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‎07-25-2020 07:46 PM

HP Recommended
Product: HP ENVY Photo 7858
Operating System: Microsoft Windows 10 (32-bit)

Out of the blue my printer started giving me an error message regarding my black cartridge.  I followed the steps given, removed, cleaned the with lint-free cloth using distilled water, did the hard reset, updated drivers, etc.  But the problem persists, I even put in my old black cartridge (the one that came with the printer) and the problem continued.  I was informed that I cannot obtain a new cartridge until my printer is online regardless of the fact that I have been on the instant ink program for well over a year now.  Please let me know if there's any way to bypass this issue or if I can receive a new black ink? 

 

Thanks,

1 person had the same question
1 REPLY 1

‎07-28-2020 07:27 AM

HP Recommended

Hi @Leut73

 

Welcome to the HP Support Community. 

 

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile Name, you should see a little blue envelope, please click on it. 

 

Let me know. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day!

Asmita
I am an HP Employee

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