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Solved!

Faulty tri-colour Instant Ink cartridge for Officejet 3831 - First instant ink delivery.

HP Recommended
OfficeJet 3831

I purchased a HP officejet 8381 at the end of March.  I received two new instant ink cartidges recently and when I replaced the initial small cartridges (which worked perfectly), my printer no longer prints anything, saying 
Ink Cartridge Problem

Remove and Reinstall the indicated cartridge making sure it is correctly installed.

If this message continues to appear, replace the indicated cartridge.

(tri-colour cartridge symbol)

 

I've turned off the printer, cleaned contacts and reinstalled the instant ink cartridge many times, all to no avail. 

The Instant ink webside states there is a cartridge problem also.  If I put in the original tri-colour cartridge that came with the printer it works fine, but complains of low ink levels. 

There is no problem with the black instant ink cartridge.

There must be a more convenient way to report this than having to phone support.  I'm still working full time and I don't have much free time to sit on hold on support calls for hours.

Any help or recommendations would be appreciated.

Diane Campbell

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HP Recommended

There was no option but to call in the end, but it would be much simplier just to be able to request the online somewhere.  The fact that the old one still works in the printer would imply there is an issue with the new instant ink tricolour cartridge.

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HP Recommended

@disoup, Welcome to HP Support Community!

 

To assist you better, We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

 

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

 

Keep me posted.

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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