envy 5544

[Rhiang1984]

HI, My first time on this community. The problem is as follows:

I have HP cartridges as part of my HP instant ink contract. I installed the black one when i received it last year, had the error came up yesterday as i used it the day before all fine but get an error message on the printer that says "Ink cartridge problem, remove and re-install ink cartridge (its the black cartridge as black circle with cross indicated in error message).

I have tried to remove and re-install several time. I have cleaned the contacts on the cartridges and in the printer. I can also confirm that the printer firmware is up to date and I have switch the printer off for 60 seconds as directed by the self help online. The printer was ok immediately before I changed the coloured one yesterday to the new cartridge as other one was low in coloured ink which has been accepted it just the black one being funny and have plenty of ink in it?).

[Alden4]

Hi @Rhiang1984,

Welcome to HP Support Community.

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

It seems like you've already taken several troubleshooting steps, but the issue with the black ink cartridge persists. Here are a few additional suggestions you can try.

• Check for Protective Tape: Ensure that there is no protective tape or plastic covering on the contacts of the black ink cartridge. Sometimes, this can be overlooked and cause communication issues.
• Inspect for Physical Damage: Check the black ink cartridge for any visible damage. 
• Swap with a Different Cartridge: If you have another black ink cartridge available, try swapping it with the current one to see if the issue persists. This can help determine whether the problem is with the cartridge or the printer.
• Clean Printhead: Use the printer's software or control panel to initiate a printhead cleaning process. This can help clear any clogs or issues with the printhead that might be affecting the black ink.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[Rhiang1984]

There is no plastic cover on it as made sure it was all off and it registered when it was installed last year, there is no damage to the cartridge as far as I can see.

Unfortunately I can't change the cartridge as only had the one that was sent via instant ink. The printer also won't allow me to use the clean cartridge on printer as keeps saying it is invalid as can't communicate with it.

Thanks 

[Alden4]

Hi @Rhiang1984,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[Rhiang1984]

Hi,

Yes thank you still awaiting a response as I did seek it the same time as I wrote for help on here 😊 

Thanks