Black ink not printing, can't get replacement cartridge

[LeeInBlack]

First time poster to these forums, long time sufferer of HP printers.

My Envy 6020e printer is just over one year old and the black ink has decide to stop printing. I've tried the cleaning procedure through the HP Smart app and even manually cleaning the nozzles yet the result is the same - the colour is okay but the black is non-existent.

I wanted to order replacement cartridges from Instant Ink but that says the levels are fine and they don't need replacing although I demonstrably disagree.  How do override this virtual assessment and get HP to send a new cartridge out? Or am i expected to shell out for a cartridge at my own expense thus negating the purpose of this service?

Thanks in advance.

[A_Gayathri]

Hi @LeeInBlack,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with the black ink not printing even though the Instant Ink service reports that the cartridge levels are fine. Here's what you can do to address this:

1. Check Cartridge Condition

Even though Instant Ink shows the levels as fine, the cartridge could still be faulty. Try removing the black cartridge and gently shake it to see if you can feel any ink inside. Also, inspect the cartridge for any visible damage.

2. Check for Clogged Printhead

If manual cleaning of the nozzles didn’t work, there might still be dried ink inside the printhead. You can try a more thorough cleaning:

• Turn off the printer.
• Remove the cartridges.
• Use a lint-free cloth soaked with warm water to wipe the printhead.
• Be sure to dry it thoroughly before re-inserting the cartridges.

After cleaning, run the printer’s built-in cleaning cycle again to see if it resolves the issue.

Clean the printhead | undefined
How to Clean Printer Heads: A Guide to Better Ink Efficiency

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[LeeInBlack]

Thanks Gaya but that didn't make a blind bit of difference. Plus the cartridge feels pretty empty to me.

So, back to my original questions, how do I get HP to send me a repalcement cartridge?

[A_Gayathri]

Hi @LeeInBlack ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private -icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!