Instant Ink Cartridge not recognized

[cc216]

Hello

I have a HP Envy Photo 7800 series printer and have been using HP Instant Ink for years with no problem. Most recently, they switched to a larger cartridge and per the FAQs, it should work. However, mine does not. I'm not sure if I received a bad cartridge (one of the dots looks a little off on the cartridge) and I can't find a way to talk to an actual person. The virtual chat has been no help. My printer does not recognize the new black cartridge and is printing in single cartridge mode. I cannot get anyone on a phone of chat for help with this issue. Has anyone else had this problem? If so, how did you fix it? I am wondering if I just need to cancel Instant Ink subscription and buy a cartridge from an actual store...

[Irwin6]

Hi @cc216,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with using a new instant ink cartridge on your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to further troubleshoot.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[cc216]

Thanks for the reply. I have gone through and tried everything in items A, B, and C that you shared. None worked. I am still getting the same error. One of the contacts is discolored. I tried cleaning it, as shown in one suggestion in the link for item C, but it didn't work either.

[Irwin6]

Hi @cc216,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

To validate your instant ink subscription and help you with the replacement ink, we need some information related to instant ink account. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Irwin6

HP Support