Problem with Tri-Color cartridge Instant Ink

[giuliacirri]

Hello, I have received new cartridges via Instant ink, but I have problems with the installation of the Tri-Color. On the printer appears the error message "a problem has occurred with at least one cartridge". 

In fact the cartridges I received are larger than usual, but with the black I have no problems. Did something similar happen to someone?

Thanks in advance 

[Bob_Headrick]

The troubleshooting steps in the document here may help resolve the color cartridge error on your Envy 5010 printer.  Clean the cartridge and printer contacts as shown in Step 3:

Clean the ink cartridge and carriage electrical contacts

Remove any debris or buildup from the contacts on the cartridges and in the carriage.

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

2. Remove the cartridge indicated in the error message from the carriage.

   • Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.

   • Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the sl

3. Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.

   CAUTION: 

   Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

4. Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

5. Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

6. Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.

7. Repeat these steps for the other cartridge if it was indicated in the error message.

Close the door or lid to the cartridge access area.

If the error persists, clean the cartridge and carriage contacts a second time.

If the above steps do not resolve the issue the document here has information on contacting HP to get replacement Instant Ink cartridges.  Go to the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower center of the opening screen.  Alternately, you can click on the Virtual Assistant. 

When the assistant opens type "Where is my ink?" (w/o the quotes).  The system will ask a few questions and then schedule your shipment.