9015e Cartridge not communicating

[DerekPringle]

Hi, a few nights ago, the printer showed a 'cartridge not communicating' error. I've followed the instructions to clear teh fault but the issue remains.

Having bought the 9015e in June 2021, the Black cartridge is the original one, it hasn;t been replaced.

The other cartridges have all been replaced once.

Are you able to send me a Black cartridge ?

Having subscribed to Instant Ink, my subs are in teh region of £300 hence hoping you can send me a replacement Black.

I'm not willing to pay for a new cartridge to discover the problem is with the printer itself.

Thanks

[VikramTheGreat]

Hi @DerekPringle,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can truly understand your frustration, especially after investing in HP Instant Ink for years and now facing a “cartridge not communicating” error with your OfficeJet Pro 9015e, using the original black cartridge from 2021.

Let’s walk through what you can do and how HP can support you.

The “cartridge not communicating” message typically indicates:

• A faulty cartridge chip
• Dirty or misaligned cartridge contacts
• A firmware or connectivity issue

Since your printer is enrolled in HP Instant Ink, and you’ve already tried the recommended steps, you may be eligible for a free replacement cartridge.

Steps to Try Before Requesting a Replacement

1. Remove and Reinsert the Cartridge
   • Power off the printer.
   • Remove the black cartridge.
   • Gently clean the copper contacts with a lint-free cloth.
   • Reinsert it firmly and power the printer back on.
      
2. Check Internet Connection
   • Instant Ink cartridges require an active internet connection to authenticate.
   • Make sure your printer is online and connected to Wi-Fi.
      
3. Update Firmware
   • HP OfficeJet Pro 9015e All-in-One Printer | HP® Support and install the latest firmware.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[DerekPringle]

Hi VikramTheGreat, many thanks for your reply and what a very cool handle !!

I've removed the cartridge and cleaned the contacts and also powered off and on again - the cartridge is still not being recognised.

The printer is connected to my network via a cable and it's communicating with the Smart App without any problems.

I've also disconnected the cable and the printer is now working over wifi.

The other 3 cartridges are being recognised without any issues.

FW - the installer states "Cannot update the device. This firmware updater does not contain upgrades for your device"

Can you arrange for a new black cartridge to be sent please ?

Thanks

Derek

[VikramTheGreat · Accepted solution]

Hi @DerekPringle,

Thank you for the kind words and for sharing those detailed steps! I truly appreciate the time you’ve taken to troubleshoot so thoroughly.

Since your printer communicates correctly with both the HP Smart App and your network, we can confirm the connection isn’t the issue. The fact that only one cartridge isn’t being recognized, even after cleaning the contacts and restarting, helps narrow this down to either the cartridge itself or the cartridge slot on the printer.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[DerekPringle]

Thank you VikramTheGreat, i've sent the info requested via private message.

Cheers

Derek

[VikramTheGreat]

Hi @DerekPringle,

Thank you for sharing the details. I tried to check and see that the printer shows it's not connected to the Instant Ink network. Please try the hard reset and HP App installation, then add the printer and try.

1. Perform a Hard Reset

• Turn off the printer.
• Unplug the power cord from the printer and the wall outlet.
• Wait 60 seconds.
• Plug it back in and turn it on.

2. Install HP App: HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[DerekPringle]

Hello,

after our previous messages, I turned the printer off 🙃

It’s back on again 😁

cheers

[VikramTheGreat]

Hi @DerekPringle,

Thank you for the fun update. I love the emojis! I’m glad to hear your printer is back up and running. Sometimes a simple power cycle really does the trick, and it’s wonderful that everything is working again.
 

If you notice any further issues or just want some tips to keep your printer running smoothly, don’t hesitate to reach out. We’ll be happy to help.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[DerekPringle]

Hello,

looking forward to receiving a black cartridge to hopefully solve the communication error .

hope you have a great day @VikramTheGreat

cheers

Derek

[DerekPringle]

Hello @VikramTheGreat,

many thanks for arranging for a replacement cartridge to be sent to me.

It arrived this morning and i'm very glad to report that my printer is now fully operational again.

Thank you again, your assistance is very much appreciated 😉

Cheers

Derek