Instant Ink Levels Shown in Account Are Incorrect. Need New Cartridges.

[CassieC13]

Hello!

I have two HP printers...an OfficeJet 4650 and an Envy 4501...each w/its own enrollment plan.  The internet connection for both printers is wireless...my Windows 10 system on my HP laptop acknowledges both printers and vice versa).  

Issue #1)

The quality of ink for the 4650 (I use it much more often than the 4501) began to deteriorate several days ago, so I checked the ink levels via my Instant Ink account. According to the info provided, there should be plenty of ink remaining in both the color cartridge and the black cartridge, however, the color cartridge produces VERY faded shades and the output for the black ink cartridge is non-existent. 

WHEN the color cartridge prints in place of the black ink cartridge, the result is a faded gray-blue font (I say 'WHEN" because sometimes, not even the color cartridge would print/copy a document.  When attempting to copy, whether I send the document through the feeder or manually placed it on the glass, the printer would proceed with the copy job, but when it expelled the "document", the page would be completely blank, yet it would show in my instant ink account as being printed.

Also, I'd have to specifically choose  "start color copy," as choosing "start black copy" would produce a completely blank page; not even a faded ink print would show.  Please know that as part of the troubleshooting process, I did uninstall and reinstall the software, as well as made sure the drivers were updated, so the problem does not seem to be with the printer itself (actually w/EITHER printer..their output is laser-quality, just as it was when each was purchased YEARS ago). 

As other posters have noted, I do not print often; the last time the cartridges were replaced was well over a year ago.  After 3 hours (no exaggeration) of following every troubleshooting suggestion available, the problem could only be what I initially thought; I need new cartridges...both color and black...despite what the ink capacities are showing in my account. 

DISPLAY MESSAGES: I intermittently received the "HP cartridges are not installed," message (paraphrasing). I say intermittently because after following a specific troubleshooting directive (e.g. remove the cartridge and clean....), I'd replace it and the message would appear on the display.  I'd then remove the cartridge again and immediately replace it; the message would disappear and the display would indicate the normal functions available, as in ready to print, copy, scan, etc.

Also, the message did not appear EVERY time I removed a cartridge, but when it did, it was ONLY with the black ink cartridge.

Issue #2

There were MULTIPLE pages applied to my Instant Ink account as being either printed or copied when they actually were not.  Because the obvious low-ink/cartridge-replacement theory was initially "dispelled", it took numerous test prints / copy attempts while trying to discern which cartridge was printing/not printing, and during which function.  I first noticed the ink quality problem several days ago, however, I'd be satisfied if ALL print attempts occurring on  07/07/2021 would be credited.

Any assistance would be greatly appreciated.  

p.s.  It really should be much easier to receive Instant Ink customer service.  In addition to the time spent trying to determine the issue, I spent a significant and unnecessary amount of time trying to access customer support...not for my printers, but for the instant ink issues and to get the pages credited to my account.  The warranty for my printer may have expired, but this should not prevent me from receiving customer support (w/out having to search high and low for a source other than the forums) for assistance with the Instant Ink, especially since I've paid my monthly charges EVERY month since registering each of my printers.  When one clicks on help/support from the instant ink account, it takes you to the virtual assistant (a COMPLETE waste of time), which then refers to the HP support page, which, based on whether the warranty for the printer is active or not, determines which support options are available to you...  It's exasperating.

[Betty0610 · Accepted solution]

@CassieC13

Welcome to the HP Support Community.

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