ink reported a communication error

[bmike101]

I bought an ink cartridge at Walmart. I stuck it in and was told there was a communication error and to replace the cartridge. I reinserted it and got the same error. Walmart would not exchange it. They said to get in touch with the manufacturer. They also said that it's a printer error; but I bought another cartridge and it worked fine. How do I get my $27.86 back?

[Kuroi_Kenshi]

Hi @bmike101,

Welcome to the HP Support Community!

I’m sorry to hear about the trouble with your cartridge, that definitely sounds frustrating.

To help you further, could you please share the following details with us via private message:

• A clear image of the cartridge
• The serial number of the cartridge
• The printer’s serial number
• A copy of the purchase invoice

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

Once we have these details, we’ll review the case and assist you with the next steps.

We're looking forward to helping you get back up and running! 

Kuroi_Kenshi

Best regards,

[bmike101]

[bmike101]

BTW... I am up and running. I bought another cartridge and it worked. I just need to get reimbursed for the defective cartridge. Attached is a picture of both receipts:

[Kuroi_Kenshi]

Hi @bmike101,

Thank you for the response.

Let me check with the team and get back to you.

Best regards,

[Kuroi_Kenshi · Accepted solution]

Hi @bmike101,

Thanks for sharing the update, and I’m glad to hear you’re back up and running with the new cartridge. 🙂

I do need to mention something important: since the receipts and details were shared publicly, they’ve been removed by our moderators to protect your privacy and security. We recommend avoiding posting such information on public threads.

Could you please send those details again via private message so we can proceed with the reimbursement review?

To help us confirm the issue with the original cartridge, we’ll need a quick diagnostic check:

Please reinsert the old (suspected defective) cartridge and follow these steps:

Print a Diagnostic / Status Report

1. Turn the printer ON
2. Load plain paper
3. On the printer control panel:
   • Go to Setup / Settings
   • Select Reports
   • Tap Print Quality Report or Printer Status Report

(If your printer doesn’t have a screen, let me know the model and I’ll guide you accordingly.)

Check Cartridge Details (from report)

Once printed, please look for:

• Cartridge part number
• Ink levels / status
• Any error messages shown

Share a clear image of this report via private message

Quick Communication Error Checks

While the old cartridge is inserted, please also try:

1. Remove & reinsert the cartridge firmly
2. Clean the copper contacts
   • Use a lint-free cloth lightly dampened with water
   • Gently wipe the contacts on the cartridge and inside the printer
   • Let it dry for 2–3 minutes before reinserting
3. Restart the printer
4. Ensure you're using a genuine HP cartridge (non-HP cartridges can sometimes cause communication errors)

Once we have:

• The diagnostic report
• The invoice/receipt (via private message)

We'll be able to proceed with the reimbursement or replacement options for you.

Looking forward to your message so we can sort this out quickly. 👍

Take care and have an amazing day ahead! 🚀

Best regards,

Kuroi_Kenshi