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HP Recommended

Faulty cartridge

Envy 5000

My black cartridge will not print. I have used the virtual assistant and the troubleshooting tips. The ink levels are showing at around 75%, I have cleaned (including second stage) and aligned the cartridges. There are no smears. The print reports show the colour cartridge is fine, the black is completely missing. It's almost as if the cartridge is empty, yet the printer has not realised and ordered a new one.

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Message 2 of 2
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HP Recommended

Faulty cartridge

Hi @Claire33


Welcome to the HP Support Community. 


Have you checked you HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.


If the suggested information can't be found, 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. 


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!

I am an HP Employee

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