ink cartridge not recognized by printer

[Nicola_sc]

I keep getting an error message saying my printer cant recognize the black ink cartridge. Ive tried an old cartridge, I bought a new one and it still didnt work. Ive gone through all the troubleshooting and nothing has worked. The printer is only 3 years old. I am assuming it is something to do with the printer itself. Do I need to buy a new printer? As a university student getting their education from remote online learning, and a working printer would be very nice to have!!

[Echo_Lake]

@Nicola_sc

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Have you tried updating the printer firmware to the latest version?
• Have you tried updating the Mac os to the latest version?

While you respond to that, let's try these steps: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Nicola_sc]

The firmware is the latest version. My mac is also now up to date and nothing has changed.

I have tried all the basics to try to get to recognize the cartridge including what you have just described multiple times and it still does not want to work.

[Echo_Lake]

@Nicola_sc

Thank you for posting back. 

This sounds like a hardware related issue with the printer. As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.