Black Ink cartridge replacement error

[redozark]

Yesterday I purchased a new HP 61 black ink cartridge and loaded it into my HP Envy 4500. It printed a test page and then an error message appeared: "The following ink cartridge must be replaced." It is a brand new ink cartridge from the store, and I tried troubleshooting such as cleaning the cartridge and turning the printer off and on again. 

What can I do? This was an expensive cartridge and I cannot print with it--all existing troubleshooting tips that I've seen within this community have proved futile and there is simply no way to get a hold of an HP customer service agent.

[Roopa-S]

@redozark

Welcome to HP Forums, 
This is a great place to get support, find answers and tips. Thank you for posting your query. I'll be more than glad to help you out 🙂 

To fix the cartridge related issue, manually clean the area around the ink nozzles.

For instruction and additional troubleshooting steps: Click here

If you have already tried all the steps and issue persists, Please contact our phone support regarding the replacement cartridge.

Click on this link – http://www.hp.com/contacthp/ 

Select the product type. 

Enter the serial number of your device or select let HP detect your product option. 

Select the country from the drop-down. 

You should see the HP phone support number or Chat option listed. Fill the web-form. A case number and phone number will now populate for you.   

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!

[redozark]

Hello,

The printing issue is persisting and the link to contact customer support that you provided is actually broken and unfortunately does not help me at all. I would appreciate the ability to actually talk to someone regarding this matter further...

Thank you.

[Roopa-S]

@redozark

We have limited support boundaries in the support community as of now. In order to resolve the issue we have to elevate the case to next level, I will share you few details through a private message.    

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.