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03-18-2020 02:43 PM
I have an instant ink and my most recent black cartridge is not recognised by the printer.
i get an error message
remove and reimstall the indicated ink cartridge making sure it is correctly installed and then touch ok.
i have done this cleaned contact as suggested and then installed old cartridge that works.
i want to order a replacement cartridge and cant see how to do this through my instant ink account.
thanks for any solutions
03-18-2020 06:43 PM
@DonkeyVet I understand your concern and I will bring your issue to the attention of an appropriate team within HP.
Although, I'll need some private information from you in order to create a case for you.
Please look for a private message requesting additional information.
Keep in mind not to publicly post personal information (serial numbers, case details, etc...).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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I am an HP Employee
03-19-2020 02:55 PM
@JohnBlackler Which printer do you have? Please mention the complete model name as per the below message:
Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution:
Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.
And do tell, if you've attempted to clean the cartridges among other steps performed by the OP?
P.S: Welcome to HP Community 😉
Keep us posted, we'll be happy to help you get this sorted, as soon as possible.
I am an HP Employee
03-20-2020 10:57 AM
Have HP EnVY 4527 - signed up for Instant Ink from new as looked good idea - and indeed has worked well until now.
Had a Instant Ink Cartridge dispatched well in advance Tricolor 63/302 Made in Malaysia E5Z01A .
No printer problems including no head smudges/lines etc at all.
Opened new cartridge and installed after low alert on 19/3/20.
I am a low user so the 50 pages per month averages Ok with only very occasional extra needed.
The existing cartridge has my date 6/2/18 on it for installation for use - it is still working when re-installed so gives you good idea on the low but continuous use..
On installation of new cartridge , the reported problem occurred - tried several installations but no joy.
Don't think you can do clean cartridge procedure with the defective/not accepted cartridge in place.
Have done procedure with the working existing color cartridge - hence conclude issue with the new Instant Ink supplied one.
Looking at the top end of the two cartridges, that is purple front away from you and 17 contact points uppermost , there is a difference in the two top contact configuration pair..
On the working cartridge the higher right hand "hole" in the top contact pair appears as a gold ring. On the new cartridge this has no such ring and is simply opaque.
I don't want to go out and buy a replacement cartridge but can't see any obvious way to have a replacement supplied.
Thanks for your assistance
04-18-2020 08:00 AM - last edited on 04-18-2020 09:54 AM by Arthur-c
I’m having the same issue. Unresolved for two weeks! I don’t need any more trouble shooting advice! Old one works, new one doesn’t and instant ink keeps running me though bs. They won’t just send a new one. Help robot is unless. Phones are virtually shutdown. I wish they would just ship the *** ink. I’ll send back the bad one. I enrolled in instant ink to avoid this junk. All I want is what was promised. ‘An ink supply that keeps my printer working.’
Help Help Help
04-19-2020 03:14 AM
Welcome to the HP Support Community. I'd like to help!
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.
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I am an HP Employee