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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I put in the correct ink cartridge but the printer states

Customer Question

I put in the correct ink cartridge but the printer states (ink cartridge problem) the following ink cartridge must be replaced
JA: What is the exact make and model of your printer? And what kind of cartridges are you using?
Customer: hp envy 4500 and I used hp 61 cartrige
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc windows 7 but I have not linked it to my computer yet
JA: How long has this been an issue? What happened right before this popped up?
Customer: nothing I have had this printer in storadge for a while waiting for me to buy ink. now that I have ink I tried replacing it and got this signal
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no I think that's it
Submitted: 1 month ago.
Category: Printers
Expert:  Kris R replied 1 month ago.

Hi, my name is ***** ***** I’ll do my best to help you today. I may have some follow-up questions to help me better understand your question.

Expert:  Kris R replied 1 month ago.

Hi
Sorry for the delay, we are busy and I've just got to your question.
Can you let me know when you're ready to look at this and we will make a start.
Thanks
Kris

Customer: replied 1 month ago.
What do you think the problem is
Expert:  Kris R replied 1 month ago.

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

Customer: replied 1 month ago.
Done
Expert:  Kris R replied 1 month ago.

Please connect it back-up. Does it work now?

Customer: replied 1 month ago.
Same problem
Expert:  Kris R replied 1 month ago.

OK - Can you try it with the INK out and once it's connected back up you will see an error "No ink found"

When it asks you to do this, put the ink back in.

Customer: replied 1 month ago.
Piped up with the same problem
Expert:  Kris R replied 1 month ago.

Hi,

From the printer control panel itself, please try:

  1. Touch Settings (wrench symbol),
  2. Touch Tools,
  3. Scrool down,
  4. Touch Restore Factory Defaults
Customer: replied 1 month ago.
None of the buttons will take me past the ink cartridge error screen
Customer: replied 1 month ago.
I'm going to try and return the cartridge back to the store please refund my money
Expert:  Kris R replied 1 month ago.

Hi,

Please replace the INK and I will of resolved your issue.

Thanks

Kris

Customer: replied 1 month ago.
That's exactly what I said please refund my money
Expert:  Kris R replied 1 month ago.

Have you tried restarting your computer?

Customer: replied 1 month ago.
Please refund my money back
Expert:  Kris R replied 1 month ago.

Please do not respond - Flagging for refund