Incompatible 63XL Ink Cartridge

[MelD1]

I loaded a HP 63XL color cartridge and received an 'incompatible" error.  I did all the troubleshooting - twice and this did not resolve the issue.  I purchase my cartridges from multiple sources, as needed and I can't locate a receipt so I can't return it. I purchased another cartridge and it loaded without issue.  Bottom line, my printer is fine - the cartridge is bad.  

I decided to reach out to HP for a replacement cartridge.  I have contacted three different groups at HP and been moved along.  I finally received a response today that my printer warranty had expired so nothing could be done BUT I could pay $19.99 (non-refundable) for a one time check.  Check of what exactly?  The printer is working and I'm out over $60 for a bad ink cartridge.  All I want is a replacement cartridge - How can I do this please?

Thank you.  

[Raj_05]

Hi @MelD1,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If you have an HP OfficeJet 4655 All-In-One Printer and it's showing that the 63XL ink cartridge is incompatible, there are a few possible reasons for this issue.

• Incorrect cartridge model: Ensure that you have the correct cartridge model for your printer. In this case, the HP OfficeJet 4655 typically uses the HP 63 or HP 63XL ink cartridges. However, there might be variations or regional differences, so it's always a good idea to double-check the compatibility of the cartridge with your specific printer model.
• Cartridge not properly installed: Make sure that the ink cartridge is installed correctly. Remove the cartridge and reinsert it firmly into the designated slot. Ensure that you've removed any protective tabs or covers from the cartridge before installation.
• Cartridge or printer firmware issue: Check if there are any firmware updates available for your printer. Sometimes, firmware updates can resolve compatibility issues with ink cartridges. Visit the official HP website and search for your printer model to see if there are any updates available.
• Counterfeit or third-party cartridges: If you are using non-HP or refilled cartridges, it's possible that they are not recognized or deemed incompatible by the printer. HP printers often have mechanisms in place to detect and reject non-genuine cartridges. In such cases, try using genuine HP cartridges to see if the issue persists.

I hope this helps. 
 

Take care and have a good day.

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

Alden4
HP Support

[MelD1]

Hello Alden4,

Thank you for your response.  While all of the options that you listed below are legitimate, I have verified and none of these options is applicable.  

The cartridge was a genuine HP 63XL, it was loaded correctly and there is no firmware to update.  Please keep in mind that I purchased a second HP 63XL cartridge and it loaded correctly and I was able to print.  This is the reason that I believe the actual HP cartridge is the issue/defective and not the printer.  

Please let me know if you have any other thoughts and how I can get a replacement cartridge.  Thank you.

Melodie Dorminy

[Raj_05]

Hi @MelD1,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support