new printer cartridge not recognized by the printer

[pentrus]

I purchased a 62 xl  black printer cartridge directly from HP in a bundle with a color 62 cartridge.  When replacing the old cartridge (which was out of ink) I got a message that the printer did not detect the cartridge and to reinstall.  That did not work.  I removed the new cartridge and followed the step-by -step method for ensuring there were no foreign materials on the cartridge, and also cleaned the contacts according to the methods shown by HP.  I restarted the printer by unplugging it and rebooting it.  The ink level in the new cartridge is indicated as zero, which I do not believe since the new cartridge is heavier than the depleted one.  I then reinstalled the old empty cartridge in the printer (same kind as the new one) at the printer detected it and tried to print (of course the page was blank due to it being empty).  This demonstrated to me that the printer is working and that I have an ink cartridge problem.  How can I return it for a refund (remember it was part of a black and white/color bundle)?

[VikramTheGreat]

Hi @pentrus,

Welcome to the HP Support Community.
 

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

We understand that your HP ENVY 7645 e-All-in-One Printer is not recognizing the newly installed HP 62XL black cartridge, which was purchased directly from HP as part of a black and tri-colour ink bundle. We appreciate the detailed troubleshooting steps you've already taken, including cleaning the cartridge contacts, reseating it, and confirming printer functionality by reinstalling the old cartridge.

Based on your description, the issue appears to be isolated to the black 62XL cartridge itself.

Additional Step to Try (Optional)

Please try this additional reset step in case the printer needs to refresh its ink status memory:

1. Remove both cartridges from the printer.
2. With the printer on, unplug the power cord from the back of the printer and wait for 60 seconds.
3. Plug the printer back in and wait until it powers on.
4. Reinstall the color cartridge first, followed by the black 62XL cartridge.

If the issue persists and the ink level still shows zero or the cartridge is not detected, then it is likely defective. Try and let us know

I hope this helps.

Take care and have a good day.

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

VikramTheGreat

HP Support