Telling me brand new printer cartridges are empty

[Phlteacher88]

I am trying to print on an HP ENVY Pro 6455. I have put 2 separate black HP 67XL cartridges in the printer only to get an error message that the cartridges are empty.i have cleared the brass on the printer connections where the cartridges go and turned the printer on and off and back on again. Still getting an error message. How do I get reimbursed for these cartridges so I can buy new ones? The color cartridge is working fine. I did not change that.

Thank you,

Patty McKelvie 

[VikramTheGreat]

Hi @Phlteacher88,

Welcome to HP Support Community.
 

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

AS I understand you have trouble using the new ink cartridges with HP envy pro 6455 and still getting cartridge empty error, to resolve the issue, please try the below steps and let me know how it goes

Please remove the Cartridges from the Printer if possible, and try a Hard Reset and keep us posted to help you better

** Hard reset :
1. Turn the printer on, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Unplug the power cord from the wall outlet.
5. Wait at least 60 seconds.
6. Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
7. Reconnect the power cord to the rear of the printer.
8. Turn on the printer, if it does not automatically turn on. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Please uninstall the HP Smart app --> restart the Device, Wi-Fi router and printer --> install it back and check

Please update the Firmware, from the link, this will help on how to update the firmware on the printer or devices

If you still face an issue, try to clean the contacts quickly enough that the cartridges are not outside of the printer for more than 30 minutes. The ink can dry and clog the nozzles if the cartridges are outside of the printer for too long.

1, Remove the cartridges
2, Place the cartridges on a piece of paper with the nozzle plate facing up.
3, Unplug the printer power cord.
4, Lightly moisten the lint-free cleaning material with clean water.
5, Clean the cartridge contacts. Avoid touching the nozzles. Replace the cleaning material if it gets dirty.
6, Clean the carriage contacts. Use new cleaning material if the material used on the cartridge contacts is no longer clean.
7, Let the parts dry for five minutes before reinserting the cartridges.
 

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!

VikramTheGreat

HP Support 

[eurofittyres]

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[eurofittyres]

Euro Fit Tyres Ltd, established in September 2022, is a private limited company based in London, England. Specializing in the retail trade of motor vehicle parts and accessories, the company offers a comprehensive range of services to meet diverse automotive needs.https://eurofittyresltd.co.uk/