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‎10-05-2019 06:34 PM

HP Recommended
Product: HP ENVY Photo 7800
Operating System: Microsoft Windows 10 (64-bit)

This is the second time this has happened.  The printer won't print and is reporting a cartridge error (Black).  It won't clear with the suggested fixes - cleaning, firmware update, etc.  As a result, I can't print and can't get a new shipment either.  The cartridge shouldn't be empty, it just seems to now be defective.  The situation is rendering my printer and the Instant Ink service quite useless.  I've resorted to using another printer which defeats the purpose of paying for Instant Ink.  

 

Can someone from HP address or publish how we can resolve these issue when the suggested troubleshooting fails?  I need a new cartridge sent ASAP. 

 

Thank you

5 REPLIES 5

‎10-06-2019 11:23 AM - last edited on ‎10-07-2019 12:35 PM by Retired

HP Recommended

Can you please help me also.  I'm on Instant Ink and my black cartridge is reporting an error.  The steps online have not resolved the issue and I'm unable to print.  I'd like a replacement sent.  

 

Michelle

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‎10-06-2019 11:37 AM

HP Recommended

@mlevister, Welcome to the HP Support Community!

 

What model printer are you using?

Have you tried updating the printer firmware?

 

As the issue is related to Instant ink cartridges, I need more information to help you out.

 

Since the instant ink account details are confidential, please send me the required information via private message.

 

I am sending you a private message with the information required.

Keep me posted.

KUMAR0307
I am an HP Employee

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‎10-06-2019 12:37 PM

HP Recommended

Mine actually ended up being the tricolor cartridge, I had a new instant ink one available and haven't had any issues since. Instant ink also overnighted me one, even though I told them I had one available. 

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‎10-07-2019 12:54 PM

HP Recommended

@mlevister

 

Thank you for the information provided. I have sent you a private message with the next course of action. Kindly check the same.

Keep me posted for any other assistance.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

 

KUMAR0307
I am an HP Employee

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‎11-03-2019 04:52 PM

HP Recommended

Me too.  Same problem   No help

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