Cartridge error message

[Anisayaf]

I have replaced both cartridges which are both brand new and I am getting the error message ….the indicated cartridges are not communicating with the printer….I have done everything switched it off , put cartridges in and out again and again and again …can someone please help 

[Nal_NR]

Hi @Anisayaf,

Welcome to the HP Support Community! 

I’m here to help.

Are you enrolled in the instant ink program?

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

Perform the steps from this document here and see how it goes. 

Hope this helps! Keep me posted for further assistance.
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!

[Anisayaf]

I have removed the brand new colour cartridges and now the printer works , which means the colour cartridges you have sent me is faulty . Please can you arrange a replacement to be sent out other wise I will have to cancel my insta ink subscription. 

[Nal_NR]

Hi @Anisayaf,

We are sorry that the issue is not resolved.

In this scenario, I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted.

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. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

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

Click the “Yes" on the bottom right to say “Thanks” for helping

[Anisayaf]

Spoiler

You have not sent me any private message! can you please just arrange for the return of the faulty colour cartidge you have sent me.

[Nal_NR]

Hi @Anisayaf,

My apologies. I have sent the private message again. Kindly check and let me know.