• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Meet the All-New HP App: One App for All Your HP Devices replacing HP Smart App Click here to view the Details!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
HP Recommended

I am on the Instant Ink plan with HP. This has worked well since I got it some time ago.

 

However the latest tri-colour cartridge won't work. I get an error message telling me to remove and re-install the cartridge.

 

I have tried all the help videos, the suggested fixes and nothing works.

 

The virtual chat is useless, the phone line just leaves you waiting for ages and there is NO EMAIL contact.

 

I am therefore paying a monthly plan amount and I am unable to print colour pages!!

 

Can someone please help...

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@Mox71,

 

I received the private message and the printer seems to be offline.We need to correct that situation first.

 

To bring it back online and connect the printer to the network, please try these steps:

 

If the OS is Mac perform all the prescribed steps from this link:http://hp.care/2sIQdpF (HP Printers - Printer is Offline (Mac)

 

If the OS is Windows then follow all the relevant steps from this link: http://hp.care/2f1eLny (HP Printers - Printer is Offline (Windows)

 

Once it is back online we could check the status and ship you the ink cartridges.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient.

 

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

 

 

DavidSMP
I am an HP Employee

View solution in original post

4 REPLIES 4
HP Recommended

Hi @Mox71


Welcome to HP Forums. This is a great place to get support, find answers and tips.

 

I understand that you have some concerns regarding the Tri-Color Instant Ink cartridge and you have already attempted all the required troubleshooting steps

 

I'd like to help.

 

I will send you a Private Message, please reply back with the Instant Ink Account Number or Email Address.

 

Can you please check your inbox on the Forums page for the private message.
 

Thanks you . 🙂

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons.

KrazyToad
I Am An HP Employee

HP Recommended

Hi, I never received your private message? When did you send it?

HP Recommended

@Mox71,

 

I have reviewed the post comprehensively. Thanks for the super quick reply. You've displayed immense patience and terrific attitude to try and resolve the issue. Kudos to you for a job well done. 🙂 It is great to have you back. As @KrazyToad is out for the day, I am taking over from here.

 

I will be sending you the private message with the required details. Please check your forum private message box for a private message from me. I will be able to assist you here.

 

Please reply privately with the required information.

 

If this helps to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care, stay healthy, keep smiling big and have a blessed week ahead. 

Cheers!

DavidSMP
I am an HP Employee

HP Recommended

@Mox71,

 

I received the private message and the printer seems to be offline.We need to correct that situation first.

 

To bring it back online and connect the printer to the network, please try these steps:

 

If the OS is Mac perform all the prescribed steps from this link:http://hp.care/2sIQdpF (HP Printers - Printer is Offline (Mac)

 

If the OS is Windows then follow all the relevant steps from this link: http://hp.care/2f1eLny (HP Printers - Printer is Offline (Windows)

 

Once it is back online we could check the status and ship you the ink cartridges.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient.

 

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

 

 

DavidSMP
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.