-
×InformationWindows update impacting certain printer icons and names. Microsoft is working on a solution.
Click here to learn moreInformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center.
-
×InformationWindows update impacting certain printer icons and names. Microsoft is working on a solution.
Click here to learn moreInformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center.
- HP Community
- Apps, Services & Software
- HP Instant Ink
- Re: Instant Ink cartridge problem
Create an account on the HP Community to personalize your profile and ask a question
12-01-2020 09:59 AM
This is the same issue I've been having. This is the worst customer service I've ever seen. You need a case number to talk to someone, but can't get one through any of the chat, text, or messanger options. How can you call this issue resolved when it's clearly not? How can I get a new cartridge that works?
12-01-2020 12:51 PM
After hours of trying and searching everywhere on the web page, I managed to get a case number from the virtual agent. The virtual agent finally showed me a phone number where I could call during office hours. Finally I had a person to talk to, who sent me a new cartridge. And now the printer works as it should be. But it’s really bad customer service at this company. It’s just to read the threads and you can see how very many people that has the same problem!
12-01-2020 04:13 PM
These are the instructions sent to me by an agent I was disconnected with. I unplugged and plugged in the printer and followed the following and it finally worked. Good luck!
HP DeskJet, ENVY 5000 Printers - Black or Color Ink Not Printing, Other Print Quality Issues
- Load the printer with plain white paper.
- On the printer control panel, swipe left on the display, and then touch Setup
- Touch Tools.
- Swipe up on the display, and then touch Clean Page Smears.The printer slowly feeds a blank page.
- Wait for the printer to eject the blank page.
- Load the printer with plain white paper.
- On the printer control panel, swipe left on the display, and then touch Setup
- Touch Tools.
- Swipe up on the display, and then touch Print Quality Report.A Print Quality Diagnostic report prints.
- If the color blocks do not show white lines, and are not faded or missing, skip to the step to check the alignment lines.
- If any of the color blocks show white lines, are faded, or are missing completely, continue to the next step.
NOTE:To avoid issues that require cleaning, always turn the printer off with the Power button.
- Load the printer with plain white paper.
- On the printer control panel, swipe left on the display, and then touch Setup
- Touch Tools, and then touch Clean Cartridges.The printer prints a Print Quality Diagnostic report.
- Examine the print quality on the Print Quality Diagnostic report.
- If the print quality is acceptable, touch No. You can stop troubleshooting.
- If the print quality is unacceptable, touch Yes when prompted to perform the next level of cleaning.
NOTE:
If the printhead is badly clogged, it might require another cleaning cycle. If so, wait 30 minutes before you perform both levels of cleaning again.
- If you see no defects on the Print Quality Diagnostic page, the print mechanism and ink cartridges are working correctly. If print quality is still not satisfactory, try these general print-quality guidelines. You do not need to continue the troubleshooting steps in this document.
- Make sure the image you are printing has a high enough resolution. Images that have been enlarged might appear fuzzy or blurry.
- If the problem is near the edge of a printout, use the print settings to rotate the image 180 degrees. The problem might not appear on the other end of the printout.
- Do not leave unprotected ink cartridges out of the printer for an extended period of time.
- Always use the power button to turn the printer off. This protects the ink cartridges from exposure to air.
- If any of the alignment lines are not straight and connected, or the green color block has dark lines or white gaps, continue to the next step.
- Load the input tray with plain white paper.
- Pull out the output tray, and then lift the output tray extender.
- On the printer control panel, swipe left on the display, and then touch Setup
- Touch Tools.
- Swipe up on the display, and then touch Align Printer.An alignment page prints.
- Wait for the alignment page to fully eject from the printer.
- After the alignment page prints, lift the scanner lid, place the alignment page with the print side down on the scanner glass. Position it according to the engraved guides around the glass.
- Close the scanner lid, and then touch OK.The printer aligns the ink cartridges.
- Try to print again.
- If these steps resolved the issue, you can stop troubleshooting.
- If the printout displays track marks or smears, continue to the next step to manually clean the area around the ink nozzles.
- If the printout does not display track marks or smears and the issue persists, skip to the step to replace the problem ink cartridge.
12-15-2020 10:40 AM
I have the same issue with my black cartridge. It was printing fine and then suddenly it won't print any more due to "cartridge error" I've tried the steps 3 times and and rebooted etc with no success. I need a replacement cartridge and am enrolled on instant ink but not sure how to request this without paying for a phone call. Many thanks.
02-02-2021 11:07 AM
I am having the same problem as well.
I am going to speculate that since HP tried to discontinue 15 page or less 'free' subscription, this is their way of making it so that I go buy cartridges.
I have removed and tried cleaning the color cartridge that it is complaining about. I have no fix.
Thanks HP.
02-02-2021 01:50 PM
The document here has information on contacting HP to get replacement Instant Ink cartridges. Log into the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower right of the opening screen.
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
02-18-2021 04:29 AM - last edited on 02-18-2021 05:12 AM by MatheusH
My Tri-colour Instant Ink shows an error on my printer: It is not Instant Ink, which is installed, (delivered from you). I had to buy a new one from a Danish supplier as I needed to print. Unfortunately the new one shows the same problem, (I am able to print, but the error is still there). I am also aware, that I will not received any new Instant cartridge, as you cannot see, when I need this.
Please reply to [Personal Information Removed]
Best regards
RiiseSvendsen
Didn't find what you were looking for? Ask the community or Ask the Virtual Agent