Hi Karen I see you encountered an error message. That is not what we hope for our customers. We want you to feel confident in our products. Therefore verify the cartridge is real at www.hp.com/anticounterfeit/. To solve the error message restart the printer with the cartridge removed. Additionally you may need to revert any recent updates to the printer. Amanda HP Care www.hp.com/support/
Hi Robin Your experience is frustrating. I completely get where you are coming from. Did you receive any error messages? Error messages are caused by the syncing of the printer. If it does not recognize the cartridge it will not print. I would also clean the cartridge and check on any recent updates. If nothing works return the cartridge at www.staples.com/sbd/content/help/shipping/. Amanda HP Care www.hp.com/support/