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katiehearn08
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Message 1 of 2
91
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HP Recommended

Cartridge Problem

HP Envy 5000 All-in-one Printer Series
macOS 10.14 Mojave

Hello!

About a month ago, I installed my first shipment of HP Instant Ink cartridges. Now, my printer says there is a "Cartridge Problem" and will not allow me to print. I have removed and reinstalled the cartridges, cleaned them according to website instructions, unplugged and reset my printer, and checked for firmware updates. I'm now out of ideas. I feel as though I may need to replace the cartridge, and am frustrated that HP Customer Support is not open on weekends so I can resolve this issue quickly.

Thank you for any help you can provide.

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Level 7 GOLD_MASTER
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Message 2 of 2
84
Flag Post
HP Recommended

Cartridge Problem

Hello @katiehearn08 

  1. If the error persists and your printer uses two ink cartridges, reset your printer.
    1. Remove the ink cartridges from the printer and set them aside.
    2. Unplug the printer.
    3. Wait 30 seconds.
    4. Plug the printer back in.
    5. Reinstall the ink cartridges.
    6.  
  2. If the error persists, contact HP Instant Ink support.
    1. Go to hpinstantink.com/signin (the HP Connected website) to sign in to your HP Instant Ink account, if you are not signed in already.
    2. Click Contact HP Support in the Help Center area of the account page.
    3. Select Chat Now or Get Phone Number (Chat is not available in all countries).
    4. Fill in the form, and then click Chat Now or Submit.
    5. For phone support, call the number displayed and be prepared to provide the case number that is displayed on the contact page.
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