printer not recognizing brand new hp ink cartridges

[raisin21]

printer messaged it was out of ink, but could proceed using color only.   I was able to print one document.   However, on the next try, I was alerted to replace ink cartridges.   I had a new 951XL Black on hand, so I removed old one  and replaced with brand new hp cartridge - box  shows expiration date May 2025 Malaysia.    I got this message: “ There is a problem with the printer or ink system.  Turn printer off. Then on.  If problem persists, contact HP.”.    I did this.   No luck.   I unplugged the printer.  No luck.   I bought a box of 951 hp color cartridges at Staples yesterday and replaced the old ones.   I rechecked to make sure they were inserted properly.     But I am still getting the same message.     

[A_Gayathri]

Hi @raisin21,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact name of the model of the product? Refer to this document for steps to find the product details. Do not share your personal information such as serial, phone number, email ID, etc.

Could you please elaborate in detail? 

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

[raisin21]

Thanks for your reply.    I did some more data collection and determined I must have a defective 952XL black cartridge.  I contacted the source and mailed it to them .    Supposedly I am to receive a replacement,    

[A_Gayathri]

HI @raisin21,

Thank you for your response. Sure please try and If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!