Genuine ink cartridges saying incompatible

[Candy19]

Hi, I have a HP envy 5530 all in one printer and only ever use genuine ink cartridges. I replaced the inks around 2 months ago and both cartridges are over half full. My daughter was printing off her homework and after printing 5 pages the error message came up saying we are using incompatible cartridges and to change them for HP ones.

We can now no longer use the printer and I'm not sure why this error is coming up and how to rectify it. Can anyone help please?

[ShlomiL]

Hi,

Does the error refer to the Black or the Tri-Color ink cartridge? you should see the referred cartridge marked below the message (A Circle - Black, 3 Dots - Tri-Color)

Please remove the affected cartridge and close the door, can you then use the printer in reserve mode without the faulty cartridge?

Next follow solutions 2 - 6 below to inspect, clean the cartridge contacts and restart the printer, then check if you may see any difference:

https://support.hp.com/us-en/product/hp-envy-5530-e-all-in-one-printer-series/5304881/model/5304882/...

If there is no change you should return with the cartridge to the retailer to claim a cartridge replacement, it should be covered by warranty, usually the retailer should sent the cartridge to HP which then replace the cartridge or replace it if its found wrong..

Shlomi

[Candy19]

Thanks for the reply. The problem appears to be being caused by the black cartridge. It is a genuine HP one. I no longer have the receipt so I'm not sure how I can get a replacement from Tesco as I don't have proof I bought it there?

[Candy19]

I went out and bought another cartridge and again it is the same problem. Genuine HP cartridge and it isn't recognising it, so I guess the problem is with the printer. 

[RiderPro]

Hey !

Whenever you think it's a hardware issue with the printer then simply use the website : www.hp.com/chat and get connected to the HP technician and they will help you with the replacement .

And whenever it is a faulty cartridge ,HP is one of best companies in printers and they always replace it free of cost if they are not depleted and not expired.