08-22-2019 01:03 AM
I'm enrolled on the instant ink programme. I'm getting a message that the colour cartridge has failed. I've taken it out and re installed it. The help messages tell me that it must be cleaned before a replacement is sent out. It won't let me clean it because there is an error - i.e. it has failed.
I'm going around in circles. I can't get the immediate help that I need from a human being. I work from home and need access to the printer daily. This is a disaster! I'm not very happy.
I just want to be able to speak to someone from HP and ask them to order me a replacement colour cartridge to replace the dodgy one they sent me in the first place.
08-24-2019 11:36 AM
Thank you for posting your query on HP Community,
Could you also provide me with the exact model of the printer? Use this link to find it: https://support.hp.com/in-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
Have you recently made any changes on the printer before the issue started?
Did it happen soon after replacing the ink cartridges?
Have you tried to clean the ink cartridge contacts as well as the printhead?
Let's try these steps here:
Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.
Remove all the ink cartridges and then try to perform a hard reset on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
Remove USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if it works.
I need to know few details regarding your Instant ink account to help you get the ink cartridge.
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. Please check the mailbox icon at the top-right corner of this screen.
Please check your Private message icon on the upper right corner of your HP Forums profile,
Next, to your profile Name, you should see a little blue envelope, please click on it.
I hope this helps resolve this issue completely,
I am an HP Employee