Connectivity Issues with Replacement Cartridge

[Pacqman]

I’ve been enrolled in the Instant Ink program since 2018 without a problem until now.  For my HP Envy Photo 7800 Series All-in-One Printer, I was recently sent a Black Ink replacement cartridge that had the same cartridge number as previous replacements (64/303) but it was shaped much differently than previous cartridges (cube-shaped and less than 2 inches in length vs. a 2.5 inch long rectangular cartridge). A separate number printed on the label of the correct cartridge is TOA87A. The number on the incorrect cartridge label is IVV62A.

     After inserting the replacement cartridge & trying to print, I get the Error message “Cartridges not communicating correctly with printer.”

      I’ve spent considerable time over the past few days trying to resolve this problem using the Chat with a Virtual Support agent function, but had no success.  The algorithms utilized in the Troubleshooting process failed to address the problem of being sent a cartridge that is incompatible with the other cartridge in my printer.

     Apparently, HP no longer provides customers the opportunity to contact Technical Support directly by either telephone or email, which I find to be very frustrating. I hope that this Community Forum can provide a solution to the problem; however, it is certainly no substitute for providing direct and timely customer service.

[sandytechy20]

@Pacqman

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.