ink cartridge error

[smithje]

I have just purchased a new bundle of 61 inks (xl black and color). The black works, but I just keep getting an error for the color. I have tried all the recommended steps such as cleaning and resetting printer but nothing works.... 

If I put in the old dead cartridge it does not give an error, so I feel it's an issue with the new one. 

How can I deal with this? 

Apparently me having an older printer and not being part of the ink subscription means getting in touch with someone for help is near impossible and I'm just getting sent around in circles with no end. 

[Nal_NR]

Hi @smithje,

Welcome to the HP Support Community. 

I'd like to help!

If you have performed all the steps from this document and still having issues, then it could be the cartridge is faulty

Update firmware and see if this works. 

Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[smithje]

Unfortunately I had already located and followed these recommendations previously and have gone in circles multiple times on the HP site long before even attempting to reach out here. 

As for firmware I have no option to update that on the HP Smart app nor can I find an option to do it through the printer directly and I have gone through the menus numerous times from both the app and printer.

My previous, dried up color cartridge is recognized just fine and the new black cartridge is recognized fine, so I feel that points to my new color cartridge being defective. 

I was hopeful I could simply get the color cartridge replaced without condemning both the bad color and the good black cartridge to the landfill by being forced to return them to the store I bought them from, however, I may have no choice as it seems impossible to get productive assistance in this matter.  

[Nal_NR]

Hi @smithje,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!