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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎05-09-2017 01:35 PM

HP Recommended
Product: HP Officejet 4635
Operating System: Microsoft Windows 7 (64-bit)

I bought a brand new Officejet 4635 at Costco last year. When black cartridge was low, I ordered twin pack HP 61 original ink cartridges from Office Deport online. Somehow both cartridges HP 61 showed "Incompatible Cartridge, the indicated cartridges are not intended for use in this printer" during installation.  I followed HP customer support troubleshooting: remove/reinsert cartridge, clean the electrical contacts, reset the printer. The printer still showed "Incompatible Cartridge".  I think both back cartridges may have problem and returned to Office Deport. Office Deport did wonderful service and refund my money. Then, I went to local Office Deport bought a single black cartridge HP 61. Unfortunately it was still "Incompatible Cartridge".

I did one experiment to replace color cartridge without any problem. Both the old and new color cartridges work fine. I am very sure the problem is from priner itself. Whatever reason printer can't recognize the new black cartridge, even it was genuine.

How can I get help to install back cartridge for Officejet 4635?

3 REPLIES 3

‎05-11-2017 02:06 PM

HP Recommended

Greetings @hwang, 

 

Welcome to HP Forums and Thanks for the post. 

 

I understand that you are facing an issue with your printer where it is not accepting the black cartridge. 

Not to worry, I will be glad to help. 

Kudos to you for trying a lot of troubleshooting steps on your own and describing the steps in a good manner. 

Was your printer registered for Instant ink earlier?

 

As you have already tried a lot of troubleshooting steps, request you refer to this HP Article and try any steps that you might have missed. 

If the issue persists, please contact our phone support for the service options available for your printer. 

 

Keep me posted. 

Chimney_83
I am an HP Employee

‎05-17-2017 11:47 AM

HP Recommended

Hi Chimney_83:

My printer wsa not registered for instant ink.

I followed HP article and tryed troubleshooting one more time. The issue persists.

My last option is to call phone support.

Thanks a lot.

‎05-18-2017 06:11 AM

HP Recommended

Thanks for the reply, please contact our phone support and let me know how it goes. 

 

Keep me posted. 

Chimney_83
I am an HP Employee

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