HP Envy 4520 not recognising genuine HP black ink cartridge

[pennack]

Hello all, long time listener first time caller!

I'm trying to get my dear Mother's printer working, but it will not recognise a new ink cartridge,  upon installation of the cartridge it simply says "Ink Cartridges Problem - Remove and reinstall the indicated ink cartridge, making sure it is correctly installed"

The ink cartridge is a genuine HP one (HP 302), and I have tried a hard reset and plugging it directly into the wall without a surge protector or socket adaptor.

I cannot see support options to return cartridges, I also find the support menus too complicated on the HP website, so God only help my parents who can barely use a computer. Can cartridges be returned to point-of-sale with a receipt?

Many thanks,

Steve.

[senan6806]

@pennack

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

Most of the ink cartridge error's can be resolved by power resetting the printer and cleaning the cartridge electrical contacts.

Let's try these steps:

1) Make sure this printer is plugged into a direct wall, not a surge protector

2) Remove all of your ink cartridges from the printer and close the door

3) Remove the power cord from the back of the printer (Do no press the power button)

4) Clean the electrical contacts, refer to step 3 from this document.

5) Plug the power cord back into the printer

6) Wait for the printer to turn on completely, then install the ink cartridges.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[pennack]

Hi, thanks for the reply, but I’ve already tried this as stated in my original post. 

[senan6806]

@pennack

I'm afraid its a possible cartridge failure. Please call HP Support to obtain all available replacement options. I've send you a private message with instructions on how to contact your regional HP Support. Could you please check your inbox on the forums page for the private message.
Have a great day!

[KYDarlene]

I have had to return before and it was without a problem.  I purchased at Office Max and they did a return/exchange immediately with my receipt.