ink cartridge malfunction

[tutor1235]

I have a color 61 ink cartridge that seems to have no blue ink. It is brand new, but seems to be malfunctioning. Is there a way to get it replaced? They are expensive!

[MysteriousMe · Accepted solution]

@tutor1235 

Welcome to HP Support Community.

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

1: Check the Cartridge Installation

1. Turn on the printer.
2. Open the cartridge access door and wait for the carriage to stop moving.
3. Remove the color HP 61 cartridge and check for:
   • Any protective tape still on the nozzle (remove if present).
   • Ink leaks or visible damage (bulging, cracks, or dried ink).
4. Reinsert the cartridge securely, ensuring it clicks into place.
5. Close the printer cover and try printing again.

2: Print a Test Page

1. On the printer’s control panel, press the Setup button.
2. Select Tools > Print Quality Report.
3. Check the printed page for missing colors:
   • If cyan (blue) is missing, it confirms an issue with the cartridge.

3: Clean the Cartridge Nozzles

1. Open Control Panel on your PC.
2. Go to Devices and Printers > Right-click on HP ENVY 4500 > Printer Properties.
3. Select Maintenance > Clean Printhead.
4. Print another test page to see if the blue ink appears.
   • If it improves, repeat cleaning up to 3 times.
   • If no improvement, proceed to manual cleaning.

Manual Cleaning Steps

1. Turn off the printer.
2. Remove the color cartridge.
3. Use a lint-free cloth lightly dampened with distilled water.
4. Gently wipe the copper-colored contacts and ink nozzles.
5. Let it dry for 5 minutes, reinstall, and try printing again.

4: Verify Ink Levels & Try Another Cartridge

1. Print a printer status report (Setup > Reports > Printer Status Report).
2. If ink levels appear low or empty, replace the cartridge.
3. If you have another HP 61 color cartridge available, install it to test if the issue is with the printer or cartridge.

5: Request a Replacement (If Cartridge is Defective)

If your cartridge is HP OEM (not refilled or third-party) and still under warranty, you can request a free replacement from HP.

How to Check Warranty & Request Replacement

1. Find the warranty date on the cartridge (printed in small text).
   • It should be within two years of the manufacturing date.
2. Visit HP’s Ink Cartridge Warranty Page:
   • HP Ink and Toner Warranty Support
3. Click "Contact HP" and provide:
   • Printer model: HP ENVY 4500
   • Cartridge type: HP 61 Color
   • Issue: Cyan missing in a brand-new cartridge
   • Serial number (found on the printer label)
4. HP may replace the cartridge for free if it’s under warranty.

I hope this helps.

Take care and have a good day.

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!

Asfiya03

HP Support

[MysteriousMe]

@tutor1235 

Welcome to HP Support Community.

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

1: Check the Cartridge Installation

1. Turn on the printer.
2. Open the cartridge access door and wait for the carriage to stop moving.
3. Remove the color HP 61 cartridge and check for:
   • Any protective tape still on the nozzle (remove if present).
   • Ink leaks or visible damage (bulging, cracks, or dried ink).
4. Reinsert the cartridge securely, ensuring it clicks into place.
5. Close the printer cover and try printing again.

2: Print a Test Page

1. On the printer’s control panel, press the Setup button.
2. Select Tools > Print Quality Report.
3. Check the printed page for missing colors:
   • If cyan (blue) is missing, it confirms an issue with the cartridge.

3: Clean the Cartridge Nozzles

1. Open Control Panel on your PC.
2. Go to Devices and Printers > Right-click on HP ENVY 4500 > Printer Properties.
3. Select Maintenance > Clean Printhead.
4. Print another test page to see if the blue ink appears.
   • If it improves, repeat cleaning up to 3 times.
   • If no improvement, proceed to manual cleaning.

Manual Cleaning Steps

1. Turn off the printer.
2. Remove the color cartridge.
3. Use a lint-free cloth lightly dampened with distilled water.
4. Gently wipe the copper-colored contacts and ink nozzles.
5. Let it dry for 5 minutes, reinstall, and try printing again.

[MysteriousMe]

4: Verify Ink Levels & Try Another Cartridge

1. Print a printer status report (Setup > Reports > Printer Status Report).
2. If ink levels appear low or empty, replace the cartridge.
3. If you have another HP 61 color cartridge available, install it to test if the issue is with the printer or cartridge.

5: Request a Replacement (If Cartridge is Defective)

If your cartridge is HP OEM (not refilled or third-party) and still under warranty, you can request a free replacement from HP.

How to Check Warranty & Request Replacement

1. Find the warranty date on the cartridge (printed in small text).
   • It should be within two years of the manufacturing date.
2. Visit HP’s Ink Cartridge Warranty Page:
   • HP Ink and Toner Warranty Support
3. Click "Contact HP" and provide:
   • Printer model: HP ENVY 4500
   • Cartridge type: HP 61 Color
   • Issue: Cyan missing in a brand-new cartridge
   • Serial number (found on the printer label)
4. HP may replace the cartridge for free if it’s under warranty.

I hope this helps.

Take care and have a good day.

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!

Asfiya03

HP Support

[tutor1235]

Thank you so much!!  I've tried all of the steps above, but having the info about the page to look into warrenty was the missing piece. Yes, it is the cyan that seems to be missing, so I will contact them after double checking manufacture dates.

[MysteriousMe]

Thank you for your response,

Is there anything else that I can help you with today?

Take care and have a great day ahead!

Asfiya03

HP Support