cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
Level 1
4 3 0 0
Message 1 of 6
168
Flag Post

Solved!

Envy 5014 Cartridge Problem (Black Ink Not Recognized)

HP Recommended
HP Envy 5014
Microsoft Windows 10 (64-bit)

I had no problems installing the ink cartridges that came with the printer. I used the printer off and on for weeks until the black ink was very low, so I installed an official replacement ink cartridge and the printer keeps saying there is a cartridge problem.

 

I removed the cartridges and unplugged the printer for over 60 seconds, plugged it back in and reinstalled the cartridges. The printer recognizes the color cartridge, but still not the black one.

 

Next, I downloaded the latest software into the printer, but that didn't help.

 

I tried putting the old black cartridge into the printer, but that isn't recognized either. I don't know what is going on.

 

Thanks for any help you can provide.

5 REPLIES 5
Highlighted
HP Support Agent
HP Support Agent
27,655 27,609 2,282 3,469
Message 2 of 6
Flag Post
HP Recommended

@Random_Terrain I recommend you attempt to print a Print Quality Diagnostic report from the printer control panel, and then evaluate the results.

  1. Load the printer with plain white paper.

  2. On the printer control panel, swipe left on the display, and then touch Setup .

  3. Touch Tools.

  4. Swipe up on the display, and then touch Print Quality Report.

    A Print Quality Diagnostic report prints.

    Print Quality Diagnostic report without defects

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 9 ONWARD

(By the end of this article all the issues should be resolved)

 

P.S: Welcome to HP Community 😉

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

Riddle_Decipher
I am an HP Employee

Reply
0 Kudos
Highlighted
Author
Level 1
4 3 0 0
Message 3 of 6
Flag Post
HP Recommended

Thanks, but when I do that, I get the "Cartridge Problem" screen since the printer thinks I have no black ink installed.

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
27,655 27,609 2,282 3,469
Message 4 of 6
Flag Post
HP Recommended

@Random_Terrain If none of those steps helped, this could be a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

 

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

 

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

Highlighted
Author
Level 1
4 3 0 0
Message 5 of 6
Flag Post
HP Recommended

I had to chat with a real human and he was going to have me go through a 30 to 45 minute process, but I told him everything I already tried, so he skipped the process and said I could send the printer back and they'd send me a new one. All I had to do was provide my credit card information. I told him I didn't feel comfortable giving that information, so he sent me an e-mail with a pre-paid return label. The printer was mailed back today and after they receive it, my replacement printer is supposed to be sent to me.

 

Thanks.

Reply
0 Kudos
Highlighted
Author
Level 1
4 3 0 0
Message 6 of 6
Flag Post
HP Recommended

I received the replacement printer today, but it didn't have a power cord with it. I mailed the old power cord back with the faulty printer. I got on the chat and they are going to mail a replacement cord. It should arrive around the first of July.

 

PROTIP: Don't send the power cord back with your faulty printer because the replacement may not have a power cord with it.

Reply
0 Kudos
Be alert for scammers posting fake support phone numbers on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation