Defective Instant Ink Cartridge

[KG1781]

I have HP Instant Ink and have tried to install a new 62 Tri-colour cartridge in my HP Envy 5644 printer and it gives an error message “remove and reinstall the indicated cartridge, making sure it is correctly installed". I have done this but it gives me the same message. I have reinstalled the old cartridge and the error message disappears, so this leads me to think the cartridge is defective.

I have used the Virtual Assistant and followed their suggestions/recommendations but I’m just going round and round in circles. I’ve cleaned the cartridge, turned printer off/on. unplugged it and plugged back in again. When I type in my printer the chat says it doesn’t recognise my printer even though it’s in the drop down menu.

Can you help please?

[Jay_G24 · Accepted solution]

Hi @KG1781,

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.

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Have a great day!

[KG1781]

Just wanted to add that I received helpful and clear guidance to clarify that my ink cartridge was indeed defective rather than it being a problem with my printer. And having being told that a order for new cartridges had been placed I was very pleased to have received them a couple of days later. 

[Jbeaney]

I have the same issue with an error message saying defective colour cartridge. I have sent old ones for recycling. Virtual agent is useless to order new cartridge. Help please

[130-10]

I replaced my ink cartridge, printed a page and then two days later went to print an email and I got an error message.  I went to the HP Solution Center and followed the instructions to clean and realign my printer heads but this didn't solve the problem.  The printer was printing blank pages.  Your website advised me to replace the ink cartridge which I did and the printer is printing fine now.

My question is I have 2 blank ink cartridges which I've had to replace during this situation which are defective.  How can I get these replaced as they are not cheap?

I use HP #60 cartridges.

Thank you.