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

[disoup]

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

[disoup · Accepted solution]

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.

[TEJ1602]

@disoup, Welcome to HP Support Community!

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