Faulty Ink Cartridge & Unable to Order Replacement

[Noosaskin]

Hi,

I recently tried replacing my empty black ink cartridge, but the new one is faulty. I’ve gone through all the troubleshooting steps, but it’s still not working, and I’m now without a black ink cartridge.

Additionally, my app isn’t detecting the ink levels correctly, so I’m unable to order a replacement. I’ve tried reaching out to the help center and virtual assistant but haven’t received a response.

I’d really appreciate urgent assistance in resolving this. Please let me know the next steps as soon as possible.

[zoey7886]

@Noosaskin, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your faulty ink cartridge! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I appreciate you taking the time to troubleshoot already, and I’m here to help get this sorted out for you.

To move forward, could you try the following steps?

Reinstall the Ink Cartridge: Remove the black ink cartridge, gently clean the copper contacts with a lint-free cloth, and reinsert it securely.

Reset the Printer: Unplug your printer while it’s on, wait about 60 seconds, then plug it back in and turn it on.

Update the HP Smart App: If you haven’t already, please check if the app is updated to the latest version, as this might resolve the ink level detection issue.

Since the new cartridge appears to be faulty, you may be eligible for a replacement under warranty. You can check this by visiting the HP Warranty Check page.

If you’ve already tried all these steps, let me know so I can guide you further. I’ll do my best to ensure you get a working cartridge as soon as possible!

Looking forward to your update.  

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards,