Re: Printer failure after replacing black cartridge with one I purchased directly from HP

Hi @Jim4302 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It’s frustrating when a new cartridge causes issues, especially when it’s from HP. Let’s troubleshoot further to identify and resolve the problem:

Step 1: Verify the Cartridge

Inspect the Cartridge:

• Check for any visible damage or leaks on the cartridge.
• Ensure the protective tape has been completely removed from the cartridge contacts.

Test with Another Cartridge:

• If you have an older or spare black cartridge, try installing it to see if the issue persists. This will help determine if the new cartridge is defective.

Step 2: Clean the Contacts

1. Turn Off the Printer and unplug it.
2. Clean the Cartridge Contacts:
   • Use a lint-free cloth slightly dampened with distilled water to gently clean the copper contacts on the cartridge.
3. Clean the Printer Contacts:
   • Similarly, clean the contacts inside the printer where the cartridge connects.
4. Allow everything to dry completely before reinserting the cartridge.

Step 3: Reset the Printer

1. Turn off the printer and unplug it from the power source.
2. Wait for 2–3 minutes.
3. Plug it back in and turn it on. This can help reset the printer’s internal systems.

Step 4: Perform a Semi-Full Reset

1. Access the hidden support menu:
   • Open the printer door and remove one of the cartridges.
   • Close the lid and press the Home button on the screen.
   • Tap the area where the Back button would be four times to access the support menu.
2. Navigate to the Reset Menu and select Semi-Full Reset.
3. Follow the on-screen instructions to complete the reset.

Step 5: Update Printer Firmware

1. Update the firmware on an HP printer | HP® Support
2. Download and install the latest firmware updates for your printer.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye