Ink issue

[Gemmacurtis23]

My ink was showing it had good levels. It wasn’t printing despite everything advised so I brought a ink cartridge to top it up as I needed it and unable to figure out how to order from this stupid site

[Hawks_Eye]

Hi @Gemmacurtis23 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand that your HP ENVY 6120e All-in-One Printer was showing good ink levels but would not print, and you purchased another cartridge so you could get printing again. Let’s work through the cartridge and printer first, then I’ll point you directly to the HP UK ink-purchasing page.

 

Steps to get the HP ENVY 6120e printing

Check the replacement cartridge

• Make sure all protective tape has been completely removed.
• Avoid touching the copper-coloured electrical contacts or ink nozzles.
• Reinsert the cartridge firmly until it clicks into position. HP’s cartridge replacement instructions confirm this procedure for the ENVY 6100e series.

Power-reset the printer

• With the printer switched on, disconnect the power cord from the printer.
• Unplug the cord from the wall outlet.
• Wait about 60 seconds.
• Connect the power cord directly to a wall outlet and reconnect it to the printer.
• Turn the printer on if it does not start automatically.

Check the cartridge status

• After startup, check the printer display for any cartridge warning.
• If the new cartridge is detected normally, try printing again.
• If prompted to perform cartridge alignment after installing the new cartridge, allow it to complete. HP confirms that the software can prompt for alignment after cartridge replacement.

Use the HP App to diagnose the printing issue

• Open the HP App with the printer switched on and connected.
• Select the printer and use the available Diagnose/Fix option.
• HP lists the HP App for printer setup, driver installation, printing, scanning, and diagnosing common printer issues. 

Check for printer firmware updates

• HP currently recommends a firmware update for the ENVY 6100e series to improve connectivity and address Wi-Fi connection issues. If the print job is not reaching the printer, checking the firmware is worthwhile.

Correct ink for the UK

For the ENVY 6100/6100e family in Europe, the Middle East and Africa, HP lists HP 308 Black, HP 308e Black, and HP 308 Tri-color cartridges.

Rather than navigating through multiple store sections, you can use the official HP UK Original Ink, Toner and Paper Finder and enter/select your printer:

HP UK Original Ink, Toner and Paper Finder

This will help ensure that you purchase the correct cartridge for the UK-region printer.

If the replacement HP 308 cartridge is now installed but the ENVY 6120e still produces blank pages or does not print at all, the next troubleshooting should focus on the cartridge/print-quality system rather than purchasing another cartridge.

Take care, and have an amazing day!

Regards, 

Hawks_Eye