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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
kwells45
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Solved!

Cartridge problem

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HP Envy Photo 7855
Microsoft Windows 10 (64-bit)

I printed a page fine this evening.  The next time I tried to print I got a blue screen.  I rebooted the printer.   Then I got a "cartridge problem" error.  It says to remove the black cartridge and reinstall it properly,  I did as suggested.  No luck.  I removed cartridges, unplugged everything, let it sit, pressed the power button for 30 seconds to drain any power, plugged it all back in.  Still get the error.   I cleaned the contacts.  Nothing.   I was able to print in single cartridge mode with only the tri-color.  I got a box from instant ink recently but it only has a tri-color cartridge, so I can't try replacing the black cartridge to see if that helps.  Can't seem to find any one I can talk to at HP Ink since my printer warranty is expired and it's a Friday night.   

 

Any other suggestions?

 

Thanks

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Jay_G24
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As per the last update from your printer,  you have over 70% ink in the black cartridge. This was the reason the replacement cartridge was not sent yet.

and you have already tried all the relevant steps, so could you please confirm your shipping address?

 

 

 

 

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Jay_G24
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Hi @kwells45

 

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. 

 

And, Welcome to the HP Support Community

 

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!

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Jay_G24
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Message 3 of 18
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As per the last update from your printer,  you have over 70% ink in the black cartridge. This was the reason the replacement cartridge was not sent yet.

and you have already tried all the relevant steps, so could you please confirm your shipping address?

 

 

 

 

View solution in original post

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kwells45
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Yes, I tried all the trouble shooting steps recommended and it just keeps saying to remove the black cartridge and reinstall  it properly.

 

The shipping address is:

Kathleen Wells

1015 S 7th St

DeKalb IL, 60115

 

Will a replacement cartridge fix the problem or is there a bigger problem with the printer?

 

Thank you

Thank you

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Girish_GK
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Hello I am also facing the same Cartridge Problem for my Color Cartridge slot. I did everything as others did, cleaning, restarting.

But issue still persists.

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SusanOh
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My printer says to remove and reinstall the indicated cartridge (black) making sure it is correctly installed.  I have done that.  I purchased a new cartridge and installed that and still the same message.  It said to unplug and replug and I did that.  Then it said to wipe off with distilled water and i did that and still not working.  I appreciate any help!

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Kumar0307
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@SusanOh, Welcome to the HP Support Community!

 

What model printer are you using?

Make sure you have tried the steps mentioned in this document - HP Printer Does not Print and Error Indicates Faulty Ink Cartridge

 

If you have already used a new ink cartridge and the error persists, it means the issue is with the printer and not the ink cartridges.

Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

 

Keep me posted for any other 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!

Have a great day! 

KUMAR0307
I am an HP Employee

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SusanOh
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I have an HP Envy photo 7858 printer.  Are you saying my solution to the problem that says remove and reinstall the indicated cartridge (black) and I have done everything they suggested to do is to take it somewhere to be fixed?  I am not able to fix it at home?  Thank you for your help.

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Kumar0307
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@SusanOh

 

If you have tried the steps from this document - HP Printer Does not Print and Error Indicates Faulty Ink Cartridge and the error persists, this could be an issue with the printer as you are getting the same message for 2 black ink cartridges. The printer has to be replaced. Please reach out to the HP Support in your region regarding the service options for your printer. 

 

If the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

 

Keep me posted for any other assistance.

KUMAR0307
I am an HP Employee

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SusanOh
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That is bad news.  I have only had the printer a little over two years and now have to get another one.  I only use it at home so it has not been used very much.  I would not buy another HP for sure if this is as long as it lasts.  I think this is terrible.  Thank you for your help.

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