Printer cartridge error

[Pammac25]

Purchased a set of 63XL color and black cartridges in May, Installed them in June.  Came home from vacation and there is an error message that there is something wrong with the black cartridge.  The are genuine HP cartridges purchased at Office Depot.  I've hardly used any of the black ink so it's kind of annoying!  At $50 plus a crack replacing them is not cheap!  How can I get HP to stand behind their products and replace it?

[Sneha_01]

Hi @Pammac25,

Welcome to HP Support Community.

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

If you're experiencing a cartridge error with your HP printer, and you believe it’s related to a genuine HP cartridge purchased recently, there are several steps you can take to resolve the issue and potentially get a replacement. Here’s a detailed guide to help you address this problem:

**1. Check Cartridge Installation

• Reinstall Cartridge: Open your printer and carefully remove the black cartridge. Check for any protective tape or packaging that may have been left on the cartridge. Reinstall the cartridge securely, ensuring it clicks into place properly.

**2. Clean the Cartridge and Contacts

• Clean Cartridge Contacts: Turn off the printer and unplug it. Gently clean the contacts on the cartridge and in the printer using a lint-free cloth or a cotton swab lightly dampened with water. Be careful not to touch the nozzles or electrical contacts with your fingers.

**3. Perform Printer Maintenance

• Print Head Cleaning: Access your printer's maintenance menu from the control panel or printer software on your computer. Run a print head cleaning cycle to clear any clogs or issues with ink flow.
• Align Cartridges: After cleaning, you may also need to align the cartridges through the printer’s maintenance menu.

**4. Check for Error Messages

• Error Codes: If your printer displays specific error codes or messages, refer to the printer’s manual or HP’s online support to understand the meaning and possible solutions.

**5. Verify Cartridge Compatibility

• Correct Cartridges: Ensure that you are using the correct cartridge model for your specific HP printer. Verify compatibility on the cartridge packaging or HP’s website.

**6. Test the Cartridge in Another Printer

• Different Printer: If possible, test the black cartridge in another compatible HP printer to determine if the issue is with the cartridge itself or your printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support