My printer (HP ENVY 4502) doesn't recognize new cartridge

[Shay123685461]

My printer (HP ENVY 4502) shows that we need to change our black and white cartridge. We bought 2 new ones and changed it twice and it still says that we need to replace it. The screen only shows that and we can't go to anything else. The buttons won't even react because that is the only thing it shows. I'm a student whose close to her exams so I really need to be able to print. 

[Betty0610]

@Shay123685461

Welcome to the HP Support Community.

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the forums page for the private message.

Let me know if this helps.

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Thanks!