HP Instant Ink: Empty cartridge is not recognized

[ANun]

Hello HP support team,

my HP Envy 6020 printer is not recognizing the empty tri-color cartridge. I can't print any colored documents. In fact there is nothing at all visible on the printed page. But HP smart is trying to tell me that there is still enough ink in the cartridge.

I couldn't find any location on my online account where I can order a new cartridge.

To be honest I'm a bit stressed right now because the customer support tools of HP website don't work (Virtual Assistant Chat didn't even let me type anything anywhere, HP Solution Framework didn't recognized my printer model). In addition the printer freezes after a while and does not react to anything (even the power button).

What am I supposed to do now?

It would be great if you can send me a new tri-color cartridge.

Thanks in advance.

[Rainbow23 · Accepted solution]

Hi @ANun,

Welcome to the HP Support Community. It is a great way to post questions and find resolutions by working with specialists in the HP community.

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