HP Instant Ink cartridge engagement problem

[LornaG]

I am replacing ink cartridges for the first time with this service and my newer printer.  The black cartridge doesn't click into place like the other ones.  When I close the carriage I get an error message saying that one or more of the cartridges are missing or damaged.  There doesn't seem to be any other way to insert the cartridge.  I'm thinking that the cartridge is faulty.  Does anyone know a work around or will I have to send it back and wait for a new one?

Thanks for your help.

[Drakster]

Hello @Lorna,

Thanks for showing interest in the HP Support Forums!

I see that your printer is reporting an issue with the Instant Ink cartridge that we shipped you. I will certainly do my best to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

In order for me to assist you better. I will need more information. 

• Which model printer do you have? 
• What is the exact error message you're receiving? 

In the meantime, I would do a hard reset to see if that will resolve the issue.

1. Remove the problem cartridge.
2. Leave the printer on and unplug the power cable from the printer and wall outlet for 60 seconds.
3. Then reconnect the power cable to the printer and wall outlet rather than a surge protector. This ensures the printer is receiving full power and may help this situation.
4. Make sure the printer is connected directly to a wall outlet (don't use a power bar or a surge protector). 
5. Reinsert the ink cartridge. 

In the event that you have defective ink cartridge, I will need the part number (4 - 5 digits long) and expiry date from the cartridge. Send me a private message with your account number or email address for your account. Also, confirm that the address on your account is correct. 

Please let me know the results. 🙂