Remove and reinstall ink cartridge message

[carohinch]

Half way through printing 4 pages of a 10 page document, I got the error: "Remove and reinstall the indicated ink cartridge, making sure it is correctly installed."   The black ink cartridge is highlighted.

I've used the virtual assistant on the HP Instant Ink site, read most of the threads on the support pages and tried everything it said including updating firmware, cleaning the cartridge, and resetting the printer, but I am still getting the error.  My instant ink account says I cannot get another cartridge until the system can read the status of my existing cartridges but because of the error, it can’t read the status! So it’s Catch-22.  How do I get a replacement cartridge and how do I resolve this problem?

I am subscribed to HP Instant Ink, so I only ever use genuine HP ink cartridges in the printer.

I cannot find a way of directly contacting someone at HP, so I would be very grateful if an HP representative could reply to this thread so that I can get a replacement black cartridge for the printer. I am working from home and need this printer working.  I’ve spent most of the day already trying to resolve this issue and I’m now at the end of my tether with HP and their products.  This is my fourth printer!

Thank you!

[Kumar0307]

Hi @carohinch

Welcome to the HP Support Community. I'd be happy to assist you.

As the issue is related to Instant ink cartridges, I need more information to help you out.

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.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

I hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[carohinch]

Hello Kumar - thank you for your message and sorry for the delay in replying. 
 

[Personal Information Removed]

Please could you tell me what happens next as the printer still isn’t working. 
 

thank you

Carolyn

[carohinch]

Further to my earlier message Kumar, I realise that I had forgotten to add my email address. It is 

carolyn.hinchey@yahoo.co.uk

Carolyn

[Kumar0307]

@carohinch

Thank you for the information. Please make sure not to provide these details in a public post. You had to reply with the details in a private message.

Not to worry, I have shipped a replacement black ink cartridge with express shipping. It will be delivered in 3-4 business days.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!