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Black ink is out of ink, bur error prevents a new one from shipping out

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OfficeJet Pro 8710

We have been printing just fine with instant ink on our OfficeJet Pro 8710.  The 3 color cartridges are still half full, but the black ink cartridge ran out but the printer screen says the installed cartridge is not instant ink but it is.  The error message in our instant ink account says..."Either an ink cartridge is not installed or there is an issue with the installed cartridge. Replace or clean the cartridge to resolve the issue—you will not receive ink shipments until the error is resolved."


We've taken it out, cleaned it, replaced it in its slot, restarted the printer...Same errors.  We've spent hours trying to trouble shoot this to no avail.  It won't even let us bypass the black and print just using color.  We are a business and we can't print.  This is unacceptable.


Please help us!!  We just want a new black cartridge sent to us.


Thanks for any help!


Reverb Performing Arts Center

HP Support Agent
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@ReverbPAC, Welcome to the HP Support Community!


Apologies for the inconvenience caused. As the issue is related to Instant ink cartridges, I need more information to help you out.


Since the instant ink account details are confidential, please send me the required information via private message.


I am sending you a private message with the information required.

Let me know how this goes.


If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I am an HP Employee

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