black ink empty but not registering as empty with Instant ink

[SheilaW3]

I keep getting a printing  error.  

It appears the black cartrdge is empty as it has a X  against it  on the printer screen - but is not registering empty on the Instant Ink account page.

How do I resolve this (by getting a new shipment of black ink sent)

Many thanks

Sheila

[Gaya1239]

Hi @SheilaW3 ,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If you're experiencing a discrepancy between the printer display showing the black ink as empty while the Instant Ink account page does not reflect the same status, here are some steps you can take to resolve the issue:

Check Instant Ink Account:

• Log in to your Instant Ink account online.
• Verify that the black ink cartridge is listed and not shown as empty.
• If it shows as empty, check if there is an option to request a new cartridge.

Update Cartridge Information:

• On the printer, navigate to the ink or cartridge status section.
• Check if there's an option to update or refresh the cartridge information. This might prompt the printer to accurately detect the cartridge status.

Manually Check Ink Levels:

• Some printers have an option to manually check ink levels. If available, use this feature to verify the actual ink level in the black cartridge.

Restart the Printer:

• Turn off the printer, wait for a few seconds, and then turn it back on. Sometimes, a simple restart can resolve communication issues between the printer and the Instant Ink service.

Check for Updates:

• Ensure that your printer firmware and software are up to date. Manufacturers often release updates that can address such issues.

Replace the Cartridge (If Possible):

• If you have a spare black ink cartridge, try replacing the current one to see if the issue persists. This can help determine if the problem is with the cartridge itself.

Check for Physical Issues:

• Inspect the black ink cartridge for any physical damage or leaks. If you notice any issues, it's best to replace the cartridge.

I hope this helps. 

Take care and have a good day.

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