ink cartridge problems

[mrinkster]

I have a recently installed a new black ink 910 XL.  The app confirms that the black ink cartridge is nearly full, yet when I print it is faint as if it is running out. I followed the instructions and  cleaned the contacts with a lint free cloth and rubbing alcohol, and reinserted.  Still have the problem.  I do have a spare, also a 910 XL, and it works fine.  So how can I get a replacement or credit for this cartridge, or where can I send it for someone to confirm that it is defective?

[Hawks_Eye]

Hi @mrinkster 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern and appreciate the steps you have already taken to clean the cartridge contacts and reinsert the 910 XL. Since the spare cartridge works fine, this indicates that the issue is isolated to the one cartridge that is printing faintly.

Here are the recommended steps to resolve this situation:

Verify Cartridge Authenticity

• Confirm that the cartridge is a genuine HP 910 XL. You can check the security label on the packaging or use the HP App to validate authenticity.
• Reference: HP Anti‑Counterfeit Cartridge Check

Check Warranty and Replacement Eligibility

• HP cartridges are covered under warranty against defects in materials or workmanship.
• If a cartridge is defective, HP provides replacement or credit.

Request a Replacement or Credit

• Visit the official HP support page: HP Ink and Toner Cartridge Warranty and Replacement
• Select your region, then follow the guided steps to submit a replacement request.
• You may be asked to provide the cartridge serial number (printed on the cartridge) and proof of purchase.

Return or Confirmation Process

• HP may request you to return the defective cartridge for inspection.
• Instructions for return shipping will be provided during the replacement request process.

Since your spare cartridge works fine, you can continue printing while HP processes the replacement for the defective one. Would you like me to guide you directly to the form where you can initiate the replacement request for your region?

Take care, and have an amazing day!

Regards, 

Hawks_Eye