Printer won't accept genuine HP cartridge. Advice needed!

sallysnowchick · May 12, 2016

Hi, I have an HP Envy 4500 printer that's about 18 months old. It's worked fine until I changed the last black ink cartridge to a new hp one (301 XL), then it kept coming up with the error message 'Incompatible cartridge. The indicated cartridges are not intended for use in this printer' . I ended up buying another cartridge for it - also a genuine hp one - but the error message is still coming up and it won't print. Both times it has printed a few things, then a few days later comes up with the error message and stops printing. I've tried contacting HP but they say they can't help as it's out of warranty. Any advice as to what it could be would be greatly appreciated. I really can't afford to buy another printer so soon. Thanks, Sally

COLGeek · May 12, 2016

Seems the 301 XL is not a compatible cartridge for the Envy 4500:

http://store.hp.com/us/en/mdp/ink-toner/hp-envy-4500-e-all-in-one-printer

sallysnowchick · May 13, 2016

Apparently it should be compatible:

http://www.cartridgesave.co.uk/ink-cartridges/HP/Envy-4500-e-All-in-One.html

COLGeek · May 13, 2016

Honestly, I would be more inclined to believe HP than a 3rd party vendor. Try getting the compatible cartridges that HP recommends and your issue should be alleviated.

Sorry for your hassles.

sallysnowchick · May 13, 2016

Thank you for your help. I will check with the supplier.

COLGeek · May 13, 2016

You should also check with the HP support site to see if there is a firmware update for your printer. It is conceivable that such an upgrade could allow for a wider use of print cartridges. Not likely, but worth checking out.

sallysnowchick · May 15, 2016

hp says the 301 is the correct cartridge for this printer in the UK.
http://store.hp.com/UKStore/Merch/Supplies.aspx#!q=HP%20ENVY%204500%20e-All-in-One%20Printer&type=model
Any other ideas anyone?
Thanks, Sally

COLGeek · May 15, 2016

Look at the contact area where the cartridge gets plugged into the printer. There could be something (i.e., dried ink, or dust) preventing a good connection between the cartridge and printer, thus the error.

If so, a cotton swab, dipped into water (squeeze excess moisture from swab) can be used to clean contact. Make sure the area dries before trying to re-install the cartridge.

sallysnowchick · May 15, 2016

Hi,
I have looked but it all seems clean and clear. At a loss as to what to do next really. Looks like I'll have to fork out for a new printer - not an hp one!!

COLGeek · May 15, 2016

Do you have your old cartridge? If so, does it read properly?

I had a previous HP printer (an OfficeJet) that did something similar and it found a home at a tech recycling facility because of toner issues. I have a Brother all-in-one that has been serving my needs since, with zero issues.

Overall, I have had good experiences with HP printers, but every now and then, one has issues. Good thing these printers are fairly inexpensive.

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Printer won't accept genuine HP cartridge. Advice needed!

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