacts to dry completely before reinstalling the cartridge.

Reset the Printer:

• Resetting the printer can sometimes resolve recognition issues:
  1. Turn off the printer and unplug it from the power source.
  2. Wait for about 60 seconds.
  3. Plug the printer back in and turn it on.

Update Printer Firmware:

• Ensure your printer's firmware is up to date. Visit the HP Support website to download and install any available firmware updates for your printer model.

Check for Error Messages:

• Check the printer's display for any specific error messages that could indicate what the problem might be. Follow any instructions provided by the printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[CocoTia]

Following long conversations with hp, it was determined that the print cartridge was duff. So a replacement is being sent out.

However, I was mid way through the conversation, and there was no reply. Then I realised that it was after 8 pm, so the operative had gone off shift, and not told me.

However, this morning they came back on shift, and completed the issue.