Printer not working - incompatible cartridges

[Rosemary101]

The network provider to my home changed on 6 September 2024.

Since then I have been unable to Print from my laptop. Initially the printer said that the cartridges were incompatible.

I replaced the cartridges but the same message has reappeared, even though router and printer have been turned off and back on. 

Any help would be much appreciated to get me back into operating mode again.

Thank you

[Raj_05]

Hi @Rosemary101,

Welcome to HP Support Community.

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

It sounds frustrating! Here are some steps you can try to resolve the "incompatible cartridges" issue with your HP ENVY 5020.

Check Cartridge Compatibility: Ensure that the cartridges you purchased are compatible with the HP ENVY 5020. Sometimes third-party cartridges may not be recognized.

Remove and Reinsert Cartridges: Power off the printer, then remove the cartridges. Wait a minute, then reinsert them firmly until you hear a click. Make sure they are seated correctly.

Reset the Printer:

• Unplug the printer from the wall outlet.
• Wait for about 60 seconds.
• Plug it back in and power it on.

Update Printer Firmware: Sometimes, updating the printer's firmware can resolve compatibility issues. You can do this through the HP Smart app or the HP support website.

Check for Software Updates: Ensure your laptop has the latest drivers and software for the printer. You can check the HP support site for updates.

Network Setup: Since your network changed, ensure that the printer is connected to the correct Wi-Fi network. You might need to reconnect it:

• Go to the printer's settings and choose the wireless setup option.
• Follow the prompts to reconnect to your new network.

Try a Different Device: If possible, try printing from another device to see if the issue persists.

If you've tried these steps and the problem continues, there may be a deeper issue with the printer or the cartridges.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support