Replaced print cartg 901 with 901xl and getting incompatible message

[PamiSue]

I replace the black cartridge 901 with a  HP 901XL and get a cartridge incompatible message.  I have tried turning off, unplugging the machine. Nothing.  If it's a faulty cartridge...what do I do?  These things aren't cheap. 

[MathewT · Accepted solution]

Hey @PamiSue, Thanks for reaching out. I would love to help!

I understand you have some issues with your new cartridge and it's giving you an error "incompatible cartridge".

I would request you to follow the link given below to troubleshoot this issue and let me know if this helps you fix the issue.

Link: http://support.hp.com/us-en/product/HP-Officejet-4500-All-in-One-Printer-Series---G5/3919445/model/3...

If this does not work, I would request you to contact our Phone Support team and get the cartridge replaced. They will do the needful.

Link: hp.com/contacthp

Regards

[PamiSue]

I called customer support and after going through the trouble shooting steps, i was still getting the same error message.  HP will be sending me a replacement cartridge.  Thank you so much for your help.  

[Chimney_83]

Hi @PamiSue, I am the @Chimney_83. It looks like you were interacting with @MathewT, but he is out of the office today so I'll take over from here.

Thanks for the reply, trying the troubleshooting steps suggested and contacting our phone support to have the cartridge replaced. 

I am sure the issue will be resolved by the replacement cartridge. 

Please do post your technical queries on our Forums for assistance. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

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Please do post your technical queries on our Forums for assistance. 

Good Luck.