Printer tells me I have to replace the cartridge

[richarda1]

The prnter tells me I need to replace the color cartridge. I did and iit still indicates I need to replace the cartridge. This happened with my wife's computer and after I took it offline, it stopped doing this. I tried it with mine -- no luck. Thanks.

[Elohi_NR]

Hi @richarda1,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information

Are you using HP genuine ink cartridges?

In this case, I would recommend you to try cleaning the cartridge.

1. Gather the following materials.

  Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

  Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the ink cartridges)

2. Press the Power button to turn on the printer.

3. Slide your fingers into the two slots, and then gently lift up to open the ink cartridge access door. The carriage moves to the ink cartridge access area. Wait until the carriage is idle and silent before you continue.

4. Disconnect the power cord from the rear of the printer.

5. To release the ink cartridge, lift the lid on the ink cartridge slot, and then gently push the lid back until it stops.

6. Pull up on the ink cartridge to remove it from the slot.

7. Hold the ink cartridge by its sides.

8. Lightly moisten the lint-free cloth with distilled water, and then squeeze any excess water from it.

9. Clean only the copper-colored contacts on the ink cartridge, and then allow the ink cartridge to dry for about 10 minutes.

10. Use the swab or cloth to clean the electrical contacts in the carriage, located inside the printer in the ink cartridge slots.

11. Allow the carriage contacts to dry for about 10 minutes.

12. Hold the ink cartridge at a slight upward angle with the ink cartridge contacts facing the rear of the printer, slide the ink cartridge into the empty slot, and then close the lid on the ink cartridge slot to secure the ink cartridge in place.

13. Close the ink cartridge access door.

14. Reconnect the power cord to the rear of the printer. 

Hope this helps! Keep me posted for further assistance.
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!

[Elohi_NR]

Hi @richarda1,

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reach out to us.

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[richarda1]

Hi Elhohi_NR. Cleaning the cartridge is basic. I have done that. Yes, I am using a genuine HP cartridge. 

[Elohi_NR]

Hi @richarda1 

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!