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‎03-28-2018 08:01 AM

HP Recommended
Product: HP X476DW
Operating System: Microsoft Windows 10 (64-bit)

I have changed the magenta cartridge and now get the printer failure message. When I put the old cartridge back in it works. I have tried 3 new magenta cartridges. Any ideas?? Machine is 3 years old

1 person had the same question
11 REPLIES 11

‎03-28-2018 08:28 AM

HP Recommended

Hi,

 

Please follow the steps mentioned in the link below and see if this helps you

 

https://support.hp.com/us-en/product/hp-officejet-pro-x476-multifunction-printer-series/5276617/mode...

 

Thanks

Although I am an HP employee, I am speaking for myself and not for HP.

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‎03-28-2018 08:32 AM

HP Recommended

Hi Markjust,

 

If i understand correctly, you purchased a new cartridge and you are getting a rejection error message, however when you connect the old cartridge, then all works fine.  I strongly beleive that the printer is working fine, it just might be that the plastic lable may not be removed from the cartridge or possibly the new cartridge may be faulty.  If the cart is faulty, you can definately get it replaced.

 

 

Hope it helps.

 

 

Regards

ArickF2

 

 

Although I am an HP employee, I am speaking for myself and not for HP.

Although I am an HP employee, I am speaking for myself and not for HP.

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
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‎03-28-2018 08:55 AM

HP Recommended

Hi , I have tried 3 or 4 new cartridges and it still the same error message. 😞

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‎03-28-2018 09:13 AM

HP Recommended

Hi Markjust,

 

Are you by any chance registered to Instant Ink service from HP?

 

 

 

 

Regards

ArickF2

 

 

Although I am an HP employee, I am speaking for myself and not for HP.

Although I am an HP employee, I am speaking for myself and not for HP.

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
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‎03-28-2018 09:14 AM

HP Recommended

No we buy them as and when we need them from local dealer

 

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‎03-28-2018 09:20 AM

HP Recommended

Hi Markjust,

 

Then i know what the issue is. The cartridge that you are recieving isnt a genuine  HP cartridge. In order to confirm that , look behind the old cart that you have and the new one that you got. if the chips dont match, or looks like its stuck with some sticker or glue then its a genuine cart.  Match the cart numbers as well.

 

 

This will surely help

 

 

 

Regards

ArickF2

 

 

Although I am an HP employee, I am speaking for myself and not for HP.

Although I am an HP employee, I am speaking for myself and not for HP.

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
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‎03-28-2018 09:27 AM

HP Recommended

I have tried new original carts and compatibles.  The old one that works is a compat!

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‎03-28-2018 09:43 AM

HP Recommended
Hi Markjust,

It's actually great that you have already tried all possible troubleshooting. All I can suggest now is call the hp technical support team and update them that u have tried all possible steps and it's still not working. They might provide you some extra steps but will come to a resolution that would please you. May be a printer replacement. Give it a try.


Thanks and regards

ArickF2
Although I am an HP employee, I am speaking for myself and not for HP.

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
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‎03-29-2018 02:34 AM

HP Recommended

Do you happen to have the number that I should use to call them please?

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