Instant Ink Cartridge not being recognised

[DianeInSpain]

Printer reports instant ink cartridge is faulty - on the Instant Ink Information it shows as Non-Hp Instant Ink.  On the printer there is the message Ink Cartridge Problem - the following ink cartridges must be replaced. It is the black one.

I have had this printer about 2 years but this is my first instant ink installation!  the color cartridge installed ok but not the black.  I have tried cleaning the contacts on the printer to no avail.  If I install my old black cartridge it is correctly reported as empty.  I have another, new, non instant-ink black cartridge but if I try to install that I get the message 'Remove and reinsert cartridges into correct slots'!!!

I don't want to phone support because I live in Spain and it will be in Spanish.  The only option I can see is to remove the black cartridge completely and use single cartridge operation!

Please help.

[asmita6658 · Accepted solution]

Hi @DianeInSpain

Welcome to the HP Support Community. 

Have you checked you HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.

If the suggested information can't be found, please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile Name, you should see a little blue envelope, please click on it. 

Let me know. 

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