Brand new Envy 4500 says "Ink cartridge problem"

[Smccann]

I just purchased 2 black 61hp cartridge and they do not work in my envy 4500. Says cartridge incompatible. But my old empty one do not give me this message. What gives? Is there a different cartridge I should use? I have 2 envy 4500 printers and they both give me this message.

[Dvortex]

Hello, @Smccann - Hope you are well 🙂
 

Welcome to the HP Forum! This is a wonderful location to converse with the community, get assistance and find tips!

I see that you are getting “incompatible cartridge” on your Envy 4500 printer. To assist you better, I’d like to know the following details:

1. What is the old cartridge number which was working on your printer? Are they HP 61 or any other cartridges?
2. If you were not using the HP 61 cartridges, then from which region did you purchase the printer?

Alternatively, please check this document to understand and troubleshoot this issue: http://hp.care/2pxOoZo

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Smccann]

I bought the 61XL today and that one worked. How can i get a refund or exchange on the 2 other 61 cartridges i purchased. Thanks.

[Dvortex]

Hello, @Smccann

Thanks for the update and glad to know that the issue is resolved after replacing the cartridges 🙂

Please contact the HP phone support to get assistance in replacing the defective cartridges.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!