"The following ink cartridge(s) must be replaced" on screen after installing new genuine cartridges

[Gerrie2]

Installed new genuine HP 61 XL color cartridge after getting low ink message on my Officejet 4635.

Got new message "Ink cartridge problem.  The following cartridge must be replaced.  Took it out and reinstalled.  Pressed OK.  Same message.  Installed new genuine HP 61 XL black cartridge.  Pressed OK.  Same result.  

Continued removing and repalcing same cartridges.  Same result.

Turned printer off and on.  Same result.

[Dvortex]

Hello, @Gerrie2 – Greetings!

Thanks for reaching out! I’d like to be of your assistance 🙂

I understand that you are facing issues with the ink cartridges on your HP printer. Try the steps listed here to try and fix the issue: HP Customer Support - Software and Driver Downloads

Make sure you follow the steps under "Solution 2 - Solution 6" to try and fix the issue.

Let me know how that goes!

Cheers 🙂
 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Gerrie2]

I went thru Solutions 2-6 and determined that it was the color cartridge that was causing the problem.  The printer is now working in single cartridge mode and I will be returning the color cartridge to get a new one.

[Dvortex]

Hello, @Gerrie2

Thanks for the update & Great stuff! Glad to know that you were able to fix the issue 🙂

Also, if you face any issues to get the cartridge replaced, please contact the HP phone support to get the service options.

HP Technical Support can be reached by clicking on the following link: www.hp.com/contacthp/

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) 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.

Please consider marking my post as "Accepted Solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumbs up" to give me "Kudos".
 

Visit us again if you have any concerns!

Thank you again and may you also have a great day and even better tomorrow 🙂

[ah41046]

I was having the exact same issue with the same printer and it turned out to be a bad color ink cartridge! So glad I came across this article because I spent a lot of money on new black ink cartridges, but nothing seemed to be working.