Cartridge Problem

[JWHogg]

I have a 'cartridge problem' error message.  It tells me my Tri-colour cartridge is damage or has failed.

I am subscribed to instant ink and want to order a replacement cartridge but can't find how to do this on my Instant Ink account.  Can anybody help?

[A4Apollo · Accepted solution]

Hey there! @JWHogg, Thanks for stopping by the HP Support Forums!

I understand you are getting cartridge problem error on your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Have you tried checking with a different ink cartridge?

Are you using HP genuine ink cartridge on your printer?

As you mentioned you are getting tri-color cartridge is damaged or failed error on your printer.

Replace low, faulty or empty ink cartridges on your printer.

This issue could occur if the electrical contacts on the printer or the cartridge are not working.

Clean the electrical contacts on the ink cartridges.

Try few steps recommended below.

Restarting the printer can sometimes resolve an ink cartridge error.
Press the Power button () to turn on the product.
With the product turned on, disconnect the power cord from the rear of the product.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the product.
If the product does not turn on by itself, press the Power button () to turn it on.

Remove, inspect, and reseat the cartridges

Remove any protective tape left on the cartridges, and then reinsert the cartridges, making sure that they snap securely into place.

1. Press the Power button to turn on the printer, if it is not already on.

2. Open the cartridge access door by placing two fingers under one or both of the small handles on the sides of the cartridge access door and then lifting it up.

   Figure : Open the cartridge access door

   

   The Door Open screen displays on the printer control panel with the message, 'The cover or door must be closed to print. Check that it is completely closed.' A Change Ink option also displays on the bottom right corner of the touchscreen. You do not need to select this option at this time.

3. Lightly press down on one of the cartridges to release it, and then pull the cartridge toward you out of its slot.

   Figure : Press down to remove the cartridge

   

4. Remove any protective tape that still might be on the cartridge nozzles.

      CAUTION:

   Do not touch or try to remove the copper-colored electrical strip.

   Figure : Remove any protective tape on the nozzles

   

5. Reinsert the cartridge by sliding it at a slight upward angle into the empty slot, and then gently pushing up on the cartridge until it snaps into place.

   • Reinsert the tri-color cartridge into the left slot.

   • Reinsert the black cartridge into the right slot.

   Figure : Reinsert the cartridge

   

6. Repeat these steps to remove, inspect, and reinsert the other cartridge.

7. Close the cartridge access door. When the door is completely closed, the Door Open screen with the message, 'The cover or door must be closed to print. Check that it is completely closed.' disappears, and the printer returns to the Home screen.

   Figure : Close the cartridge access door

   

If the issue persists after trying out the steps. Please share few instant ink details listed below in a private message. So I can initiate an order to ship you a new set of ink cartridges.

Instant Ink Account Number

Instant ink Shipping Address

Instant ink email address

Refer this article to further troubleshoot ink cartridge issues with your printer. Link: https://support.hp.com/us-en/product/hp-envy-7640-e-all-in-one-printer-series/6617267/model/6617268/...

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

I hope you have a great day! 🙂

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[Lizie1]

My black cartridge has stopped working and I have error message. I have followed all the advice re cleaning the cartridge and the contacts but no change. I put in the old cartridge and the error message cleared so I know it is the cartridge. How do I request a new black cartridge? 

[Richards13]

Hi

i have exactly the same problem, did you find an answer?

Richard

[Cheron-Z]

@Richards13

Thank you for posting in this thread. We recommend starting a new thread for your issue by clicking here.
To be more helpful with your post, you can add key information if you desire: 
1. Product Name and Number (please do not post Serial Number)
• Example: HP Pavilion DV2-1209AX or HP Deskjet 3000 Printer CH393A
2. Operating System installed (if applicable)
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