HP Envy 4520 not recognizing brand new cartridge

[DAWFx2]

Installed new HP black ink cartridge and error comes up saying to make sure it's installed correctly. The window on the printer shows that it is an empty cartridge even though it is brand new.

[archilles23]

Hi DAWFx2,

Thank you for using HP support forum. Few info require for us to understand better on the error and resolution.

Step 1:

Have you tried remove - clean contacts - reinstall the cartrdige based on support doc : "HP Printers - Incompatible Ink Cartridge or Ink Cartridge Missing Error"

Step 2:

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

If the issue persists, I would suggest here is to remove all the cartridges and then try to insert one cartridge and check which one is faulty. 

If you have followed the steps suggested and still having the issue. I would personally suggest you contact our HP phone support for further assistance.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

[DAWFx2]

It was determined the cartridge was defective.