New colour cartridge persistent error - HP ENVY Photo

[SamJHill95]

I’ve just set up our new HP ENVY Photo 7830 with the tri-colour and black cartridges delivered through Instant Ink.

The printer keeps showing the error message:

”Remove and reinstall the indicated cartridge, making sure it is correctly installed” 

for the colour cartridge.

I have removed and replaced several times, made sure no packaging remains on the cartridge, the brass connectors appear clean, untouched and operational however the error persists.

I have also shut down the printer, unplugged for a couple of minutes and rebooted - the error above persists.

Please could replacement cartridges be sent? This printer is vital to four adults working and studying from home in the current climate. 

Thank you.

[SamJHill95]

Further info - having compared the electrical contact strip to the new black cartridge, and the two (now spent) cartridges that came with the new printer, this troublesome colour cartridge has a very dull strip in comparison. Noticeably so. I would say it looks faulty.

[TEJ1602]

@SamJHill95, Welcome to HP Support Community!

To assist you better, We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

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Keep me posted.

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[SamJHill95 · Accepted solution]

I have spoken to a support agent and a replacement cartridge is being sent - this thread is therefore closed.

thank you.