I have the same problem issue with my black cartridge, with the error message asking to remove and reinstall. i followed the prompts and get the same message over and over. i have had this cartridge for a while and maybe it's time to replace, but it always tells me i am offline (which for whatever reason i cannot connect back on) and that i cannot get a new cartridge unless i'm online. this is weird as it was previously tracking the print jobs even though i've been offline for a while. i have tried the virtual assistant and this has not helped. at this point i just want a new black cartridge for my HP ENVY photo 7858. how can i get this as i cannot get online and i cannot talk to someone who could send me a new cartridge? i have been paying the subscription for a long time.