New HP cartridges but won't print

[bill171]

I bought two new HP black cartridges from my usual dealer, never had a problem.  Installed the first and got an error message saying it wasn't an HP cartridge and not compatible.  Tried the second, no error message but the printer wouldn't print.  Tried internal test page and nothing.  I unplugged the printer and restarted, also didn't work.

Help!  Thanks, Bil 171

[MKazi]

@bill171

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP ENVY 4502 e-All-in-One Printer. I read that you have installed original HP cartridges that you've received through you dealer and after installing the first cartridge, the printer gives an error stating that it isn't  HP cartridge and not compatible. After installing the second cartridge, the error message is not there and it does not print anything.

To provide an accurate resolution, I need a few more details: 

• Have you tried removing the cartridges out and tried to insert the second cartridge first and checked if the error comes up?

Meanwhile, I did some research and found the compatible cartridges for your printer. The cartridge numbers vary based on the region you are in:

If you have the correct cartridges and if the issue persists then I suggest you to continue to troubleshoot by following the below steps:

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

If the error continues or of the printer does not print then please perform the steps as described in detail from this link. These steps have fixed similar cartridge related errors.

I sincerely hope this fixes the issue. Please feel free to let me know how it goes. All the best! 🙂