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New printer / new ink - HP Instant Ink cartridge issues

Envy 5010
Mac OS X 10.11 El Capitan

Unboxed new printer, opened new ink cartridges. Installed cartridges as advised, installed paper as advised. As part of set up created a printer alignment page, which printed ok. Asked to scan document, placed sheet on glass closed lid then got the following message, HP Instant Ink -- Only one set of instant ink cartridges can be used in a printer. Remove and replace with other cartridges. I cannot get rid of message. What am I missing? I have followed instructions exactly.

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New printer / new ink - HP Instant Ink cartridge issues

@DunCanyastopNow, Welcome to HP Support Community!

 

To assist you better, I'd like to know the following-

 

Is your printer already enrolled on HP Instant Ink?

Could you share the pictures of the cartridges that you are using and also the error screen on the printer?

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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Hi Tej1602

 

Yes I have enrolled in HP instant ink.

Please see attached pics.

Cartridges.jpgError alignment.jpg

 

It appears to be the colour cartridge which is the problem. As you can see on the alignment print out sheet it has only printed the black ink cartridge information and not the try colour ink information.

AAs things stand I cannot use the printer for anything, I cannot remove the error message.

 

Thanks in advance.

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New printer / new ink - HP Instant Ink cartridge issues

@DunCanyastopNow,

 

Thanks for replying!

 

Since yours is a brand new printer, the Instant Ink Shipment will take 7-10 business days to be shipped. But not to worry We shall try to expedite the shipment.

 

We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.I have sent you a private message, reply to the message with your details.

 

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.

 

Keep me posted.

 

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!

 

TEJ1602
I am an HP Employee

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New printer / new ink - HP Instant Ink cartridge issues

Hi TEJ1602

 

I received the new cartridges today. swapped them out and the printer is working perfectly. 

Thank you for all of your help, much appreciated.

 

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@DunCanyastopNow

 

Happy to hear that.

 

Let me know if you need any further assistance.

TEJ1602
I am an HP Employee

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