Reinstall Cartridge

[CMJG]

Every time my black ink cartridge runs out I receive a message that there is a problem with the cartridge and that I should reinstall it. Each time I spend an hour with customer service who end up just sending me a new cartridge after endless diagnostics. It is clear that the printer is not communicating with HP regarding the status of the black ink. On the other hand, I've never had a problem with the color ink. When I run low - a new one is automatically mailed to me. I'm so sick of running out of ink in the middle of printing with no replacement on hand. Likewise, the same lengthy diagnostic call I get stuck on every single time. I clearly have a faulty product - and since I didn't realize this would be an ongoing issue it is beyond the warranty.

[Echo_Lake]

@CMJG

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to isolate the issue with the printer.

Let's try these steps to resolve the issue: 

Download and run HP Print and Scan Doctor: Follow steps from the link: Click here

Root level uninstall and reinstall printer drivers: 

• Go to Control panel – Programs and feature – Select all the HP ENVY printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.

• If the issue continues, uninstall and reinstall printer Basic drivers from the link: Click here
• If the issue still continues, install using Using the Windows Built-in Print Driver: Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[CMJG]

No, this did not help by following these directions on a Windows machine or the equivalent on the Mac I mostly use. Again, I've been through these steps every single time I run out of black ink. Only black.

[Echo_Lake]

@CMJG
Thank you for posting back. 

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Ed0769]

I have exactly the same issue. It is a real pain. What should be done?

[Echo_Lake]

@Ed0769

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824
• What is the exact issue with the Ink Cartridge?

Keep me posted for further assistance.