Black Ink Cartridge Issue with HP OfficeJet 3831

[kg_socialmedia]

I’m having a problem with my HP OfficeJet 3831. The printer has always worked perfectly, but last night, when I wanted to print something, the black ink cartridge started acting up. The printout was smudged, and when I tried printing again, it wouldn’t work. The printer displayed an ink cartridge error.

According to the HP Smart App, the cartridge is not communicating properly with the printer. I inserted a brand new cartridge, but the issue remained. I’ve cleaned the contacts, reset the printer, and tried various troubleshooting steps.

What else can I do to get the black ink cartridge working properly again?

Thank you very much in advance for your help.

[Max3Aj]

@kg_socialmedia, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

It sounds like you've already tried most of the right steps. Since the issue persists even with a brand new cartridge and you've cleaned the contacts and reset the printer, the problem likely lies in one of the following:

Please try these steps, 
 

Perform a Hard Reset (Different from Power Cycle)

1. Turn the printer on.
2. Disconnect the power cord from the printer without turning it off.
3. Unplug the power cord from the wall outlet.
4. Wait 60 seconds.
5. Plug the power cord back into the outlet and then the printer.
6. Power it on if it doesn't start automatically.

This resets some internal sensor errors.

Check for Protective Film on Cartridge

Double-check that there’s no plastic film or tape left on the new cartridge — sometimes this is overlooked.

Inspect Cartridge and Printer Contacts Under Bright Light

• Use a flashlight to inspect the copper contacts on both the cartridge and carriage.
• Look for: 
  Bent or recessed pins in the printer
  Dirt or ink buildup you might’ve missed
• Clean again gently with a lint-free cloth and distilled water (not alcohol or tap water).

Update Printer Firmware

Outdated firmware can cause ink recognition issues:

Go to HP Software & Driver Downloads – Official HP® Drivers and Software Download | HP® Support

Download the latest firmware, if available

Install it via USB (recommended over Wi-Fi)

Try Original HP Cartridges (if using refilled/third-party)

If you’re using non-HP or refilled cartridges, the printer may reject them or show communication errors. Try an original HP 302 Black cartridge (or the correct one for your region).
 

Run “Printhead Cleaning” from Printer Menu

• On the printer screen:
  Setup > Tools > Clean Printhead
• You can do this up to 2–3 times, waiting a few minutes between each attempt.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[kg_socialmedia]

Thanks for your message. I tried everything but without success. Maybe I need a new printer. 

[Max3Aj]

@kg_socialmedia, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support