Instant Ink cartridge problem

[nothappy123]

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?

[esvanstr]

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! 

[Jill1982]

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

Step 1: Check for ink smears on the back of printouts

If there are smears of ink on the back of your printouts, you can use an automated tool to resolve the issue.

1. Load the printer with plain white paper.
2. On the printer control panel, swipe left on the display, and then touch Setup .
3. Touch Tools.
4. Swipe up on the display, and then touch Clean Page Smears.
   The printer slowly feeds a blank page.
5. Wait for the printer to eject the blank page.

After cleaning ink smears, try to print. If the print quality is unacceptable, continue to the next step.

Step 2: Print a Print Quality Diagnostic report

Print a Print Quality Diagnostic report from the printer control panel, and then evaluate the results.

1. Load the printer with plain white paper.
2. On the printer control panel, swipe left on the display, and then touch Setup .
3. Touch Tools.
4. Swipe up on the display, and then touch Print Quality Report.
   A Print Quality Diagnostic report prints.

Step 3: Examine the color blocks for defects

Examine the color blocks on the Print Quality Diagnostic page to make sure the color blocks do not show white lines and are not faded or missing.

• 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.

Step 4: Clean the ink cartridges

Cleaning the ink cartridges can improve print quality. Clean the ink cartridges from the printer control panel, then evaluate the results.

NOTE: 

To avoid issues that require cleaning, always turn the printer off with the Power button.

1. Load the printer with plain white paper.
2. On the printer control panel, swipe left on the display, and then touch Setup .
3. Touch Tools, and then touch Clean Cartridges.
   The printer prints a Print Quality Diagnostic report.
4. 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 the print quality is unacceptable, continue to the next step.

Step 5: Examine the alignment lines and green color block for defects

Examine the alignment lines and green color block on the Print Quality Diagnostic page. Make sure the lines are straight and connected and there are no dark lines or white gaps in the green color block.

• 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.

Step 12: Align the printer

Align the ink cartridges for best print quality using the printer control panel.

1. Load the input tray with plain white paper.
2. Pull out the output tray, and then lift the output tray extender.
3. On the printer control panel, swipe left on the display, and then touch Setup .
4. Touch Tools.
5. Swipe up on the display, and then touch Align Printer.
   An alignment page prints.
6. Wait for the alignment page to fully eject from the printer.
7. 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.
8. Close the scanner lid, and then touch OK.
   The printer aligns the ink cartridges.
9. 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.

[hcrowe28]

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.