63XL tri-color cartridge not communicating in Officejet 5258

[JJ99999]

HP OfficeJet 5258 printer. Purchased new HP 63XL cartridges over weekend (2-pack) from Costco. Installed and the black cartridge works, but tri-color at first seems fine (detects full ink) then gives "not communicating" error when trying to use. Went through troubleshooting guide twice with no success. Replaced with old cartridge which, though empty and therefore not able to actually print anything in color, is able to communicate without issue. Can't figure out in the byzantine maze that is HP's virtual assistant and websit'es circular links how to actually follow through on a warranty claim. 

[Echo_Lake]

@JJ99999

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• Does the copy print out the same way?
• What's the application you are trying to print from?
• Have you tried printing from a different application or device?

Keep me posted for further assistance.

[JJ99999]

Thank you for the response and suggestions Echo Lake.

I reinstalled the new cartridge this morning and tried out your scenarios. Unfortunately all end in the same "the indicated cartridges are not communicating correctly". The cartridge is originally recognized and shows full ink volume, but upon any kind of printing (from Chromebook, desktop, direct on printer for status report) or copying it fails. The copy spit out a partial page with smeared color before getting to same error point. 

Appreciate any guidance on next best steps here.

[Echo_Lake]

@JJ99999

Thank you for posting back. 

If you have already performed the steps from the document Error Indicates Faulty Ink Cartridge and the issue persists, it could be a hardware failure. I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[JJ99999]

Trying again since my last attempt to respond isn't in this thread.

While I appreciate your help EchoLake, the proposed solution is not working for me.

The link you sent in the private message does not lead me to a "Still need help? Complete the form to select your contact options" link, and there is no phone number.

I'm also confused on the identification of this as a hardware issue, if you meant printer. The original cartridge is recognized but is out of ink. The new one fails immediately upon insertion. When the original goes back in, no issues. This to me points to the cartridge, not some other hardware problem.

What is the process to pursue a warranty claim? The byzantine HP website makes it difficult to work a solution. Two of the options -- call the regional customer support phone number listed on the product insert, or click Contact HP on this page for more support options -- are dead ends with no phone number to be found and the "Contact HP" sending me in circles. I also can't figure out from the HP website if "visit retailer" includes returning to Costco and that they'd know what to do. Please provide clear instructions that do not involve me paying for customer support to hear them tell me to perform the same checks the website already sent me through for a malfunction associated with a cartridge. Thank you.