Repeated messages to re-install the ink cartridges

[peterxcx]

HP Envy 5540 used with a Mac running OS Ventura. I use wifi connection to print. Nothing else is plugged into the printer. I do use an extension lead as power socket is too far away (but have disconnected it and put printer in middle of the room for these latest tests; it is normally in a cupboard and only plugged in when printing). I have an Instant Ink subscription. The current cartridges were installed several months ago. Within the last month I am getting the error message to reinstall the black cartridge. At first this worked and the printer would then print, but fail next time I tried. I was able to run the clean printer heads program and they seemed OK. Now it does not. I think I have followed all the suggestions on the pages of previous posts I have read with no result. I have done a hard reset. I have done it again after removing both cartridges, waited, drained any residual charge and plugged in again, to get the same message. After one re-install the message disappeared and I was able to make a black and white copy. I tried send a document to print and got the re-install message again. There are conflicting messages on my Instant Ink account. The printer is connected to the internet but offline. Both cartridges have enough ink so HP will not be sending more yet, but on the printer screen it is impossible to say what the ink level is. Perhaps I need to install new cartridges as the connections are faulty. If so please arrange for them to be sent. Otherwise I do not know what to try.

[Nal_NR]

Hi @peterxcx,

Welcome to the HP Support Community. 

I'd like to help!

Let us turn off the web services on the printer to resolve this issue.

Kindly refer to this document to know how to turn it off. 

Restart the printer and try printing

If you are unable to print with Instant ink cartridges, there could be various reasons. 

You canceled. Instant Ink cartridges only work in enrolled printers. To continue printing, remove the Instant Ink cartridges from your printer and purchase Original HP Ink or Toner directly from the retailer of your choice. Or re-enroll in Instant Ink.

The printer was disconnected from the internet. Reconnect your printer to resume printing.

The message Cartridge cannot be used until the printer is enrolled in HP Instant Ink displayed. Your printer must be enrolled to use Instant Ink cartridges. See How do I fix cartridge errors associated with printer enrollment? for help.

The message There is a problem with your HP Instant Ink account displayed. Your credit card may be expired. To update your payment information:

NOTE:

Fill in all the fields: card number, CVV, and expiration date. Make sure postal codes are in the correct format.

Home / Home Office:

Sign into your Instant Ink account.

Click Account in the left menu, then Billing.

Click Change Payment Method to open the Billing details window.

You may refer to this document for further assistance. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[peterxcx]

Thanks for your message. I have turned off web services, turned off the printer then turned it on again. I get the same message to remove and re-instal the print cartridge no matter how many times I do this. I can send a document to the printer but it will not print. This does not solve the problem.

Let's tick off your other points:

You cancelled instant ink. The overview page on my instant ink account shows I have not.

The printer was disconnected from the internet. The overview page shows it was connected until I switched off web services.

The message "cartridge cannot be used ..": I don't get this message.

The message "there is a problem with your account ...": I don't get this message. Again, the overview page is fine, the card in date and HP have taken payment since this problem started.

You suggest I should buy more cartridges. I do not want to do this as I have paid this month for instant ink. If the problem is with the cartridges then I expect HP to send me cartridges which work, which surely is what the instant ink service is all about.

Please tell me how to solve this problem.

[Nal_NR]

Hi @peterxcx,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[peterxcx]

There is a problem. Clicking on either the link or the private message ikon brings up "No Messages"

[peterxcx]

Where is the promised private message that may give me some help to resolve this? Clicking on the link/ikon still gives "No Messages" part from a warning to beware of scams. I'm due to set off tomorrow and should be taking lots of printed stuff but at the moment I can't.

[peterxcx]

Six days on from your post and the promised private message with further instructions has not arrived. Can you give any help?

[Nal_NR]

Hi @peterxcx,

Apologies, there seems to be a technical glitch. I have resent the details via private message hope that helps.