Ink cartridge problem

[JacDav]

My printer signalled that I need to replace two of my colour cartridges (364 yellow and cyan).  I've replaced them but now it's saying "Ink cartidges problem.  The followingink cartridge must be replaced" then it shows the cyan colour in a triangle.  Initially it was saying there was a problem with the yellow cartridge but after much putting the cartridge in and out and switching the printer on and off it seemed to work but switched to a problem with the new cartridge.  If I replace the old cartridge back in - the printer is happy but then I can't print as there's insufficien ink.  This is so frustrating.

Any help gratefully received - I've already spent well over half an hour.

[DavidSMP · Accepted solution]

Hi @JacDav,

Good Day. A warm welcome to the HP community. I reviewed the case relating to ink cartridge errors after replacing new color cartridges. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

• Did you hard reset the printer?

For now please try these steps

• You’ve done great by checking if the old cartridge is being accepted by the printer. The replacement cartridges are not. One of the ink cartridges could be faulty. It might need to be replaced by contacting HP phone support.
• For now please try these steps:
• Please follow all the prescribed steps from his link: http://hp.care/2vIYhE1 and check if the issue gets resolved. If it does not then call phone support to get the cartridges replaced as one of them could be faulty.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[DavidSMP]

Hi @JacDav,

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution. 🙂 You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

[Michele56]

New printer cartridges will not work. I've already followed all advice to no avail. Are they faulty cartridges?