HP printer doesn't accept cartridge

[n1adia1]

Hi all

I just bought a new printer and I have to install the original cartridges of course. Now my printer accepts the color-cartridge however the black one causes issues. My printer says I have to install the original cartridge because he can't connect with this one (but it is the original cartridge which was included when I bought the printer). Any solutions? Or do I have to go back to the store?

[Hawks_Eye]

Hi @n1adia1 

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

I understand how disappointing it feels when a brand‑new printer refuses to accept the included black cartridge, even though the color cartridge works fine. Thank you for carefully checking and confirming that the cartridge is original. 

Let’s go through a structured set of steps that can often clear this type of recognition issue.

 

Power reset

• Turn off the printer and unplug the power cable from both the printer and wall outlet.
• Wait at least 60 seconds.
• Plug the cable back in and power on.
• This clears temporary states that can block cartridge communication.

Reseat the cartridge

• Open the cartridge access door.
• Remove the black cartridge and check that all protective tape has been completely removed from the copper contacts and ink nozzles.
• Reinsert the cartridge firmly until it clicks into place.

Clean cartridge contacts

• Use a lint‑free cloth slightly dampened with distilled water to gently wipe the copper contacts on the cartridge.
• Allow to dry completely before reinstalling.

Clean printer contacts

• With the printer powered off, gently wipe the contacts inside the carriage where the cartridge sits.
• Make sure no dust or residue is present.
• Let dry before reinstalling the cartridge.

Update firmware

• Install the latest firmware to ensure the printer interprets cartridge data correctly:
  Update the firmware on an HP printer | HP® Support

Run diagnostics

• On the printer’s control panel, go to Setup → Tools → Printer Status Report or Diagnostics.
• This can refresh cartridge communication and confirm whether the printer recognizes the cartridge.

Test with another cartridge (if available)

• If you have access to another black cartridge of the same type, try it briefly.
• This helps confirm whether the issue is with the cartridge itself or the printer’s carriage.

For guidance on cartridge error troubleshooting:
HP ink cartridge issues including, incompatible, missing and not recognized errors | HP® Support

By reseating the cartridge, cleaning both cartridge and printer contacts, updating firmware, and running diagnostics, you should be able to restore recognition of the black cartridge. If the issue persists after these steps, you’ll know the problem is isolated to the cartridge itself rather than the printer.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye