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‎09-23-2019 01:12 PM

HP Recommended
Product: HP Envy 5643
Operating System: macOS 10.14 Mojave

I have an issue with my HP Envy 5643: 

1) I cannot print due to cartridge problem. It says "remove and reinstall the indicated ink cartridge, making sure it is correctly installed, and then touch OK." Nothing helps this. I tried updating the driver, which didn't help.

1 REPLY 1

‎09-26-2019 07:49 AM

HP Recommended

@hannahdavis11, Welcome to the HP Support Community!

 

I'm afraid this seems like a hardware issue with the ink cartridge or the printhead of the printer. Let us try these steps to resolve this issue:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Update the printer firmware

Click here to download and install the latest firmware from your MAC.

Click here to know different methods of updating printer firmware.

 

Make sure that the cartridges are compatible

This printer uses HP 62 Black and HP 62 Tri-color ink cartridges.

 

Clean the electrical contacts

Refer to Solution three mentioned in this document

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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