Incompatible Cartridges

[Truvy]

So I bought a new combo pack 63 HP ink cartridges. My printer accepted the black without any problems. But the color is apparently incompatible. I have tried every step on the HP website to fix this and still nothing. I can replace the old color cartridges and they work. But the new one just won't work.

Logged a case on5/24 and got a return email, that someone will phone me back. Still haven't received a call. So I phoned HP support, but that was useless. Any suggestions?

My computer and printer are all up to date with updates and it is only used at home.

[A4Apollo]

Hey there! @Truvy, Thanks for stopping by the HP Support Forums!

I understand you are getting incompatible ink cartridge error with your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Have you tried checking with a different ink cartridge?

As you mentioned you are getting incompatible ink cartridge error with your printer.

Try few steps recommended below.

Restarting the printer can sometimes resolve an ink cartridge error.
Press the Power button () to turn on the product.
With the product turned on, disconnect the power cord from the rear of the product.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the product.
If the product does not turn on by itself, press the Power button () to turn it on.

Refer this article to further troubleshoot ink cartridge issues with your printer. Link: https://hp.care/2wzQzvt

If the issue still persists after trying out the steps.

It is a hardware issue with your printer, please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

I hope you have a great day! 🙂

Please click “Accept as 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!

[Truvy]

Thank you for your reply. But as stated in my post, I have tried all solutions recommended by HP, including a hard restart. I even replaced some older tri-color cartridges and it worked fine. Just not the new one. Printer works perfect, as long as I don't put the new tri-color in.

[A4Apollo · Accepted solution]

@Truvy, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you mentioned when you insert the old cartridges to your printer it works fine.

It certainly looks like a faulty ink cartridge, please contact HP support and order get the cartridge replaced under warranty.

HP Support can be reached by clicking on the following link: 

1. Click on this link – www.hp.com/contacthp/
2. Click on “Continue as guest”.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on “Show Options”.

Please mark my post as accepted solution if you feel I have answered your query.

Hope this answers your query!

Take Care! 🙂

Please click “Accept as 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!

[Truvy]

Thank you for your help. I have made contact with HP and a very helpful man sorted me out. My cartridge is faulty and HP will be replacing it.

[MKazi]

@Truvy

You're welcome. 🙂

I'm glad that the issue is sorted and truly appreciate your patience and efforts.

As @A4Apollo is out of the office today, I'm replying to you.

I hope your printer remains healthy for a long time and serves you well.

Take care!