cartridges error message

[skafeet]

i'm having an ongoing issue with ink cartridge Error message on printer/instant ink.

the printer is telling me "ERROR - Black cartridge must be replaced" but when i go onto my HP instant  ink it is telling me the Black cartridge is fine but the colour cartridge is showing an error message "ERROR - ink cartridge is not installed or there is an issue with the installed cartridge", this is a total conflicting of information. 

I have removed both cartridge, inspected, tested, cleaned the head and they also both still have ink. 

I have uninstalled/reinstalled the printer drivers on my HP computer.

I have used the HP Printer Doctor and it has come back with a DEVICE STATUS FAILURE error with cartridges

So, i'm at a loss at what to do. I feel I need new ink sent out by instant ink but they will not do this until the issue with the colour cartridge is resolved. 

[Kumar0307]

@skafeet, Welcome to the HP Support Community!

Make sure you have tried the steps mentioned in this document - HP Printer Does not Print and Error Indicates Faulty Ink Cartridge

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

Hope this helps! Keep me posted. 

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