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won't recognize full ink cartridge

HP Recommended
HP Envy Pro 6455
macOS 10.15 Catalina

set up printer yesterday (second one in a couple weeks-1st one had bad hardware according to HP support) printed fine yesterday and most of today.  Not super high number of prints, but said low black ink and stopped  printing...print was illegible...replaced with HP cartridge, it did it's alignment or whatever it does automatically, printed 2 pages and said out of ink and stopped printing.  Took black out and reinserted it, started up and printed absolutely nothing on a piece of paper.  Unplugged it from the printer, plugged back in and still nothing.  took both cartridges out, made sure it was plugging into the wall, unplugged again from the printer, plugged back in, put ink cartridges in again, waited and did nothing to print again. Still have the yellow exclamation mark on the ico in my dock and says marker supply low...

 

Please Advise!!

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HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@RebeccaR07, Welcome to the HP Support Community!

 

To know how to insert the ink cartridges, kindly refer to - Replacing Ink Cartridges

 

Update the printer firmware

Click here to download and install the latest firmware from your MAC.

Click here to know different methods of updating printer firmware.

 

Check the ink levels from your Hp Smart app to make sure the printer is reading both the ink cartridges.

 

Perform the steps 1, 10, and 6 respectively from this document. 

 

If the issue persists, please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

 

Keep me posted for any other assistance.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as 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!

Have a great day! 

KUMAR0307
I am an HP Employee

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