Instant Ink cartridge problem

[smithdp]

I received shipment of new ink from instant ink service (in a timely way via FedEx) and replaced the color cartridges.  Same problem as before.  Did additional research on the internet about "head cleaning" and discovered head cleaning kits available on Amazon.  Also reviewed several Utube videos of folks doing this.  I ordered the kit, it has been delivered.  I went through the new process and it cleared up the problem on the yellow printing.  The blue print problem is still with me.   I'm going to go through a "overnight soak" to see if it cleans up the blue problem.   I post this because none of the HP online material mentions this and it appears to be a fairly common problem for printers that sit unused for a long time or seldom print color documents.  

[Dennis2020]

I have tried several times to resolve this problem and contact customer support case number 5046066116. This program sucks ! this is the 2nd cartridge that has failed out of 3 and I pay 5.30 a month for no service. I demand a replacement black cartridge ASAP!! Be assured if you do not solve this problem within the next 5 business days I will cancel the program and go back to using after market cartridges. Rest assured I will never buy another HP product ! The support Sucks!!!

Very frustrated!!!

[Kumar0307]

@Dennis2020

Welcome to the HP Support Community.  Apologies for the inconvenience caused.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Keep me posted.

[smithdp]

My final update on the problem.  my printer was idle for a couple of months while I was a snowbird.  Apparently the ink in 2 of the colors dried up in the print head.  I thought it was defective instant ink cartridges which had been shipped to me in November, 2019.  HP support sent me a private message 5 days after I posted in this forum.  They then sent me replacements as promised  (in 5 additional days) via FedEx.  When I replaced the print cartridges, the problem persisted.  Cleaning the heads via the routines in the printer didn't help.  Further research on the internet found cleaning kits for the print head in the printer itself (Amazon).  After I did the external cleaning process the first time, the yellow print head started working -- but the blue print head still didn't work.  Today I did a "super cleaning" on the blue print head.  I heated the cleaning fluid in my microwave oven (for 10 seconds - it was pretty hot, not boiling).  Instead of using 2 ml of cleaning fluid, I used 7.  After inserting the 7 ml of fluid with the syringe, I "sucked" some fluid back into the syringe from the clogged print head.  I then spent a fair amount of time "cleaning up the mess".   When I put it all back together, it worked.   If I were to offer suggestions to HP to reduce the amount of time and frustration in getting this resolved, I would suggest:

1.   Put information in your online troubleshooting instructions indicating that ink can "dry up" in the print heads and the problem can be resolved using external resources.
2.  After running the "clean print heads" routine on the printer multiple times and the print quality has not improved, point the owner at these instructions. 
3.  Be pro-active alerting customers to this potential problem.  HP knew that the printer had been inactive >2 months.  An email alerting me to the potential problem would have been helpful.  
4.  HP sending a "cleaning kit" as part of the ink service that would be "on hand" in the event of an ink-dry up problem would have been helpful.  

[OfficejetOF]

I have a problem with black/white cartridge. I've tried all the troubleshooting steps as shown on the support website for this error with no resolution (cleaned contacts on cartridge & printer, pulled pwer cord to reset printer, reseated cartrided).  I can't get through to live chat or phone support. Can you help?

[Kumar0307]

@OfficejetOF, Welcome to the HP support community.

• What is the error that you get?
• Are you using the Instant Ink cartridges?

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. 

[OfficejetOF]

I am using instant ink cartridges. Black/white stopped printing. If I choose to print black/white I just get out empty list

[GBROWN1]

I pay monthly for ink refills and I'm out. What do I do ?

[Kumar0307]

@GBROWN1

Have you checked your 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.

For more info, kindly refer to this document.

Keep me posted for any other assistance.

[NickC4555]

My printer has stopped printing cyan, but it says there is ink in the cartridge. I have done all the steps in the support document. There seems to be no way of manually ordering a replacement cartridge.